Precursive Perspective

Welcome to our first bonus episode, in conjuction with the Services Delivery Alliance (SDA). We're in conversation with Phil Davitt, SVP Global Professional Services at Eptura, who discusses running Services teams in a Venture Capital vs. Private Equity backed companies in the Software and SaaS industries.  They cover:

Stephan Hovnanian, Senior Manager Professional Services at Sprout Social,  has led initiatives to refine the engagement model about how our services are delivered alongside Customer Success and expanded the team to drive growth and is now focused on how to scale. In this episode, Jonathan and Stephan discuss how to build and deliver subscription services, some key highlights include:- Rise of Subscription Services- Customer demand that led to developing Subscription Offerings- Building Blocks for a Subscription Services Org- The org structure, GTM, sales and delivery models used at Sprout Social- Challenges of consumption and delivery of Subscription Services Stephan is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Christina Roque Lino is the VP of Professional Services Global at OutSystems and leads an elite services team and driving global transformational programs to deliver the best customer experience and business growth. In this episode, Christina and Jonathan discuss the growth and digital transformation of a Professional Services organisation, some key highlights include:- Leveraging Metrics for Business Growth- Insights from OutSystems- Balancing Skills and Expertise in Project Management- Impact of Customer Advocacy- Tips for Aligning Sales and Services for Business Growth Christina is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here.// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Michelle Steenvoorden is the VP of Professional Services at Cleverbridge and is accountable for developing global department strategies/offers to increase revenue, P&L management, operational KPI management and driving department efficiencies. With a background in Customer Success and Consulting in other high-growth SaaS companies, Michelle serves as a leader and expert with best practice experience across customer success, customer support, professional services, and training.Michelle is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, Michelle and Jonathan discuss the growth and transformative nature of a Professional Services organisation, some key highlights include:- Fostering Services Leadership and building a strong team- The future of Services Architecture to drive value for customers- Using scorecarding to advance technology - Driving ARR by building profitable business partnerships// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Piyush Agrawal is the Global Head of Professional Services at Instabase with 15+ years of experience managing multi-million dollar projects including demand management, risk & issue management and understanding client requirements with managing project reporting for critical time and scope-driven projects. Piyush is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, Piyush and Jonathan discuss the importance of team alignment, customer enablement and scalable strategy for Professional Services. Some key highlights include:- The need for Services Intelligence in a Professional Services Organisation- Efficient Customer Success: Methodology & PS Org Design- The Role of an Architect in Software & Services- Delivering Value with a Customer First Mindset // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

 Reda Bennani is a Professional Services, Partnerships, and Product Management Senior Leader with 12+ years of B2C, B2B, and global experience spanning SaaS (GRC, BPM, CRM, Cyber Security, SOC, and Fintech). He has built and scaled services in companies such as IBM and Stripe. Reda is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, host Jonathan Corrie, and Reda discuss the importance of team alignment, customer enablement and scalable strategy for Professional Services. Some key highlights include:- The Rise of Services in Customer Success- Unlocking Business Growth with Strategic Partner Ecosystems- Productising and Automation of Services Delivery- Mastering Metrics: Articulating Value to the Board of Directors // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Ash Sawhney is the Global Director of Professional Services at Zebra Technologies. His experience lies in the successful leadership of large-scale global programs, optimizing customer satisfaction, driving revenue growth, and enhancing operational efficiency. Ash is also a member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, host Jonathan Corrie, and Ash discuss the progressive nature of professional services as a function and also not just the delivery but value of SaaS solutions. Some key highlights include:- The power of packaging services delivery- The role and importance of partner enablement- The changing landscape of customer expectations- The role of Professional Services in driving better margin for your business// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Vijay started off with a background in Engineering, using his skills to become a Project Manager and move into the world of Professional Services. Vijay is also a Founding member of the Services Delivery Alliance (SDA), a community of peers in the Professional Services industry. Find out more here. In this episode, host Jonathan Corrie, and Vijay discuss the value of a diverse career path and how Consulting companies are being impacted by SaaS.Some key highlights include:- The challenges of Talent Management- The evolution and metrics of Consulting- How getting it right the second time is more important- The power of a Professional Services Community// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k 

James Brown is a commercial strategy and global pricing expert, specialising in the B2B Services and Retail & Consumer Goods sectors.  In this episode he discusses the pricing puzzle faced by consultancies and how they can revolutinize their assessment methods for better monetization with host, Jonathan Corrie. Some key highlights include:- Value based pricing for strategy consulting- Transforming legal and accounting industries with automation- Reccuring Revenue in Professional Services business- AI's impact on Time and Cost efficiency// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

In this episode, Saood unlocks the power of customer success including the seven laws of customer onboarding with host, Jonathan Corrie. Some key highlights include:- The power of effective onboarding and post-onboarding strategies- Boosting Customer Value in SaaS- The Key Connection Between Faster Delivery and Revenue Growth- Success with Strategic Metrics and Continuous Iteration- The Thrill of Turning Customers into Advocates// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

As an experienced Professional Services (PS) and Customer Success (CS) leader, with a successful track record of building and scaling technical customer-facing organizations, Ilan Gendellman unravels the constantly shifting landscape of PS with host, Jonathan Corrie. Some key highlights include:- Why Chaos-Free Operations Drive Performance and Partner Satisfaction- The Secret Sauce for Customer Success- Simplify Your Strategy for Subscription Services- The Key to Selling Enterprise Software- Key Metrics for an Exceptional Professional Service Organization Get to know the Services Delivery Alliance (SDA): https://www.servicesdeliveryalliance.com // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

With a proven history as an executive leader in scaling businesses and delivering customer success, Rob Niehaus brings his tenure of knowledge and experience in Professional Services to this discussion with host, Jonathan Corrie. Some key learnings include:- Connect and Convergence of teams with customers- The value proposition of Services- The 3 Phases: Necessary, Differentiator, Growth Engine- Work with a Maturity model and build pillars to articulate and drive continuous value  // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Layla Selick - VP of Strategic Customer Success at Productboard, speaks with Jonathan about building a Professional Services organization within the company to create, and how efficient or inefficient operations can spell make or break for consulting firms and their clients.Some key learnings include:- Understanding hiring profiles for a Professional Services team- Alignment with GTM: 'Passing the baton' between Services & CS - Driving faster time-to-value and recurring value for the customer- Archetype & prototype in the language of your customer base & Industry- Gearing people around retention // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

In this podcast episode, guest Adam Maze - Head of Operations at MMT Digital, speaks with Jonathan about the changing landscape in the world of Consulting, and how efficient or inefficient operations can spell make or break for consulting firms and their clients.Some key learnings include:- Adam's three main consulting frameworks to use with current and prospective clients- How revenue recognition impacts the world of Consulting- Metrics that matter- How to encourage efficient operations // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

In this episode, guest Augusto Negrillo - Managing Director at Vivero, speaks about transformation in the world of Consulting and the perceptions and expectations of how delivery services should be, some key learnings include: - Resourcing models: not just local but on a global scale. People become the product you sell. - Speed of digitalization in Consulting - the need to be agile. - The impact of and the mindset required to navigate through the Modern SaaS Economy- Metrics that Matter  // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Dubbed the 'Jedi Knight' of Managed Services by our host, Precursive CEO Jonathan Corrie, Mark Henoch's tenure and impact at SimCorp is evident. With 15+ years of experience in product development and services along with being on the advisory board for TSIA (Technology & Services Industry Association). He delves into the transitioning of a traditional software company to a modern SaaS company, what that means and what sort of mindset recalibration it requires. Find out:- The difference between Customer Success & Managed Services - The pitfalls of maintaining services delivery and how to avoid them- The complexities of designing, building and implementing services packages based on the business model- A crowd favourite: The metrics that matter Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Bringing in experience from a variety of different roles and industries, Mike Osborn - VP of Customer Success at Advanced speaks about scaling Customer Success in a multimarket, multiproduct organization while driving outcomes, some key learnings include: - Stripping back what a CSM actually is. What are they doing to be effective and make an impact for their customer so they get most value.- Digital Success vs Person Intervention: Service packages as a value add service for the customer- The importance of correlating a CSMs activities to drive business outcomes- Metrics that dictate retention, for example time-to-replace & adoption  // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

With a background ranging from Automotives sales to supply chain including working at IBM and SAP to now Head of Services, Global CS at Conga, Peter's experience shows is growth and range of expertise. He delves into Professional Services (PS) Operations 101 for scaling SaaS companies, whether high-velocity or Enterprise. In this episode, he speaks about:- Designing and building professional services offerings- Learnings from a multi-product line company with different service delivery models- Role of PS operations in scaling SaaS companies  // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

From an elementary school teacher to Sales Manager and Store leader in retail stores, to now a VP of Professional Services & Support, Joshua Sheldon's background in these various disciplines has allowed him to become an innovative business leader with significant experience in developing and implementing strategies based on the needs of the business, employees and customers.In this episode, he speaks about:- How does the role of your business model impact the world of services delivery? (e.g. moving from product to platform offering and having both to manage)- How honing his previous skills of customer service, analytics, innovation and problem-solving helped his transition into the software/high-tech industry. - How has the world of Professional Services changed in his tenure?- Planning a transformation of Services Delivery including PS and CS strategy, governance, organization and technology // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

David Sakamoto has dedicated 10+ years of his career to continuously delivering value throughout the customer journey. His experience makes him a leader in customer success, transforming businesses and teams, and optimizing delivery of products and services to maximize customer value and propel revenue growth. Currently, he is the VP of Customer Success at Gitlab Inc., leading teams of Solution Architects / Sales Engineering, Professional Services and Technical Account Management / Customer Success Managers.In this episode, David discusses how to drive the 'growth' stage (ie post-sales), adopting a 'kaizen' attitude of continuous improvement, ownership vs partnership, and the values and culture around the customer journey. As mentioned, you can find the Gitlab Handbook here: https://about.gitlab.com/handbook/ // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Brad Jacobs is an experienced leader in the industry with a background in enabling services and support teams to optimize professional services delivery. He is currently the Vice President of Worldwide Professional Services at MongoDB, a leading modern, general-purpose database platform, designed to unleash the power of software and data for developers and the applications they build. In this episode, Brad speaks about: - The evolution of Services delivery - How customer behaviors/demands shape the world of Professional Services? - Has the shift in the importance of Customer success affected Services organizations? - SaaS metrics that matter: Traditional vs. Modern // Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Nate Bitting is an experienced leader with a background in operations, strategy, customer success, automation, project and product management. Having built large teams from scratch and developed products from inception to production resulting in millions of dollars of the incremental pipeline. He is currently the Vice President of Customer Services Strategy & Operations at Alteryx. In this episode, Nate speaks about: - Building operational capability for Customer Success and Professional Services - The metrics that matter for modern Customer Success & Services teams - Convergence in the Outcomes Era - Customer Operations 101Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Rav Dhaliwal is an investor and former software executive, with particular experience building, leading & scaling start-ups and business units that drive net revenue retention such as Customer Success, Professional Services & Support). In this episode, Rav speaks about the role of customer success in driving revenue retention and how it works with sales, support and other functions in SaaS organizations, to deliver high-velocity services at scale.As mentioned in the episode you can download the Customer Onboarding Benchmark report here: https://www.precursive.com/customer-onboarding-report-2021 Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Dave Kellogg, is a thought-leader, advisor, director, consultant, blogger and currently the EIR at Balderton Capital. Formerly the CEO of Host Analytics, he is known as the SaaS metrics expert. In this episode, Dave shares his insight into the role of Services in scaling SaaS businesses, linking time-to-value to net retention, the 'correct mindset' for successful Professional Services and Customer Success organizations.Dave is the author of the highly regarded 'Kellblog', where he covers topics ranging from startups, metrics to venture capital and Silicon Valley. Check it out here - https://kellblog.com/   Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Himanshu Kapoor, Customer Success Leader at Google plays a vital role in shaping their Customer Success organization through mentoring, hiring, building service offerings and driving digital transformation. He has a wealth of knowledge in this field having worked in sales, customer experience and professional services at companies such as Cisco, IBM and InfoSys. In this episode, he calls out Customer Success trends he sees coming up in 2022 and its future in the high-velocity services delivery era. A must-listen for all looking to get into the CS space! Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Donna is an expert, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. She joins host, Precursive CEO Jonathan Corrie, in this episode discussing insights from decades of experience in the customer success/customer onboarding industry, which are also encased in her book.  She shares her advocacy for customer enablement, the  6 steps of orchestrated onboarding, the first steps to onboarding, and also the trends that have been seen. Check out Donna's book: https://www.donnaweber.com/bookGet a copy of our Customer Onboarding Benchmark Report 2021 : https://www.precursive.com/customer-onboarding-report-2021 Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Peter Lyons, VP of Global Customer Success at Poppulo joined the company in 2019. Since then he has made waves working with the Professional Services and Customer Success teams to deliver success-led outcomes, scale services and grow ARR. In this episode, he shares the meaning of his mantra 'moving the needle', the world of CS Operations and adopting change management and the impact of managed services on retention.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Kimberly Simms, Chief Customer Office at Planful, has 20 years in the industry and a background in consultancy firms such as Accenture and IBM. Joining Planful in 2020 Kimberly looks after the professional services, customer success, training and tech support teams, focused on optimizing customer journeys and improving retention. In this episode, she shares her insight into future direction of CS, the building blocks for customer experience, building in change management and the importance of net retention.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Ozge Ozcan is responsible for all customer success functions including Technical Account Management, Product Reliability & Support, Education, Documentation, and Professional Services. She speaks to us about the convergence of  Professional Services & Customer Success organizations to optimize customer experience, including the modern metrics that should matter to retain customers.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

With a career that began with customer service at call centres, Maranda has 20 years of experience in customer-facing roles. She has worked in small and big organizations, of which 11 years have been in the customer success area of the industry, a few of which achieved unicorn status!  She speaks to us about the evolving world of customer success, especially in the last couple of years, including nurturing relationships, the metrics that matter and revenue accountability.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

With a passion for technology, problem-solving, and 18 years of experience in the consultancy industry, Chris has been involved in ERP software implementation and also helped scale a cloud-computing business 100x. This lead to his role at CTS which he began in 2020. He is now responsible for delivery, scoping, designing and implementing managed services at CTS, bringing together his learnings from previous roles. He shares with us insight into the evolving world of professional services and investing in Customer Success in today's outcomes-led world.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

With a majority of her background in technology companies, Amanda now manages a team of just under 100 that look after their 1.2M hackers and 1000 customers. Her team manages the online vulnerability of their customers ensuring these submissions are valid and unique and also help them scale with hacker-powered security. Amanda discusses with us the themes of working in a digital environment in the remote reality, mapping the customer journey and delivering customer success by identifying what the customer wants to achieve and aligning to that.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Phil Davitt began his career in Customer Service dealing with varying B2B/B2C complaints and account escalations and figuring out how customers want to work and talk to businesses. Then moved through some technical roles, then landing his experience at New Voice Media, where the focus on people and customers led to working with some great names in the Customer Success industry and managing the whole post-sales journey. At Condeco, Phil works directly with the Chief Customer Officer, defining strategies and delivering on initiatives to help global customer onboarding.  He discusses bringing together sales, customer success, and services teams to deliver customer outcomes and how you can help their business grow. How does you business add value? What are the metrics that matter?   Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Matt has over 10 years of experience in the Customer Success industry. At SAP Concur he is responsible for various teams in SAP's CS organization including their onboarding team, a community model of CSMs called Community First - servicing with their smaller/high volume customers,  a client success consulting team and a content team. "In Customer Success, in order to have a seat at the table, you need to be selling something or generating revenue". Matt discusses leveraging learnings from his Pharma Sales background to understand and engage customers externally and also get buy-ins internally for new projects/rollouts etc. Especially in the current Outcomes focussed environment with the importance of having a more unified approach for the customer to deliver value quickly and create a better experience.   Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Dave Jackson is CEO at TheCustomer.Co and well-renowned author of 'Dynamic Organisations'. He is a recognized expert in the area of customer-focused organizations.  He introduced software-as-a-service before it technically existed! A wealth of knowledge, he speaks to us about the good and bad aspects of Customer Success he has seen over the years and what the relationship between CS and Professional Services should be.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

With great depth of experience working in companies such as Autodesk and SAP, and armed with the knowledge of the Customer Success world, Matt discusses the skills and cross-discipline training required by CSMs to show value as quickly as possible to the customer their journey.  Spoiler alert - also includes an insightful football analogy! Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

 With a keen interest in Project Management, Product Marketing and anything technology related, Graham Gill has evolved into the Customer Success & Services field. Managing all things post-sales - bringing Sales & Marketing together, implementation, support training, customer success and professional services. Graham speaks to us about his approach to services delivery, showing value to the customer to make them superstars and actionable implementation with a self-sustainable model. Accent is a cloud-based sales enablement company helping customers sharpen sales execution and improve win rates. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Jon grew the Professional Services business at Fairsail prior to it being acquired by Sage. He now looks after all things post-sales for their half-a-million customer base ie Professional Services, customer enablement, customer services and customer success. Their solutions manage accounting, HR, payroll, payments, assets, construction, real estate, and enterprise systems.  Jon speaks to us about the symbiotic relationship between Professional Services & Customer Success for SaaS businesses along with outlining the anatomy of a 'world-class' PS organization. The playbook mentioned in this episode is now available for download here: http://ow.ly/8AoD50E0fwwSage is the global market leader for technology that helps SMBs perform at their best. It is trusted by millions of customers worldwide to deliver the best cloud technology and support with partners to manage finances, operations, and people Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

Steven Tyler, Director of Professional Services at Mitel has a background as a paralegal and a 10-year stint working at Transport For London (TFL) in Strategy, Steven shifted his focus to developing the Professional Services sector at Mitel. He discusses the evolution and key factors to scaling with customers to drive outcomes and value. He leads a team of 60, covering standard and advanced PS - from consultancy, project and program management work to customer software development and integration work. Their portfolio of solutions includes on-premise, hybrid and cloud solutions. Mitel is a global leader in telecommunications, helping businesses connect, collaborate and take care of customers. Their public, private and hybrid cloud solutions have made them the choice of nearly 4.7 million business users worldwide. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

In her initial 7 years, Erin started working with SMBs and moved up to the up-market business segment, covering everything from onboarding, client support through to account management. In the last 2 years,  she has helped create and set up a Customer Success organization. They discuss how the growth and change in the CS world, connecting with their own people with culture and ensuring customers are getting ROI, becoming more outcomes-led by amplifying their impact. ADP is a human capital management technology provider, for employers of all business sizes across multiple segments. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Phil runs the Sales Engineering team (sales process with technical legitimacy, the Onboarding & Deployment team (customer getting value + protection) and Technical Operations team (community support, rollout of new tech). With the vision that Tessian is entering the third paradigm of security - The Human Layer, they empower a companies greatest asset, their people, to be the first line of defence against threats eg phishing via email. They discuss themes behind 'customer-centricity' and sharing key aspects that will influence customer success. "Technology is only as successful as the non-technology process you put around it."- Phil O'Hagan Tessian is a platform that automatically predicts and eliminates advanced threats on email caused by human error, with minimal disruption to employees' workflow. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

With a background in software development and customer relationship management in the MarTech industry for 10 years incl. the eCommerce and social intelligence fields, Pat made the shift to FinTech with GoCardless.  Along with insight on the SaaS evolution, aligning, and growing the customer success model in the company, Pat speaks to us about how the business is aligning their focus in the new normal to optimize their Customer Success model. GoCardless enables customers to collect payments via a global debit network. It has built a platform designed and optimized for taking invoice, subscriptions, membership and installment payments. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Alex Farmer is a 2021 Top 25 Customer Success Influencer, VP of CS at Cognite and Founder of Customer Success Excellence - The Customer Success Awards. With a great depth and breadth of experience, Alex brings his knowledge in the B2B / SaaS industry to this conversation. He has been on the front-line in terms of implementing software helping customers see how data can do more across their business. He speaks to us about the rise in importance of Customer Success as a function in the now normal remote reality, skillsets required by CSMs, using intuition to work with stakeholders, and contextualizing the issues with value outtake. Cognite is a global industrial AI Software-as-a-Service (SaaS) company supporting the full-scale digital transformation of heavy-asset industries around the world.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Saood Shah is the VP of Customer Success (CS) & Professional Services (PS) at Contentful. With a background in computer science & electrical engineering and a newfound perspective on customer engagement, Saood speaks to us about the evolving world of PS dovetailing with CS, value realization to customers through engagement, leveraging tools and automation and the growing importance of outcomes tracking. Contentful is the pioneer and market leader in headless content management. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k 

Working mainly with telecom, IT and construction companies but also not averse to wider industries, PMI works on turning ideas and proposals into reality. With a diverse background of experiences and a 'regional' mindset, Sunil speaks about methodologies and processes in organizations including how PMOs should be thinking about Project Management and what 'good' looks like. They discuss the various applications of Project Management skills giving organizations the opportunity to transform and execute change. Project Management Institute is the world's leading not-for-profit professional membership association for the project, program and portfolio management profession. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/    

Starting off as the Chief Revenue Officer, Bethany has built and scaled the sales organization to now viewing the customer journey as a whole. Primarily focusing on retail, CPG and manufacturing companies, helping them deliver quick outcomes and expand to other parts of the enterprise, putting AI at the heart of the organizations.  They discuss themes emerging from the business operating in a different reality, including the progression & evolution of the role of Customer Success, making customer interactions memorable and being an authentic leader. Peak AI powers the world's smartest companies to drive growth, increase profitability, and improve sustainability. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

Richard Cardwell, VP - Head of Delivery Midwest Region at Infosys discusses working in the new reality that people and businesses are currently living in. Driving conversations around: - identifying the right people for the right job in the right industry - the idea of a 'skills economy' and 'convenience economy' - the evolution of technology and the Consulting industry - re-skilling, new-skilling or up-skilling. Check out their mobile learning platform 'Infosys Wingspan': In these unprecedented times, companies have to make sure their workforce remains relevant at all times. Committed to helping companies navigate to the new normal, Infosys Wingspan is collaborating with clients to make sure their employees learn continuously while working remotely - https://www.infosys.com/products-and-platforms/wingspan.html  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

Guy Marsh as over 12 years of experience in Resource Management, Guy speaks about: - Resource Management being the fundamental source of information and its key aspects: Demand vs. Capability vs. Availability. - What makes a good Resource Manager? - Adding value to the client by having systems and processes in place - Dynamics of resourcing & staffing in the new Remote Reality - How AI allows senior stakeholders to make decisions ahead of the curve. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

Kristi Faltorusso discusses Transformation Management for CS in the fleet & transportation industry. Are your teams carrying our due diligence before going into meetings with customers? Hear about the impact of identifying the 'voice of the customer' for revenue retention with better processes and engagement that help teams align with customers better to see success faster. Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

How much of your customer onboarding window are you burning due to inconsistent transitions between teams?With personal experience in creating and building CS organizations, Brian LaFaille, shares in-depth insight into 'customer marketing', account-based marketing, and leveraging automation to add the value of connection for customers.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/

Will Blake, Director of Technology & Analytics at CRU speaks about transitioning from a publishing background to a digital data business. Listen to how they set up their global subscription business to scale using change management to help support their team and customers in today's 'new normal' and for the future.CRU offers business intelligence on the global metals, mining and fertilizer industries through market analysis, price assessments, consultancy and events.   Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/