--0000000000004efcc605ec91e7b0 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable In my opinion those closest to the case should be the best to proactively mediate these issues (as they have been with billing challenges, price increases etc) These folks are truly in the home and the face of our company in our clients eyes, so they have a vested interest in their trust and professional reputation. I agree tickets need to be created for ongoing visibility and accountability for issues so we can solve process failures, but I don=E2=80= =99t think we can yet say they are not to be involved. On Thu, Nov 3, 2022 at 10:28 AM Cathy Goffredo wrote: > Hello my fellow colleagues.... > > Happy Thursday! > > Need some input. I was told yesterday that Client Success Regional > Managers should not be handling billing issues. So if they don't handle > billing issues, who is supposed to own that client issue? Billing sends t= he > email to me and my RN Client Success Manager. > > I was also told they recently updated the Client Success job descriptions= . > Is that true? The last version I have was from May. > > *Cathy Goffredo* > Regional Director PA & NJ > C. 267-406-5844 > > *Note my new email address:cathy.goffredo@TheKey.com* > *TheKey.com * > [image: TheKey] > --=20 Jay Skypeck *Regional Director New England* *445 Washington StreetWellesley, MA 02482617.910.6922* Jason.Skypeck@TheKey.com TheKey.com [image: TheKey] --0000000000004efcc605ec91e7b0 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable In my opinion those closest to the case should be the bes= t to proactively mediate these issues (as they have been with billing chall= enges, price increases etc) These folks are truly in= the home and the face of our company in our clients eyes, so they have a v= ested interest in their trust and professional reputation. I agree tickets need to be created for ongoing visibility and accoun= tability for issues so we can solve process failures, but I don=E2=80=99t t= hink we can yet say they are not to be involved. On Thu, Nov 3, 2022 at 10:28 AM Cathy Goffredo < catherine.goffredo@thekey.com > wrote: Hello my fellow col= leagues.... Happy Thursday! Need = some input. I was told yesterday that Client Success Regional Managers shou= ld not be handling billing issues. So if they=C2=A0don't handle billing= issues, who is supposed to own that client issue? Billing sends the email = to me and my RN Client Success Manager.=C2=A0 I was also told they r= ecently updated the Client Success job descriptions. Is that true? The last= version I have was from May.=C2=A0 Cathy Goff= redo Region= al Director PA & NJ C. 267-406-5844 = Note my new email address: cathy.goffredo@TheKey.com TheKey.com =C2=A0 <table cellpad= ding=3D"0" cellspacing=3D"0" border=3D"0" style=3D"border-collapse:collapse= ;color:r