The Situation

The organization was growing quickly, but its client journey was fragmented.

Sales, Solutions, Implementation, and Account Management operated with different definitions of ownership, inconsistent handoffs, and unclear success metrics. As new clients moved from pre-sale through go-live and into ongoing partnership, accountability blurred and execution varied.

Leadership needed me to build a cohesive model and a shared client lifecycle to align teams.

The Challenge

• No unified end-to-end lifecycle framework

• Unclear ownership across stages

• Inconsistent handoffs between Sales, Solutions, and Account Management

• Limited visibility into post-go-live performance

• Client experience dependent on individual effort rather than structure

The Approach

We facilitated and designed a structured framework that aligned cross-functional teams around clear lifecycle stages, ownership, and measurable outcomes.

Key components included:

• Defined lifecycle phases from initial sales discovery through on-going client management

• Documented role clarity, ownership, and accountability at each stage

• Standardized artifacts (discovery documents, solution reviews, handoff checkpoints)

• Clear success metrics tied to each lifecycle phase

• Executive alignment around operating rhythms and reporting

The work was collaborative. The solutions were clear and process oriented. 

The Outcome

• Clear end-to-end ownership across the client journey

• Improved handoffs between Sales, Solutions, and Account Management

• Increased visibility into client health post-go-live

• Reduced friction across teams

• More consistent client experience during rapid growth