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.

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

2. 2
A LITTLE ABOUT ME...
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3. 3
WHAT DOES SUCCESS IN PS LOOK LIKE?
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4. 4
PROJECT ACCOUNTING
RATE CARDS AND ASSIGNMENTS

5. 5
RESOURCE MANAGEMENT AND SCHEDULING
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6. 6
PROJECT MANAGEMENT
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7. 7
PROJECT MANAGEMENT
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8. 8
RISK MANAGEMENT
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9. 9
ANALYTICS
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10. 10
MORE ANALYTICS
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11. 11
REV REC
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12. 2018
What are we
optimizing for?
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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?
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14. 14
WHAT ARE WE OPTIMIZING FOR?
OUTCOMES
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15. 15
CSM
SERVICES SUCCESS
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16. 16
GAINSIGHT CUSTOMER SUCCESS PLATFORM
PERIODIC TABLE OF
CUSTOMER SUCCESS ELEMENTS
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17. 17
SeServices
Experience
14
PhProject
Scoring
HsHealth
Scoring
RmRisk
Management
EmEscalation
Management
SERVICES
EXPERIENCE
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18. 18
DRIVING OUTCOMES PROJECT SCORING
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19. 19
DRIVING OUTCOMES HEALTH SCORING
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20. 20
DRIVING OUTCOMES RISK MANAGEMENT
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21. 21
DRIVING OUTCOMES RISK MANAGEMENT
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22. 22
DRIVING OUTCOMES RISK MANAGEMENT
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23. 23
DRIVING OUTCOMES ESCALATION MANAGEMENT
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24. 2018
Thank you!
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