SAN DIEGO, Oct. 4, 2016 /PRNewswire/ -- With subscriptions now numbering over 30,000, the makers of WebinarJam have doubled-down on their commitment to their customers with their newest acquisition: Samuel Cooper, recently Game Support Manager for Blizzard Entertainment's smash hit game, Hearthstone, has been brought on to lead Genesis Digital's customer support division.
The world is turning increasingly to online Software as a Service platforms to do their business. It's no longer enough for the application to work or even for it to be innovative. Users have to be empowered to use the applications innovatively.
"SaaS is more than making a good product. It's ensuring that customers can achieve great things with that product," CEO Andy Jenkins explained.
An eight-year veteran of Blizzard, Cooper brings expertise and a skill set from the gaming industry, the pioneers of customer empowerment. His hiring shifts the paradigm from traditional customer support to fostering customer empowerment and success. This means a greater emphasis on in-product assistance, capturing critical customer-use telemetry to rapidly modify an application according to customer activity, as well as offering a broad line of concierge services to give customers a helping hand.
"When your software is a service, your service is the product. Customer support shouldn't be a back-up plan," Cooper said. "Understanding your customers and measuring your effectiveness in real customer outcomes is the foundation for great service."
"It's a major turning point," COO Gideon Marcus agreed. "Sam is such a profound 'get,' that we're renaming the whole department, from 'Customer Support' to 'Customer Success'."
Not only will Cooper transform Genesis Digital's customer experience for its current suite of products, helping users make the most out of the flagships WebinarJam and EverWebinar, he will also build the framework for customer success in the slew of new software offerings due out in the next few months.
"I'm excited to get involved with the next iteration of WebinarJam, WebinarJam HD. The original WebinarJam is already a powerful and flexible tool, but after years of customer feedback from an active and passionate customer-base, I really think we're about to produce a game changer in usability and value. I feel lucky to step in now so that our service excellence can match our product innovation," Cooper said.
Ensuring customer success for such a broad suite of products would be a daunting task for even the most talented of leaders. Luckily, the new Director isn't coming cold. The Customer Success staff at Genesis Digital has been setting a world-class standard for more than three years.
"I'm really thrilled to work with this team. The passion and excitement is palpable talking to everyone from our engineers to our new-hire Support reps." Cooper said.
Cooper will also be taking his cues from the most important members of his team: the Customers. "I was blown away to find that our active community is fully 50% the size of our total customer base; I know a lot of larger companies that would kill for that kind of excitement from their customers. Tapping into that enthusiasm and letting our consumers steer the priorities for CS is going to be a real privilege."
Genesis Digital, LLC is a San Diego based E-Commerce SaaS company serving 30,000+ customers since 2013. www.genesisdigital.co
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/saas-powerhouse-genesis-digital-makes-customers-priority-1-with-high-profile-hire-300339057.html
SOURCE Genesis Digital