Roles and Responsibilities – RequirementONE HelpCenter

RequirementONE understands that you are the experts in your business and that when you contact us, you need to be connected to one of our experts. For this reason, every RequirementONE Customer Success Engineer and Premier Customer Success Engineer must be customer advocates, and be certified in RequirementONE and our supporting technologies.

So that you know who to work with, here is a ‘Who's Who’ of the RequirementONE Customer Success team.

RequirementONE Job Title	Role
Customer Success Engineers	Customer Success Engineers are responsible for Customer On-boarding, implementation, training and ongoing assistance for our customers. Customer Success engineers will hand off issues to the relevant team (Support, Development, Consulting, Management...), while maintaining all communication with you.
Support Engineers	The RequirementONE Support team handle and own your support cases, investigate them, escalate as appropriate, and manage them to resolution.
Premier Customer Success Engineers	For Premier Customer Success customers, this team is designated to look after your RequirementONE investment by providing expedited access to the necessary resources you need.
RequirementONE Developers	RequirementONE Developers work with the Customer Success teams to triage product issues and manage them to resolution as well as taking enhancement requests, and adding them to the product requirements.
Customer Success Manager (CSM)	Your CSM is your designated resource, who will provide: Regular Communication Single Point of Contact for questions, escalations, assistance Customer advocacy to ensure Your voice is heard when decisions are being made Best practice advice to maximise your investment Strategic planning to map RequirementONE capabilities to Your business objectives. Quarterly Customer Success Meeting Annual Business Review

If you are reporting a problem, we will work with you to understand it as well as the impact it is having on your business. Please help us to help you by including the following details when you log a call:

Explain the issue with as much detail as possible about the circumstances in which it happens
When the issue started
Any changes made around this time
Impact the issue is having; please refer to Priority definitions
Troubleshooting carried out to date
Any supporting evidence, such as on-screen messages