In this episode of The Consultant’s Way Podcast, hosts Dean McMann and Anthony Paluska are joined by Andrew Cappiello, Director of Professional Services at CaptivateIQ, to explore critical insights into professional services within SaaS organizations. Andrew shares his journey from teaching middle school to leading professional services teams, emphasizing the parallels between teaching and consulting, particularly in navigating resistance and fostering growth.

The discussion centers on breaking free from the "implementation trap" often faced by SaaS professional services teams. Andrew explains how companies initially focus on scaling implementation roles to support product delivery but often fail to evolve these roles into more strategic, consultative positions. This stagnation not only impacts employee retention but also limits opportunities to build deeper client relationships. Andrew highlights the importance of shifting from transactional interactions to value-driven advisory models, which enhance client stickiness, improve margins, and foster long-term partnerships.

The conversation also delves into talent management and career progression within professional services. Andrew advocates for aligning individual career goals with organizational needs, allowing technical specialists to either remain as builders or evolve into advisory roles based on their aspirations. He underscores the value of blending seasoned industry experts with fresh perspectives to create high-performing, innovative teams. A recurring theme is the importance of empowering team members to make bold recommendations to clients, even when it involves challenging conversations. Andrew and the hosts stress that true client satisfaction comes from delivering outcomes, not simply following instructions. They encourage a culture of experimentation and adaptability, arguing that risk-taking and iterative learning are essential for innovation and growth in consulting.

The episode concludes with Andrew’s reminder to embrace the challenges of professional services with humor and passion, as enjoying the process translates into better client interactions and team morale. This insightful discussion offers practical advice for navigating the complexities of consulting within SaaS and beyond.