Ways of Working Refresh Training (CSMs + AEs)
This card helps refresh on the ways of working between CSMs and AEs. This training is critical a critical foundation for future 2024 Pricing and Packaging training. More detail is here (from a CSM POV): Ways of Working Enablement Presentations (Apollo). Also, see this card for detail on Using Gainsight to prepare for Renewal.
For a quick recap on ways of working to support renewal and upsell, read AE-CSM Collaboration to land renewal and upsell
This content sets the framework and expectations for how CSMs and AEs should work together to renew, upsell, and expand existing customers. It is critical to understand this framework ahead of deeper training on renewals, QBRs, and the 2024 Pricing and Packaging change. More detail and application will be covered in upcoming renewal and office hour training.
This training was delivered in APAC by CS and AE leaders prior to the rollout of Tier 4. Therefore, Tier 4 content is not covered or addressed. For more detail, please see General Tier 4 FAQs – Post-Sale Updates, Effective November 2023 and How Post-Sale Tiering is Structured as a part of the 2024 Pricing & Packaging.
Recording
This training was completed prior to the rollout of Tier 4, but will provide helpful context/overview of the deck above.