Customer Success and Operations

Transcription

1 CLICK TO EDIT MASTER TITLE STYLE Customer Success and Operations Best Practices for Working Together SUSAN SANTO UNDERWOOD Adobe Sign #Pulse2017 DOMENICO BATTEATE Adobe Sign

2 Introduction Susan Santo Underwood Head of WW Customer Success, Adobe Sign Over 17 years of SaaS experience Over 5 years of managing CS teams Domenico Batteate Manager, Operations and Onboarding, Adobe Sign Over 12 years of CS experience Over 3 years of CS operations experience

3 Three Focus Areas to Optimize the Operations/Customers Success Relationship 1 The CS Operations team is designed to scale and optimize the efforts of the CS team 2 CSMs are the customer for CS Operations and our teams have aligned KPIs and comp goals 3 The CS team succeeds when they support/adopt the tools, processes and initiatives provided by the operations team

4 How our Operations and CS Organizations Formed 2011 Adobe Acquired EchoSign CS Re-org Operations Team Formed Operations Driven CSM Activities Continued Investment CS Team s ability to fully engage with customers was limited due to having few repeatable processes and systems New segmentations created for SMB, MM and Enterprise Creation of segmented CS teams to handle oneto-many account management for smaller customers Gainsight implemented Added headcount each year added all Ops roles, CSMs, PS and Onboarding HEADCOUNT GREW BY 300%!!

5 How Are Our Teams Structured? Customer Success Strategic CSMs Americas UK France Germany Australia Japan Worldwide Team CSMs (one-to-many) Enterprise Mid-Market/Small Business Tech-Touch CS Operations Customer Communications Product and Events Learning and Product Content Product Tutorials Weekly Trainings CSM Enablement Run the business Data Analytics Reporting Gainsight & Systems

6 1 CS Operations Scale & Optimize Customer Success Activities Listen to your CSMs Regularly check in, formally and informally, to get feedback on how to help them focus on their core KPIs Create Operational Discipline Stay ahead of the next CS activities. performance reviews, data & reporting, executive management. By making these efficient, CS can stay working on core KPIs. Rely on Systems (like Gainsight) Reduce the noise and transfer as much as you can into Gainsight. Try to enable your CS Managers to run their own reports, create CTAs and find new ways to leverage Gainsight features.

7 How Do We Successfully Team? Starts from the top Our director creates an environment in which we can execute on solutions, innovate and cultivate our managers and CSMs Our personal work styles and inherent trust in each other make it easy to work through challenging situations Cross-Team alignment We expect our Ops managers and CSMs to work together to execute on initiatives Operations works to create scalable processes and tools CSMs act as Subject Matter Experts (SMEs) when interacting with customers Any manager or CSM can reach out to make a suggestion to a member of the Ops team For any CS KPI, it is assumed the Operations team will partner in order to execute and scale

8 2 Align KPIs and Comp Goals for CS Operations/CSMs CSM & Operations KPI Operational Supports Renewal Goal of 94% Gainsight Renewal CTA s curated Formal Get Well Plan Process Accurate Attrition Reporting Upsell Targets Customer Communications/Marketing Executive Briefing Deck Accurate Upsell Reporting Utilization Goals Customer Webinars Gainsight CTAs for low usage Reporting on Usage Trends

9 3 Enable CS to Adopt Tools, Processes & Initiatives Provided by Ops Team TRAIN LEAD BY EXAMPLE REINFORCE NEW-HIRE ADOPTION TIE TO CSM MBOs

10 How Does Operations Help Scale? Onboarding to Active CTAs Immediate engagement by CSMs means faster time to value for customers, easier renewals and larger upsell opportunities One-to-Many Account Management Ability to better support 1000s of customers with a smaller team, allows team to focus on what s important Get Well Plans Raise the flag on troubled accounts, more easily engage resources needed & track results Creation of Tools, Communications & Events Webinars, how-tos, online tutorials & resources; ability to create what our CSMs & customers need quickly & easily

11 What We ve Learned Your CTAs 1 Engage CS Ops early and often be prepared 2 Communicate constantly learn from each other 3 Experiment - you never know until you try 4 Have Fun!

12 THANK YOU #Pulse2017

13 Q&A

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