Customer Success Managers (CSM), one of the fastest growing professions, is a role that is still being defined by the industry. Through the Sandler / Gainsight partnership, organizations will now have access to a formal, customizable skills development program, with certification, created exclusively for the Customer Service (CS) professional – joining Sandler’s award-winning methodology with Gainsight’s expertise in operationalizing CS.
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Scott Salkin, Gainsight’s VP of Revenue Marketing and Partnerships says, “Today, it’s more critical than ever for both ‘born in the cloud’ SaaS companies, as well as more traditional businesses going through digital transformations, to put their customers at the center of their growth and focus on over-delivering outcomes. We’re thrilled to be partnering with Sandler on a program that delivers for businesses, for their CS teams and ultimately, for their customers.” CS professionals who are Sandler-trained will be able to utilize Gainsight insights to provide the most successful, productive CSM-customer relationship possible.
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“Our current research shows that while the majority of new revenue comes from existing clients, over 65% of organizations don’t have a strategy to go deep within their customer base to bring additional value and create a long-term relationship. Moving past onboarding and adoption to increase expansion and renewal requires new skills. We are excited to partner with Gainsight (part of the Vista family) to do that,” said David Mattson, President and CEO of Sandler.
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