Growth Stage
You've found PMF and you need to demonstrate that you can quickly scale your revenues without growing your costs in lockstep.
At this stage, you want to create repeatable proceses and an operating model that predictably delivers results. I'll help you design and build the engines that will create scalable growth, while keeping your customers happy.
Does this sound familiar?
- You have customers and traction, but you're not clear what your organization should look like now or at 2x your current size.
- You're finding it nearly impossible to find the right team or leaders to fit your goals and growth trajectory.
- You know you need to keep responding to customer feedback, but you don't have a scalable approach to that yet.
- Engineering throughput has been slowing down as the cost of providing support has increased.
- Your engineering team has been on call for months or years and is starting to burn out.
- Customer requests have been growing as fast or faster than revenue.
- Your product teams want customer feedback but aren't getting the right level of detail from tickets.
What if you could...
- Engineer a scalable mechanism for supporting customers and responding to their feedback: one that is grounded in data, process-focused, and agile as your product and customer needs change?
- Identify the most powerful levers to improve customer satisfaction and reduce the amount of effort it takes to deliver support?
- Align field, product, and engineering teams around key processes that will consistently improve customer experience and your ability to scale?
- Drive down the cost of support over time, even as your customer base grows?
If you want to make these hypotheticals a reality, I can help.
Fractional or Full Time Head of Support
Looking for an experienced leader to run your services or support teams? I am available as a fractional head of your department, and am open to full time opportunities for the right organizations.
As a fractional or full time manager, I will work to build your support or services programs or departments. I will audit your existing situation, organization and processes, align with leadership on a strategy and approach to solving these, and bring in the right professionals and team for implementation.
Advisory
Accelerate your strategy and cost-effectively with my high-ROI advisory service. No need to commit to a full-time department head with 15+ years of experience. Instead, access my expertise on a time or project-bound basis.
Enjoy tailored strategies, comprehensive audits, and my structured approach. Ask unlimited questions about your current approach or strategy, leverage my network, and involve me in key decisions.
Note, project management, team training, and execution are not included. This service suits those aiming for strategic insight without permanent management expenses.
Strategy Session
Leverage my extensive experience and knowledge with a Strategy call (typically 90 minutes). Get immediate feedback and brainstorm potential solutions for your unique challenges.
I will act as a sounding board for critical decisions, offer fresh ideas, and help you overcome your unique business challenges.
This session includes vital pre-call preparation, ensuring our time is utilized to the fullest. Following the session, you'll get clear takeaways and actionable steps to overcome whatever challenges you're facing. This is a great way to tap into my expertise and ensure confidence moving forward.