A CS Ops Retrospective: The Journey to Building and Scaling a CS Ops Team

Session Abstract

Over the last 8 years Edgar Ramirez Vilchez, Sr. Director of CS Ops at ADP, has witnessed first-hand the rise of CS Ops as a critical business partner. In this session, Edgar will share his journey to standing up ADP’s first CS Ops team. He'll discuss implementing Gainsight in the Enterprise space while detailing the opportunities, challenges, and results faced along the way. You'll learn about the building blocks needed to lead a successful CS Ops team, how to do more with less, and how to use agile practices to control chaos.