fmlzwqu1fny-rawpixel-com.jpgIn 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.

Kristin-Dean-Simply-Measured.jpg“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: