Kaseya announced a significant new investment in customer success including major enhancements to its customer success program.
The program, designed to enable customers to derive maximum value from their relationship with Kaseya, will include an advanced onboarding process, customer training and education programs, relationship support, professional services, and other enablement tools and services designed to meet the needs of each customer. To spearhead this initiative, the company has named Alex Cuevas as the company's Chief Customer Officer (CCO).
Coming on the heels of Kaseya's announcement of its new CEO, Fred Voccola, Mr. Cuevas' appointment to CCO is part of the company's commitment to help customers to grow and succeed on an ongoing basis through the use of Kaseya products and services. Cuevas will lead a team of customer success managers and build a team of onboarding specialists; empowering over 10,000 existing Kaseya customers worldwide, as well as providing a smooth onboarding experience for new customers as they join the Kaseya family.
"As an organization, we have just made a new massive investment in our customers and will continue this level of investment into perpetuity," said Fred Voccola, CEO of Kaseya. "Kaseya's enhanced customer success initiative will enable our customers and our community to reach new heights with Kaseya. Alex's proven track record of driving powerful customer success initiatives that change the game for customers make him the perfect person to lead this charge."
Over the course of the next 90 days, Kaseya will announce specific plans including:
- An enhanced customer success team made up of customer advocates, marshalling resources from across the organization to deliver on customer needs
- A streamlined onboarding process including cross functional tools and resources, delivered by specialists with personalized attention to ensure very fast time-to-value for every customer
- Major investments in bi-directional customer communication channels to facilitate new levels of feedback and ongoing interactions with the product, services, and relationship teams
- Significant new investment in the Kaseya Community as a forum for interaction among Kaseya users and with the Kaseya team
- New training, education and services offerings focused on ensuring that customers can leverage all the Kaseya resources necessary to meet their goals
Cuevas is a trailblazer in the customer success field with a proven track record of building and running successful customer success, client services and sales teams. He comes to Kaseya from Yodle, where he served as VP of Customer Success. There, he retooled and transformed the client services organization into a champion customer success function. Prior to Yodle, Cuevas served in a variety of client services and sales management roles at BMC, Trellia, Nolio, CA Technologies and Identify Software. Cuevas has a computer science degree from Yale.
"Our goal is to establish a customer-focused function at Kaseya that drives the best possible experience for Kaseya customers, and ensures our customers derive maximum value from our products," said Alex Cuevas, Chief Customer Officer of Kaseya. "With the investments we are making, we plan to take Kaseya far beyond the industry standard from a customer success perspective, taking the company and its customers to new heights."
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