Customer Success Lite Data Sheet
Service Description
The CloudZero Customer Success Team partners with customers to ensure a successful cloud
cost intelligence program.. The primary goal of a CloudZero FinOps Account Manager (FAM) is
to maximize the value you get from the CloudZero platform and help advance your strategic
FinOps business objectives throughout the engagement.
Service Activities
CloudZero is responsible for the following activities:
- Assign a CloudZero FAM to partner with the customer throughout the term of the
subscription - Lead the onboarding of a customer onto the CloudZero platform. This may include any of
the following activities:- Kickoff call to identify goals and plan the onboarding activities
- Weekly calls for the first month of the engagement to ensure smooth onboarding
and quick time to value - Creation of Dimensions, which represent the primary business contexts a
Customer uses to advance FinOps objectives (e.g. engineering engagement,
financial reporting, etc.) CloudZero creates up to 1 business Dimension. - Creation Up to 2 Views, which a customer can use for proactive cloud cost
notifications - Deployment of applicable standard dashboards: Tag Coverage, Reserved
Instance Coverage, End-of-Month Activities, Monthly Team Summary - Dashboard creation using CloudZero Analytics. CloudZero creates up to 1
dashboard. - Unlimited Access to CloudZero Academy, Office Hours, and Consultation for the
following:
■ Review your cost trends since the last check-in
■ Explore cost optimization opportunities
■ Discuss user adoption and the adoption of CloudZero features
■ Review latest release notes and upcoming feature releases based on
interest to the customer - Conduct Executive Business Review (EBR) a minimum of once per year with a focus on
the status of the implementation and subsequent CloudZero adoption and value
realization - Provide ongoing technical support via email and Slack/Teams (Only in the onboarding
phase)
Customer Responsibilities
Every Customer is responsible for the following activities:
- Designate the following roles on Customer team:
- An executive sponsor who understands the strategic goals for CloudZero and
can act as a point of escalation - A program manager who can help coordinate Customer “To Dos” and make
decisions that impact the configuration and adoption of the CloudZero Platform - A technical point-of-contact who will administer the CloudZero Platform
- Up to 3 additional contacts to whom CloudZero will provide technical support
- The executive sponsor, program manager and technical point-of-contact shall participate
in all EBRs
- An executive sponsor who understands the strategic goals for CloudZero and
- Connect all applicable cloud accounts to the CloudZero platform
Assumptions - All services will be provided virtually unless mutually agreed upon and paid for by the
customer - All services will be provided in English (we do have team members who speak
Portuguese, Spanish, Czech, Slovak, Japanese, Hindi, and Urdu) - All services will be provided during the following business hours (US EST): 8:00
AM–8:00 PM for U.S. For customers with teams in EMEA and Asia Pacific, CloudZero’s
Customer Success Team does have staff that consists of FAMs and Technical Support
Engineers for coverage in Central Europe and India. All other time zones will be on a
best-effort basis.
For any further FAM support, please contact [email protected]
Updated 14 days ago
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