Customer Success for HR Software

Chip Luman, HireVue

Brad Warga, Gild

Tom Rose, Trinet

Brad WargaGild

SVP of Customer Success

Brad Warga joined Gild in 2012 as Senior Vice President of Customer Success. Brad oversees Gild’s customer relationships, renewals, upsells, customer analytics, adoption, and support. He holds nearly two decades of human resources and recruiting experience. Brad came to Gild from Salesforce.com, where he served as the Vice President of Corporate Recruiting, where he was Gild’s first customer. At Salesforce, he was responsible for the evolution of recruitment branding strategies and transforming Salesforce Recruiting into a social enterprise using the latest social and mobile technologies. Previously, Brad served as the Corporate Vice President of Talent and Employee Engagement for Caesars Entertainment.

• Gild Source changes the way recruiters and hiring teams find and evaluate technical talent.

• Source is backed by proprietary data analysis that examines and evaluates developers’ actual open source code.

• Source helps companies hire skilled developers by ensuring that candidates stand out on their proven abilities, not just their resumes. That means you not only find candidates — you know who can get the job done.

Gild Source

Gild‘s Growth• In the past year, Gild has gone from 84 customers to 246 customers.• This growth has necessitated an expansion and reimagining of the customer

success team. • Scalability, automation, and efficient workflow are increasingly important for our

relatively small team.

Gild‘s Customer Success Team

Brad WargaSVP, Customer Success

Stephanie StapletonDirector, Western Region

Sara VenturiSenior Associate

Zoe KoonceSenior Associate

Meg VoylesAssociate

Cozette StoddardAssociate

Faith CrossAssociate

Glen LaprayAssociate

Emma FergusonManager, Customer Analytics

Rob FormanDirector, Eastern Region

• Gainsight provides us with one centralized database of all our platform usage and customer data, giving greater visibility into the holistic health of each customer relationship.

Tools & Analysis Foster GrowthCustomer Health; from relationships to data driven decisions

Before After

• Zendesk allows us to receive, track, and analyze customer feedback in one place. • Shared access with the product team ensures better alignment and prioritization of our

roadmap.

Tools & Analysis Foster GrowthCustomer Feedback; from an uncomfortable weekly meeting to automatic

Before After

• NPS allows us to uniformly track overall attitude towards Gild• Segmentation and rolling averages help us diagnose and predict customer health

Tools & Analysis Foster GrowthCustomer Feedback: Net Promoter Surveys

• The data collected now automatically collected allows Gild’s CS team to make predictions about which customers will renew or are in danger of churning, and to correctly intervene where needed.

• These tools also allow for analysis of each CSM’s workload, allowing the department to make business-driven cases for hiring, performance management or department reconfigurations.

Customer Health Insights Customer Relationships

Chip Luman, COOHireVue

Prior to HireVue he served as Senior Vice President of HR Shared Services

and Total Rewards at Charles Schwab and Co. Early in the SaaS revolution

he got the bug and his team deployed several of Schwab's first HR SaaS

platforms. He joined them as Vice President of HR for Client Services where

he expanded his passion for developing client loyalty and committing to

the highest levels of service. Chip also held HR positions at Marathon Oil

and Pepsi Cola and led one of Acclaim Entertainment 's video game

software development studios that produced the PlayStation2 hit, Legends

of Wrestling. He currently serves on the board of Acertiv and is president of

the Pi Lambda Phi Educational Foundation.

COO, HireVue

The CSM brings it all together to leverage the best of both teams

CS MBOs

• Core focus on logo retention & ACV growth

• Secondary focus on NPS & utilization

• Individual and team projects for scale

Logo Retention and Revenue Growth

Software Utilization

• CS & PS investment 2013

• Utilization quotas and account plans

• PS focus on initial success & process

transformation

NPS

• 121,000+ total candidate surveys completed

• 34,000+ candidate interviews completed in FY

2014

• PS Satisfaction Score: 4.9 / 5.0

Tom RoseTriNet

National Director of Client ServicesTriNet

TriNet is a leading provider of a comprehensive human resources solution for small to

medium-sized businesses (SMBs). We enhance business productivity by enabling our

clients to outsource their human resources (HR) function to one strategic partner and

allowing them to focus on operating and growing their core businesses. Our HR

solution includes services such as payroll processing, human capital consulting,

employment law compliance and employee benefits, including health insurance,

retirement plans, and workers compensation insurance. Our services are delivered

by our expert team of HR professionals and enabled by our proprietary, cloud-based

technology platform, which allows our clients and their employees to efficiently

conduct their HR transactions anytime and anywhere.

TriNet Profile

• TriNet is a Professional Employer Organization (PEO) with HQs in San Leandro, CA & Bradenton, FL.

• We are the largest PEO in our space that focuses on HR support and complience with 230K employees under co-employment.

• Part of the service offering is a detailed HR Assessment and Human Capital Plan that is managed closely by both parties to maximize the business and talent potential.

Client Success

• We gauge our clients’ success based on many touchpoints in the life-cycle.

• Onboarding is a critical milestone in the life-cycle that begins the evolution of the relationship.

• Ongoing surveys with a strong documented process to address client needs through our CRM (PSFT).

Close Loop Process

• Client satisfaction tracking is a main focus and we are able to accomplish this with cross-department collaboration.

• Satrix Solutions has been instrumental in

developing the “Close Loop” process and increasing satisfaction levels across the business.

Q & A