Working side-by-side with Glenn, the Director of Customer Success for Global Accounts, to create a comprehensive solution that would drive transformative change.

1st, we orchestrated Glenn’s creation of a well-defined CSM Charter—a strategic roadmap to guide their CSM team towards customer-centricity. This Charter outlined their mission, established key performance indicators (KPIs), assessed and mitigated potential risks, identified crucial activities, and defined key internal dependencies from functions across other regions and business units.
 

2nd, to encourage cross-functional collaboration globally, and to develop strong partnerships with his new counterparts globally, Glenn validated these dependencies with those other teams’ leaders, as part of the change management process. 

3rd, a detailed Expansion Playbook process and structure was crafted to fortify the team's capability in upselling and cross-selling. This playbook would not only be leveraged as a tool to strengthen the CSMs knowledge of AVEVA's broad solution portfolio, but also provided a proven structure for executing expansion strategies.
 

Lastly, as part of the ADKAR change management process, we facilitated the design of a pilot program and project plan for the Global CSM Director to follow.  This allowed him a proven process to test and iterate on the new Charter and Expansion Playbook engagements, with the goal of rolling out to other parts of AVEVA.
 

By meticulously planning and executing each stage of this process, we increased the value to AVEVA’s customers, and created a standardized and exceptional experience for them, while simultaneously increasing AVEVA’s revenue.  It also provided smooth transitions internally, fostered stronger global relationships, and put Glenn and his Global Strategic Team at the forefront of the transformation. empowered Glenn to lead the change, both with his team and the wider global AVEVA organization with confidence.