THE ANATOMY OF A WORLD CLASS PROFESSIONAL SERVICES ORGANIZATION

Updated: Mar 29

“I would suggest to you that Professional Services are a critical component of any SaaS business – but, it does depend on how you structure, partner and organize, which is driven by market positioning, internal capability and capacity for growth.”

Jon Harrison, VP Services & Success Sage (Precursive Playbook, Traditional Services Delivery is Dead, 2021)


Professional Services (PS) shouldn’t be a necessary evil of implementation, delivery or ongoing commercial partnerships with your customer and they shouldn’t act as a barrier to entry. Services should be viewed as an enabler for customers to solve their problems through your product and achieve their desired outcomes. Following our recent playbook which looks at changes in the world of professional services in this Outcomes Era - we explore what makes a great professional services organization.


THE PILLARS OF PROFESSIONAL SERVICES


A success-led services team is a critical component for modern SaaS companies which drives recurring revenue for the company.


STRATEGY FOR PROFESSIONAL SERVICES

Consider the mission for your services organization? As Jon Harrison, VP Services & Success at Sage asks: “What are you for?”


There are several considerations: What are you selling and who to? Is PS purely for implementation or enablement? Are they required for customization?


Here are some elements you can consider to help you structure the PS organization to scale:


  1. PS is NOT there only to implement product but to help the customer achieve their desired outcomes

  2. Services must support pre-sales and many now consider this productive time as when done well it influences win rates and overall LTV

  3. Do you have a partner ecosystem that needs to be managed and enabled - make sure there is a cultural fit with partners that ‘look like you’

  4. Your delivery model will often need to evolve as the company scales