DiscoverLink is excited to announce the creation of our new Customer Success team and the promotion of Josh Lowry, who is to lead this initiative as Senior Director of Customer Success. The main objective of this new team is to emphasize our commitment to our clients’ success and build upon our e-learning expertise to ensure the success of our future clients.
Lowry has been with DiscoverLink for 13 years, most recently as Director of Content Development, where he has helped customers address hundreds of operational challenges through innovative content solutions. In his expanded role, he is a member of DiscoverLink’s Executive Team and will lead the Client Services, Implementation and Content Development teams.
“Outstanding customer service has long been a hallmark of DiscoverLink’s success,” said Jeff Tenut, Founder and Vice President of Solution Design for DiscoverLink. “With his creative, collaborative approach to solving customer problems, Josh is the perfect person to help us capitalize on this market differentiator.”
The new Customer Success team will work to ensure DiscoverLink clients continue to receive a world class onboarding experience and receive proactive support throughout their journey with DiscoverLink.
“By combining the implementation, client services and content development groups into one team, we will be able to serve our customers in new and exciting ways,” said Lowry. “I look forward to working with our Customer Success team to ensure DiscoverLink customers have the tools they need to drive the results they are trying to achieve.”
A project that the Customer Success team has already completed is the creation of the SuccessLink website, which is a resource page comprised of feature overviews, links to webinars, and documentation on key product features. This clients-only website was created to help clients maximize their use of DiscoverLink products and ensure their e-learning success.
Additionally, the Customer Success team is busy starting a new project that will be finalized in January of 2018. To make question submissions and requests easier for customers, the team will be rolling out a customer-specific portal for each DiscoverLink Talent client. The portal will allow clients to set priorities on tickets and include more detailed information to streamline follow-ups. All tickets from one company will be visible in one location, making it easy for administrators to get a holistic view of their campus’ health and track the status of all issues in one place. These features will enable DiscoverLink to be more responsive to customer requests improve the Customer Success team’s ability to identify opportunities for additional client training and webinars. Stay tuned for more details on this initiative and others as the new year rolls in.