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Gainsight Inc.

Stakeholders

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This article outlines how admins can configure stakeholder roles and assign appropriate engagement cadences.

This article outlines how admins can configure stakeholder roles and assign appropriate engagement cadences.

Overview

Staircase AI enables your team to maintain consistent engagement with key client stakeholders. By configuring stakeholder roles and assigning a recommended touch frequency for each role type, you ensure that insights and visualizations, such as the Gap Analysis Report, reflect the most relevant outreach expectations.

Assign Stakeholder Roles to Customers (Recommended)

Gainsight recommends syncing stakeholder roles from your Customer Relationship Management (CRM) or Customer Success Platform (CSP) to ensure data consistency and reduce manual effort.. To sync stakeholder roles from your CRM: 

  1. Navigate to Settings > Configurations > Fields > Stakeholder fields.
  2. Map the Stakeholder field from your external system (such as Salesforce) using the Sync from Provider option.

    Sync from Provider option in Roles field.
     
  3. From the Provider dropdown list, select your CRM.
  4. Click Update.

    Sync from Provider dialog box.

After configuration, Staircase AI automatically imports stakeholder roles from your CRM or CSP. You can then define a touch-frequency cadence to trigger notifications when engagement with selected stakeholders falls below expectations.

  • The field mapped from CRM or CSP must be a single-select picklist.
  • Multi-select picklists are not supported.

Best Practice: Migrate to a single-select model by assigning the highest applicable role to each stakeholder. For example, if a stakeholder is identified as both Decision Maker and Executive Sponsor, select Executive Sponsor as the role. 

Manually Assign Values in Staircase AI (Not Recommended)

If the required field is not available in your Customer Relationship Management (CRM) or Customer Success Platform (CSP), you can assign it manually in Staircase AI. This process must be completed account by account and this method is not recommended as a best practice.

Manually Manage your Stakeholder Roles

To manually manage your stakeholder roles:

  1. Login to Staircase.ai.
  2. From the left navigation pane, click the Settings icon.
  3. In the Configurations tab, click Stakeholder roles. The Customize your stakeholder roles view appears. 
  4. Click Add stakeholder role to add a new role. The Add stakeholder role dialog box appears.
    Note: Decision Maker, Champion and Executive Sponsor are system roles that cannot be renamed or removed. However, you can modify the touch frequency for each of these roles. 

    Add stakeholder role in customize your stakeholder role page.
     
  5. Enter the Role Name and select Touch frequency from the dropdown list. The touch frequency has the following options: 
    • Weekly
    • BiWeekly
    • Monthly
    • Quarterly

      Add stakeholder role dialog box.
       
  6. Click Submit. This configuration drives stakeholder engagement insights and helps populate your Stakeholder Heat Map, highlighting who is at risk of disengagement based on your defined expectations.

Assign Roles to the Relevant Stakeholders

To assign roles to all relevant stakeholders manually:

  1. Navigate to the Accounts page and select an account.
  2. In the Stakeholders tab, click Table. The stakeholders list associated with the account is displayed. 
  3. Find a stakeholder and from the three-dots vertical menu, click Edit. The Edit stakeholder dialog box appears.

    Stakeholder tab in accounts page.
     
  4. Select a Role from the dropdown list. 

    Edit Stakeholder dialog box.
     
  5. (Optional) To override the global touch frequency, select a Touch frequency from the dropdown list. 
  6. Click Update.