Scope of Account Manager Support

Who is an account manager?

Account manager is an individual who provides 1st level support to clients and coordinates between clients and various teams at Enbraun Technologies (ET) i.e technical team, billing team etc.

 

Benefits of Account Manager Support?

• Personalised support: Clients always interact with a real expert who understands the system deeply and can address most queries effectively.

• Continuity & relationship: Over time, a strong working relationship develops between the account manager and the client’s admin users and account owner.

• Context-aware assistance: Account managers offer tailored solutions based on the client’s specific configuration and processes, no need to explain things from scratch every time.

 

What is included in account manager support?

During evaluation & procurement stage:

1. Organize web demo / overview sessions.

2. Understand requirements of evaluating organizations and advise how the application meets those needs.

3. Answer feature-related queries (configuration, reports, access rights, etc.).

4. Provide security information for client assessments.

5. Share quotes based on licensing requirements.

6. Share invoices.

7. Follow up on payments.

During on-boarding & subscription stage:

1. Organize a kick-off meeting to gather detailed configuration requirements.

2. Recommend optimal system configuration based on client needs.

3. Review configuration and suggest changes. Configure system if requested.

4. Advise on data entry / import options. Assist with data entry import if requested.

5. Review imported data and highlight any issues.

6. Conduct web-based training for up to 5 admin/primary users (train-the-trainer model, recording option available).

7. Provide ongoing support and answer feature-related queries.

8. Capture client feedback and share with the technical team.

9. Relay technical team responses back to the client.

10. Address questions related to API documentation.

11. Share renewal quote and invoice.

12. Follow up on renewal payments.

 

What is NOT included in account manager support?

1. Conducting end-user training sessions.

2. Offering more than 2 training sessions. Additional sessions can be requested on paid basis.

3. Directly coordinating with client's end users on a one-to-one basis.
   Note: Account managers interact only with the client's primary users/account owner (max 5). All queries must be routed through them.

4. Writing or developing API integrations.

5. Creating client-specific training materials.

 

Frequently asked questions related to account manager support:

Q. Do we need to pay extra for account manager support?

A. We do not charge separately for account manager support. Account manager support is valid during the trial phase and till the time subscription is active.

 

Q. Do account managers work as per our business hours?

A. Different account managers service clients in different regions. Account managers that are servicing clients in North America are available for majority of working hours in North America. Similarly account managers who are servicing Asia Pacific region are available for majority of working hours in Australia and New Zealand.

 

Q. Can we reach out to our account manager via phone?

A. To avoid meeting conflicts and time zone related confusion, account managers cannot be directly reached out via phone (not unless scheduled earlier). Clients can email questions to their account managers or / and can schedule web support session using our meeting scheduling system.

 

Q. Is there a limit on how many times we can reach out to our account manager?

A. Account managers are shared across multiple clients, therefore we have to follow a fair usage policy (shared below). This ensures that our account managers are able to service all our clients effectively.

 

a. Email correspondence: No limit on the number of emails that can be exchanged with account managers.

b. Web support sessions (Duration 30 minutes): Maximum 2 in a week and not more than 4 in a month.

c. Training session (Duration 2 hours): Maximum 2 free sessions. More sessions can be organised on paid basis.

d. Support Tickets: No limit on the number of support tickets that can be raised by client.

 

Q. What if our account manager is on leave?

A. If an account manager is on leave or unavailable, their existing appointments are transferred to other account managers. Email auto responder is also activated and it provides details of personnel who can be contacted in absence of your account manager.

 

Q. Can we record web support sessions and training sessions?

A. Yes, in most cases support sessions / training sessions can be recorded, except in cases where certain screens might be shared which contain confidential information or upcoming features which are not yet in the public domain.

 

Q. If account manager is not available and the system is down, then who should be reach out to?

A. Account managers provide first level support related to features, configuration, reports and user access rights, they are not directly involved with the maintenance of the system.

We have a server maintenance team that is responsible for maintaining our servers / the system, if there is any unplanned outage, you can email support@enbraun.com with cc to your account manager.

 

Q. What other support options are provided?

A. Clients can raise a support ticket by emailing on support@enbraun.com and can access training / support material in our online support centre.