Speaking about Operations & Enablement: The Power Duo for Customer Success
Looking forward to discussing one of my favourite topics: why and how CS Operations & Enablement working effectively together is the key to a successful Gainsight environment.
Technology is only as good as the enablement behind it. As Gainsight Admins & CS Ops professionals, we need to think like Product Managers. Before building something as simple as a report or a dashboard, let alone editing the 360 views of our customers, we need to ask ourselves: how are my end users going to gain value out of this? Not only that, but how easily will they gain that value?
In our world, we often think about things like story points or level of effort, but we need to add two more factors into this: level of impact and ease of adoption.
Then, we work backwards from that enablement. In this session, we’ll dive into the actionable tactics you can bring back to your development process to prioritize the user experience and a strong partnership with CS enablement.
About Me: by day, I’m the Senior Manager, CS Systems at Amplitude, managing a team of CS Systems admins and engineers focused on helping CS help their customers. By night, I’m the co-founder and primary operator of the Global Gainsight Admins community, a Slack & Meetup volunteer-based organization focused on Gainsight Admins helping fellow Gainsight Admins (new, old, upcoming). I am also a runner, avid hiker, dog mom, and your friendly Canadian. Amplitude is my 8th Gainsight instance, and I’m excited to share about some of my learnings along this journey.