Building a Customer Success Team (July 14, 2016)

1. Building a Customer Success Team
How to build and maintain a customer success team in your own organization
@partnerforce
@ncino
Sponsored by the ISV Partner Success Group, Salesforce
Co-hosted by nCino

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3. Speakers
​Steve Mooney
​RVP Vertical ISV Partners, Salesforce
​Sean Desmond
​EVP Customer Success, nCino

4. 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

5. 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

6. 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 Important
Renewals are the Foundation for Growth

7. 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)

8. Enterprise Customer Engagement Model
Pre-Sales
Renewals
Post-Sales
Success
Manager
Success
Engagement
Manager
Renewal
Manager
Strategic
Projects
Success
Agents
Training &
Certification
Success
Specialist
Mission Critical
Engineers
Key:
= All Customers
= Premier Success Plans
= Add Ons
Success
Architect

9. Sean Desmond
EVP Customer Success, nCino

10. 01. Build Your Culture

11. Build Your Culture
​ Hire for Attitude
​ Set the Foundation
​ Collaboration
​ Celebration
© nCino 2016
​Team

12. © 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 Culture
​Evolve & Grow

13. 02. Enable Your Employees

14. 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 Employees
​Training & Certifications

15. Enable Your Employees
​nCino 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 nCino
Partner SIs are present during
project implementations.
• Certified Trainers completed
the Train-the-Trainer curriculum
from financial institutions.
© nCino 2016

16. © nCino 2016
Enable Your Employees
​Support Your Support Team
​Support Team Resources ​Internal
​Knowledgebase

17. nCino Knowledge & Community
​Sharing 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

18. 03. Guide Your Process

19. © nCino 2016
Guide Your Process
​The Importance of Consistency
​Develop a consistent customer experience
• Consistency helps build reputation
​Align your process with your company framework & methodology
​Make the process repeatable

20. 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

21. Q&A
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22. Next Steps…
Give us feedback on the Partner Community
@Jacqueline Oh
Join the Partner Community
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Listen to the recordings

23. thank y u