Careers with the Ohana: Customer Experience

Welcome to the blog series "Careers with the Ohana." If you’re curious about life within a dynamic and innovative company, this series is tailor-made for you.

The Customer Experience Team’s Mission

The Customer Experience (CX) Team is our touch point between our Ohana and our customers. As a team, they work to ensure our customers are happy with our product and services and maintain relationships with our customers. Chris, the Data Migration Specialist at Ohanafy explained that the Customer Experience Team’s “main goal is to work closely with our customers and make sure that Ohanafy is working for them. We communicate with customers daily, making sure that all of their requirements are met. But it’s also about building relationships with our customers and making sure that they are having the experience that we promised on Ohanafy.”

Implementation

A key part of our customer’s experience with Ohanafy is our implementation. We offer a “white glove” approach and are with you every step of the way - even after implementation. But how do we do it?

Well, let’s hear it from John, our Implementation Consultant here at Ohanafy:

“As an Implementation Consultant, I am making sure that I'm touching every project, making sure I'm on top of tasks, and that our milestones are being hit. We want to make sure that our customer feels comfortable on the platform and that it’s tailored to meet their business processes.”

Once our Sales Team signs on a new customer, our Customer Experience team gets to work right away and makes contact with the customer. After that, our Implementation Consultants come in and work to define the scope of the project and make sure that everyone is aligned. During the Migration and Validation stage, our Data Migration Specialists come in and move our customers' data and load it into Ohanafy. Next, the data is validated to ensure everything is correct and consistent. Once we receive our customers' sign-off, it’s time to train.

Training at Ohanafy is a crucial step in the implementation process. Our Customer Success Team provides multiple training options to support our customers' needs. From in-person to virtual training sessions to pre-recorded videos and guided walkthroughs, we provide in-depth training to ensure our end-users are equipped with the skills and knowledge they need to use the system effectively. Once our customers feel comfortable, we send them live and provide ongoing support thereafter. We don’t leave them in the dust; we are there every step of the way, providing support when and where it is needed.

Contributing to the Success of Our Customers

Each role on the CX team provides immense value to our customers. Together, our team members help our customers be as successful as they can be on Ohanafy.  

Let’s take a deep dive into what that looks like per role:

Implementation Consultant: Implementation Consultants work with our customers through every stage in the implementation process. They are important team players who work to ensure the project runs smoothly from start to finish. Our Implementation Consultant, John, believes he impacts the customer experience through the “overall positive implementation process and making sure that we are meeting all the requirements. I think our team is really special because we do go all out for our customers. Traditionally at software companies, the customer success team is a massive entity on its own.”

Data Migration Specialist: Ohanafy does things differently by providing a data migration and validation service upon implementation. We’ve heard time and time again how many software providers do not help their customers move data to the new software, and here at Ohanafy, we understand how time-consuming and scary that can be. So, we added Data Migration Specialists to our team to help carry this load. Our Data Migration Specialists are vital to our customers’ experience because they help take the most frustrating part of moving to a new software out of the customer's hands.

But don’t just take it from us; let’s hear what Chris, our Data Migration Specialist, has to say about his impact on the customer experience at Ohanafy; “My impact on the customer’s experience comes with making sure that the transition into a new software, which can be very scary, is smooth and seamless, especially when it comes to data. There can be a lot of it, and it’s scary to think about pulling all of that into a new software system. My job is to take the workload off that customer and make sure that they have all of their information that they need in Ohanafy on day one.”

Customer Success Manager:  Last but not least, our Customer Success Managers (CSM) are our ongoing support team, who are there for our customers daily. They truly are amazing at what they do! They work to ensure our customer’s Ohanafy experience evolves and grows as they do. Whether there is a need for additional training, configuration updates, system maintenance, upgrades, and more, our CSMs are there every step of the way. But let’s see what our very first Customer Success Manager, Mackenzie, has to say about her impact on the team; “My overall impact on the customer experience team is just ensuring that the customer is successful on Ohanafy at all times and to the best that it can be. It’s really meaningful as far as ensuring that these businesses are aware of the tools they have to grow their business and shape it to however they want. Whether that's streamlining their processes, growing their business, understanding their margins, overall I am contributing to the success of their business while using Ohanafy.”

Advice from the CX Team

If you or someone you know is looking to join a Customer Experience team, look no further than Ohanafy! If you’d like to join our team, check out what our team has to say about becoming part of the Ohana:

“Tackle every day with excitement and vigor. It is a fast-paced environment. We are doing a lot of work, but I would say that looking around at your teammates and just seeing how much everyone cares about the growth of Ohanafy is inspiring in itself.” - John, Implementation Consultant.

“Part of working for the CX team is being very over-communicative with your team and your customer. Having that bridge of communication allows for each other to communicate problems that we might run into or feedback that the customer might have and really using that to better the relationship with the customer.” - Chris, Data Migration Specialist.

“My advice for joining the CX team would be to have those strong technical skills to be able to solve problems that your customer might give you and to also be over communicative with your team and your customer.” Chris, Data Migration Specialist.

If you or someone you know if looking for a role in Customer Experience, look no further than Ohanafy! Check out our open positions and apply today.

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