Building the Optimal Implementation Team – What You Need to Know

Aug 17, 2021

Building the Optimal Implementation Team – What You Need to Know

So you’re ready to make the move to the Mavenlink Industry Cloud for Professional Services™ and your Client Success Manager (CSM) is asking for dates and times for the kickoff and wondering who will be involved in your implementation. It’s easy to feel overwhelmed with all the upfront important decisions that need to be made.

So here’s a little help from us, with a list of all the roles to be considered in building out your implementation team.

Please Note: It’s ok to give one person a few different roles. However, we want to be mindful of the time needed to execute each role.

Choosing Your Implementation Roles

Successful implementation teams consist of experienced and dedicated members filing a variety of critical roles. Who you choose to place in these roles and how they contribute to the implementation project will have a massive impact on the end results. Consider the following roles and how you will use them in your implementation.

  • System Owner or Admin – This is typically a long term role and will be the person responsible for ensuring that the software solution is configured and utilized as defined in your implementation. This person will typically attend all calls during the implementation, including core software configuration, integration configuration, and reporting calls. They are also involved in the ongoing relationship with your CSM after implementation to learn about any new features you could take advantage of or to assist with further expanding your use of the software.Sometimes there is a differentiation between the technical system owner and the business system owner.
  • The Business System Owner would be responsible for process design and execution. This person also takes on the largest share of initial configuration during the implementation, although those tasks can be shared with others.
    • The Technical System Owner would be responsible for things like security, integrations, and data migration. This person takes on the bulk of the steps needed to gather data from the legacy system(s) and prepare it to be migrated to the new software.
  • Key Decision Maker – The key decision maker is important to include in all major design/configuration sessions and has the ability to make final decisions around software design and configuration if the implementation team is having a difficult time coming to consensus on a subject.
  • Implementation Project Manager (PM) – This person will ensure the implementation stays on track internally. In addition to the scheduled calls with the software solution’s implementation team, your business will have configuration tasks to complete and decisions to make internally. The PM helps to manage all these against the go-live timeline.
  • Executive Sponsor – The person responsible for the success of the roll-out from an executive perspective. This person should attend the kickoff and then be included in regular steering committee meetings where there is reporting on the progress of the implementation. However, they do not need to attend day-to-day calls.
  • Change Manager – This person will develop and execute the plan for communication and training of end users associated with implementing the solution.
    • Change Agents – The Change Manager will also select Change Agents to become advocates for the solution and experts in how to utilize it for their individual roles. Change Agents help build excitement and confidence in the new tool and can be excellent resources for training and end user adoption.
  • Subject Matter Experts (SMEs) – It will be important to include SMEs in conversations specific to their areas of expertise. Typically, SMEs attend the kickoff (remote or onsite) and then later attend specific design calls about their area. Finally, this group is usually great to assist with UAT testing, as they are already familiar with their parts of the solution and the decision making behind the design. Examples of SMEs areas include finance, resource management, and system owners of other tools that will be integrated with the implemented solution.

Together, these roles will create a strong implementation team that will ensure not only a successful adoption, but long-term success that leverages the complete potential of your new professional services software solution.

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