NOVEMBER 14-15, 2023
SAN JOSE MCENERY CONVENTION CENTER | SAN JOSE, CA
NOVEMBER 14-15, 2023
SAN JOSE MCENERY CONVENTION CENTER | SAN JOSE, CA
Acerca de
AGENDA
08:00 - 09:00
Registration, Networking & Breakfast
09:00 - 09:30
KEYNOTE TALK
PLENARY
09:30 - 10:10
PLENARY
KEYNOTE PANEL DISCUSSION:
Join us in exploring how AI is fundamentally redefining the landscapes of SaaS and Customer Success. Packed with compelling real-life examples and strategic insights, this keynote empowers CS leaders to navigate the industry’s rapid evolution confidently. Get ready to elevate your approach, embrace change, and lead your team to new heights of success in the AI-driven world.
by Shiri Levy - COO, Amdocs Industry Platforms
10:10 - 10:35
Coffee Break
10:35 - 11:15
LEADERSHIP
IN CS
PANEL DISCUSSION: "The Evolving Client Expectations in Customer Success"
This panel discussion explores the shifting landscape of customer expectations and how customer success managers must adapt to meet these evolving needs. We'll delve into strategies for understanding and anticipating client demands, enhancing communication and engagement, and driving value in a dynamic business environment.
by Varda Tirosh - Chief Customer Officer, Optimove
10:35 - 11:15
CS HANDS-ON
WORKSHOP: "MasterChef -The Taste of Successful Opportunities"
Identifying and Promoting Customer Success opportunities is essential in today’s business reality. CMSs naturally oversee the “value-to-revenue path” and are well-positioned to drive revenue and growth. They are experienced professionals capable of building relationships while acting as trusted advisors. Join me for a masterclass and practice a simple framework for managing CS opportunities and improving collaboration with sales. We will learn how to identify and qualify opportunities based on knowledge of the customer's needs and the product/solution deployed. The audience will leave the session confident of their positive impact on revenue, ready to partner with sales, and equipped with practical steps for effective opportunity management.
Guy Galon - VP of Customer Success, Obrela
10:20 - 11:50
CS HANDS-ON
MASTERCLASS: "The Art of Discovery"
Many CSMs encounter difficulties in conducting discovery calls that truly uncover client needs and objectives. Inadequate discovery can lead to misunderstandings, missed opportunities, and ultimately, diminished customer satisfaction and retention. In this session, Daniel Skolnick, VP of Customer Success at Mavens, will guide you through the art of conducting impactful discovery calls. Designed to address the common challenges faced by CSMs in uncovering client needs and objectives effectively, this session will equip participants with practical strategies and techniques to enhance their discovery skills.
Daniel Skolnick - VP of Customer Success, Mavens
10:20 - 11:50
LEADERSHIP
IN CS
"Making Your Customer Success Team a Revenue Powerhouse "
Join us for a comprehensive session on optimizing Customer Success strategies for revenue growth in both growing startups and established corporates. We will explore key topics including building successful CS teams, improving retention strategies, introducing revenue Key Performance Indicators (KPIs) and setting right targets, incentivizing CSMs with team versus individual KPIs, monetizing CS with paid services and organic upsells, and collaborating effectively with the sales organization. In this session, Aviel Sivan, Global Head of Customer Success at Windward, will share insights and real-life examples to help you drive revenue and success through your CS efforts. Whether you're an IC or looking to enhance your existing strategies, this session is a must-attend for CS professionals and leaders interested in maximizing the impact on revenue of their CS teams.
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Aviel Sivan - Global Head of Customer Success, Windward
11:55 - 13:00
CS HANDS-ON
WORKSHOP: "How to Handle Customer Objections as a CSM "
Join us for a practical, hands-on workshop designed to equip CSMs with the tools and skills needed to effectively handle customer objections. This workshop will focus on elevating CSMs' communication skills and enhancing their ability to establish rapport with customers, ultimately improving customer satisfaction and retention. This workshop is designed for CSMs who operate in a high-touch model, engaging with customers regularly and aiming to build strong relationships from onboarding to renewal. You will learn: techniques to handle customer objections and achieve immediate goals, gain practical tools to identify and address potential roadblocks with customers, enhance soft skills in customer management and communication.
Asaf Gordo - VP Customer Success and Support, WiseStamp
12:30 - 13:00
LEADERSHIP IN CS
"The Importance of Partner Success: Driving Customer Retention and Expansion within Your Partner’s Client Base"
I am unlocking the true potential of partnerships by fostering success through retention and revenue growth. Partner success is about more than just revenue. It measures success based on new business, renewals, upsells, churn, certifications, and customer health scores. Our commitment to transparency and information sharing is critical to our partners' success. We have utilized state-of-the-art tools such to facilitate the process and have developed a unique "Health Score for Partners." By working together, we are creating a win/win/win situation for our customers, partners, and Silverfort. In my session, I aim to inspire you by presenting how we created and are rolling out our Partner Success Program and the positive business outcomes achieved. I will dive into the metrics and team management strategies and share insights into our change management approach. By the end of the session, I hope you will leave feeling motivated and equipped with new knowledge and skills you can leverage.
Ohad Tsur - VP Customer Success & Support, Webz.io
13:00 - 14:00
Lunch Break
14:00 - 14:40
LEADERSHIP IN CS
PANEL DISCUSSION: "Winning the complexity of Multi-Products in Customer Success Management"
Growth often brings with it additional products or services - adding to the existing complexity of customer management. This panel will explore the challenges and opportunities inherent in managing such diverse customer relationships. Panelists will share insights and best practices for effectively engaging and retaining multi-product customers. Join us as we delve into actionable strategies to optimize customer management in a multi-product environment.
by Chilik Hochberg - VP Customers, Rookout
14:00 - 14:40
TECH-TOUCH IN CS
PANEL DISCUSSION: "Optimizing Customer Success through RevOps: Strategies, Challenges, and Best Practices"
In this session, industry leaders will explore the intricate relationship between CS and RevOps, shedding light on effective strategies, navigating challenges, and uncovering best practices. Through a professional discourse, attendees will gain valuable insights into aligning cross-functional teams, harnessing data analytics, and implementing scalable processes to drive customer success and revenue growth. We will share how to utilize RevOps principles to streamline onboarding processes, resulting in a significant reduction in churn rates while simultaneously increasing upsell opportunities.
In the panel discussion, the participants will be able to gain actionable knowledge from seasoned professionals at the forefront of revolutionizing customer success through the lens of RevOps.
by Leore Spira - Director of Revenue Operations, Blink Ops
14:00 - 14:40
CUSTOMER SUPPORT
PANEL DISCUSSION: "Unleashing the Power of Effective Escalation Management in Customer Support for Go-to-Market Teams"
In a world of fast-paced innovation and relentless competition, effective customer support plays a crucial role in the success of any business. As companies expand their reach and customer base, maintaining a high level of customer satisfaction becomes paramount. However, managing escalations, particularly those that arise during the crucial Go-to-Market phase, can pose significant challenges. Join us for a thought-provoking panel discussion on managing escalations in customer support for go-to-market teams.
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by Peleg Samson - VP of Customer Success, Guidde