Traction Stage
You're an early-stage startup beginning to sign big businesses, and they're coming in with big asks.
I'll help you assess your organization's current capabilities and design a plan that will help you keep your customers happy, and grow and scale without burning out your engineers and PMs.
Does this sound familiar?
- You have customers making big asks in contracts, and you're not sure if you can meet their needs.
- You've been providing support but have no formal policies, and it's becoming an operational headache.
- You're finding it nearly impossible to find the right team or leaders to fit your goals and growth trajectory.
- 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.
- You're not sure how much support is costing you at all.
What if you could...
- Create and launch support offerings that are guaranteed to be competitive and meet the needs of your biggest customers?
- Create crystal clarity and alignment between customers, your sales team, and engineering?
- Drastically reduce support load on product and engineering teams?
- Drive down the cost of support over time, even as your customer base grows?
If you want to make this 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.