At EEG Video, we have announced the launch of our customer success program. The new department provides significant additional support, training, and educational resources to EEG customers, and is led by Caleb McKerley, who joins the company as our first Customer Success Manager.
McKerley comes to EEG with extensive experience in client onboarding, implementation management, and user adoption growth. Most recently, McKerley was Engagement Manager for CityBase, a technology provider for government and utilities. Prior to that, McKerley was Customer Success Manager for HR software provider Appleton Talent/Spur, where he created training materials, drove user adoption, and increased customer engagement.
“The role of a customer success professional is to serve as an in-house advocate for users,” McKerley says. “I enjoy serving in this proactive support role, one that goes beyond providing training and extends into consistently gathering feedback. This is vital in helping EEG to tailor our solutions for the evolving needs of traditional and next-gen captioning applications, as well as ensuring that customers fully benefit from all of the features available to them.”
McKerley places equal emphasis on gaining expertise with increasingly popular EEG solutions such as Lexi Automatic Cloud Captioning and Falcon Live Streaming RTMP Caption Encoder, and understanding the diversified needs of users spanning broadcasting, streaming content creation, corporate, educational, and government/municipal verticals.
“My role is to bridge that gap between the tech and the people that depend on it,” explains McKerley. “Customer success is about being an active listener and creative thinker, so that we can form deeper relationships with customers that allow them to best capitalize on everything EEG has to offer.”
According to Bill McLaughlin, VP of Product Development for EEG, the consistent growth of cloud-based workflows calls for a more involved approach to relationships and account management for captioning solutions providers.
“What used to be a strictly hardware-based application with a clearly-defined signal path is now cloud-based with infinitely more interoperability scenarios,” McLaughlin says. “The expanding media universe means more ways to use EEG’s captioning solutions, with many more new kinds of creators joining our user base. As our new Customer Success Manager Caleb McKerley underscores EEG’s commitment to assisting our users, gathering their feedback, and implementing it even more efficiently than ever. That leads to ever-better captioning solutions and the best possible customer experience.”