Boutdamtime

Client Executive

Valued Contributor

Advice: adversarial post sales implementation

I'm in my first role in software (with a hardware component) in the healthcare space. I was one of the first people through their revamped training process and have two good seasoned SE's that are with me most of the time. We both scope projects together and hand them off to our implementation team once I get a PO and without fail our implementation team will usually say things like "this was sold wrong" or "you didn't quote this correctly" pretty much every single deal. I've reached out to seasoned reps and they all say they deal with the same stuff.

it's gotten so bad that some of the more seasoned reps have been in yelling matches on zoom with our head of implementation. I've even caught some of the implementation team throwing the sales team under the bus post sales like "you were oversold" or "your sales team didn't quote this correctly".

I've spoken with my direct manager and other middle managers and nothing has changed.

question: have you ever dealt with this? do you have recommendations on what I should do?

Thanks in advance!

🦾 Hardware Tech

☁️ Software Tech

9

9 comments

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Sunbunny31

Politicker

2

Sr Sales Executive 🐰

If implementation has a problem with the quoting, they should be on the calls or have their own way to approve the quote/contracts before it becomes an issue. This is flat out bad for business, but needs to be addressed by having an expert do the quoting with you.

CuriousFox

WR Officer

2

🦊

Put this in writing to your manager and ask what can be done to help the disconnect/situation.

Boutdamtime

Politicker

0

Client Executive

I’ve spoken to every level of middle management and it doesn’t seem to be a priority

Blackwargreymon

Politicker

2

MDR

Put this in writing to your manager and ask what can be done to help the disconnect/situation.

Diablo

Politicker

1

Sr. AE

We had similar issues with other cross functional team in my last org. I listed down all the problems we had with each other and got straight to the point on discussing how we solve them (amicably). Communication and transparency is the key.

DungeonsNDemos

Big Shot

1

Rolling 20's all day

That's some shitty communication. There has to be a way to smooth this over or it will really hurt in the long run.
I agree with others, if you can start having them involved perhaps with the quoting process (maybe to review before sending?) then it can help.
Though I guess that would just bottleneck everything up. So actually I would say it needs to either
1) get everyone retrained and on the same page
2) simplify your quote tool to a new format that is less prone to oversell/undersell/fuckup
3) give SE's a piece of the pie if they aren't getting any % now. That way they will want the sale to go well.

butwhy

Politicker

1

Solutions Engineer

>I've even caught some of the implementation team throwing the sales team under the bus post sales like "you were oversold" or "your sales team didn't quote this correctly".
OOOOHHHH - NOT FREAKING COOL. Cause you know, great way to prevent fucking churn which they are usually comped on. Idiots.
I had this issue at a past company, though not quite as bad, and one of the ways we attempted to solve it was to have someone on the post-sales team review our scoping in an informal meeting before presentation for all deals over a specific amount (>100k). It was a bit of a bottleneck, and quite annoying since their own POs were unclear and not realistic based on how the product works (it's amazing how often implementation teams don't actually know what the product is supposed to do once implemented). Like once they listed an action scoped for 10 hours when we knew it literally only takes 5 minutes.

MR.StretchISR

Politicker

1

ISR

Just thinking out loud, think of how much more straightforward the process would be if more decision makers had sales experience and more sellers had buying experience

Clashingsoulsspell

Politicker

0

ISR

By chance do they need anyone to make sure they have the correct insurance coverage in place? Or targeted risk control analysis?

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