Director, Customer Success Operations, Gong
Sonam is a versatile and results-oriented leader, with a skill set spanning Change Management, Customer Success & CS Operations. As Director of CS Operations at Gong for the past 3+ years, Sonam and her team have built the strategic programs, process & workflow automation, data analysis, metrics reporting, and technology stack that enable the Success organization to create raving customer fans.
CS Ops
In this session, Sonam discusses how they developed customer segmentation model at Gong, how the customer journey evolved, challenges and lessons learned, and the role of Ops in this evolution.
