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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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