January 16, 2015

Gainsight on Gainsight:

Executive Sponsor

Program

• This webinar is being recorded

• Post Q&A questions into Questions section

Housekeeping

• 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

Assigning Tasks

Sharing Updates

“My Accounts” Dashboard

Program Overview Dashboard

Automation: Gainsight Rules Engine

Q&A

THANKS, SEE YOU NEXT MONTH!