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Monday, April 23 • 2:00pm - 2:45pm
Brainshark: Building a Customer Success Ops Team to Impact Retention and Growth

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When running on all cylinders the Customer Success Team is building relationships with customers, adding value, increasing adoption, reducing churn and identifying opportunities for growth. The CS Team members require processes, information, tools, education, coaching and support to run smoothly, efficiently and productively. Enter CS Operations. The CS Operations function provides the structure and resources so that each CSM can perform at their best and their individual, team and company objectives. Meeting those objectives requires alignment with and support from every other department in the company, which makes uniform communication and collaboration critical. CS Operations is the focal point for that collaboration within the CS group.


In this case study, you will get a checklist for things to keep in mind when building your CS Ops team:
  1. Alignment with other departments
    • Product Management/Product Development
    • Technical Support/Engineering
    • Sales and Sales Operations
    • Implementation
    • Finance/Executives
  2. Systems
    • CRM
    • CS Technology
    • Finance
    • Project Management
  3. Data
    • KPIs
    • Modelling
  4. Customer Communications
    • 1:1
    • 1:many


By the end of this case study, you will have a good understanding of the critical role that CS Operations plays in ensuring the success of the CS Team. You will have information on systems and processes used to support the CSM team and the business to drive success. You will have specific examples of critical data points that show the performance of the CS Team and the critical role of the team in the success of the business. Ultimately you will have a checklist and supporting information and ideas that you can take back to your organization to launch, build and/or refine your own CS Operations group.

Speakers
avatar for Pat Kelly

Pat Kelly

Sr. Director: Customer Success Operations, Brainshark
Pat Kelly is a Customer Success executive who is passionate about strategy, process and outcomes. Currently the Director, Customer Success Operations at Brainshark, Inc., Pat has held multiple roles within Customer Success and built the first national team of Customer Success Managers... Read More →


Monday April 23, 2018 2:00pm - 2:45pm EDT
Charles River Ballroom