Simulation Details

Apptega is a leader in compliance technology, specializing in simplifying cybersecurity and compliance management for businesses across industries like healthcare, finance, and manufacturing. Its platform offers key features such as automated compliance reporting, customizable dashboards tailored to regulatory requirements, and seamless integration with third-party tools like Microsoft Azure and AWS. Apptega’s impact is demonstrated by its global client base of over 1,000 organizations, ranging from small enterprises to Fortune 500 companies. The company is committed to addressing industry demands for simplicity and speed, refining its onboarding process to reduce implementation timelines and enhance client satisfaction.

As the Senior Customer Success Manager, you are tasked with addressing dissatisfaction expressed by Priya Malhotra, a Senior Compliance Officer from a high-value corporate client. Priya’s team has faced challenges with Apptega’s onboarding process, including inefficiencies in platform usability and unclear instructions for AWS integration. You will engage Priya in a one-on-one chat to uncover the root causes of her dissatisfaction and propose actionable solutions. To inform your plan, you will collaborate with Miguel Santos, the Lead Platform Engineer, to identify a feasible technical adjustment. You will also integrate insights from marketing resources to enhance client engagement. Your ultimate goal is to secure Priya’s confidence in Apptega’s platform and ensure contract renewal, safeguarding both immediate client satisfaction and long-term retention.

– Engage Priya Malhotra in a one-on-one chat to understand her concerns and priorities.
– Use active listening and strategic questioning to uncover the root causes of dissatisfaction.
– Collaborate with Miguel Santos to identify one actionable technical adjustment to address Priya’s challenges.
– Draft a persuasive response showcasing the tailored success plan and Apptega’s platform value.
– Demonstrate empathy, problem-solving, and clear communication to instill confidence in Priya and secure contract renewal.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Priya Malhotra
Senior Compliance Officer

Miguel Santos
Lead Platform Engineer

Alex Carter
Senior Customer Success Manager

Evelyn Zhang
Director of Customer Success

Organization

A leader in compliance technology, specializing in simplifying cybersecurity and compliance management for businesses across diverse industries.