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What does your RACI look like across Sales, Solutions Engineering, and CS for complex implementations?

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2 Answers
Customer Success / Sales Alignment
  1. Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 8mo

    Our set-up is a little different here as we don't have Solutions Engineering right now (actually our technical implementation team take on this role). Context: Our CSMs own a customer as soon as the contract is signed and we have Technical Implementation Consultants (TICs) who own the delivery of the technical components of an implementation.But an implementation is bigger than the delivery of the technical requirements, we need to understand HOW the customer will use it, how they'll drive the c ...Read More

    496 Views
  2. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 1mo

    Honestly, I’ve rarely seen a traditional, rigid RACI matrix actually work. My preference is to map out responsibilities visually against the customer journey. The simpler, the better. A who owns what framework is better IMO Sales owns commercial alignment and relationship continuity. Solutions Engineering (SE) owns technical validation and scopes the technical blueprint pre-sale. CS / Implementation owns the actual post-sale execution against that blueprint and is responsible for the renewal Bec ...Read More

    377 Views

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