Ensuring seamless client renewal requires an airtight definition of success that is drumbeat with consistency from the earliest parts of a sales process and through each interaction the customer has throughout a pilot.

I help early stage co’s solidify their value proposition and measurement definitions, then embed them into their contracts, data gathering and sharing strategies, customer meeting structure/content, ROI modeling, and product/data model roadmap recommendations.

Startup customers take a leap of faith, knowingly signing on to be serviced by companies in the earliest stages of ‘figuring it out.’ Don’t squander precious trust by underinvesting in their first impression (implementation and technical integration) or lasting opinion (customer and user support.)

I’ve built these functions end-to-end in-house at multiple companies, locking in clear departmental roles & responsibilities as early as bottom funnel sales conversations through technical go-live, landing with a smooth transition to account management and seamless user onboarding.

My comprehensive playbooks have included: cross-functional project plans and process maps, key deliverable templates, technical workstream interview and testing guides, standard customer data requests, internal turnaround time / KPI alignment, helpdesk setup and FAQ guide completion, bitesize user demo recordings for self-service education, and much more.

The value of prudence in vendor evaluation, strategic partner assessment, and post-selection systems change management can be easy to underestimate - but money, time, and team morale are expensive things to waste in early stages.

I step in to help get it right the first time, compiling internal user needs and comprehensive external research summaries in support of ‘build vs buy’ decisions, and often stay on to project manage the contracting process and partner integration.

Example systems I’ve worked with: analytics solutions like Tableau or Looker, CRM solutions like Salesforce or Monday, productivity and workflow solutions like Asana, Jira, Airtable, Notion, Slack

When you’re small, you have to be mighty - yet one of the things I see most frequently languish are resources that help staff understand their current role’s expectations and chart their path forward in the organization.

HR may provide the high level structure (i.e. the cadence of performance reviews and few standard sections every team member must follow) but have you done the work to define what excellence looks like within each role in your department? What going from individual contributor to manager really requires? What feedback sessions should include, or what a great written self-review looks like? Do people managers have access to performance improvement plan templates and an FAQ guide on what that process entails, should they need to leverage it?

This is among my favorite areas to partner with orgs on - the impact is transformative. When these resources are current and reliable, when they include details like pay bands and ‘typical time in role’ ranges, a massive amount of emotional stress is relieved in both managers and staff. Demystification and clear, consistent expectation setting benefits everyone.