Building a Customer Success TeamHow to build and maintain a customer success team in your own organization

@partnerforce@ncino

Sponsored by the ISV Partner Success Group, SalesforceCo-hosted by nCino

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Speakers

Steve Mooney

RVP Vertical ISV Partners, Salesforce

Sean Desmond

EVP Customer Success, nCino

Agenda

Intro to Defining Customer Success

Build Your Culture

Enable Your Employees

Guide Your Process

Key Takeaways

Q&A

Expert Success Series: Building a Customer Success Team

16 years of Customer Success Innovations

Customer Success Managers

Customers For Life

Early Warning System Program Architects

Premier Success Plans

Customer Success & Revenue Retention

1999 2016

The Past

• New sales mattered because a new sale meant new revenue

• The focus was on new businesses versus reoccurring revenue

The Future

• SaaS drives renewals by providing a steady flow of business

• The Achilles heel to subscription based renewals is churn

Why Customer Success is ImportantRenewals are the Foundation for Growth

Sustain the Transformation

Understand your business priorities to help you align them to your Salesforce vision and scope; build a roadmap for success

and achieve ROI on your investment

Provide Strategic Reviews

Drive regular strategic reviews to assess progress against your success metrics and make prescriptive recommendations for

improvement

Drive Adoption and Value

Work with you to plan your global license consumption, adoption & change

management strategy and to proactively identify/mitigate risks

How Does Salesforce Drive Customer Success?

Align Global Salesforce Resources

Align you with the right Cloud Services and resources to meet your objectives

(Accelerators, Advisory, Strategic Projects, MCS, Communities, Events)

Enterprise Customer Engagement Model

Pre-Sales

Renewals

Post-Sales

Success Manager

Success Engagement

Manager

Renewal Manager

Strategic Projects

SuccessAgentsTraining &

CertificationSuccessSpecialist

Mission CriticalEngineers

Key: = All Customers

= Premier Success Plans

= Add Ons

Success Architect

Sean DesmondEVP Customer Success, nCino

01. Build Your Culture

Build Your Culture

Hire for Attitude

Set the Foundation

Collaboration

Celebration

© nCino 2016

Team

© nCino 2016

Positive Culture Influences Customer Satisfaction• The way employees are treated internally will determine the way

your employees treat customers

• Accountable to One Another – Not Management

Be Willing to Evolve & Grow• For businesses, change is the only constant

• You must keep an open mind and adapt to industry trends

Build Your CultureEvolve & Grow

02. Enable Your Employees

Focus on Training & Onboarding ‘Bootcamp’

Certification Program• All nCino Support Staff must earn and maintain 2 Salesforce

certifications within 1 year

nCino Certifications:• Customer:• Partner Certification

• Administrator Certification

• Advanced Administrator Certification

• Employee:• Speaker Certification

• nCino University Certification

© nCino 2016

Enable Your EmployeesTraining & Certifications

Enable Your EmployeesnCino University

• Easy access to on-demand training videos 24/7.

• Courses continually updated with latest product features and industry best practices.

• Assessments test for product knowledge.

• Online courses are accessible on tablets, smartphones, computers.

• Hands-on training builds on knowledge from online training.

• Training material includes user manuals, job aides and practice exercises customized to job function.

• Training enhances Project Implementation and increases user satisfaction.

• Certification programs include; System Administrator, Partner and Trainer.

• nCino Certified Administrators are looked upon as experts in best practices.

• Certified Partners from nCinoPartner SIs are present during project implementations.

• Certified Trainers completed the Train-the-Trainer curriculum from financial institutions.

© nCino 2016

© nCino 2016

Enable Your EmployeesSupport Your Support Team

Support Team Resources InternalKnowledgebase

nCino Knowledge & CommunitySharing Knowledge is Power

nCino Knowledge• 1,250+ Articles• How-To’s

• Q&A

• Issue Resolution

• Best Practices

nCino Community• Knowledge

• Groups

• Ideas

• Cases

• nCino University

© nCino 2016

03. Guide Your Process

© nCino 2016

Guide Your ProcessThe Importance of Consistency

Develop a consistent customer experience• Consistency helps build reputation

Align your process with your company framework & methodology

Make the process repeatable

Key Takeaways

1. Build Your Culture• Hire the Right Employees

• Focus on Recruiting and Talent Management

• Positive Culture Influences Customer Satisfaction

• Be Willing to Evolve Grow

2. Enable Your Employees• Focus on Training & Onboarding

• Get Your Team Certified

• Support Your Support Team• Internal Knowledgebase

• Encourage Thought Solution/Sharing

Sean’s 3 Keys to Building a Customer Success Team

3. Guide Your Process• Develop a Consistent Customer Experience• Ensure Employees Have Equal Resources

• Establish an Effective Company Structure

• Match Your Process with Your Company Framework & Methodology

• Make the Process Repeatable

© nCino 2016

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