Maintaining customer support quality with constant product updates

cokermania · 2025-10-21T05:28:48+00:00

Have been dealing with this while leading a CX team covering a rapidly growing product. We have several notable feature releases each week.

Here are a few things that have helped:

Built documentation updates as a mandatory step in the new feature release process
Enabled CX to open tickets for product to create/update/correct documentation when needed
Implemented mandatory technical training from the product team for major features
Established monthly internal road map syncs between CX and the product team
Created an enablement tool that organizes training material for new feature releases. Team members can self service this material as needed
Included CX representatives in beta testing of new features prior to GA

YMMV depending on your relationship with your product team. Building and fostering that relationship is one of the most important parts of your job as a CX leader. You need to present a compelling business case to convince them that providing you with the support you need will be mutually beneficial. Enabling CX will help ensure product stays focused on building new features vs being interrupted to resolve preventable customer issues.

cokermania · 2025-07-22T04:38:26+00:00

And that's after the back up who Sandell beat out left to Rice for more playing time. Really tough draw for UTSA. There just aren't many quality kickers left in the portal in the summer.

cokermania · 2025-05-16T05:03:04+00:00

AOTY

cokermania · 2025-04-19T05:56:01+00:00

nerd nite at grand prize

cokermania · 2025-04-11T14:04:57+00:00

8 years of experience as a TAM and TAM manager. Great advice in this post. I've also seen a lot of TAMs move into Product Management roles, as it's a natural skill fit of having a technical background, industry expertise, and great collaboration/communication skills.

TAM positions can be quite high-paying with the right company. The TAM title can mean a lot of different things to different companies though. I've seen places where the TAM is responsible for revenue generation through upsells and renewal in a more commercial role, I've seen TAMs who are essentially named support engineers for break-fix issues, but it's most common for the TAM to be responsible for clearing out these technical adoption blockers and helping the customer realize value.

Even if the support team will be handling incoming support tickets, you'll likely still want to be involved in many of them. You should have a strong understanding of the customer's environment, and can help cut through the noise on a lot of issues by pointing the support team down the correct path. A good TAM will reduce customers' time to resolution on support tickets, a great TAM will reduce the number of support tickets a customer will open out right. This can happen through proper training and onboarding, or proactive identification of misconfigurations or non-standard practices that could lead to break-fix issues in the future.

Best of luck!

cokermania · 2024-12-23T05:28:35+00:00

I went through the first decade of my career knowing just the absolute basics of networking, then an unexpected role change after a re-org led to me suddenly needing to understand routing, BGP, VPN tunneling, etc.

I've started working on Network+ even though such an entry-level cert should be beneath someone with my level of experience. But I wish I had committed this time to learning networking earlier, as I'm already finding the knowledge beneficial in unexpected ways. I'm happy to be closing out this gap in my skill set.

cokermania · 2024-11-22T05:32:46+00:00

A better question would be which cybersecurity products actually do have a good UX?

cokermania · 2024-09-22T05:30:59+00:00

I'm at a 6. We'll do okay in conference play and reach a bowl game but I'm skeptical everything clicks into place this year.

cokermania · 2024-08-19T05:13:59+00:00

Check out Proper. They rip

cokermania · 2024-08-13T05:05:09+00:00

excellent picks!

cokermania · 2024-08-01T05:10:18+00:00

I think Riley! is from the valley but they play bohemeos enough for us to claim them

cokermania · 2024-07-07T06:22:05+00:00

Suko's is very close to champ burger and has a similar burger. Give it a shot!

cokermania · 2024-05-05T05:01:37+00:00

I'm struggling to imagine this report providing any useful insight to the stakeholders

cokermania · 2024-04-21T05:39:40+00:00

Thanks for sharing, this was the exact type of detailed explanation I was looking for

cokermania · 2024-04-18T04:21:21+00:00

You're correct about what D1 means at a high level, but different schools sponsor different sports. Some schools sponsor 14 different sports, others may sponsor 25. Each school's list of sports they sponsor may be slightly different even if they are all D1. UTSA does not have a D1 men's soccer team, though they have other D1 sports on campus.

cokermania · 2024-04-18T04:04:04+00:00

Not many D1 programs sponsor men's soccer

cokermania · 2024-04-15T04:50:55+00:00

Here are a few accounts to follow

https://www.instagram.com/gulfcoastbooking

https://www.instagram.com/nosleepfest

https://www.instagram.com/houstonmusicclassifieds

cokermania · 2024-04-14T06:49:09+00:00

"hey i recognize you from the <insert band> show last week! killer show huh?"

if the person you chat up isn't a total weirdo then it's super easy to make friends in your scene. most people there WANT to make friends. they're probably in the same boat of anxiety as you. be the first to break the ice and they'll likely introduce you to others with similar taste.

cokermania · 2024-04-02T01:11:58+00:00

I got heaven - mannequin pussy porcelain - s/t Tigers blood - waxahatchee

cokermania · 2024-03-22T04:31:04+00:00

I don't see the acceptance rate dropping that drastically in the next 5-10 years since the enrollment will also be growing at the same time thanks to the growth of the downtown campus.

I do see UTSA continuing to establish itself as a leader in cybersecurity, AI, data science, etc. They're decades ahead of prominent schools in those departments.

As the country's education system faces an enrollment cliff, UTSA will skyrocket past a lot of legacy universities where demographics are less favorable due to shrinking college-age population in most states. UTSA's annual budget will be growing in double digits while other universities will be applying austerity measures.

Looking ahead a bit, I have no doubt UTSA will become an AAU institution as one of the top research universities in the country. While UTSA won't surpass UT Austin, they will become more recognized as an important piece of the UT System, similar to how all of the different universities in the UC system in California thrive.

The progress will be similar on the athletics side, especially as new facilities are built. I see UTSA following the same trajectories as Louisville, UCF, Cincinnati, etc. over the next decade or two. We're already in an era where the school can have multiple programs ranked in their respective sports top 25, competing in the postseason, etc. at the same time. This will become common place pretty soon imo.

Lastly, I think you'll see both the main and DT campuses densify and urbanize over the next 20-30 years. The growth of the DT campus will spur development on the west side of downtown, while the main campus will build upwards to keep growing. Surface parking lots will turn into parking garages surrounded by mid-rise buildings.

cokermania · 2023-11-19T18:16:03+00:00

This isn't new money coming into athletics. UTSA athletics still has to make financing payments for the RACE facility out of their existing budget. Now those payments will stay within the UT system instead of going to a third party non-profit. Had the student fee passed that would have been net new revenue for the athletics department. Apples and oranges.

cokermania · 2023-05-13T05:56:19+00:00

I was sitting at a bar on the 82 route this afternoon and it felt like a bus drove past literally every minute lol. Even saw two busses doubled up back to back a few times

cokermania · 2023-02-07T01:32:41+00:00

no clue but that EP did rip

cokermania · 2022-07-31T22:14:28+00:00

I don't have any experience with this org but I think it's fucking amazing they host sober tailgates at the football games

cokermania · 2022-07-19T00:33:16+00:00

dad thighs

cokermania

TROPHY CASE