90-DAY PLAN FOR THE FIRST VP OF CUSTOMER SUCCESS

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Customer Success Summit 2015 breakout session: Presented by: Stephanie Schatz, SVP of Sales and Customer Success, Xamarin

Produced by
Stephanie Schatz
SVP Sales and Customer Success
Xamarin Inc.
stephanie@xamarin.com
@she_travels
The First 90 Days As
VP of Customer Success

Produced by
About Me
150+
Sharks
15 months
of Travel
1
Horse

Produced by
Xamarin: Explosive Growth in 3.5 years
950,000+
Registered Developers
40,000+
Added per Month
150+
Countries with Customers

Produced by
What led me to Customer Success
My Background
How I see Customer Success
15 Years in Enterprise Software Sales and Success
Fluent in 5 Languages
Have Lived and Worked in 7 Countries
…

Produced by
Xamarin’s Mission – Delight Developers

Produced by
You Are Taking Over
As The First VP of Customer Success
What do you focus on?

Produced by
The entire
company needs
to be focused on
the success of
your existing
customers.
How can other
departments
support your
team?
Documentation/
Training/
Support?
Sharp
management
dashboard and
regular cadence
around success,
churn and
retention.
Turn Customer Success into a
company wide responsibility

Produced by
Segmentation and
Team Structure
Organize your
Success
organisation by
customer
segments.
Create and
maintain matrix
of customer
lifetime
potential.
Structure
of sales team
should ideally be
identical to
structure of
success team.

Produced by
If You Are Not Getting Support For These
3 Topics In Your First 90 Days
You are working for
the wrong company…

Produced by
We’re Hiring – Come join an awesome team!
Open Positions
o VP, Customer Success
o Director Customer Success, Test Cloud
o Customer Success Manager
o Account Manager
o Enterprise Success Manager
o Partner Manager
o And many more…

Produced by
Xamarin Sales and Customer Success:
Come join us!

Produced by
Recommendations / Lessons Learned
Customer requests need to shape your product roadmap
“5 Why’s”
Build robust system to track customer issues and keep
customers up to date on progress

Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization? Accurately defining your Desired Outcomes for each customer segment Outlining the roadmap to your customer's Desired Outcome Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.

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Measure customer success using Customer Success Model PowerPoint Presentation Slides. Make sure customers achieve their desired outcomes while using your products and services. Evaluate customer satisfaction by adding these relevant customer success model complete presentation slideshow. This content-ready customer success model presentation comprises of topics such as customer segmentation, customer success cycle, customer success maturity model, pillars of customer success, and more. Analyse your customer service strategy to increase upsell opportunities. Add customer success PowerPoint templates to manage the relationship between a vendor and its customers. These templates are completely customizable. You can edit the color, text, icon and font size as per your need. Download customer success model complete presentation to satisfy the customers’ requirements which in turn improves the customer lifecycle value for the company. Our Customer Success Model Powerpoint Presentation Slides enable a glocal approach. They allow close contact with customers anywhere.

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Ever wondered why clients churn rates are high, renwal rates are dropping and you can't upsell anymore! With the more and more challenges business is facing today customer service and account management are becoming outdated because of their passive approach when the problem come knocking to our door we step up to solve the problem; And here's when Customer Success Management is born being proactive to solve clients issues before it happen is critical to success in today's business world by studying your clients and their industry, business goals and objectives then figure out how you can maximize on those intelligence to make them more successful that's how you're going to play it the right way. Through this manual a quick glimpse on the importance of successful planning for a customer success program for SaaS companies specially the food industry and a different playbooks for clients life cycle and their health scores plus an action plan on how to fix the issue on every case. Start Applying today Customer Success And Partner Your Way To Success With Your Clients To Start Making non Seen Before Revenues And Higher Retention Rates.

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Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management. The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM). Speakers: Bob Boule Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle. Gopinath Rebala Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.

State of ICS and IoT Cyber Threat Landscape Report 2024 preview

Prayukth K V

The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development. The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers: State of global ICS asset and network exposure Sectoral targets and attacks as well as the cost of ransom Global APT activity, AI usage, actor and tactic profiles, and implications Rise in volumes of AI-powered cyberattacks Major cyber events in 2024 Malware and malicious payload trends Cyberattack types and targets Vulnerability exploit attempts on CVEs Attacks on counties – USA Expansion of bot farms – how, where, and why In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East Why are attacks on smart factories rising? Cyber risk predictions Axis of attacks – Europe Systemic attacks in the Middle East Download the full report from here: https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/

Climate Impact of Software Testing at Nordic Testing Days

Kari Kakkonen

My slides at Nordic Testing Days 6.6.2024 Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.

The Metaverse and AI: how can decision-makers harness the Metaverse for their...

Jen Stirrup

The Metaverse is popularized in science fiction, and now it is becoming closer to being a part of our daily lives through the use of social media and shopping companies. How can businesses survive in a world where Artificial Intelligence is becoming the present as well as the future of technology, and how does the Metaverse fit into business strategy when futurist ideas are developing into reality at accelerated rates? How do we do this when our data isn't up to scratch? How can we move towards success with our data so we are set up for the Metaverse when it arrives? How can you help your company evolve, adapt, and succeed using Artificial Intelligence and the Metaverse to stay ahead of the competition? What are the potential issues, complications, and benefits that these technologies could bring to us and our organizations? In this session, Jen Stirrup will explain how to start thinking about these technologies as an organisation.

GenAISummit 2024 May 28 Sri Ambati Keynote: AGI Belongs to The Community in O...

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A tale of scale & speed: How the US Navy is enabling software delivery from l...

sonjaschweigert1

Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved: - Reduction in onboarding time from 5 weeks to 1 day - Improved developer experience and productivity through actionable findings and reduction of false positives - Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO) Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production. We will cover: - How to remove silos in DevSecOps - How to build efficient development pipeline roles and component templates - How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence) - How to streamline operations with automated policy checks on container images

Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™

UiPathCommunity

In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni. 📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath: Autopilot per Studio Web Autopilot per Studio Autopilot per Apps Clipboard AI GenAI applicata alla Document Understanding 👨‍🏫👨‍💻 Speakers: Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath Andrei Tasca, RPA Solutions Team Lead @NTT Data

UiPath Test Automation using UiPath Test Suite series, part 4

DianaGray10

Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap. The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies. Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques What will you get from this session? 1. Insights into SAP testing best practices 2. Heatmap utilization for testing 3. Optimization of testing processes 4. Demo Topics covered: Execution from the test manager Orchestrator execution result Defect reporting SAP heatmap example with demo Speaker: Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP

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LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...

DanBrown980551

Do you want to learn how to model and simulate an electrical network from scratch in under an hour? Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)! During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook. PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides: - A fully editable and extendable library for grid component modelling; - Visualization tools to display your network; - Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses; The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well. What you will learn during the webinar: - For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills; - For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.

PHP Frameworks: I want to break free (IPC Berlin 2024)

Ralf Eggert

In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development. This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.

GraphRAG is All You need? LLM & Knowledge Graph

Guy Korland

Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs. 1. Unifying Large Language Models and Knowledge Graphs: A Roadmap. https://arxiv.org/abs/2306.08302 2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs: https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/

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Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...

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💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™: See how to accelerate model training and optimize model performance with active learning Learn about the latest enhancements to out-of-the-box document processing – with little to no training required Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath. Speakers: 👨‍🏫 Andras Palfi, Senior Product Manager, UiPath 👩‍🏫 Lenka Dulovicova, Product Program Manager, UiPath

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90-DAY PLAN FOR THE FIRST VP OF CUSTOMER SUCCESS

1. Produced by Stephanie Schatz SVP Sales and Customer Success Xamarin Inc. stephanie@xamarin.com @she_travels The First 90 Days As VP of Customer Success

2. Produced by About Me 150+ Sharks 15 months of Travel 1 Horse

3. Produced by Xamarin: Explosive Growth in 3.5 years 950,000+ Registered Developers 40,000+ Added per Month 150+ Countries with Customers

4. Produced by What led me to Customer Success My Background How I see Customer Success 15 Years in Enterprise Software Sales and Success Fluent in 5 Languages Have Lived and Worked in 7 Countries …

5. Produced by Xamarin’s Mission – Delight Developers

6. Produced by You Are Taking Over As The First VP of Customer Success What do you focus on?

7. Produced by Define a clear profile of your ideal customer: Who do you *not* want to sell to? Is your sales team selling to any customer at any price? Is your sales team allowed to / able to say “no” to certain customers? Are you selling to the right customers?

8. Produced by The entire company needs to be focused on the success of your existing customers. How can other departments support your team? Documentation/ Training/ Support? Sharp management dashboard and regular cadence around success, churn and retention. Turn Customer Success into a company wide responsibility

9. Produced by Segmentation and Team Structure Organize your Success organisation by customer segments. Create and maintain matrix of customer lifetime potential. Structure of sales team should ideally be identical to structure of success team.

10. Produced by If You Are Not Getting Support For These 3 Topics In Your First 90 Days You are working for the wrong company…

11. Produced by We’re Hiring – Come join an awesome team! Open Positions o VP, Customer Success o Director Customer Success, Test Cloud o Customer Success Manager o Account Manager o Enterprise Success Manager o Partner Manager o And many more…

12. Produced by Xamarin Sales and Customer Success: Come join us!

13. Produced by Q&A

14. Produced by Thank You!

15. Produced by Recommendations / Lessons Learned Customer requests need to shape your product roadmap “5 Why’s” Build robust system to track customer issues and keep customers up to date on progress

90-DAY PLAN FOR THE FIRST VP OF CUSTOMER SUCCESS

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