Team Spotlight: Get to Know the Grayshift Customer Success Team (Part 2)
Picking up where we left off in Part 1 of this two-part blog post, our Technical Support team and Customer Success Managers work together to ensure that our customers are getting the support they need and value from GrayKey. Here’s an opportunity to get to know two of our unsung heroes in Customer Success – Lead Customer Success Manager, Denniz Staton, and Senior Customer Success Engineer, Ellias Rezaie.
Meet Denniz and Ellias
Briefly describe your background and tell us how long you’ve been with Grayshift.
Denniz: Nearly a decade ago I joined the Customer Success world, working with small startups that had a global presence. I was charged to build implementation and customer enablement programs that are scalable to support the rapid trajectory of a high-growth company. I then joined Grayshift in September 2020 to help execute the same effort here.
Ellias: I have almost 15 years of technical experience (I started my journey at a very young age). I’ve worked in many different roles over the years. I’ve been a developer, administrator, analyst, and customer – sometimes all at once. I believe this experience gives me a unique perspective of understanding what a customer may want or need since I’ve been there. My journey at Grayshift started in 2021.
What do you do as part of the Grayshift Customer Success team?
Denniz: I manage the Global CSM team, implement customer journeys, and collaborate with internal teams to implement and sustain Grayshift University. I’m here to ensure customer happiness and provide customer enablement to organically support customer-focused growth.
Ellias: As a Customer Success Engineer, I spend most of my time developing technical documentation, procedures, and training materials. In this role, one of my responsibilities is the bridge between Tech Support and CSM acting as a technical customer advocate. I also aid in implementing proactive measures to increase and maintain customer self-service support offerings, software deficiency documentation, and feature requests, as well as facilitating our community chat.
What do you think makes Grayshift Customer Success stand out from the competition?
Denniz: Our proactive implementation calls and interactive journey set us apart from the competition. The CSM team puts forth an authentic effort to partner with our customers. Our user base is highly diverse and understanding the unique needs of each agency and how they use GrayKey allows us to bring value to every customer.
Ellias: As proclaimed by our customers, we hear that we’re more responsive and thorough than our competitors, and often even more than any other software providers. We take a lot of pride in maintaining our 100% Customer Satisfaction (CSAT) score.
Denniz, can you tell us what we offer customers that set them up for success?
We offer periodic check-ins, free weekly training, and free on-demand online training! All training is hosted on the Grayshift University platform.
Ellias, what are some examples of resources we provide customers as part of the support they receive from us?
In addition to live chat, tech support, and tickets with prioritization we also provide customers with:
- Over 100 support knowledge base articles
- On-demand videos and training modules via our training site
- Onboarding webinars (customers can work with their Customer Success Manager to sign up)
- A community chat and discussion site
What’s the best part about working with our customers?
Denniz: I love helping support their goals of bringing justice to the world. We understand their days are stressful. We want them to use GrayKey and have confidence knowing there is someone at Grayshift ready and willing to help them use it to its full potential.
Ellias: My favorite part is building lasting relationships and chatting with people from all over the world – shoutout to my Cincinnati customers! Also, I love collaborating with customers to enhance our articles and other documentation.
Last question: What’s something the customers you work with might be surprised to learn about you?
Denniz: They’d probably be surprised to learn what a huge role meditation plays in my life. I dedicate an hour each day to practice. I even taught my three-year-old the practice of being mindful and comfortable in stillness. She says she can meditate for a minute, but I think it’s closer to 30 seconds.
Ellias: I think my customers would be surprised to learn that I’m Australian. I’m originally from Sydney and moved to the United States in 2002.
Everyone on the Grayshift Customer Success team believes that if we keep our principles front and center, all our customers will have a successful journey using GrayKey. Just like Denniz and Ellias, our entire team is here to ensure you have the best experience possible.
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