Explore the Signature Success Plan

Learning Objectives

After completing this unit, you’ll be able to:

List the key components of the Signature Success Plan.
Identify key objectives of the Signature Success Plan.
Identify key challenges that the Signature Success Plan solves.

Proactive, Personalized Expertise

Now that you’re familiar with the Premier Success Plan, get to know the Signature Success Plan. Signature includes everything in Premier and Standard, but as a Signature customer, you also get the most proactive, personalized experience to:

Elevate business strategy: Partner with a designated customer success manager to design an ongoing business strategy with personalized guidance and insights.
Accelerate business results: Receive personalized onboarding, adoption guidance, and training on industry best practices to grow product and license usage.
Optimize for growth: Receive architecture guidance, proactive services, and technical health reviews to build a trusted, easy, and adaptable solution.

Dive in and see what Signature offers.

Customer Success Manager

One key difference between Signature, Premier, and Standard customers is that, as a Signature customer, you collaborate with a designated customer success manager (CSM). A CSM is a single point of contact and advocate, providing proactive expertise, personalized recommendations, and technical resources to address product needs.

They’re your go-to person, your advocate, and your champion of the Signature experience, providing consistent advocacy and contextual guidance. They help navigate, escalate, and lead efforts on complex projects involving multiple parties and enterprise systems. And they have deep knowledge and connection to all the support and services that Signature customers have access to. With your CSM, Signature customers experience true partnership.

Success Path and Success Reviews

After you complete Signature Onboarding, you work with your CSM to create a Success Path, a personalized roadmap containing business goals and objectives aligned to Salesforce product capabilities. It also includes recommendations to help you achieve these goals and KPIs to measure success.

A Success Path helps you:

Build expertise.
Drive product adoption.
Maintain technical health.

You stay on course during your Success Path with Success Reviews, which bring together business and technology stakeholders, the CSM, and the whole Signature team to:

Review Success Path progress.
Create joint accountability.
Realign goals.
Plan next steps for success.

Customer Success Score

As a Signature customer you also have access to a Customer Success Score. The scoring system uses Salesforce data to measure your success with Salesforce.

The score is divided into three categories.

Product adoption
Customer expertise
Technical health

With the Salesforce Customer Success Score, you can:

Gain insights into your organization’s performance.
Track your progress and make data-driven decisions.
Take action and optimize your implementation with personalized recommendations.

Watch this video for more on how the Customer Success Score works.

Annual Technical Health Reviews

Led by your CSM, an Annual Technical Health Review is a comprehensive analysis of your Signature Salesforce environment with recommendations to minimize errors and inefficiencies for a lasting, healthy solution. It’s conducted once a year to identify and mitigate issues, help you understand and improve your solution for sustained technical health, and help you plan your next steps so that you can tailor future actions along your Success Path.

Specialized Architect Reviews

One recommendation from your Annual Technical Health Review may be a Specialized Architect Review. These are specialized engagements with an in-house Salesforce architect to review, maintain, and optimize your Salesforce platforms. There are several types of specialized architect reviews, one of which is the Architecture Design Review. This review has several goals:

Vet unique design requirements and ensure optimal solution design, performance, and scalability.
Identify and mitigate architecture challenges that might impact implementation.
Offer expert guidance and recommendations.

Proactive Monitoring 24/7

Signature provides 24/7 monitoring, sending early alerts and resolution guidance to the right person in your organization at the right time. This includes:

Visibility to business continuity risk
Tailored and intelligent configuration and tuning
Guided improvement plans
Quarterly trend reporting

Watch this video to see how Proactive Monitoring works.

Key Event Management

Key Event Management provides guidance and support during your critical business periods, from technology rollouts and Salesforce releases to retail selling events (like Black Friday).

Our team shows up before, during, and after your event to ensure that you get a proactive initial review of performance health, providing consistent oversight during the event, and conducting post-event assessments to ensure ongoing optimization.

See how Signature helps with key event management in this video.

Guidance on Performance Optimization and Go-Lives

Signature helps improve developer productivity with pre-go-live support, optimization, and troubleshooting.

During technical releases and maintenance planning, CSMs work with you to:

Plan for release benefits and impacts.
Distill change schedules and recommendations.
Give pre-production environment management best practices.

For go-lives, support engineers:

Monitor and alert you if any issue is identified.
Help you troubleshoot and debug issues for quicker resolutions.

Expedited Issue Resolution

Signature also provides global, around-the-clock direct access to senior technical support engineers. It includes:

A dedicated hotline for urgent issues.
The fastest case response times for business-stopping issues.
The ability to categorize business-impacting issues as Sev1.
Increased engagement to deliver faster, higher-quality resolutions (high-severity issues).
Preproduction support and go-live support (going above and beyond the Developer Support offered in Premier).

With Signature, you get our fastest, most seamless resolutions, with engineers who can resolve issues and provide expert insights and optimization guidance.

Now that you understand the benefits of our Success Plans, you’re ready to choose the right one for your business, and take advantage of all of the resources they offer.

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