About the Course

This course teaches CSMs the skills they need to add recurring impact to their customers with every interaction, and therefore drive recurring revenue for the business. CSMs will learn the key moments that matter across the customer journey, how to apply customer-centric principles at each of these moments, and how to grow and expand their customer accounts.

After completing this course, CSMs and Account Managers will be will equipped to proactively manage and grow their accounts.

Best for:

  • CSMs and Account Managers who are responsible for customer account management and account growth

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

$1,500 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.

The SaaS Method for Customer Success

MODULE 1
The SaaS Method for Customer Success

Learning Objective: Explore how sales has changed and the moments that matter in the customer’s journey, including First Value and Full Value.

MODULE 2
Diagnosis Across the Customer Journey

Learning Objective: Discover how to speak the same language across your organization (as it relates to customer success) and summarize opportunities through the diagnostic framework, SPICED.

MODULE 3
The Science of Effective Communication

Learning Objective: Interactions: Illustrate effective communication with customers based on tone, active listening and techniques that open up a conversation.

Week2.

Impact

MODULE 4
The Structure of Executive Customer Calls

Learning Objective: Identify how to effectively open calls to capture attention and set the stage for a productive meeting, increasing impact and the CSM’s executive presence.

MODULE 5
How to Ask Great Questions

Learning Objective: Demonstrate how to craft and ask questions to help customers articulate desired impact. Explore techniques on how to “go deeper” and navigate unexpected responses.

MODULE 6
First Value & Getting to Impact

Learning Objective: Orchestrate a plan to make your customers successful by aligning their goals with a timeline to achieve desired impact.

Week3.

Storytelling & Impact Review

MODULE 7
Leading Strong Impact Reviews

Learning Objective: Conduct Executive Business Reviews with stakeholders throughout their customer journey to uncover opportunities for
more impact.

MODULE 8
How to Share a Compelling Storytelling

Learning Objective: Share stories to influence customers and help them see new impact opportunities without pitching.

Week4.

Expanding the Partnership

MODULE 9
Difficult Conversations

Learning Objective: Balance empathy with action to turn negative conversations into something productive to deepen the customer relationship.

MODULE 10
Managing Save Plays based on Trigger Events

Learning Objective: Apply a Save Play based on a triggered event or conversation that could put the customer relationship at risk.

MODULE 11
Engaging Decision Makers

Learning Objective: Identify how to get past blockers and deepen relationships with stakeholders and executives to grow the partnership.

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

Selena Rice

TORONTO

Taken by employees at

Training for 8 or more people?

Contact us to discuss private course options.