How to Better Align Professional Services to Customer Success

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Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.

Business

2018
How to Better Align
Professional Services to
Customer Success
Saood Shah
Vice President of Professional Services

2
A LITTLE ABOUT ME...
©2018 Gainsight. All Rights Reserved.

3
WHAT DOES SUCCESS IN PS LOOK LIKE?
©2018 Gainsight. All Rights Reserved.

4
PROJECT ACCOUNTING
RATE CARDS AND ASSIGNMENTS

5
RESOURCE MANAGEMENT AND SCHEDULING
©2018 Gainsight. All Rights Reserved.

6
PROJECT MANAGEMENT
©2018 Gainsight. All Rights Reserved.

7
PROJECT MANAGEMENT
©2018 Gainsight. All Rights Reserved.

8
RISK MANAGEMENT
©2018 Gainsight. All Rights Reserved.

9
ANALYTICS
©2018 Gainsight. All Rights Reserved.

10
MORE ANALYTICS
©2018 Gainsight. All Rights Reserved.

11
REV REC
©2018 Gainsight. All Rights Reserved.

2018
What are we
optimizing for?
©2018 Gainsight. All Rights Reserved.

13
SERVICES SUCCESS
“... the project team spent too
much time focused on available
hours and project financials.
Didn’t feel like a partnership”
“You have a really competent
team... I’m just not sure if the
solution you’re building will
make us successful…”
“We’ve been onboarded -
but are we getting the
value we were promised?
©2018 Gainsight. All Rights Reserved.

14
WHAT ARE WE OPTIMIZING FOR?
OUTCOMES
©2018 Gainsight. All Rights Reserved.

15
CSM
SERVICES SUCCESS
©2018 Gainsight. All Rights Reserved.

16
GAINSIGHT CUSTOMER SUCCESS PLATFORM
PERIODIC TABLE OF
CUSTOMER SUCCESS ELEMENTS
©2018 Gainsight. All Rights Reserved.

17
SeServices
Experience
14
PhProject
Scoring
HsHealth
Scoring
RmRisk
Management
EmEscalation
Management
SERVICES
EXPERIENCE
©2018 Gainsight. All Rights Reserved.

18
DRIVING OUTCOMES PROJECT SCORING
©2018 Gainsight. All Rights Reserved.

19
DRIVING OUTCOMES HEALTH SCORING
©2018 Gainsight. All Rights Reserved.

20
DRIVING OUTCOMES RISK MANAGEMENT
©2018 Gainsight. All Rights Reserved.

21
DRIVING OUTCOMES RISK MANAGEMENT
©2018 Gainsight. All Rights Reserved.

22
DRIVING OUTCOMES RISK MANAGEMENT
©2018 Gainsight. All Rights Reserved.

23
DRIVING OUTCOMES ESCALATION MANAGEMENT
©2018 Gainsight. All Rights Reserved.

2018
Thank you!
©2018 Gainsight. All Rights Reserved.

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How to Better Align Professional Services to Customer Success

1. 2018 How to Better Align Professional Services to Customer Success Saood Shah Vice President of Professional Services

4. 4 PROJECT ACCOUNTING RATE CARDS AND ASSIGNMENTS

13. 13 SERVICES SUCCESS “... the project team spent too much time focused on available hours and project financials. Didn’t feel like a partnership” “You have a really competent team... I’m just not sure if the solution you’re building will make us successful…” “We’ve been onboarded - but are we getting the value we were promised? ©2018 Gainsight. All Rights Reserved.