Meet Your Customer Success Team

Paving the way for a successful PIM journey

At Pimberly, our Customer Success team is here to support you throughout your entire journey, from implementation through to ongoing success. We take a flexible, hands-on approach, with in-house experts guiding you through setup and a dedicated Customer Success Manager by your side once you’re live. You set the pace, and we’ll work around your goals with regular check-ins and tailored support. Unlike other PIM providers, we don’t use third parties, our team is with you every step of the way.

Meet the Pimberly Team

Victoria Hamblin

VP Customer Success

Victoria is responsible for ensuring customers achieve their goals with Pimberly’s products,
leading a team to enhance satisfaction, retention, and growth.

Customer Success Manager

Our CSM’s are your main point of contact at Pimberly and is responsible for your overall relationship and success. He will perform regular service reviews to ensure your goals are being achieved and advocate for your success internally.

Technical Account Manager

Our TAMs are here to ensure you are adopting the platform to its full potential and supporting you in your growth. They offer 1:1 training, health checks and optimisation sessions.

Technical Support

Our support team is available Monday – Friday between 9:00 am to 5:30 pm UK time excluding weekends and Bank Holidays.

Visit our Knowledge Base - make sure to sign in!

Submit a Support Ticket

Email us: support@pimberly.com
Phone us: +44 161 804 1850

For real-time and historical data on system performance, subscribe to the Pimberly Status Page.
Follow our Release Notes page to be notified about bug fixes and other platform updates.

Priority	Description	Responce Time	Target Resolution Time
Priority 1	The entire software is “down” and inaccessible. Customers unable to trade	Within 2 hours during normal business hours	Four hours during normal business hours. Continual effort after initial response and with customer cooperation
Priority 2	The operation of the software is severely degraded and major components are not operational	Within 4 hours during normal business hours	Within two business days after inital response
Priority 3	Certain non-essential features are impaired whilst most major commoners remain functional	Within 12 hours during normal business hours	Within seven days after initial response
Priority 4	Errors that are non-disabling or cosmetic and have little or no impact on normal operation	Within 24 hours during normal business hours	Scheduled update of release

Customer Success Stories

Reviews and Testimonials

“The Pimberly team is extremely supportive in working with us to meet our needs. They were able to take our requirements, simplify them and execute the results as expected.”

– Verified User in Food & Beverage

“The navigation to find attributes is easy and clear. Visually it is clear and uncomplicated. Very user friendly.”

– Verified User in Wholesale

“Pimberly’s software is a clean and easy to use. It’s easy to navigate through products (especially if we have parent/child variants). Customer service is top notch.”

– Verified User in Cosmetics

“The product is super intuitive to use. The team is absolutely amazing. The integration went absolutely seamlessly across all five of our websites – with a large number of SKUs, multiple platforms and varying technology between the sites, there were a lot of caveats to consider. Based off our experience, I would recommend Pimberly to anybody.”

– Verified User in eCommerce

“The support team at Pimberly are absolutely brilliant, fast responses and lovely to work with. The software itself is a gamechanger to the way we manage our product data and centralize information for all of the channels we sell on.”

– Verified User in IT & Services

“Their service is second to none. We get instant replies from their support team who go above and beyond to meet your expectations. The PIM itself has been designed with the user in mind – it’s extremely easy to use when you know how and it has evolved the efficiency of the marketing department. We use the PIM every day and now could not live without it.”

– Verified Mid-Market User