BeyondTrust is more than a security solutions innovator and provider, we’re also a dedicated business partner that helps you strategically secure your organization. We’ve built a proactive Customer Success organization focused on delivering a consistently high level of service to our customers. We understand and align with your business goals, and we back you with a coordinated, unified team that is there when you need us.

Technical Account Manager*: Keystone of Your BeyondTrust Team

As your central point of contact, your Technical Account Manager (TAM) will help you optimize your investment with BeyondTrust solutions over the lifetime of our relationship. A TAM will serve as your day-to-day advisor and bridge between our sales, support, professional services, and renewals teams. Your Technical Account Manager will:

  • Understand your high-level goals
  • Review technical use cases and milestones to address your specific challenges
  • Coordinate with support to efficiently resolve your open tickets
  • Connect you with product management for roadmap discussions
  • Conduct strategic business reviews with you and your team
  • Keep the BT executive team apprised of your health

Customer Success

In the Words of Our Customers

“Every time we look at any competitive solutions, we all bring up the BeyondTrust support being unmatched. No other vendor delivers this high of a standard in support, and that weighs heavily in our decision-making.” – Major Healthcare Provider

“This is exactly why I recommend your product universally to all companies I work with. You guys are first in customer service and have the strongest product functionality and delivery.”
– SMB Customer

“I am thoroughly impressed by the ability to handle each situation. Support is not only professional, but can also crack a joke while we are waiting around. It is a pleasure working with BeyondTrust’s Support team.” – Major Telecommunications Company

Professional Services: Ensuring a Successful Deployment

BeyondTrust Professional Services experts work as an extension of your team to understand business objectives and policies, use cases, system architecture, and technical requirements. Our team can provide guidance on best practices for developing, deploying, and supporting a BeyondTrust solution — optimized for your unique environment. Our Professional Services Engineers also enable you to effectively manage your solution by sharing product knowledge to you through real-time guidance and instruction, as well as through structured training sessions.

Customer Support: Helping You Stay on Track

BeyondTrust offers global, around-the-clock support to ensure your solution stays finely tuned and up-to-date. We also provide a self-service customer portal that hosts a knowledgebase, forums, case management tools, product videos, and more. Access the portal to:

  • Open tickets and manage cases
  • Download documentation
  • Manage serial numbers
  • Get product updates
  • Access knowledgebase articles and educational content
  • Share and vote on feature requests
  • Be part of the BeyondTrust community

BeyondTrust Customer Support also includes 24/7 phone support, plus a 3-year appliance hardware warranty with next business day service.

Continued Engagement to Ensure Your Success

In addition to backing you with a coordinated account team, we know it’s important to maintain consistent communication with you.

  • Regular, proactive check-ins from your TAM, CRM, and account executive
  • Strategic Business Reviews ensure you stay on the path to success
  • Health checks to help with verifying settings, customizing reports, and more
  • Case-related Customer Support communications, plus scheduled meetings for special projects
  • Email updates on product announcements, event invitations, and industry news
  • Customer satisfaction surveys

Along with using customer surveys, we’re tracking the health of our relationship over time. This allows us to continually deliver a high level of service and enables us to identify when you might need some extra assistance. We’ll share your dashboard with you and use it to align on needs and next steps.

*Available for some accounts

Read the complete Data Sheet!

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