About the Course

Equip Account Managers and Customer Success Managers with a framework for customer growth, tightly linked with the comprehensive CS Operating Model that gives teams proven best practices for growth planning, account expansion, and securing deals.

After completing this course, AMs and CSMs will have the tools and skills to navigate uncovering and securing growth opportunities within existing accounts.

Best for:

  • Account Managers (AMs) and/or Customer Success Managers (CSMs) responsible for customer renewals, expansion, and growth using customer-centric and systems-based skills

Course format:

  • 8 hours live instruction; one 2-hour session each week
  • Delivered via Zoom video conference
  • Exclusive access to blueprints, videos, and exercises
  • Industry-recognized certification
  • Maximum number of learners: 25

Price

$2,500 per seat
or contact us for a private course for your team

Prerequisites

None.

Curriculum

Learners engage with their certified Trainer in an experiential learning format, with 8 hours of live instruction including role plays, breakouts, and recurring revenue frameworks applied to real-world situations. Each learner receives access to our learning management platform for concept reinforcement through videos and frameworks.

Ongoing reinforcement

Get the highest possible ROI on your training investment with additional Skills Coaching. The biweekly live sessions will help your reps truly master the skills they learned in this course, and create behavior change that sticks using hands-on practice and active coaching through real customer scenarios and deals.

Specific skills covered to reinforce the key concepts in this course include:

  • Asking SPICED Questions
  • Difficult Conversations
  • Internal Handoffs
  • Business Reviews
  • Trigger Plays
  • Kickoff Meetings

Training for 8 or more people?

Contact us to discuss private course options.

Week1.

Operating Model for Customer Success

MODULE 1
Operating Model for Customer Success

Learning Objective: Explore how all phases of the customer journey connect and influence each other to impact renewal and expansion outcomes. Use this holistic view to leverage key moments to drive long-term success utilizing SPICED.

MODULE 2
Uncovering Expansion Opportunities

Learning Objective: Learn how to effectively ask customer-focused questions throughout the customer journey to keep account insights up to date, surface any risks to the account, and illuminate expansion opportunities that were previously unknown.

Week2.

Strategic Planning for Growth

MODULE 3
Strategic Planning and Collaboration

Learning Objective: Identify and leverage key information and input from across the customer journey and other customer-facing roles to build an effective renewal and growth strategy that delivers maximum impact to your customers AND your business.

MODULE 4
Managing an Effective Renewal Cycle

Learning Objective: Earn the renewal by ensuring customers are aware of the impact they’ve already achieved, learn how you can help them achieve new goals, and demonstrate why your solution is indispensable. Apply trigger plays to overcome objections and secure the renewal.

Week3.

Expansion

MODULE 5
How to Surface and Secure Expansions

Learning Objective: Deep dive into the ways you can surface expansion opportunities, including upsells and cross-sells. Use strategic whitespace analysis and account planning to bring those opportunities to a successful close. Apply specific techniques for handling customer objections.

MODULE 6
Building and Deepening Executive Relationships

Learning Objective: Learn how to build strong executive relationships from the start, unblock gatekeepers, and deepen relationships with stakeholders and executives during all stages of the partnership.

Week4.

Securing the Deal

MODULE 7
Trade vs. Negotiate

Learning Objective: Understand how to effectively navigate renewal and expansion deals by focusing on the customer’s prioritized goals, creating a give/get balance, and finding win-win solutions.

MODULE 8
How to Share a Compelling Story

Learning Objective: Use the power of storytelling to build relationships and illustrate your solution’s impact on the customer’s business. Drive renewal and expansion opportunities to close—without “pitching” or relying solely on features and functionality.

See here for the latest course schedule to sign up

Certification

When you pass the exam at the end of the course, you will receive the following industry-recognized certification that you can post to your LinkedIn profile.

Certified Trainers for this course

Alia Pirani

TORONTO

Taken by employees at

Training for 8 or more people?

Contact us to discuss private course options.