Precursive Perspective | For Professional Services

In this episode, guest Augusto Negrillo - Managing Director at Vivero, speaks about transformation in the world of Consulting and the perceptions and expectations of how delivery services should be, some key learnings include:  - Resourcing models: not just local but on a global scale. People become the product you sell.  - Speed of digitalization in Consulting - the need to be agile.  - The impac...

Dubbed the 'Jedi Knight' of Managed Services by our host, Precursive CEO Jonathan Corrie, Mark Henoch's tenure and impact at SimCorp is evident. With 15+ years of experience in product development and services along with being on the advisory board for TSIA (Technology & Services Industry Association).  He delves into the transitioning of a traditional software company to a modern SaaS company, wh...

Bringing in experience from a variety of different roles and industries, Mike Osborn - VP of Customer Success at Advanced speaks about scaling Customer Success in a multimarket, multiproduct organization while driving outcomes, some key learnings include:  - Stripping back what a CSM actually is. What are they doing to be effective and make an impact for their customer so they get most value. - Di...

With a background ranging from Automotives sales to supply chain including working at IBM and SAP to now Head of Services, Global CS at Conga, Peter's experience shows is growth and range of expertise. He delves into Professional Services (PS) Operations 101 for scaling SaaS companies, whether high-velocity or Enterprise.  In this episode, he speaks about: - Designing and building professional ser...

From an elementary school teacher to Sales Manager and Store leader in retail stores, to now a VP of Professional Services & Support, Joshua Sheldon's background in these various disciplines has allowed him to become an innovative business leader with significant experience in developing and implementing strategies based on the needs of the business, employees and customers. In this episode, he sp...

David Sakamoto has dedicated 10+ years of his career to continuously delivering value throughout the customer journey. His experience makes him a leader in customer success, transforming businesses and teams, and optimizing delivery of products and services to maximize customer value and propel revenue growth. Currently, he is the VP of Customer Success at Gitlab Inc., leading teams of Solution Ar...

Brad Jacobs is an experienced leader in the industry with a background in enabling services and support teams to optimize professional services delivery. He is currently the Vice President of Worldwide Professional Services at MongoDB, a leading modern, general-purpose database platform, designed to unleash the power of software and data for developers and the applications they build.  In this epi...

Nate Bitting is an experienced leader with a background in operations, strategy, customer success, automation, project and product management. Having built large teams from scratch and developed products from inception to production resulting in millions of dollars of the incremental pipeline. He is currently the Vice President of Customer Services Strategy & Operations at Alteryx.  In this episod...

Rav Dhaliwal is an investor and former software executive, with particular experience building, leading & scaling start-ups and business units that drive net revenue retention such as Customer Success, Professional Services & Support). In this episode, Rav speaks about the role of customer success in driving revenue retention and how it works with sales, support and other functions in SaaS organiz...

Dave Kellogg, is a thought-leader, advisor, director, consultant, blogger and currently the EIR at Balderton Capital. Formerly the CEO of Host Analytics, he is known as the SaaS metrics expert. In this episode, Dave shares his insight into the role of Services in scaling SaaS businesses, linking time-to-value to net retention, the 'correct mindset' for successful Professional Services and Customer...

Himanshu Kapoor, Customer Success Leader at Google plays a vital role in shaping their Customer Success organization through mentoring, hiring, building service offerings and driving digital transformation. He has a wealth of knowledge in this field having worked in sales, customer experience and professional services at companies such as Cisco, IBM and InfoSys. In this episode, he calls out Custo...

Donna is an expert, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. She joins host, Precursive CEO Jonathan Corrie, in this episode discussing insights from decades of experience in the customer success/customer onboarding industry, which are also encased in her book.  She shares her advocacy...

Peter Lyons, VP of Global Customer Success at Poppulo joined the company in 2019. Since then he has made waves working with the Professional Services and Customer Success teams to deliver success-led outcomes, scale services and grow ARR. In this episode, he shares the meaning of his mantra 'moving the needle', the world of CS Operations and adopting change management and the impact of managed ser...

Kimberly Simms, Chief Customer Office at Planful, has 20 years in the industry and a background in consultancy firms such as Accenture and IBM. Joining Planful in 2020 Kimberly looks after the professional services, customer success, training and tech support teams, focused on optimizing customer journeys and improving retention. In this episode, she shares her insight into future direction of CS,...

Ozge Ozcan is responsible for all customer success functions including Technical Account Management, Product Reliability & Support, Education, Documentation, and Professional Services. She speaks to us about the convergence of  Professional Services & Customer Success organizations to optimize customer experience, including the modern metrics that should matter to retain customers.    Follow Precu...

With a career that began with customer service at call centres, Maranda has 20 years of experience in customer-facing roles. She has worked in small and big organizations, of which 11 years have been in the customer success area of the industry, a few of which achieved unicorn status!  She speaks to us about the evolving world of customer success, especially in the last couple of years, including...

With a passion for technology, problem-solving, and 18 years of experience in the consultancy industry, Chris has been involved in ERP software implementation and also helped scale a cloud-computing business 100x. This lead to his role at CTS which he began in 2020. He is now responsible for delivery, scoping, designing and implementing managed services at CTS, bringing together his learnings from...

With a majority of her background in technology companies, Amanda now manages a team of just under 100 that look after their 1.2M hackers and 1000 customers. Her team manages the online vulnerability of their customers ensuring these submissions are valid and unique and also help them scale with hacker-powered security. Amanda discusses with us the themes of working in a digital environment in the...

Phil Davitt began his career in Customer Service dealing with varying B2B/B2C complaints and account escalations and figuring out how customers want to work and talk to businesses. Then moved through some technical roles, then landing his experience at New Voice Media, where the focus on people and customers led to working with some great names in the Customer Success industry and managing the who...

Matt has over 10 years of experience in the Customer Success industry. At SAP Concur he is responsible for various teams in SAP's CS organization including their onboarding team, a community model of CSMs called Community First - servicing with their smaller/high volume customers,  a client success consulting team and a content team. "In Customer Success, in order to have a seat at the table, you...

Dave Jackson is CEO at TheCustomer. Co and well-renowned author of 'Dynamic Organisations'. He is a recognized expert in the area of customer-focused organizations.  He introduced software-as-a-service before it technically existed! A wealth of knowledge, he speaks to us about the good and bad aspects of Customer Success he has seen over the years and what the relationship between CS and Professio...

With great depth of experience working in companies such as Autodesk and SAP, and armed with the knowledge of the Customer Success world, Matt discusses the skills and cross-discipline training required by CSMs to show value as quickly as possible to the customer their journey.  Spoiler alert - also includes an insightful football analogy!   Follow Precursive on:  Linkedin: https://www.linkedin.co...

 With a keen interest in Project Management, Product Marketing and anything technology related, Graham Gill has evolved into the Customer Success & Services field. Managing all things post-sales - bringing Sales & Marketing together, implementation, support training, customer success and professional services. Graham speaks to us about his approach to services delivery, showing value to the custom...

Jon grew the Professional Services business at Fairsail prior to it being acquired by Sage. He now looks after all things post-sales for their half-a-million customer base ie Professional Services, customer enablement, customer services and customer success. Their solutions manage accounting, HR, payroll, payments, assets, construction, real estate, and enterprise systems.  Jon speaks to us about...

Steven Tyler, Director of Professional Services at Mitel has a background as a paralegal and a 10-year stint working at Transport For London (TFL) in Strategy, Steven shifted his focus to developing the Professional Services sector at Mitel. He discusses the evolution and key factors to scaling with customers to drive outcomes and value. He leads a team of 60, covering standard and advanced PS - f...