Customer Success Data Sheet

Service Description
The CloudZero Customer Success Team partners with customers to ensure a successful cloud
cost intelligence engagement. 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 subscription goals and plan the onboarding activities
  • Weekly calls to ensure smooth onboarding
  • 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 5 business Dimensions.
  • Creation of 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 5
    dashboards)
  • Provide CloudZero platform onboarding training for the customer team
  • Provide any additional support the customer might need
  • Monthly cohort (based on cloud spend) benchmarking (AWS and Azure only)
  • FinOps Assessment and best practices recommendations
  • Tailored training to drive product adoption across stakeholder teams
• After the onboarding phase, lead 30–60 minute weekly cloud cost intelligence check-ins.
  During these calls, the CloudZero FAM will:
  • Review your cost trends since the last check-in
  • Explore cost optimization opportunities.
  • Discuss user adoption and the adoption of CloudZero features
  • Review upcoming feature releases of interest to the customer based on latest
    release notes 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 (most customers prefer two EBRs each year)
• Provide ongoing technical support via email and Slack/Teams (if applicable)

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 who 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
• 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]

Download Customer Success Data Sheet