Customer Success Services
Because Your Success is Our Success

Just as we have built people-centered products, we have built a business centered around you. Because our success is dependent on yours, we have designed a holistic model to create sustainable value for our customers over the long haul that integrates account management, consulting services and customer support.

What our Customers are Saying…and Doing

  • The SumTotal support team has always been very responsive in turning around issues quickly, keeping us up to date as to what’s going on, and made us a very happy customer.

    Debbie Collins
    Capgemini Director of MyLearning

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  • As a partner, SumTotal has delivered on all of our expectations and more. Beyond providing us with a state-of-the-art technology solution, they have demonstrated a high level of commitment in helping us reach our goals to proactively manage and deploy our workforce, ensure accurate payroll information and enhance the productivity of our workforce.

    USA Funds LMS Project Manager

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  • We very much appreciate the opportunity to bring to SumTotal our evolving needs. We are always pleased with their ability and readiness to address those needs rapidly and transparently with us

    Ken Dude
    Edward Jones HR Principal

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  • SumTotal is very quick and helpful in responding when we need assistance. Their prompt response demonstrates their understanding of the importance of both the availability and reliability of our compensation management system.

    Joanne Millward
    Global HR Information Systems Program Manager for large pharmaceutical company

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  • We are very happy with SumTotal Work: Expense Management…And, of even greater importance to us is that we have developed an effective working relationship with SumTotal which will allow us to continually move the technology forward.

    Dan Garuti
    Loomis Sayles Vice President

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  • Getting upgrades on the SumTotal cloud solution has been much faster, resulting in real, measurable time savings for our team. With just a phone call, SumTotal’s support staff can see our environment and work with us in real time to resolve any issues."

    Spencer Hyde
    SkyWest Director of Multimedia and Business Development

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  • We were pleased to leverage the cloud-based SumTotal Learn solutions, as they represented the best choice for our business. SumTotal has helped us stay focused on delivering high-quality content, rather than having to manage a complex hardware and software environment.

    Ken Tanaka
    Tokyo Electron Senior Manager of Global ServiceGroup, Field Solution Department

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  • SumTotal does all of the enhancements and testing. That has saved us an enormous amount of time. We appreciate the professional and organized way that SumTotal handles new releases. We also love the flexibility of the system for turning on or off features that are relevant to our users.

    Stephanie Patterson
    USA Funds LMS Project Manager

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SumTotal takes a holistic approach to Customer Success, because our success is dependent on yours.


Customer Success

Customer Success

Each account has a Customer Success Manager assigned to them. Their job is to own the customer experience end-to-end, be the front line for communication and problem-resolution and ensure long-term customer value is being delivered. They will work directly with Customer Services and Support to ensure overall customer goals are being achieved day to day.

Customer Support

Customer Support

Each account has a Customer Support Manager assigned to them. Their job is to ensure that any customer issues are being addressed or escalated to speed time to resolution on all post-implementation issues. We offer 24x7 telephone support and an eServices Incident support portal.

Customer Services

Customer Services

Each account has a Customer Services Manager assigned to them to lead the implementation or go-live services up front. Their job is to ensure that the initial deployment of the solution is successful and that goals for go-live are achieved. Unlike other HR software vendors, SumTotal implements all of its own solutions and conducts all of its own consulting and training.

We Like Long-Term Relationships

We believe in building partnerships with our customers to create great places to work. We strive to understand your business, its goals, and how you define success. It’s not so much about the features and functionality of our software, but rather how our customers leverage technology to achieve their business needs today and into the future. Our company is built to create sustainable value for our customers over the long haul because we like long-term relationships. It’s about more than human capital management (HCM), it’s about enabling you and your employees to be the best you can be.


Using customer-proven methodologies, SumTotal deploys your Talent Expansion system rapidly while minimizing the impact of change on users and day to day operations. We also work with you to define metrics that quantify your success, as well as deliver services to support organizational development and change management. Unlike traditional Human Capital Management companies, we blend “high tech” with “high touch” to integrate the best in technology with the most contemporary behavioral-management theory and processes. Consulting services include:

  • Change Management
  • Competency Modeling
  • Skills & Behavioral Assessments
  • Organizational Surveys
  • Executive Coaching
  • Talent Development & Training
  • HR Process Design
  • Benchmarking


We offer training courses for all of our solutions, as well as customized content development for customers with specific needs. Created by award-winning instructional designers, our instructor-led training courses, online learning, and virtual classes offer thorough product instruction, providing you with an in-depth learning experience. Training services from SumTotal will help you:

  • Apply learning on the job to get the best results
  • Increase your ability to leverage product features
  • Facilitate change through rapid immersion
  • Reduce inefficiencies
  • Increase training capacity with train-the-trainer options


SumTotal provides a comprehensive support system for all of our customers, including available 24x7 support. Partnering with our customers, we are focused on customer satisfaction and ensuring success through the use of our innovative products and outstanding support delivery. Your satisfaction is our measure of success. For technical assistance, please take advantage of our telephone support line or our eService Incident Management Portal.

Contact Us!


We don’t assume cloud-based Software-as-a-Service (SaaS) solutions are right for everybody. Every organization has different business and technical requirements, and our deep domain expertise and experience enable us to understand your organization, security, and legal compliance challenges. SumTotal supports customers of all sizes and in all industries by offering the most flexibility and choice. Options include:

  • Shared Cloud Multi-tenant SaaS deployment; Subscription pricing.
  • Private Cloud Dedicated virtualized customer-specific deployment; Subscription or perpetual-license pricing.
  • On-Premise Local deployment at customer site; perpetual license pricing.

HR and employee data is among the most sensitive information any organization maintains. We take security seriously. For more information about how we protect your data or choose the right delivery option, please contact us.

Programs and Initiatives

Total Success Initiative Our model for supporting every account large and small with a dedicated account manager and customer support specialist. This program has helped us achieve 96% true customer satisfaction. Each and every employee at SumTotal has a compensation element that is directly tied to customer satisfaction.

  • Total Freedom Migration Program Built to help customers easily move to new versions of our solutions without forcing you to upgrade when you can’t. We continue to support our customers, not force them out.
  • Total Connection Customer Community Is our global customer user community designed to help enable our customers to learn from one another. With large events, customer advisory boards and executive councils, we deeply engage our customers in co-innovation. We are excited to be expanding this program through 2013.
  • Total Success Initiative Our model for supporting every account large and small with a dedicated account manager, customer support specialist and a program which has helped us achieve 96% true customer satisfaction. Each and every employee at SumTotal has a compensation element that is directly tied to customer satisfaction.

Next Steps

Talent Expansion® Demo

Get a glimpse of what Talent Expansion can do for your organization and how it works.

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Capgemini Customer Video

See how SumTotal helps Capgemini streamline learning, analyze its impact on the organization, and has become second in usage only to email at the organization.

Watch Video

Request A Demo

Request a live, personalized demo for any SumTotal solution.

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