Pitt IT Customer Success Organizational Overview

Overview

This article contains a detailed breakdown of Pitt IT's Customer Success organization.
This information is current as of 4/8/2024.

"Customer Success" is comprised of the following components —

• Audio-Visual & Events Team

• Engagement and Customer Success

• Student Computing Services

  • Campus Computing Labs

  • Drop-in Support

• Technology Help Desk

Detail

In our ongoing dedication to delivering outstanding customer experiences, we have streamlined our organizational structure to establish more direct lines of communication and decision-making. This shift has empowered us to become more agile, responsive, and attuned to our customers' specific requirements.

1. The Audio-Visual & Events Team is overseen by Don Grimm.
   • KB article — Service - Audio Visual Support (pitt.edu).
   • They accept support requests through their intake form — Audio/Visual Event Request (pitt.edu)
     
      
2. Customer Success and Engagement is led by Engagement Leaders, with each Engagement Leader heading one or more Success Teams.
   • Success Teams are comprised of Customer Success Managers (CSM) and Technical Support Staff, previously known as End Point.
   • KB article — Service - Technical Consulting for Departments (pitt.edu)
   • The current list of Success Teams —

3.  Student Computing Services is overseen by Anthony Peck and encompasses the following teams:

• Campus Computing Labs

  • KB article — Service - Computing Labs (pitt.edu)

• Drop-in Support

  • KB article — Service - Drop-In Support (pitt.edu)

4.  The Technology Help Desk is overseen by Kathy Lyons.

• KB article — Service - Technology Help Desk (pitt.edu)

We are committed to cultivating robust, enduring relationships with our customers and aim to be highly responsive to their individual needs and challenges, nurturing a deeper level of trust and partnership.

Customer Success Manager and Engagement Leader Assignments

This information is current as of 4/8/2024.