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ArticlesALL: How to Request a Technical Customer Success Management (TCSM) Session

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ALL: How to Request a Technical Customer Success Management (TCSM) Session

This article describes how to request a Technical Customer Success Management (TCSM) session. Customers with Premier or Elite Success Plans are entitled to a set number of Technical Success Engagements each year. These engagements provide time with technical resources to support, educate, and enable teams on Certinia products. The process for requesting a session differs for Standard Support customers versus Premier/Elite Support customers. Standard Support customers have a limited number of sessions and should work with their CSM. Premier/Elite customers can request a session through the Certinia Community portal. The article provides details on the types of engagements available, such as technical coaching and architectural reviews.

  • Apr 28, 2026
  • Knowledge

Title
ALL: How to Request a Technical Customer Success Management (TCSM) Session
URL Name
ALL-How-to-Request-a-Technical-Customer-Success-Management-TCSM-Session
Summary
This article describes how to request a Technical Customer Success Management (TCSM) session. Customers with Premier or Elite Success Plans are entitled to a set number of Technical Success Engagements each year. These engagements provide time with technical resources to support, educate, and enable teams on Certinia products. The process for requesting a session differs for Standard Support customers versus Premier/Elite Support customers. Standard Support customers have a limited number of sessions and should work with their CSM. Premier/Elite customers can request a session through the Certinia Community portal. The article provides details on the types of engagements available, such as technical coaching and architectural reviews.

Objective

This article describes how to request a Technical Customer Success Management (TCSM) session

Product Area
All products
Release Version
All Versions
Environment
  • All Products
  • All Versions
Procedure
  • Certinia customers on the Premier or Elite Success Plans are entitled to for a predefined number of Technical Success Engagements per year. Technical Success Engagements are specialized ways for you get time with Certinia’s top technical resources. These engagements are built specifically to help support, educate, and enable you and your teams on the best way to use your Certinia products.
  • Community Support Users and Community Support Super Users at your organization can request sessions by following these steps:
  1. Log into the Certinia Community
  2. Navigate to My Certinia > Technical Success Requests > Technical Success Engagements > Request a Technical Success Engagement
Additional Notes
Technical Success OfferingDescription
Technical CoachingSessions designed as interactive, outcome-based engagements with specialized resources that provides best practice guidance & recommendations. Typically these are single topic sessions and focused on our best practices and core design theory.
Adoption CheckHigh level analysis of your solution with particular focus on a specific areas where adoption has been a challenge. You'll walk us through some or all of your Cash Conversion cycle and we'll provide 2-3 observations with 3-5 recommendations that you can immediately act upon.
Analytics CheckSimilar to an adoption check, this engagement is focused on readiness, adoption, and maturity of Advanced Reporting tools.
Use Case Maturity EvaluationSimilar to an adoption check, this engagement is focused on features/functionality for which the customer is already using, but may not be fully leveraging.
Architectural ReviewFocused on the overall design of the solution and the fitment within the customer's overall ecosystem.
Tailored Release PreviewThis is a personalized overview of the most recent release for which the customer is ready. It includes both process overview and prioritized feature adoption recommendations.
Upgrade PlanningFocused on the process of upgrading to a release within the full support scope. We'll focus on feature review, customization evaluation, test plan review, & data considerations. We'll provide an appropriate level execution plan as well. 
Key Event ManagementFocused support for business unit go-lives, critical upgrades, and other key events surrounding Certinia products. This is a high touch period involving the entire account team.
Engagement InsightsPeriodic review of the Certinia technical engagement. May include a review of cases, escalations, recommendations, and next steps for continued improvement.
Product Roadmap Alignment
  • Part 1: Customer prioritization
  • Part 2: Alignment with Certinia investments
  • Part 3: Bi-annual conversation with product leaders

 

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Knowledge:ALL: How to Request a Technical Customer Success Management (TCSM) Session