Welcome to Terra Dotta! We’re here to support you in achieving your goals and unlocking your institution's full global potential.
If you're new to Terra Dotta and are unsure where to start, or haven’t checked out our resources in a while, a good first step is to contact a member of our Customer Success Team. Let’s embark on this journey together and take your team's mission to new heights!
Note: If you are an applicant/student/traveler and not a staff member of the office that has contracted a Terra Dotta product, Terra Dotta cannot provide direct support to you. Please reach out to your institution for assistance.
What we do
Customer Success Managers (CSMs) are your dedicated Terra Dotta consultants, trusted advisors, and partnership advocates, here to ensure you get the most out of your Terra Dotta software. CSMs serve as your day-to-day Terra Dotta contact, directing you to resources and connecting you with the expertise you need to succeed. Whether you're a Terra Dotta expert or novice, our CSMs are committed to supporting your journey every step of the way.
Meet the Customer Success Team
Annie Leister
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Sonya Brauchle
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Gil Grantlin Gil is a seasoned Customer Success Management professional with extensive experience in sales, technical troubleshooting, and client success. With a demonstrated history of boosting revenue growth, resolving complex technical issues, and fostering strong customer relationships, Gil excels at bridging the gap between technical expertise and customer satisfaction. Passionate about delivering tailored solutions, Gil is dedicated to ensuring clients achieve their goals while maximizing value from products and services. Known for a results-driven approach and exceptional communication skills, Gil is a trusted partner for both customers and internal teams.
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Jordan Elliker Maine, New York, Vermont jordan.elliker@terradotta.com Growing up near the Terra Dotta Headquarters in Durham, NC, Jordan went on to study Journalism at NC State University with a passion for research and design. Jordan studied abroad in Peru in 2006, launching his interest in the international education space. After graduating in 2008, Jordan went on to work for health focused non-profit organizations in Washington, DC. He eventually found his way back to North Carolina, working in various sales and marketing roles over the last decade prior to Joining TD. Jordan continues to pursue art education and design work in his spare time, publishing his first children's book in 2020. Jordan brings his diverse background and strong skillset to Terra Dotta as a Customer Success Manager. November of 2024 will mark three years at the company for him and he hopes to continue working and thriving with the IE community.
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Robert Sessions When Robert first joined the "LSU in Italy" Faculty-Led Study Abroad program years ago, he had no idea that a single summer abroad would spark a lifelong passion for travel and international education. Transformed by the “travel bug,” Robert’s journey led him to pursue a work abroad program and embark on a round-the-world adventure. He transformed his passion into a career at STA Travel, helping countless students experience the world. Today, as a Customer Success Manager at Terra Dotta, Robert remains dedicated to global engagement, collaborating with institutions across the Southeast to support their international education initiatives.
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Nazzy Tousi Nazzy is a seasoned Customer Success Manager at Terra Dotta, bringing nearly 3 years of expertise in SaaS solutions and over a decade of experience in client-facing roles in the tech industry. With a passion for fostering strong client relationships, Nazzy excels at resolving complex challenges and delivering solutions that allow clients to rest easy, knowing their needs are in capable hands.
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Sara Williams Sara joined Terra Dotta as a Customer Success Manager in 2023 after spending nearly 10 years working in study abroad. She has worked at both public and private institutions in California and was a Terra Dotta client for 5 years. She is passionate about international education and client advocacy and is happy to collaborate with many Terra Dotta client institutions in her role as a Customer Success Manager. Sara is based in Los Angeles, California.
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Shun Yanagishita Shun is based in Eugene, Oregon and considers herself a "third culture kid," having spent her life between the US and Japan. Her life experiences and passion sparked her career in international education 20 years ago. She spent 10 years in a study abroad office at a public university, followed by another 10 years in university relations with study abroad organizations. Prior to joining Terra Dotta, she had a brief stint with an EdTech organization in the K-12 space as a senior customer success manager. Shun joined Terra Dotta as a Customer Success Manager in September 2023 and enjoys working with institutional partners on their Terra Dotta journey and experiences.
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Ann Jannik Ann is a dedicated Customer Success Manager with over a decade of experience cultivating strong client relationships and delivering exceptional service. With a background in education and a former college soccer player, she excels in teamwork and collaboration. Ann utilizes her skills to empower others and propel her clients toward success. Her unwavering commitment to creating positive experiences is at the heart of everything she does.
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Not yet sure who your CSM is? Send an email to this account to be directed to your CSM: info@terradotta.com
Where do I go for what?
Terra Dotta Knowledgebase: The knowledgebase is your best asset for self-service learning for all Terra Dotta products in article format. The knowledgebase is also useful for staying up to date on new software releases, accessing robust product-specific FAQ's, integration information, and more!
Go here for: "How to" questions, product-specific FAQ’s, step-by-step instructions in article format, information on new software releases and technical documentation.
Note: If you do not yet have a Help Center account, most knowledgebase articles will not be available to you. Contact your Customer Success Manager for assistance gaining an account.
Appointments & Office Hours: Office hours and appointments are helpful for clients as they provide dedicated time for personalized support and guidance. During these live sessions, clients meet with subject matter experts who they can ask specific questions, receive individualized training, learn best practices, discuss their unique challenges, and receive tailored advice. Product-specific appointments & Office Hours are offered frequently each week.
Go here for: Live virtual conferencing and training and creative problem-solving with subject matter experts.
On Demand Videos: On-Demand training provides free recorded video courses that allow you to enhance your understanding of essential Terra Dotta functionalities at your own pace and convenience. Organized by solution, expertise level, and more, it’s easy to navigate based on your role and knowledge level. Click here for access to recorded video training.
Go here for: Self-guided video courses.
Regional User Groups: Regional user groups foster community and collaboration among clients with similar needs and experiences. These groups provide a platform for networking, allowing Terra Dotta users to share best practices, insights, and tips tailored to their specific regional context.
Contact your Customer Success Manager for assistance joining a regional user group.
Go here for: Forming connections with Terra Dotta users with similar needs, in your region.
Terra Dotta Support Ticket: Our Support team is equipped to help you if you encounter persistent issues that basic troubleshooting can't resolve, experience software error messages, or need help with misconfigurations. Additionally, Support can assist with security concerns, custom processes, and facilitate integration updates. Our Support team commonly helps with SSL certificates, SSO login issues, and data adjustments. Opening a ticket ensures any rising issues are documented and addressed systematically.
Go here for: Help with persistent issues, software errors, misconfigurations, security concerns, and integration updates
Note: If you do not yet have a Help Center account, this link will not work. Contact your Customer Success Manager for assistance gaining an account.
Live Chat: Staffed by our Support and Subject Matter Expert teams, live chat provides immediate assistance from real Terra Dotta experts. Available Monday to Friday, 9 AM – 7 PM ET, it’s the perfect resource for how-to questions, urgent issues, troubleshooting, unexpected errors, general inquiries, advice, and more.
Go here for: Quick "how to" questions, urgent issues, basic troubleshooting, general questions, advice, and more.
Note: If you do not yet have a Help Center account, you will not be able to open a live chat. Contact your Customer Success Manager for assistance gaining an account.
Idea Submission Portal: At Terra Dotta, we're always looking to improve our products, and we believe the best ideas come from you. Using the idea submission portal allows you to directly influence our development roadmap by sharing suggestions for new features, ways to enhance existing features, or feedback on our current offerings. Your insights help ensure our software evolves to meet your needs, and we’d love to hear from you!
Go here for: Submitting product improvement requests, feedback, and ideas.
Customer Success Manager: Your Customer Success Manager can guide you when you're facing an obstacle and you're not sure which of the above resources to turn to. They are both your advocate and your partner in success.
Go here for: Assistance navigating Terra Dotta's resources.
Note: If you are an applicant/student/traveler and not a member of the office that has contracted a Terra Dotta product, Terra Dotta cannot provide direct support to you. Please reach out to your institution for assistance.