How Squarespace Enterprise Account Managers Support Complex Customer Workflows
Every Squarespace Enterprise customer is paired with a dedicated account manager who provides white-glove support. Here’s how one account manager solves advanced workflow challenges for his customers and advocates on their behalf.
For Cornell Ward, excelling in Squarespace Enterprise customer assistance means more than just knowing the platform well. While the senior account manager has gained a wealth of product expertise in his eight years working at Squarespace, he prides himself on going a step beyond coaching customers on platform basics. He helps them fully integrate Squarespace into their corporate workflows.
“Account managers really get to know the order of operations at their customers’ companies,” Cornell explains. “We’re not just a support person, we’re like a part of their team.”
Squarespace Enterprise customers and specialized support needs
Enterprise customers differ from other Squarespace users in that the platform must fit into their organization's larger, pre-established workflow. Like any effective corporate tech stack, all parts must seamlessly work together to accomplish business goals—and that can be complicated.
Since Enterprise customers often have many variables and third-party extensions involved with their workflows, they may have a higher chance of experiencing interruptions than standard-plan customers. They’re more likely to benefit from the hands-on support and investigative troubleshooting that an account manager offers.
“If a customer is experiencing unexpected site behavior, I’ll usually create a quick test site to try and replicate it,” Cornell says. “If I can identify the source of the issue, I’ll either fix it myself if I can, or coordinate with other [experts] inside or outside of Squarespace who can help.”
“I operate at a high state of urgency once I’m aware that a customer is having problems,” Cornell explains. “I know time is money, and I don’t want their business to be affected by service delays.”
Squarespace Enterprise account managers and cross-vendor collaboration
Cornell’s track record of successful problem-solving proves his dedication to customer product implementation and maintenance. Whether customers are new to Squarespace and piecing together their workflow or long-time users seeing unexpected changes in a process, Cornell is ready to advocate on their behalf.
“I take extra time to prioritize any issues the customer might be having,” he says. “I don’t just look for an easy answer—I try to dig deeper and find out why the issue is happening.”
One major achievement he describes is helping a customer correct how a third-party shipping extension worked (or, in this case, didn’t work) with their site. When the customer reported that buyers’ shipping information was no longer displaying correctly on their site, Cornell jumped into troubleshooting mode and called the extension vendor to investigate.
After four days of liaising between the customer and the vendor, Cornell was able to identify the technical source of the issue and rectify it. His discovery helped the vendor fix a broken API key on their end that interfered with how shipping weights appeared in the extension. Both parties were extremely grateful for his proactive assistance and for catching a problem that would have only compounded in scope, impacting more users if left unchecked.
“They think I’m a wizard,” he laughs. “One of the best parts of my job is seeing people get excited that I’ve solved something for them. They’re typically not used to my level of personal support with other software providers; they’re used to reaching out to an email address and not getting much back in response.”
Helping your Squarespace Enterprise account manager help you
While the shipping extension case was an exceptionally demanding one, Cornell explains that he often solves issues within a day—especially if customers bring them to his attention early.
“If I see an email when I first log on in the morning, I can start researching right away and get any conversations started promptly,” he says. “That makes it easier to reach a solution by the end of the day.”
He enjoys the challenge of solving new technical puzzles and advising his customers on how to optimize Squarespace Enterprise in their tech stack.
“A standard plan doesn’t cover the extra time it takes to coordinate across teams, get other experts involved, and really figure out what’s going on,” Cornell says. “That level of service is unique to the Enterprise plan.”
