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Professional Services
Purpose
The Professional Services (PS) function at FlowFuse provides scoped, paid services to accelerate customer implementation, reduce delivery risk, and support complex or time-sensitive deployments.
Professional Services exists to help customers achieve outcomes faster when additional expertise, capacity, or structure is required beyond standard onboarding and support.
Professional Services engagements are intentional, outcome-driven, and time-bound.
Scope and Responsibilities
Professional Services owns:
- Scoping and delivery of paid customer engagements
- Implementation support for complex architectures or deployments
- Enablement services, including workshops and tailored training
- Acceleration of onboarding and time-to-value
- Delivery of agreed project outcomes within defined scope
- Structured handoff to Customer Success at engagement completion
Professional Services is accountable for successful delivery of scoped engagements, not for ongoing account ownership or renewal outcomes.
Professional Services–Owned Processes
Professional Services owns the following delivery-focused processes:
- Engagement scoping and proposal definition
- Project planning and execution
- Delivery of enablement services (workshops, training, guided implementation)
- Progress tracking and status communication
- Post-engagement handoff to Customer Success
Detailed process documentation will be added as these processes are formalized.
Collaboration Model
Professional Services works closely with other functions in the Commercial Organization:
-
Sales Department
Owns commercial negotiation and contract execution.
PS supports Sales by defining scope, effort, and delivery assumptions. -
Solution Engineering
Collaborates on technical architecture and implementation approach, especially during complex deployments. -
Customer Success
Receives structured handoff at the conclusion of services engagements to ensure continuity of adoption and support. -
Sales Partnerships
Coordinates delivery where partners are involved in implementation or enablement.
Professional Services does not own ongoing customer relationships or commercial expansion.
Engagement Principles
Professional Services engagements follow these principles:
- Be scoped, time-bound, and outcome-oriented
- Clearly define responsibilities and success criteria up front
- Avoid open-ended or undefined delivery commitments
- Complement, not replace, product capabilities and Customer Success
- Transition ownership cleanly at engagement completion
Metrics and Accountability
Professional Services effectiveness is measured by:
- On-time and on-scope delivery
- Customer satisfaction with services engagements
- Reduction of implementation risk
- Quality of handoff to Customer Success
- Utilization and services margin (where applicable)
Tools and Systems
Professional Services primarily uses:
- Project tracking and delivery tools
- Documentation and knowledge-sharing systems
- Collaboration platforms for workshops and working sessions
- Internal delivery frameworks and templates
Detailed tool usage is documented separately.
How This Page Is Used
This page defines what Professional Services owns.
Detailed execution guidance is documented in:
- Professional Services process documentation
- Delivery templates and playbooks
- Cross-functional engagement guidelines
This separation ensures clarity between scoped delivery and ongoing customer ownership.