Academy Program

The Academy provides structured training programs that empower customers to independently learn and master the product, improving their proficiency and enabling self-sufficiency.

Main Audience

• Champions
• End-Users

Main Company Goal Supported

• Improve CSM/ARR Ratio: By providing customers with self-sufficient training, it reduces the need for high-touch customer support, allowing Customer Success Managers to handle more accounts.
• Increase Expansion Opportunities: Customers who are well-trained and confident in using the product are more likely to explore and adopt additional features, driving expansion within the account.‍
• Secure Renewals: Effective training improves customer satisfaction, leading to higher product usage and increasing the likelihood of renewals.

Customer Outcome (Objective)

Enable customers to gain deep product knowledge, increasing their ability to utilize the product effectively, thereby reducing reliance on support and increasing customer satisfaction and retention.

Main Actions for the Audience:

• Champions: Ensure their team receives training and uses the product to its full potential.‍
• End-Users: Complete training, learn core features, and become proficient in day-to-day product usage.

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Key Actions:

• Create Learning Paths: Offer courses or learning modules based on user roles (e.g., admin vs. end-user).
• Training Certification: Provide certifications to verify proficiency and ensure customers are fully trained.
• Self-Paced Learning: Offer flexible learning opportunities through recorded sessions, tutorials, and guides.‍
• Interactive Q&A Sessions: Include live Q&A sessions for clarification on advanced features or specific use cases.

Measurement of Success (Key Metrics):

• Number of users completing training and receiving certification
•  Reduction in support tickets due to training effectiveness
•  Increased product usage and feature adoption post-training