Software Tools
At Clarivoy, we use a myriad of resources, mostly digital, in order to get things accomplished for our clients. A brief description of each is listed below, but don’t forget that your best resource is often the people around you. Never stop asking questions or looking for ways we can improve what we do or how we deliver!
Traction - If you haven’t yet read Traction, get a copy and read it! Traction is an Entrepreneurial Operating System that helps small organizations like our accomplished great things in small chunks (AKA Rocks). Traction is the system we use for organizing the CSL Weekly L10, in which we discuss Rocks, To-Do’s, and IDS (Identify Discuss Solve) Items. The meeting is our time to work as a group on our role as CSLs and collectively solve problems we may face regularly or rarely.
Monday - The Clarivoy work OS. Keep all items and boards updated, add notes, calls, and meetings appropriately. This is where we track sales, monthly data processing, support tickets, and everything in-between. This is the primary “source of truth” about our customers’ business and experience with Clarivoy. Monday houses all of our Sales Attribution, TV Attribution, and On Demand Attribution process management, as well as our CRM, internal ticketing system, repository of client information and KPI dashboards.
Monday is a versatile project management tool, offering a variety of ways to visualize your boards including tables, Kanbans, gantt charts, and timelines. Boards can be exported to Excel as well.
MailChimp and Communihub - Clarivoy CRM tools. We use this for a database, email templates, and email marketing. You will have access to the history therein, but will not utilize it daily.
Slack - Internal communication tool, get the app! This is something you will use just about every hour of the day. (See channel list below.)
Google Apps - Gmail, Calendar, Drive, Docs, Sheets, etc…
Google Analytics - We use GA to supplement our findings or hunches from the dashboard. For example, when we see a decline in Paid Search, we will want to know whether that was due to a decline in Paid Search traffic or if traffic was flat but less effective. We now ask all customers to provide us view access so that we can help them diagnose any issues that we find about their data.
Looker - This is an analytics display interface we use for QA and additional insights. It’s for internal use only, not to be shared with clients. Looker allows us to spin up visuals of the data behind the dashboard in many ways.
Keeper - Important!! This keeps your credentials secure.
Microsoft Office - Word, Excel, Power Point, OneNote (if you like it)
Dropbox - Where we store most client data files, shared G&A files, process documents, etc.
Clarivoy Dashboard [STAGE] Environment - Used for QA
Clarivoy Dashboard [PROD] Environment - Customer-facing data
List of Slack Channels that Customer Success Team Members should join:
GA
#general
#marketing
#retweet
#random
#officesupplies (if you need Controller to order anything)
#columbus (if you work in Columbus)
#lunchnews (if you work in Columbus)
#happyhour (mainly only interesting if you live in Columbus)
CS / Sales
#automotive (Industry news)
#clients (Client news)
#cswinning (Share success stories here)
#help_me (CS Specific team channel. Reach out here when you need help/support/training from other CSLs or DIS)
#customersuccess
#csl (this is a private channel with CSLs only)
#taxonomy
Data & Systems
#dashboard_issues
#dataintegration
#datasecurity
#looker
#salesattribution (tells you if the nightly matching & ClickTrails jobs ran successfully on the servers)
Product Specific
#productteam
#tva
#authenticated-audiences
#on_demand_attribution
Ops Team
#sales-leads-processing (provides alerts related to etl_leads_preprocessing_processing and etl_sales_preprocessing_processing Airflow jobs)
#upload (provides updates on all uploads performed in the DMUI Upload tool)
Engineering Ops
#dev_team
#all_hands_on_deck