Implementation Team Assessment
You know you need an
Implementation team.
They drive adoption, help you recognize revenue, and set the first impression your company makes on every new client. But it's hard to know how well the team is really performing, and whether they're being set up to deliver their best work.
This assessment helps you understand where your team is operating at peak effectiveness relative to your company's goals, and where it might be worth focusing some attention.
Before We Begin
Tell us about your company
Before we look at the Implementation team, we need to understand what the company is trying to accomplish. Everything that follows is calibrated against your answers here.
1Which best describes the main focus of your GTM strategy for the next 1–2 years?
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2How would you describe the implementation experience for your product?
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3How do you describe your Ideal Customer?
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4How would you describe your company's current phase of growth?
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Category 1 of 6
Structural Fit
How Implementation is positioned within your organization can mean the difference between true alignment across the revenue team and disjointed handovers that nobody owns.
1Where does your Implementation or Professional Services team sit within your organization?
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2What is the primary KPI driving your Implementation function?
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3How would you describe the client experience across the full journey from sale through to post-launch?
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Category 2 of 6
Purpose Clarity
A team can work hard and still pull in the wrong direction. This section looks at whether your Implementation team's work and incentives are pointed at the right outcomes.
1What does your Implementation team's workload actually consist of?
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2How would you describe your Implementation team's bonus or incentive structure?
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3If you asked an individual contributor on your Implementation team what they care most about in their day to day work, how closely would their answer align with what's driving the team's performance?
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Category 3 of 6
Process Maturity
Repeatable process is what separates a team that scales from one that white-knuckles its way through every project. This section looks at whether your team has built that foundation.
1Imagine you did an audit of two separate projects, delivered by different people on your team. How consistent would you find the artifacts, processes and quality?
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2How would you describe the project artifacts and documentation your team produces relative to the complexity of your implementations?
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3If you had to find the answer to a common product configuration or functionality question right now, how confident are you that you could find it independently?
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4How much time does your Implementation team dedicate to process improvement, documentation upkeep, and professional development?
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Category 4 of 6
Team Capacity & Skill Mix
Having the right people in the right numbers sounds simple. This section looks at whether your team is resourced, developed, and distributed in a way that matches what the company needs.
1How does your team measure and forecast implementation capacity?
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2What is your average Time to Kickoff (TTKO)?
This is the number of days between a deal closing and your Implementation team's first meaningful engagement with the client. Meaningful engagement means the client is actively involved, not internal preparation or scheduling.
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3How would you describe the distribution of skill and capability across your Implementation team?
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4How do you attract and develop talent for your Implementation team?
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Category 5 of 6
Metrics & Accountability
Not everything that gets measured actually drives behavior. This section looks at whether your team's metrics are driving the right behavior.
1When your Implementation team meets to review performance, what does that conversation actually focus on?
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2How were the metrics your Implementation team is measured against defined?
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3If you asked an individual contributor on your Implementation team what they care most about in their day to day work, how closely would their answer align with what's driving the team's performance?
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Category 6 of 6
Outcome Measurement
Implementation doesn't end at go-live. This section explores whether your team tracks what happens after go-live and whether that insight makes them better.
1When your Implementation team hands a client over to steady state, what does "done" mean?
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2How would you describe the handoff process between your Implementation team and your post-launch steady state team?
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3When a client struggles post-launch, how does that information find its way back to your Implementation team?
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Your Results
Here's what your assessment found.
Let's keep talking.
This is just the beginning of the conversation. These findings are a starting point, not a verdict, and the real insight usually comes from digging into the context behind the scores. If you want to think through what any of this means for your team, I genuinely love this stuff. Feel free to reach out.
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