@jo_e_shanks ...
When I was at the Technical College in my city, I know that our Customer Success Manager moved to a larger team, and we were asked to use an e-mail address similar to the one that @dgrobani provided above (in fact, it could have been the same e-mail address, IIRC). That e-mail address goes to an entire team, and someone from the team would reach out to us to help us with our questions. I think it was one way for them to help with coverage ... for example, should one of their team members be out of the office for a day or two. It always worked well for us, and we had little issues getting a response from the team. Hopefully the same will be for you, too.
