Who Owns What
This organization is responsible for implementation delivery and onboarding success across Phenom customers
What is: Global Professional Services or (GPS)
This AM lifecycle stage begins immediately after an opportunity is marked closed-won
What is: Account Handoff & Planning
This team focuses on increasing adoption, maximizing value, and sharing best practices
What is: Customer Value (CV)
This review occurs quarterly and focuses on performance and value realization
What is: Quarterly Business Reviews (QBRs)
This new business segment includes organizations with 500 to 4,500 employees
What is: Majors (new business segment)
This team owns customer support after Golive / hyper-care
What is: Global Customer Care or (GCC)
"Listen & Learn" is the guiding motto of this lifecycle phase
What is: Account Handoff & Planning
CVMs are assinged within this SLA timeframe after a deal is closed-won. What is the time frame?
What is: 72 hours
This review is led by Account Managers and targets executive-level strategy sessions
What is: Executive Business Reviews (EBRs)
This customer segment includes accounts spending $500K or more in ACV
What is: Elite customer segment
This function owns renewals, upsells, and overall account health
What is: Account Management (AM)
This stage begins once the customer goes live and focuses on stabilization and value realization
What is: Value Alignment
This role begins preparing value plans before go-live and sets goals immediately after
What is: Customer Value Manager (CVM)
This key AM metric targets 120% performance
120% net revenue retention (NRR)
This onboarding model is used for Majors and is delivered by the India team
What is: Virtual webinars and 1:1 workshops delivered by the India team
This VP leads the Customer Value (CVM) organization
What is: Christina Brown
This phase typically starts 1.5 to 2 years post go-live and emphasizes executive expansion
What is: Nurture & Growth
This team leads role-based CRM training and typically rolls off about 90 days post go-live
What is: Customer Enablement (led by Jared Bouchard)
GCC acts as a feedback loop between customers and this
Service delivery and quality process
This term describes the first two weeks post go-live when implementation remains the main support contact
What is: Hypercare
This Senior Director manages Solutions Consulting and is directly aligned to Account Management
What is: Mark Feneis, Senior Director and Manager of Solutions Consoluting
This final lifecycle stage challenges the status quo and drives automation and long-term transformation
What is: Evolve & Transform
For Majors accounts, enablement follows this training approach rather than deep ongoing engagement
What is: Champion-led training model
This renewal status indicates a customer is expected to reduce contract value at renewal
What is: Projected to churn - Down sell
This renewal sub-status signals the highest risk short of full churn
What is: Projected to Churn