Account Management for Growth

Expand customer accounts by building effective account expansion skills, including how to uncover opportunities, conduct strategic planning, and build and deepen relationships.
Write your awesome label here.

Why should I take this course?

Equip yourself with a framework for customer growth, tightly linked with the comprehensive CS Operating Model that gives teams proven best practices for growth planning, account expansion, and securing deals.

Who

Course Format

Prerequisites

Account Managers (AMs) and/or Customer Success Managers (CSMs) responsible for customer renewals, expansion, and growth using customer-centric and systems-based skills
  • 8 hours live instruction; one 2-hour session each week
  • Delivered via Zoom video conference
  • Exclusive access to blueprints, videos, and exercises
  • Industry-recognized certification
  • Maximum number of learners: 25
None.

Course Schedule

Registration links open in Winning by Design's website.
Show filters
} }

Curriculum

Learners engage with their certified trainer in an experiential learning format, with 8 hours of live instruction including role plays, breakouts, and recurring revenue frameworks applied to real-world situations. Each learner receives access to our learning management platform for concept reinforcement through videos and frameworks.

Week 1:
Operating Model for Customer Success

Module 1
Operating Model for Customer Success

Explore how all phases of the customer journey connect and influence each other to impact renewal and expansion outcomes. Use this holistic view to leverage key moments to drive long-term success utilizing SPICED.

Module 2
Uncovering Expansion Opportunities

Learn how to effectively ask customer-focused questions throughout the customer journey to keep account insights up to date, surface any risks to the account, and illuminate expansion opportunities that were previously unknown.

Week 2:
Strategic Planning for Growth

Module 3
Strategic Planning and Collaboration

Identify and leverage key information and input from across the customer journey and other customer-facing roles to build an effective renewal and growth strategy that delivers maximum impact to your customers AND your business.

Module 4
Managing an Effective Renewal Cycle

Earn the renewal by ensuring customers are aware of the impact they’ve already achieved, learn how you can help them achieve new goals, and demonstrate why your solution is indispensable. Apply trigger plays to overcome objections and secure the renewal.

Week 3:
Expansion

Module 5
How to Surface and Secure Expansions

Deep dive into the ways you can surface expansion opportunities, including upsells and cross-sells. Use strategic whitespace analysis and account planning to bring those opportunities to a successful close. Apply specific techniques for handling customer objections.

Module 6
Building and Deepening Executive Relationships

Learn how to build strong executive relationships from the start, unblock gatekeepers, and deepen relationships with stakeholders and executives during all stages of the partnership.

Week 4:
Securing the Deal

Module 7
Trade vs. Negotiate

Understand how to effectively navigate renewal and expansion deals by focusing on the customer’s prioritized goals, creating a give/get balance, and finding win-win solutions.

Module 8
How to Share a Compelling Story

Use the power of storytelling to build relationships and illustrate your solution’s impact on the customer’s business. Drive renewal and expansion opportunities to close—without “pitching” or relying solely on features and functionality.

To learn more about the instructors and curriculum, visit the Winning By Design course website.