Lauren M. Senior Strategic Account Manager

Hi Daniela, thank you for your question.

I work with the Clinch Employee Connections platform, so the process might be slightly different for Client Success for other products, but yes, I have always felt supported if there have been any client escalations. I'm always able to get advice and support from my boss and other senior members of the team to ensure that the appropriate steps are taken, depending on the scenario. The CS team works closely with the tech and product teams, so if it's a technical bug that needs fixing, we are able to work with them to prioritise this as appropriate.

It's super important to ensure we keep a good relationship with the client, and I feel that the relationships I've built with my clients over the years helps when handling delicate situations like these.

27 April, 2023 10:03