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Customer Success for Human Resources ( HR ) Software

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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within …

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

This presentation - Customer Success for Human Resources ( HR ) Software- is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from HireVue, Gild, Trinet

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  • 1. Customer Success for HR Software Chip Luman, HireVue Brad Warga, Gild Tom Rose, Trinet
  • 2. Brad Warga Gild SVP of Customer Success Brad Warga joined Gild in 2012 as Senior Vice President of Customer Success. Brad oversees Gild‟s customer relationships, renewals, upsells, customer analytics, adoption, and support. He holds nearly two decades of human resources and recruiting experience. Brad came to Gild from Salesforce.com, where he served as the Vice President of Corporate Recruiting, where he was Gild‟s first customer. At Salesforce, he was responsible for the evolution of recruitment branding strategies and transforming Salesforce Recruiting into a social enterprise using the latest social and mobile technologies. Previously, Brad served as the Corporate Vice President of Talent and Employee Engagement for Caesars Entertainment.
  • 3. • Gild Source changes the way recruiters and hiring teams find and evaluate technical talent. • Source is backed by proprietary data analysis that examines and evaluates developers‟ actual open source code. • Source helps companies hire skilled developers by ensuring that candidates stand out on their proven abilities, not just their resumes. That means you not only find candidates — you know who can get the job done. Gild Source
  • 4. Gild„s Growth • In the past year, Gild has gone from 84 customers to 246 customers. • This growth has necessitated an expansion and reimagining of the customer success team. • Scalability, automation, and efficient workflow are increasingly important for our relatively small team.
  • 5. Gild„s Customer Success Team Brad Warga SVP, Customer Success Stephanie Stapleton Director, Western Region Sara Venturi Senior Associate Zoe Koonce Senior Associate Meg Voyles Associate Cozette Stoddard Associate Faith Cross Associate Glen Lapray Associate Emma Ferguson Manager, Customer Analytics Rob Forman Director, Eastern Region
  • 6. • Gainsight provides us with one centralized database of all our platform usage and customer data, giving greater visibility into the holistic health of each customer relationship. Tools & Analysis Foster Growth Customer Health; from relationships to data driven decisions Before After
  • 7. • Zendesk allows us to receive, track, and analyze customer feedback in one place. • Shared access with the product team ensures better alignment and prioritization of our roadmap. Tools & Analysis Foster Growth Customer Feedback; from an uncomfortable weekly meeting to automatic Before After
  • 8. • NPS allows us to uniformly track overall attitude towards Gild • Segmentation and rolling averages help us diagnose and predict customer health Tools & Analysis Foster Growth Customer Feedback: Net Promoter Surveys
  • 9. • The data collected now automatically collected allows Gild‟s CS team to make predictions about which customers will renew or are in danger of churning, and to correctly intervene where needed. • These tools also allow for analysis of each CSM‟s workload, allowing the department to make business-driven cases for hiring, performance management or department reconfigurations. Customer Health Insights Customer Relationships
  • 10. Chip Luman, COO HireVue Prior to HireVue he served as Senior Vice President of HR Shared Services and Total Rewards at Charles Schwab and Co. Early in the SaaS revolution he got the bug and his team deployed several of Schwab's first HR SaaS platforms. He joined them as Vice President of HR for Client Services where he expanded his passion for developing client loyalty and committing to the highest levels of service. Chip also held HR positions at Marathon Oil and Pepsi Cola and led one of Acclaim Entertainment 's video game software development studios that produced the PlayStation2 hit, Legends of Wrestling. He currently serves on the board of Acertiv and is president of the Pi Lambda Phi Educational Foundation. COO, HireVue
  • 11. The CSM brings it all together to leverage the best of both teams
  • 12. CS MBOs • Core focus on logo retention & ACV growth • Secondary focus on NPS & utilization • Individual and team projects for scale
  • 13. Logo Retention and Revenue Growth
  • 14. Software Utilization • CS & PS investment 2013 • Utilization quotas and account plans • PS focus on initial success & process transformation
  • 15. NPS • 121,000+ total candidate surveys completed • 34,000+ candidate interviews completed in FY 2014 • PS Satisfaction Score: 4.9 / 5.0
  • 16. Tom Rose TriNet National Director of Client Services TriNet TriNet is a leading provider of a comprehensive human resources solution for small to medium-sized businesses (SMBs). We enhance business productivity by enabling our clients to outsource their human resources (HR) function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our HR solution includes services such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans, and workers compensation insurance. Our services are delivered by our expert team of HR professionals and enabled by our proprietary, cloud-based technology platform, which allows our clients and their employees to efficiently conduct their HR transactions anytime and anywhere.
  • 17. TriNet Profile • TriNet is a Professional Employer Organization (PEO) with HQs in San Leandro, CA & Bradenton, FL. • We are the largest PEO in our space that focuses on HR support and complience with 230K employees under co-employment. • Part of the service offering is a detailed HR Assessment and Human Capital Plan that is managed closely by both parties to maximize the business and talent potential.
  • 18. Client Success • We gauge our clients‟ success based on many touchpoints in the life-cycle. • Onboarding is a critical milestone in the life- cycle that begins the evolution of the relationship. • Ongoing surveys with a strong documented process to address client needs through our CRM (PSFT).
  • 19. Close Loop Process • Client satisfaction tracking is a main focus and we are able to accomplish this with cross- department collaboration. • Satrix Solutions has been instrumental in developing the “Close Loop” process and increasing satisfaction levels across the business.
  • 20. Q & A