PinnedMy Leadership PrinciplesI’ve led global Professional Services organizations in HP Software, Hortonworks/Cloudera, Splice Machine, Sisense, and most recently at dbt…Jan 28, 2023Jan 28, 2023
PinnedLeading Customer Escalations to SuccessThis is the fourth article in my series about the lessons I learned leading, scaling, and growing Professional Services organizations.Aug 8, 2022Aug 8, 2022
PinnedCreating a High Performance Team CultureIn the first article in this series, we talked about the OODA loop and the importance of Observing, Orienting, Deciding, Acting, and…Aug 3, 2022Aug 3, 2022
Customer Success and Professional Services Organizations: Never stop the training.Customer Success and Professional Services organizations have a lot on their plate. A typical day might look like this:Apr 7, 2023Apr 7, 2023
Software Sales and Professional Services: It’s a team sport.The role of the Sales organization in software and SaaS companies cannot be understated. It is responsible for new and recurring revenue…Feb 28, 2023Feb 28, 2023
Run to the fireWhen I thought about the title for this post, I was thinking about a core value that, I believe, is pivotal to the effectiveness of…Feb 24, 2023Feb 24, 2023
Your customer bought a SaaS subscription, but has not been onboarded and is not responsive.Have you ever had a customer that was excited to purchase your SaaS platform, shared how your SaaS solution may help solve important…Feb 21, 2023Feb 21, 2023
SaaS Professional Services and Implementation Partners — Coopetition or Cooperation?In this article, the fifth in my series about the lessons I learned while leading and scaling Professional Services and Customer Success…Oct 5, 2022Oct 5, 2022
Leading and Managing Professional Services and Customer Success ProcessesThis is the third article in my series about the lessons I learned leading Professional Services organizations. If interested, you can read…Aug 3, 2022Aug 3, 2022
Lessons Learned in building, growing and scaling Professional Services organizationsIt occurred to me recently that I’ve been leading Professional Services organizations for over 11 years now, and have learned a lot of…Aug 3, 2022Aug 3, 2022
