The document discusses project management and team dynamics in customer success, outlining key objectives and methodologies such as Agile and Scrum. It emphasizes the importance of effective onboarding, communication, and collaboration to enhance customer value and reduce support requests. Additionally, it provides guidelines for professional email communication to improve internal and external interactions.

1. 1
Project Management &
Development Team Dynamics
Emilia D’Anzica, May 2015

2. Agenda
• Introductions
• My Program Charter & Objectives
• Development Lifecycle vs. Customer Lifecycle
• How Development fits in Customer Success
• Obstacles
• What Works
• V2MOM
• Escalation Plans
• Internal & Customer Communication
– Respect, Tone, Audience
– Forms of communication
– Speed
• Resources
• Questions

3. Business
confiden-al.
All
rights
reserved.
©
WalkMe.com
• Founded in 2011, Launched in April 2012
• 135 Employees in San Francisco and Tel Aviv
• Backed by:
Enterprise Class Guidance & Engagement Platform
About
“Cool Vendor!” “2014
Communications
Solution Product
of the Year!”
“That Will Change Your
Business”

4. Adoption &
Promotion
Increase
conversion &
Time to Value
Employee
Productivity
Main Use Cases
Reduce
incoming
support requests
Shorten onboarding
Ensure Knowledge
Retention
Customer
Care

5. • I started with my passion for Team building, mentoring coaching at Red
Envelope working with Engineers
• The Project Management Institute gave me the tools to be successful
• A Scrum Certification took me a step further with more skills
• Today I’m at WalkMe in San Francisco
About Me
Hi, I’m Emilia D’Anzica
Senior Director, Customer Success at WalkMe
@emiliadanzica

6. Why Coding?
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?language=en

7. ✓ Value: Develop onboarding program to show WalkMe value immediately.
✓ Scale: Save CS team time, provide a consistent experience and enable better
communication between client & WalkMe.
✓ Implement onboarding: SLA with 60 days of 1-1 onboarding assistance in
order to maintain momentum and ensure a scalable program.
✓ Client Focus: Move away from ad hoc onboarding & instead, focus on faster
ROI that align with client goals and strategies.
✓ Education: WalkMe Education introduced early & completed in timely manner.
My Team Program Charter & Objectives

8. 8
1. PMI Project management
A. Waterfall: linear approach to software
development.
B. Agile: Agile is a philosophy that uses
organizational models based on
people,collaboration, and shared values.
2. Scrum: an iterative and incremental agile
software development methodology for managing
product development. Team based approach &
development
3. Other: extreme types of coding & development
work
Development Lifecycle - *Can vary at each company

9. Customer Lifecycle: Big Picture

10. Dev & PS are KEY to Customer Success
First
Value
Grow
Value
Expand
Functionality
Increase
Usage
Increase
Usage
Ongoing
Value
Ongoing
Value
Decrease
Value
Decrease
Value Churn
Churn
Churn
• WalkMe Masters are key to each step of the
Customer journey!
ONBOARDING - getting the
customer up and running full speed
DELIVERING VALUE -
Monitoring customers account
health; keeping them in the green
RELATIONSHIP MANAGEMENT -
preparing the customer for renewal
and upset
Start
TRAINING - Increasing adoption
and number of users
SUPPORT - Troubleshooting
technical difficulties, conduit to your
product team

11. What are your biggest challenges?

12. Time Constraints

13. Internal Communication

14. External Communications

15. Cultural Differences

16. Time Differences

17. Your Boss!

18. Work/Life balance

19. Being open to change

20. ?

21. V2MOM

22. V2MOM
1. Values
A. World-class organization
B. Time to market
C. Functional
D. Usability
E. Value-added partnerships
2. Method
A. Hire the team
B. Finalize product specification & technical architecture
C. Rapidly develop the product specification to beta & production stages
D. Build partnerships with big e-commerce, content, & hosting companies
E. Build a launch plan
F. Develop exit strategy: IPO/acquisition
3. Obstacles
A. Developers
B. Product manager/business development person
4. Measures
A. Prototype is state-of-the-art
B. Hight-quality functional system
C. Partnership are online and integrated
Marc Benioff

23. Clear Escalation Plans

24. Clear Internal,
Cross-Functional
& Customer Communication

25. Respect, Tone, & Audience

26. SFDC, Chatter, Yammer,
& Bug systems

27. Speed!

28. Additional Dev Training

29. How to Write a Perfect Email in English!
• How to communicate with customers is Key
• ALL caps is equal to YELLING at your customers.
Although emails are often seen as less formal than printed business letters, in the
business world you cannot afford to let your language appear to be informal. Email may
be faster and more efficient, but your client or business partner will not easily forgive
correspondence that is too casual. Not to fear! Read on to discover simple secrets that
will add a high level of professionalism to your English emails.
1. Always include a relevant Subject Line:
Your Email needs to catch the attention of the reader explaining why you are emailing
them.
Example: Request for more information about your Editor Account at WalkMe

30. How to Write a Perfect Email in English! - Continued
2. Begin with a greeting:
It's important to always open your email with a greeting, such as "Dear Lillian,".
Thank the recipient: If you are replying to a client's inquiry, you should begin with a line of
thanks.
3. State your purpose:
If, however, you are initiating the email communication, it may be impossible to include a
line of thanks. Instead, begin by stating your purpose. For example, "I am writing to
enquire about …" or "I am writing in reference to …" It's important to make your purpose
clear early on in the email, and then move into the main text of your email. Remember to
pay careful attention to grammar, spelling and punctuation, and to avoid run-on
sentences by keeping your sentences short and clear.
Example: if someone has a question about your company, you can say, "Thank you for
contacting ABC Company." If someone has replied to one of your emails, be sure to say,
"Thank you for your prompt reply." or "Thanks for getting back to me." If you can find any
way to thank the reader, then do. It will put him or her at ease, and it will make you appear
more courteous.

31. How to Write a Perfect Email in English! - Continued
4. Closing remarks:
Before you end your email, it's polite to thank your reader one more time as well as add
some courteous closing remarks. You might start with "Thank you for your patience and
cooperation." or "Thank you for your consideration." and then follow up with, "If you have
any questions or concerns, don't hesitate to let me know." and "I look forward to hearing
from you."
5. End with a closing:
The last step is to include an appropriate closing with your name. "Best regards,"
"Sincerely," and "Thank you," are all professional. It's a good idea to avoid closings such
as "Best wishes," or "Cheers," as these are best used in casual, personal emails.
Finally, before you hit the send button, review and spell check your email one more time
to make sure it's truly perfect!
- See more at: Englishtown.com/community

32. Additional Resources
• Agile vs. Waterfall :
http://www.seguetech.com/blog/2013/07/05/waterfall-vs-agile-right-development-methodology
• PMI.org
• Scrum.org
• Ted talk by Amy Cuddy:
http://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are?
language=en
• Ted talk by Simon Senek:
http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?language=en
• Meet Ups
• LinkedIn resources

33. “Complexity is your enemy.
Any fool can make something
complicated. It is hard to
make something simple.”
- Richard Branson
Final thought

34. ©
Copyright
2014
WalkMe
Inc.
Confiden-al
34