Implementation and Customer Success Leadership for SaaS Solutions
Enabling start-up to streamline implementation, adoption and renewals.
We offer over 30 years of experience designing, building and leading high-performance Software Implementation and Customer Success Teams.
Whether you are looking for a seasoned leader to inspire your team, operational support to develop a strong set of project managers into trusted advisors or a solid strategy on how to build and engage customers, we have the skills and experience to address your needs.
Contact Us
info@malbrechtllc.com
(425) - 922-3820
Offerings
Implementation Model
Codify and document the specific steps (and typical costs) of rolling out a product thereby arming Sales with the tools needed to set and manage customer expectations.
Team Inception
Define the Services roles/skills needed and route candidates through a proven, multi-step interview and evaluation process to staff the team (regardless of size).
Capacity Planning
Based on the Sales pipeline, build a real-time capacity plan model that can identify the needs (and triggers) for future Services hires.
Services Operations
Establish the basic processes (time tracking, standard cost and bill rates) to track/manage the financial performance of the Services team, including reporting for Execs and Finance to enable strategic
Career Ladder Implementation
Provide a multi-stage career development plan designed to retain high-value Services experts for 5+ years through targeted high-capability, low-cost hiring.