Wombat Customer Success Team

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Additional Info

Job title of nominated professional (or team name)Wombat Customer Success Team
Company (where nominated professional or team is working)Wombat Security Technologies
Company size (employees)100 to 499
Headquarters RegionNorth America

In 3 bullets, summarize why this professional or team deserves recognition:

• The Wombat Customer Success team develops a customized strategy plan for each customer that is designed to help meet organizational goals, maximize investment in Wombat Security’s tools, and provide an exceptional customer experience. This service is provided at no additional cost to customers.
• The Customer Success team is constantly evaluating customer feedback and suggestions for immediate resolutions to problems, ensuring customer expectations are being met and innovative solutions that drive results are being implemented.
• The Customer Success team is able to aid in the successful implementation of Wombat’s assessment and training tools, and through Wombat’s proven Continuous Training Methodology and Learning Science Principles, customers are able to successfully reduce the number of malware and phishing attacks within their organizations and reduce their overall cyber risk.

Brief Overview

Since 2012, the Wombat Customer Success team has helped thousands of customers reduce external phishing attacks and malware infections by up to 90%, with many organizations seeing marked improvement in as little as two months. The team goes beyond teaching customers how to use products; they also helping them apply proven Learning Science Principles and Wombat’s Continuous Training Methodology to reduce risk and change end-user behavior. The team is dedicated to driving the success of individual security awareness and training programs, working with administrators every step of the way to ensure they meet their organization’s goals. Customer Success Managers (CSMs) provide guidance on how to plan a program; implement assessment and training tools; and measure results. Following an introductory strategy call, the team develops a customized roadmap to aid customers in rolling out their programs. Once a program begins, regular check-ins every four to six weeks allow CSMs to work closely with administrators to execute an effective and measurable program. Customer Success works directly with other Wombat teams — including Product Management, Development, and Support — to keep customers informed of product enhancements, which ensures customers maximize their application of Wombat solutions and strategies. Feedback provided to the Customer Success team is directly used by Wombat to address problems in an immediate manner, which allows customers to play an active role in guiding product improvements. The team is always available to customers, and there’s no limit on the amount of time customers can spend in discussion with their CSMs. Year-over-year, the team has continued to exceed internal goals for providing the best cybersecurity customer service and not only meeting, but surpassing, customer expectations. This success is a direct result of the dedication, consistency and innovation of the Customer Success team, which works diligently to reduce risk for each Wombat customer.