Back-office teams

Customer success manager

The Customer Success Manager owns the relationship with a book of client accounts in YSEND. You watch each account's activity and health, agree and follow up the action plan with the client, keep support issues moving with the desk and record every client contact in the Commercial CRM. Your aim is that each client stays informed, satisfied and growing.

Sign inAll role guides

Start-up guide

  1. Open the sign-in link in your invitation, then enter your work email and the password provided.
  2. If you forget your password, choose “Forgot password”, then “Send recovery instructions”.
  3. The Sign in button opens the app in this page’s language.
  4. After you sign in, YSEND opens Customer success, your My book dashboard. The Who needs you first block lists the accounts and commitments that need your attention before anything else.
  5. Check the Account portfolio for the accounts in your book, and the Action plan under Open commitments for actions that are due or overdue.
  6. The sidebar gives you Client Overview, Support Tickets, Orders, Commercial CRM, Analytics, Reports and the Assistant.
  7. Use Customer care at the top of the dashboard to open the WeCom conversations with your clients, and Refresh to reload the figures.

End-to-end workflows

Review an account and agree the action plan

Starts when: At the start of the week, before a client meeting, or when an account appears as At Risk on Customer success.

  1. On Customer success, read Who needs you first: accounts At Risk and commitments that are due or overdue are listed first.
  2. In Account portfolio, select an account. The preview shows the Monthly orders trend and the Next commitment for that account.
  3. Click View account to open the client page on the Overview tab and check the account's health score and key figures.
  4. Click Open review to go to the Activity & costs tab, where the Action plan lists the commitments agreed with the client.
  5. Click New action, describe the action agreed in the meeting, set the Owner and the Due date, and click Add to plan. The action starts with the status To do.
  6. Update the status as the work progresses: In Progress, then Done, or Dropped if the action no longer applies.
  7. Return to Customer success and click Refresh: Open commitments and the Action plan show the updated statuses.

Result: The account has an up-to-date Action plan with owners, due dates and statuses, and the dashboard shows what is still open.

Next: You present the plan to the client at the next review meeting; changes to prices or contracts are handled by a CommercialAdmin or an AccountManager.

Follow up a client issue with the support desk

Starts when: A client calls or writes about a delivery problem, a damaged parcel or a question about a charge.

  1. On the client page, open Orders & support to see the Recent orders and the Open Tickets of the account.
  2. Open Support Tickets from the sidebar and switch to Client tickets. Search for the client's ticket and click it to read the conversation; the thread is read-only for you because replies are handled by the support team.
  3. If no ticket exists yet, click Create Client Ticket, select the Client, enter the Subject and the Description, choose the Priority and the Category, and click Create Ticket. The ticket appears with the status New.
  4. If the issue needs its own case, such as a complaint, a return request, a damage claim or a pricing dispute, click After-Sales Cases, then Open Case. Select the client, the Case Type and, where relevant, the Order or the Shipment, then click Open Case. The case starts with the status Open.
  5. Follow progress in the Status column of Client tickets, for example Escalated, and in the After-Sales Cases tabs Open, In Progress, Awaiting Customer, Resolved and Closed.
  6. When the client uses WeCom, click Customer care to continue the conversation with them.

Result: The issue is recorded as a ticket or an after-sales case, the desk is working on it, and you can tell the client its current status.

Next: Support and the AfterSalesManager reply, escalate and decide on compensation; a Manager or a PartnerManager resolves and closes after-sales cases.

Record client contacts in Commercial CRM

Starts when: You have had a call, a meeting or an exchange with a client that must be traceable for the team.

  1. Open Commercial CRM from the sidebar and go to Agenda, which shows the activities planned for you.
  2. Click Log activity. In Log an activity, choose the Type, enter the Subject and the Notes and, if relevant, the lead or deal the activity Belongs to.
  3. Click Log activity to save. The activity is recorded in the CRM.
  4. Open Leads or Deals to check the open opportunities for the client before your next contact.

Result: Every client contact is logged with its type, subject and notes and is visible to the commercial team.

Next: Commercial opportunities are taken forward by an AccountManager or a CommercialAdmin.

All features

Core Clients

  • Client OverviewHealth score, KPIs, quick actions

Support

  • Support TicketsSupport ticket CRUD

OMS

  • Commercial CRMManage leads, deals, appointments and activities for the selected client.
  • OrdersOrder management

Intelligence

  • AnalyticsSystem Analytics
  • AssistantView the current page context, available views and actions, and the assistant connection and memory status.

Analytics

  • ReportsReport management

What you can open

The areas below describe the access assigned to this role.

  • Clients
  • Support requests
  • Orders
  • Commercial CRM
  • Analytics
  • Reports and assistant
  • Assistant

Everyday tasks

Answer an order status question

  1. Open Orders from the sidebar and search for the order reference that the client gives you.
  2. Open the order and read its current status.
  3. If the order appears blocked, follow it up with the support desk as described in the support workflow.

Prepare figures for an account review

  1. On the client page, open Activity & costs to see the account's volumes and costs for the period.
  2. Open Analytics from the sidebar to look at trends across your accounts.
  3. Open Reports from the sidebar to view the reports available to you.

Create an internal desk ticket

  1. In Support Tickets, stay on the Desk queue and click + New Ticket.
  2. In Create Support Ticket, enter the Subject and the Description and choose the Priority and the Category.
  3. Click Create Ticket. The ticket appears in the Desk queue.

Ask the Assistant

  1. Open the Assistant from the sidebar.
  2. Ask your question in your own words, for example where to find a screen or what a status means.

Limits and help

The Customer Success Manager follows and coordinates client matters but does not carry out desk or warehouse work. You cannot reply to, escalate or close client tickets, or enter or approve client compensation: Support and the AfterSalesManager handle this. You cannot assign, resolve, close or reopen after-sales cases: ask a Manager or a PartnerManager. You cannot create orders for a client: orders are placed by the client's ClientAdmin. Changes to prices, contracts and invoices are made by a CommercialAdmin or Finance, warehouse operations by a Manager, and users, roles and visible modules by a PartnerAdmin.

contact@ysendgroup.com

Help centre

Common questions

Why can I not reply in a client ticket?

Client ticket conversations are read-only for the Customer Success Manager because replies are handled by the support team. Ask Support or the AfterSalesManager to answer, or continue the exchange in Customer care if the client uses WeCom.

Who approves compensation for my client?

Support enters the amount in Client compensation on the ticket, and the AfterSalesManager tier approves or rejects it. You can follow the outcome on the ticket.

Can I create an order on behalf of a client?

No. Orders lets you look up orders and their status, but creating orders is reserved for the client's own ClientAdmin and for warehouse management roles.

What do the Action plan statuses mean?

To do means agreed but not started, In Progress means being worked on, Done means completed and Dropped means no longer pursued. Actions marked Proposed by the depositor were suggested by the client; those marked Recorded by staff were entered by your team.