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In our eBook released last month, we covered the typical roles you'd find on a Customer Success Team and why they're important. In this post, we'll specifically discuss Professional Services and the role it plays post-sale.
If the product has a complex implementation and/or requires customization, companies often build a professional services capability to better serve their customers. This team may be a VP level function or roll into Client Services, depending on the organization.
Professional Services may include:
- Onboarding and implementation project management and support;
- Consulting and software customizations;
- Content creation;
- Training and education services; and
- Premium support SLAs
Some software companies try to avoid offering services, as they are higher-touch and lower-margin compared to a software subscription license. However, it is necessary depending on the business – for example, an electronic medical record software company that sells into hospitals and health care institutions. Other companies try a partnership approach, where third parties are certified to provide services as systems integrators or training providers.
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“We support Customer Success by serving as Subject Matter Experts and technology specialists throughout the customer lifecycle. We partner with our CSMs to identify a customer's unique needs and business requirements. We craft solutions that enable a customer to get the most value out of their subscription with us.”
- Kristin Dean, Manager of Professional Services, Simply Measured
For more on Professional Services:
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