N‑able Wins Gold, Two Silver, and Bronze at American Business Awards
By N‑able
Earlier this month, we were delighted to have been awarded Gold for IT Department of the Year at the American Business Awards®.
Last year (2021) was a transformative year for N‑able and the award was received for the IT Department’s ability to spin off, revamp, and rebuild a whole IT infrastructure for a brand-new public company and be fully operational within an impressive timeline of only 10 months.
“N‑able has done phenomenal work in a short span while separating from SolarWinds to become an independent company called N‑able. Their execution of such large-scale projects in challenging times when they faced a resource crunch is commendable. Moreover, they have harnessed the best industry practices in building and integrating apps to cloud as well as building a scalable infrastructure,” commented an anonymous judge from the American Business Awards judging panel for the IT Department of the Year category.
We also received a number of other awards including:
- Silver for HR Executive of the Year recognizes the achievements of Kathleen Pai, chief people officer at N‑able.
- Silver for Customer Service Team of the Year came in recognition of our Partner Success Management team.
- Bronze for Achievement in Product Innovation underscores N‑able’s commitment to helping partners protect and recover data.
Committed to empowering our customers, employees, and communities
All of this underscores our commitment to empowering our customers, employees, and communities. At N‑able, we don’t see ourselves as having customers or clients; we have partners whose success we’re committed to supporting at every step of their business journey. From consulting and implementation services to education, support, customer care, and account management, we have the customer support, customer services, and tools our partners need to get the most out of our software and grow their businesses.
Heading into 2020, we were focused on investing in taking our customer experience to the next level in order to best serve our partners. To ensure we were doing everything possible to help them succeed, we formed a Voice of the Customer team to collect feedback and help us craft our new “Next Generation Partner Success Model” based on what we were hearing.
One of the main themes we heard from this was that we needed to have a closer connection to them that was focused on providing more personalized support. Taking a “we’re all in this together” mindset, we set out a plan to formalize a Partner Success Management (PSM) team to address individual partner needs and requests.
Taking our customer experience to the next level
The formal PSM program was started in mid-2020 and scaled through 2021. The team is aligned with improvements in the overall retention of our partner base and provides a single point of contact for partners to ensure they have the resources to help them grow their business.
Since implementing the PSM program, the team has grown to over 90 people whose sole job is to support partners and focus on retention, growth, and advocacy. PSMs are fully engaged with their customer base and act as a cross-functional hub to ensure that partners are aware of the resources that tie our product experiences to our educational content in N‑able U, our self-serve marketing content in Market Builder, and our advocacy groups with the Head Nerds. N‑able provides PSMs with enhanced training and enablement offerings to ensure they have the knowledge and skills to manage partner relationships most effectively.
PSMs also conduct regular success calls and quarterly Strategic Business Reviews (SBRs) with partners. Success calls are check-ins to see if the partner has any immediate needs for the PSM to resolve. Strategic Business Reviews are more formalized and are dedicated to discussing the progress of the partners business goals, company highlights, objectives, key milestones, and others listed in their individual Success Plans. They serve as opportunities for the PSM to discuss the growth of their business and start planning for their next goals or revise their Success Plan to achieve their targets. The SBRs allow us to drive towards a proactive approach in supporting our partner’s success. Above all, they enable the PSMs to deliver value to partners that is matched to their success outcomes.
As Managed Services Providers grow their business, the PSM team ensures there is a mutual alignment of business objectives to enable them to become more successful. When they win, we win. That’s how “we’re all in this together.”
Read more about how we’re making it easier for us to work together with our partners.
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