This blog was last updated on November 7, 2023

If you are evaluating Sovos, we want you to understand expectations for the customer experience and what teams are there to support you. At Sovos, we have a range of teams ready to support you from the day you sign a contract. Whether it be a customer success representative to review the value you are getting out of your services, or a member of our regulatory staff to update you on new taxability rules, we have you covered through the entire Sovos onboarding process.

Here’s a rundown of six key departments in Sovos focused on customer success:

Professional Services

Professional Services provides a hands-on onboarding experience for all software and subscriptions. Top benefits include:

• A dedicated project manager
• Experienced consultant(s)
• Weekly status calls
• Customized project plans and go live planning
• Live software/service training

Regulatory

Regulatory Analysis & Design supports client go-live when helpful or requested. What can you expect from this team?

• Access to regulatory counsel or specialist from our team of 65+ experts
• New content (GSC) research and delivery
• An explanation of complex tax scenarios
• Product taxability mapping support/best practices
• Discussions on compliance implications of specific configurations (e.g., tax obligation)
• Answers to other feature/functionality questions

Managed Services

Managed Services offers the option to outsource your tax filing obligations so you can redirect your internal team towards other important business initiatives. They make sales tax filings quick, easy and painless by:

• Importing, populating, reviewing and approving tax returns through a secure online portal.
• Providing visibility into current and past filing activity and tax data.
• Maintaining and validating tax exemption certificates in a centralized location for easy checking and tracking.

Client Support

Sovos provides unlimited support for Sovos-supported products and is there for you whenever you need it. How can you utilize Client Support as a Sovos customer?

• Support is open 8 a.m. – 8 p.m. EDT, Monday – Friday
  • With emergency support available if needed
• There are three ways to contact Support
  • Access the Client Portal with the ability to enter, update and review all current cases
  • Send an email to create a case and initiate communication
  • Dial a call in number to talk to a live support agent
• Questions regarding taxability content (rates, rules, and alike) are routed to our Regulatory team for legal analysis and written response
  • Regulatory Analysis is always available for a tax-to-tax conversation about any rule in our system or to discuss future new content based on your business expansion

Customer Success

Sovos Customer Success works with clients to achieve their desired outcomes. They want to understand what customers hope to achieve so that they fully comprehend what is needed. How do they do so?

• Initiate: Ensuring smooth handoffs, knowledge transfers and checkpoints throughout your Sovos journey.
• Participate: Regularly holding reviews directly with customers to ensure value from solution and services. Our team helps customers get the most out of their solutions.
• Actualize: Helping customers with renewals.
• Advocate: Through strategic touch points Customer Success can:
  • Identify additional needs
  • Uncover advocates
  • Track references and advocacy requests

Account Managers

Account Managers are a strategic partner and resource for when you have a new business problem to solve or need to expand your solution. For our customers, Account Managers will:

• Meet on a jointly determined cadence for business reviews, discuss your goals, roadmap needs and stay informed of Sovos updates.
• Act as a liaison to the other Sovos partners, aiding with escalations and coordinating meetings as needed, partnering closely with Customer Success.