Customer #1 - Building Mutual Trust

This customer had grown rapidly but was unable to track adoption with the added growth, therefore saw lack of value with the platform.

As the CSM, I was tasked to establish an adoption process with measurable milestones and build a reporting function with KPIs that are connected to organizational business goals for the C-Level executives.

I assembled a cross-functional team of 2 Solution Consultants and 1 Report builder to collect data and build a reporting platform as I managed the adoption project in parallel .

The result: 

• Increased employee adoption by an average of 26% YoY 
• Locked in a multi-year contract with a $105k upsell 
• Company-wide visibility of performance metrics via analytical platform 
• Improved C-level executive confidence in our software 
• Improved quality of working relationship with executives