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Session Abstract

Once you have developed a delivery framework for Customer Success - how do you scale that service across your entire customer base? In this session, Matt Bielak, Senior Manager of Customer Success Management at PTC, and Scott Trimmer, Senior Manager of IT Global Business Services at PTC, will discuss 6 key interactions between the “the business” and IT that resulted in the launching of a pooled CSM delivery model in Gainsight, enabling the business to provide the right level of service to the right customers. This foundation can be adapted to build a framework that will help any company build out a pooled delivery model to help scale their Customer Success Teams.