Customer Success, Support and Training

We're helping nearly 2,000 customers deliver the talent experiences that drive business goals

With nearly 2,000 customers across the globe, our support, training, consulting and services teams have learned a thing or two about creating a successful customer journey. And helping our customers craft and deliver awesome talent experiences.

The Transformation Journey

Define goals and processes

Build or grow “HR as a business”

Explore alternative processes that technology can do or replace

× How We Work With You

When we work with you, you’ll have the advantage of thousands of hours of best practices, hands-on HR experience, and business process management and transformation to ensure your teams are empowered to lead. 

An experienced and dedicated team has helped culture-focused companies of all sizes map their talent journeys in a wide range of industries, including healthcare, finance and banking, high technology, business services and consulting, manufacturing, hospitality and more.

  • “What do you need to accomplish?”
  • “What are your CEO’s goals?”
  • “Let’s define the experiences you want to deliver to your employees, your managers, your executives.”

These are the conversation we have with our customers from the very beginning of the relationship. Customers typically have an “aha!” moment somewhere in the first few conversations, realizing how talent activation can transform their employee experiences, strengthen their retention strategies and help drive their organization forward. When your people feel that they fit in, they want to stay. You’ve sealed the deal on your brand promise.

× Implementation Services & Customer Onboarding

Putting a system in place is the easy part. Success is about ensuring that the technology delivers the experiences that keep your people engaged. What matter is results.

As highly experienced HR practitioners, we bring our knowledge as Fortune 100 human resources leaders to provide best practices to optimize technology. We’ve been in your shoes, ready to implement new technology but unsure where to begin. With the know-how from hundreds of successful projects, we share the best path to create a powerful, inspiring experience that impacts business outcomes.

During your implementation, you’ll find trusted, knowledgeable experts to help make your project move quickly and seamlessly. Our dedicated team of implementation specialists bring their years of experience to your project, aligning technology with your people and processes to achieve your project goals.

× Talent Activation Strategic Services

SilkRoad’s Strategic Services team provides a powerful combination of expertise and passion for a high quality talent experience. You gain a wealth of experience for every step of your talent initiatives. Customers rave about SilkRoad expert services, especially the commitment and energy they sense from the very first conversations.

You’ll work with former HR practitioners who have spent thousands of hours with our customers in pre-sales and post-sales engagements, helping them map a consistent journey. Expect innovative thinking, an in-depth knowledge of SilkRoad solutions, and the resources you need to ensure your business goals are met while engaging employees, building a talent activation culture, driving the business while maintaining compliance.

  • Complete partnership with a deep understanding of your team, processes and organization
  • Alignment with business goals
  • No outsourcing—team directly with a SilkRoad expert averaging 10 years of experience
  • Balance business with the emotion that drives employee internal passion
  • Full support for the culture you are creating

You’ll reach your destination, bringing your vision to life and fully activating your organization to achieve business results.

× Training and Education

Talent activation means delivering the best experiences possible to your people. You’ll find that our trainers and educators have that passion to share best practice, expertise and bring your team to the next level. We help you become the talent activation expert in your organization.

SilkRoad talent activation training and education services help you get the most out of your investment. You’ll have access to extensive free training resources – more than 600 videos – that show you the why, how and what of our product features and functionality.

Go beyond our training resources and personalize your training with scheduled education courses online or in person. Take the journey to a new, modern way of thinking about engagement, retention and the role of HR in the organization.

You’ll find business cases and exercises that take your SilkRoad investment to the next level.

Training and Education

× Customer Success and Support

From start to finish, our customer success and support teams work with you to ensure your talent activation solution is optimized for your organization and is helping you keep your investment aligned with your strategic business objectives.

SilkRoad Customer Success creates the ongoing experience that helps you see greater value faster with your SilkRoad talent activation solution. You’ll have a partner who helps you gain fluency with the solution, understand where to go to learn more, find the right advice and access the usage analytics to help support your team and your organization. This team focuses on:

  • Acting as your point of engagement for your SilkRoad experience
  • Providing effective, proactive customer relations
  • Pulling together the information or resources you need to be successful
  • Conducting periodic account reviews and assessments


× Managed Services: Dedicated Administrators

Have the vision for activating your organization, but challenged by time or bandwidth to make it all happen?

SilkRoad Dedicated Administrators (SDA) can accelerate your pace and help you deliver talent activation faster. An SDA works as your resource to manage your system and make updates based on your schedule and plan. You’ll have access to an experienced HRIS expert who can optimize your SilkRoad solutions, including:

  • Managing system maintenance, configuration changes and release planning
  • Encouraging user adoption through education and user assistance
  • Managing daily administrative tasks, such as creation of e-forms and reports

× Community and Champions

When you join the SilkRoad customer family, you’re part of an activated, worldwide community of 2,000 organizations who share best practices and industry experience.

Be part of a growing community of smart, engaged HR leaders and professionals. We designed and launched the leading-edge SilkRoad Community to be a fully interactive and dynamic portal where our customers can easily connect around products, training and learning, knowledge sharing and support all in one spot.

The SilkRoad Champions Program is a great way for customers to share their knowledge and experience with other potential or current SilkRoad users. Take part in SilkRoad events, refer friends and colleagues, participate in reference calls, or contribute to public relations activities to earn points towards free passes to Connections, SilkRoad’s annual users conference.

Become a Champion

Learn More About SilkRoad Services & Support

The SilkRoad Talent Activation portfolio combines traditional Talent Management software with an employee-first focus that activates employees to business goals--from sourcing to offboarding.

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