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.
“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: