Post on 14-Jul-2015
transcript
• Background in CS, PM, and BI
• Started at Gainsight as a pure PM
• Now focused on CS Ops and tying
our best practices back into the
product
Julia GuyadeenDirector of Product Management
for Customer Success
• Introduction
• Why Executive Sponsorship
• Program Touch Points
• Program Management
• How We Use Gainsight
• Q&A
Today’s Session
Why Executive Sponsorship?
• Stay aligned on strategic priorities
• Provide an escalation point
• Build awareness of customer needs
Win Learnings Call
Onboarding Check-in Call
Attend EBRs
Code Red Check-ins
Face-to-face Meetings
Ad-hoc Outreach
Program Touch Points
1. Assigned tasks
2. Sharing updates
3. “My Accounts” dashboard
4. Program overview dashboard
5. Task automation
Program Management