AMA: Splunk Senior Director of Customer Success/Enablement, Nancy J Luscri (She/Her) on Customer Training and Education

We enable CSMs to manage customer training by combining smart tools, solid processes, and proven frameworks. This approach transform CSMs from training suggestion boxes into strategic learning architects who can directly connect education to business results. We leverage 3 steps for this: Prescribing the Right Training • Conduct skills gap analyses using customer maturity assessments, product adoption data, and usage analytics • Create customer personas segmented by industry, role, technical pro ...Read More

We typically identify at least one individual who is an employee of our customer who can act as the overall enablement and adoption manager within the customer account. They are not only champions of the product but also champions of enablement. We arm them with every asset and collateral to simplify their ability to engage with their fellow employees as it relates to our product's adoption within their account. And we also provide reporting functionality so they can see the progress of their te ...Read More

We've found that the most reliable tactics for driving registration-to-completion and repeat engagement start with making the "why" crystal clear. When we communicate the specific, tangible outcomes learners will achieve—not just course features—we see dramatically higher completion rates. For repeat engagement, we've learned that building community and demonstrating ongoing value are game-changers. We create learning pathways where each course naturally leads to the next. Post-webinar follow-up ...Read More

We've built strong partnerships with Product and Support by embedding ourselves directly into their workflows. Our training team participates in roadmap reviews and new product and release introductions, while dedicated liaisons attend weekly syncs and operations meetings to catch upcoming features and emerging issues in real-time. We've established shared communication channels and a content advisory board where all three teams collaborate on prioritizing what needs to be created or updated. Th ...Read More

We design role-based learning paths by first understanding what success looks like for each persona through customer interviews, user research, and data from our best-performing accounts. We do task-analysis for the roles as it relates to our product usage. We continuously validate these paths by partnering with CSMs and connecting completion data to real customer outcomes like feature adoption, renewals, health scores, and support ticket reduction. When we see measurable impact—like trained lik ...Read More