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AE-CSM Collaboration to land renewal and upsell

Below is a recap on the key tasks and responsibilities under AE-CSM Ways of Working to land renewal and upsell. Also, see this card for detail on Using Gainsight to prepare for Renewal.

What are the high-level steps and responsibilities?

Steps	*Owner*	Task - CSM	Task - AE
Create renewal opportunity	Automated by system	Transfer renewal opp owner in SFDC to AE if renewal increase is >$10K USD	-
Scan renewal opportunity and impact	CSM	Leverage P&P analysis tool & content impact tool to research potential paths	-
Initiate internal sync for planning	CSM	Own setting up sync, setting agenda and providing client / commercial context	Drive next steps related to commercials (i.e. pricing)
Create upsell opportunity	Renewal owner - Depends on threshold	Create if uplift is <$10kUSD	Create if uplift is >$10kUSD
Bring in Blinkist if needed!	Renewal owner - Depends on threshold	Add Blinkist CSM to the Opportunity Team on opp record in SF	Add Blinkist AE to the Opportunity Team on opp record in SF
Negotiate with customer	Renewal owner - Depends on threshold	Discuss pricing & negotiate renewal if upsell <$10k USD	Discuss pricing & negotiate renewal if upsell >$10k USD. Include CSM as needed.
Add SKUs and generate order form	Renewal owner - Depends on threshold	Create if uplift is <$10kUSD	Create if uplift is >$10kUSD
Request SKU content provisioned into portal	Renewal owner - Depends on threshold	Submit ticket to IPM team via their service desk	Submit ticket to IPM team via their service desk

When AE's and CSM's sync on renewal and upsell, what should you discuss in planning meetings?

Before the meeting

During the meeting, agree on:

CSMs: Consider developing your own view of the whitespace using Gainsight data

AEs: Consider creating territory plans, by asking yourself:

What cluster would you like to focus on?
Details of your identified account or ‘cluster’
What do I need to understand/ investigate to win in this space?
How can I build credibility and visibility with the cluster/ account?
What support/ collaboration will you need to succeed?

All: Review some of the data sources mentioned in the actions table above, such as health scores and recent timeline entires or notes

Key messages or positioning relevant to the customer

Owner or lead for the meeting
Division of talking points or accountabilities

You may also like to cover:

Client's business goals and objectives (SMART Goals)
Client's rationale for selecting Go1
Who are the players involved? What are their expectations?
Non-standard commitments and terms
Proposed agenda / schedule for formal introductory call.

What should be put into ‘Qualification Notes’ when creating an upsell opportunity?

Topic	Notes
Priority	Likelihood of converting High: Likely to convert, timeframe <6 months Med: Likely to convert, timeframe >6 months Low: Unsure of timeframe to convert
Customer context	Identify root of opportunity e.g. upcoming org growth plans, expanding to a new team or function, upcoming projects (i.e. an exec leadership program)
Point(s) of contact notes	Context about contacts and decision makers, including relationship quality and influence type, motivators, things to watch out for etc.
Expectations of next actions	List any customer expectations or agreed next steps already discussed
Key links	Share links to relevant customer history or context e.g. success plans, latest QBRs or meetings notes

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