Sue F.

Head of Customer Success @Contingent

Customer Success is a varied role within every business - ultimate aim to enable the success of customers.Area\'s include establishing deployment goals and success factors and then developing plans to carry them out successfully.Conduct customer service calls on a regular basis to review their status and needs. Based on a customer’s personal temperament, this can result in moving them through a reference track or creating a remediation sequence to combat issues.Additionally, myself and the team handle product training, which gives the opportunity to network with end users. This hands-on interaction is a valuable source of product input and is key for creating a set of best practices.Best practice for Churn, Retention and Onboarding are a key focus and development area-this consistently evolves to take into consideration the ever changing customer base and requirements.Every company needs to be involved in the entire customer life cycle right from post-service and throughout the duration of the whole journey and ongoing relationship is key to achieving both goals and targets and being able to be the voice of your customer.Contingent is on a mission to fundamentally change how procurement is done, helping companies reduce friction and increase resilience, while empowering procurement teams to make right choices and partner more closely with the wider business. Easy to use and simple to set up, Contingent’s lightweight and proactive real-time insights tool fits seamlessly into an organisation’s existing procurement workflow and technology ecosystem, and provides the answers the team needs to act.