Meet Our Customer Success Managers

Meet our Customer Success Managers (CSMs): your dedicated partners in AV excellence. With their expertise and proactive approach, they ensure swift problem resolution and unparalleled customer satisfaction. Trust them to elevate your AV experience to new heights.

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Your Partner in
AV Excellence

Customer Success Managers (CSMs) are your dedicated point of contact for your Support Services. Knowledgeable and able to connect you with the right resources, they show their commitment by proactively advocating for you. Most trouble ticket scenarios they cross aren’t their first rodeo. CSMs are empowered to escalate and expedite processes as needed in order to achieve swift problem resolution and customer satisfaction.

Ensuring Your AV Solutions Will Be Successful for the Long Haul
Takes Caring, Forethought and Planning

They deliver this by offering:

A Focus on Your Needs

CSMs take the time to learn about your unique use cases, priorities and consequences of outages. Crafting custom success plans that are not one-size-fits all, but right-sized for you ensures your support and coverage is tailored to meet the unique demands of your organization.

Superior Inbound Material

Hosting routine business reviews allows us to review your organization’s evolving needs & trouble tickets. These touchpoints ensure alignment with you in meeting and exceeding support expectations. Activities are scheduled based on what suits you, ensuring maximum uptime and rapid resolution of issues.

Light Years Ahead

By way of relationships, a CSM develops insight about your use case, needs and the consequences of downtime in your AV environment. If needed, they are knowledgeable about who to reach for help in order to expedite a solution. A second set of eyes overseeing trouble tickets helps to dodge speed humps that may arise in the path to resolution.

Enhanced User Experience

Continual oversight of your Success Plan agreements on covered AV spaces keeps relevant information readily accessible, up-to-date and tidy.

Why Choose Solutionz?

We're happy with the results -- When I see people bring their kids or their parents into the gym, that tells me that they're proud of it. Them being proud of it says a lot about how we hit our goal. People know that we are looking after them and we did the job right

Tom Porter

Sr. Vice President of Corporate Service, Edwards Lifesciences

Solutionz always made sure the customer was taken care of regardless of who was responsible in the contract.

Otto Orr

Director of Global Real Estate + Workplace Services, Blackbaud

When Haskell went back to the drawing board to equip their unique conference room, Solutionz's expertise met the challenge with high-definition technology designed to seamlessly connect teams across the globe.

Brad Kirkland

Chief Executive, YetiTech

UMX is running for eight hours a day in our classrooms. It allows for the natural ebb and flow of classes. Kids at a distance are seeing the same content on their screen and hearing the same lesson as the kids in the classroom.

Dr. Mike Woods

Superintendent, Hennessey Public Schools

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Frequently Asked Questions (FAQ)

What does a Customer Success Manager (CSM) do for our AV environment?

A Customer Success Manager is your dedicated advocate who learns your use cases, understands the consequences of downtime, and builds a right-sized success plan. CSMs coordinate resources, escalate issues when needed, and run business reviews to keep performance, SLAs, and adoption goals on track.

How does customer success differ from traditional support or help desk?

Customer success is proactive and outcomes-focused. While help desk resolves incidents, CSMs align your support coverage, training, and lifecycle plans to prevent issues, improve uptime, and deliver measurable ROI. They serve as a single point of contact who connects you with the right Solutionz experts.

What is included in a success plan, and how is it tailored to us?

A success plan documents covered AV spaces, SLAs, critical use cases, and escalation paths. It is tailored through discovery and periodic reviews so activities and coverage match your priorities, staffing, and risk tolerance, keeping information organized for fast resolution.

How does the CSM collaborate with Support Services to reduce downtime?

CSMs partner with the support ecosystem—request portal, help desk, service coordinators, onsite technicians, and remote monitoring—to remove bottlenecks and expedite fixes. This coordinated approach fulfills SLAs and improves user experience across sites.

What cadence of business reviews should we expect, and what gets covered?

CSMs host routine business reviews to assess tickets, uptime, adoption progress, and upcoming changes. The cadence matches your operations, ensuring alignment on goals, budget, and any workflow adjustments before they impact users.

Can customer success help with user adoption and training after go-live?

Yes. CSMs coordinate with Adoption & Digital Training to deliver role-based sessions, resources, and refresher learning so teams remain confident as systems evolve. This linkage sustains adoption and lowers support burden.

How do you measure customer success outcomes beyond ticket closure?

Solutionz, Inc. tracks uptime, SLA attainment, ticket trends, meeting start reliability, and adoption metrics across key spaces. CSMs use these metrics in business reviews to refine support coverage, training, and standards, demonstrating continuous improvement.

What should we do if our needs change or a mission-critical event is coming up?

Notify your CSM to update the success plan, adjust SLAs or onsite coverage, and pre-stage resources. CSMs are empowered to escalate and coordinate cross-team support so high-stakes events proceed without disruption.