Welcome! Now that your implementation is complete, you have access to a full suite of wrap-around resources designed to help your institution maximize the value of your Watermark platforms.
This guide is your essential roadmap. It shows you what resources to take advantage of when, so you always know where to go for strategic guidance, quick answers, peer collaboration, and product mastery.
Strategic Navigator: Your Client Success Manager (CSM)
Access It Here: Your Primary Watermark Contact
Think of your Client Success Manager (CSM) as your "air traffic controller" guiding your journey at Watermark. Post-implementation, your CSM is your primary partner for high-level strategic guidance. They help your institution maximize the use and value of Watermark’s platforms by aligning our solutions to your campus goals and needs. If you need help utilizing your service package, deciding on the right training offering, or mapping out your annual success goals, your CSM will direct you to the right resources and ensure your institution is always ahead of the curve.
Immediate Answers: Help Center & Support Team
Access It Here: Help Center Website, Chat, Phone, or Ticket Submission
The Help Center is your one-stop shop for quick, reliable support. Whether you have a simple question or a complex technical issue, we're here to help you get unstuck fast. You can quickly access our comprehensive how-to guides or get specific instructions right away by asking a question to our native AI chat bot. If you need to troubleshoot an issue, submit a ticket, reach out via chat, or call our support team. We pride ourselves on efficiency, with most tickets resolved in under 2 hours. The Help Center is also where you'll find crucial planning information, including our roadmaps for upcoming feature releases and detailed release notes.
Mastery and Deep Expertise: Academy, Professional Services, and Office Hours
This resource group is designed to help you and your team achieve mastery of your tools, whether you're new to the system or seeking advanced training.
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Watermark Academy & Professional Services: The Watermark Academy offers flexible courses tailored to your needs. To ensure you maximize the value of your Watermark solutions, we help you stay agile, set new goals, and continuously optimize your processes. You can take advantage of our Professional Services by utilizing your service package. Your CSM can help you get set up with offerings that include 1:1 consultations, change management workshops, and certification programs.
- Access It Here: Watermark Academy Portal
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Office Hours: These are dedicated times for our partner institutions to spend time with members of the Watermark Client Experience team. Each session focuses on a specific product and is hosted by a system expert, offering a chance to get help troubleshooting issues, ask questions, receive guidance, and meet other Watermark customers in a live setting.
- Access It Here: Watermark Office Hours
Community, Collaboration, and Ideas
We provide several key avenues for you to connect with your peers and help shape the future of our products:
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Watermark Community: Our online community connects you with peers from across the globe. It's an invaluable space to collaborate, ask questions, and share how Watermark tools are helping you achieve your goals.
- Access It Here: Online Community Portal
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Aha Portal (Ideas Portal): The Watermark Ideas Portal allows you to directly shape the future of our products by submitting and voting on ideas for new features and improvements you would like to see in our products.
- Access It Here: Aha Ideas Portal