At Propel25, Gian Luis Delgado, Senior Manager of Customer Success & Services at LogicGate, shared how strategic resourcing—paired with deep customer empathy and presales alignment—has transformed their ability to drive faster, more impactful outcomes for customers.
From managing compliance-heavy GRC implementations to unlocking new revenue through faster onboarding, Gian made a compelling case for why resource strategy isn’t just an ops issue—it’s core to customer success.
Meet the speaker: Gian Luis Delgado, LogicGate
Gian leads the services leadership team at LogicGate, a governance, risk, and compliance (GRC) platform that supports over 30 use cases. With a background spanning analytics, business intelligence, and enterprise software delivery, he’s overseen over $10M in PS revenue. Today, he helps LogicGate deliver 100+ concurrent implementation projects with a team of 30, including a blend of in-house and certified partners.
Why resource strategy is critical in high-stakes delivery environments
Gian opened with a light-hearted note—joking about holding next year’s sessions by the pool—but quickly grounded the session in a sobering truth: LogicGate’s customers operate in high-risk environments where mistakes can mean criminal liability.
“Sometimes our people are stickier than our product.”
For example, a chief compliance officer in a mid-market bank may face jail time if a suspicious activity report is mishandled. These are not just technology rollouts—they’re high-stakes operational transformations. That’s why customers need not just great software, but empathetic, expert guidance.
Redefining time to value: empathy + precision + presales alignment
Gian emphasized that in complex spaces like GRC, value isn’t something you can automate. Customers don’t want “magic”; they want pragmatic recommendations rooted in empathy and industry knowledge.
Value isn’t just a feature—it's how it’s delivered
LogicGate’s approach starts by recognizing that out-of-the-box functionality isn’t just config—it’s a point of view. Their implementation consultants bring best practices, advisory insight, and implementation expertise that shows customers how to use the product to solve real problems.
Case in point: Gainsight’s reduction from 13 weeks to 4
Gian referenced a Gainsight case study to highlight:
- The power of delivering multiple moments of value across the journey
- The importance of pairing tech with perspective
How LogicGate structures for success
Services resources join presales to shape delivery
To accelerate value, LogicGate brings delivery experts into the scoping process—even before the contract is signed. These experts:
- Identify hard deadlines (like audits)
- Flag dependencies between applications
- Draft milestone-driven plans upfront
This reduces handoffs, aligns expectations, and shortens kickoff-to-value timelines.
Time-to-kickoff reduced by 15+ days
- 13 new logos kicked off within 15 days of contract signature
- Overall kickoff cycle time improved by over 15 days
Customers feel that urgency and commitment from day one—and it pays off.
First time to value (FTTV): LogicGate’s 30-day target
FTTV at LogicGate is defined by clear, customer-centric outcomes like:
- Executing a third-party risk assessment
- Reviewing a risk register
Accountability mechanisms:
- Leadership tracks and reviews FTTV definitions and days to reach
- Kickoffs are audited to ensure FTTV is discussed early and explicitly
- Teams celebrate FTTV milestones with customers to mark progress and build momentum
“How are you supposed to reach first time to value if no one asked about it?”
Strategic staffing: matching people to moments that matter
Know your people and their industry strengths
Gian asked the audience to consider: are you hiring software generalists or industry SMEs? LogicGate hires both, but critically matches the right people to the right accounts.
Move people around to capture value
Great resources are in demand. Gian urged leaders not to hoard them or spread them too thin:
- Analyze point-in-time data (like timesheets) to identify bandwidth
- Delegate lower-value tasks to junior staff to free up experts
- Be willing to reallocate staff proactively to high-value moments—even mid-project
He shared a compelling case:
- A highly regulated customer needed to accelerate onboarding
- A senior resource was nearly booked, but LogicGate offloaded their other tasks
- The expert led scoping and launched a new app within 5 days post-scoping
Result: 7 apps launched in under a year, enabling the customer to meet compliance goals and unlock revenue.
Value quantification: telling the ROI story
LogicGate equips its team to quantify the value customers realize:
- Track savings, efficiencies, risk reductions
- Compare value delivered vs. contract cost
One customer realized more ROI in <1 year than the value of their full contract.
“Who’s telling your value story?”
This question underscored Gian’s call to action: equip your people to build trust by showing impact.
Final advice for PS leaders
Gian closed with a few clear takeaways:
- Use your data: Forecasts are imperfect—supplement with time tracking and team surveys
- Don’t fear mobility: Move your best people where they’re needed most
- Celebrate milestones: FTTV is a moment worth marking
- Empower storytelling: Value realization needs a narrative
- Lead with empathy: Especially in high-risk, high-compliance spaces
“You don’t get those value moments back. Miss them, and you risk churn. Capture them, and you unlock expansion.”
Stay tuned for more Propel25 recaps and strategies to elevate your professional services org.
