(Part 1) The Equation for Customer Success According to Gainsight w/ Peter Wride

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What does professional services look like at Gainsight, THE customer success company? How does customer experience influence customer success? How do you get the best customer outcomes? On the latest episode of the Professional Services Pursuit podcast, we tackle all these questions and more as we talk with Gainsight’s Senior Vice President of Professional Services and Upgrades, Peter Wride.

Other topics covered include:

Peter’s journey to his current role and the most compelling reason why he joined a customer success company
Some of Gainsight’s best practices for customer success
Aligning teams with the customer journey for a more cohesive experience
The importance of the sales to service handoff
What KPI’s Gainsight is measuring their services and deliveries by
The professional services onboarding process at Gainsight

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Banoo Behboodi

Vice President, Success Engineering

Banoo Behboodi is a 20+ year software and services leader with extensive experience executing change initiatives with oversight of Customer Success, Professional Services and Delivery and Consulting functions. Banoo’s earlier experiences with AT&T Mobility, Coca-Cola Company and Ernst & Young leading key transformational and compliance projects, provided the foundation needed to be an effective leader and a change agent with a customer first mindset. Banoo is passionate about driving continuous improvement through sharing best practices and empowering resources through technology and analytics to optimize performance and job satisfaction while driving business outcomes.

Brent Trimble

Vice President, Value Engineering

Brent Trimble is a 15+ year agency leadership veteran who has led agency growth and operation initiatives. As Kantata's VP of Value Engineering and the Managing Director of Marketing Service & Agency Vertical, he specializes in mapping and improving agency workflows. Deploying market understanding and best practices, Brent helps agencies refine processes and staffing dynamics. He isolates key metric improvements resulting in faster revenue recognition and ultimately models performance impact. Before joining Kantata Brent held positions at Interpublic Group, Accenture, WPP, independent agencies and consulting firms.