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Maximize ROI with Proactive, Personalized Expertise


Learning Objectives

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

  • Identify key objectives and challenges that Signature can help address.
  • List the key components of Signature.

Introducing the Signature Success Plan

The Signature Success Plan delivers our most proactive, personalized expertise to address your mission-critical needs. With Signature, you can unlock the deepest level of partnership and the fastest access to expertise to: 

  • Strategize with insight: Address unique business needs and boost productivity with personalized guidance from a team of experts to help plan and prepare for long-term success.
  • Accelerate business performance: Improve technical health and stability with proactive services, so you can run your business at peak performance.
  • Optimize efficiency: Drive efficient growth and innovate faster with best practices and data-driven recommendations to unlock new opportunities.

Technical Account Manager & Onboarding Specialists

One key difference between Signature and other plans is experts who know you by name, who are aligned to your goals, and help you achieve them. The Technical Account Manager (TAM), a technical expert who is designated to your business, will act as your point of contact within success to orchestrate the entire Signature experience for you. Together you will develop an action plan to drive your vision, and your TAM will then help keep that vision on track. 

Similar to other Salesforce team members, TAMs are Salesforce-certified experts. However, they also bring years of experience with technology solutions to the table, in addition to thorough familiarity with software development and all things cloud computing.

TAMs are a designated resource for customers to provide consistent advocacy and in-context guidance on large-scale implementations or complex solution environments. They possess a keen ability to navigate, escalate, and lead efforts on complex projects that involve multiple parties and enterprise systems. TAMs will be the glue that connects all the support and services you’ll receive with Signature. In addition to your TAM, as a Signature customer you will also have access to a Signature Onboarding Specialist Team to orchestrate a smooth single/multi-cloud onboarding experience from Day 1.

Customer Success Score:

The new Salesforce Customer Success Score helps our Signature customers realize the full potential of AI + Data + CRM + Trust with actionable insights to drive success. The score accelerates customer outcomes, deepens partnerships, and fosters joint accountability while enhancing trust and Salesforce loyalty with unprecedented transparency. Based on signals from across Salesforce and measured against anonymized peer benchmarks, the Customer Success Score is the unifying, galvanizing way for our employees, customers, and partners to experience our core value of customer success.

With the Customer Success Score, customers can:

  • Access and understand their Salesforce success with a self-service dashboard via the Help Portal
  • Track their progress with insight into historical trends and updates to their overall success score
  • Improve their Salesforce success with recommendations to take action

Proactive Services 

Signature provides the following proactive services: 

  • 24/7 Proactive Monitoring: Signature provides monitoring 24 hours a day, 7 days a week, sending early alerts and resolution guidance to the right person at the right time. This includes:
    • Visibility to business continuity risk
    • Tailored and intelligent configuration and tuning
    • Guided improvement plans
    • Quarterly trend reporting
  • Annual Technical Health Reviews: 
    • The Signature team will conduct a holistic review of the solution including code, security, data and integrations, performance, and scalability. They partner with the TAMs to provide customers with a tailored, prioritized, and actionable improvement plan.

Proactive Services: Monitoring Overview

Watch this overview video to learn how Proactive Monitoring with the Signature Success Plan helps our customers proactively prepare for change and prevent risks.

Key Event Management

Key Event Management is all about one thing - showing up to support you during critical business periods. This could be anything from technology rollouts to Salesforce releases to retail selling events (like Black Friday). 

Our team shows up before, during, and after your event to ensure that we’re being proactive in the initial review of your performance health, providing consistent oversight during the event, and conducting post-event assessments to ensure ongoing optimization and continued partnership.

Guidance on Performance Optimization, Architecture Design, and Go-Lives

Signature can help improve developer productivity with pre-go-live support, optimization, Architecture Design Review, and troubleshooting.

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

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

For Architecture Design Review, specialists on the Signature team can help you:

  • Enhance future business outcomes by actively identifying and addressing architectural challenges
  • Gain access to Salesforce architecture experts for answers to your design challenges
  • Receive tailored guidance and practical recommendations to optimize your pre-implementation design

For customer go-lives, expert Support Engineers will help you: 

  • Monitor and alert if any issue is identified
  • Join a bridge with you to help troubleshoot and debug issues for quicker resolutions

Expedited Issue Resolution

Signature provides customers with direct access to Senior Support Engineers with our fastest response times, meaning that customers always have around-the-clock support all around the world. Just check out all of the services provided:

  • Dedicated hotline for urgent issues
  • Fastest case response times, starting at 15 minutes for business-stopping issues
  • Ability to categorize business-impacting issues as Sev1 (not just business-stopping)
  • Increased engagement to deliver faster, higher quality resolutions (high severity issues)
  • Proactive, thoughtful approach to support cases
  • Direct access to expert support engineers
  • Preproduction support and go-live support (going above and beyond the Developer Support offered in Premier)

Through support management oversight and participation, we are able to deliver our fastest, most seamless resolutions. With Signature, our engineers resolve the case and provide expert insights and optimization guidance, where applicable.

Similar to how Premier includes everything that comes with Standard, Signature comes with all the programs, engagements, and resources included in Premier, as well as all of the self-guided resources included with Standard. 

Learn how to take advantage of these features from the Salesforce Signature Success Plan Resources.

You’ve made it to the end of the Salesforce Success Plan module. Congratulations! By now you understand the benefits of our Success Plans and are ready to take advantage of all of the resources made available to you. The only thing left for you to do is to take the quiz and get your badge. Good luck!

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