When a leading provider of Last Mile Logistics software solutions was struggling to hit their implementation timelines, they knew the benefits of engaging a boutique recruiting firm to help bring in a leader to support this effort. Initially targeting a Head of Customer Experience, Factor Talent was requested to help with the search.
After a thorough intake session, going through Factor Talent’s scorecard development, and some initial iterations of interviews, the FT team advised the fundamental problem area this role needed to focus on was their Implementation and Professional services function.
Thus, it was decided, rather than focusing on a Head of CX, the FT team would look to engage talent with strong experience executing professional services in an enterprise B2B SaaS implementation environment.
After interviewing a select group of candidates, the new leader was identified and secured in a few short weeks. The new leader is looking to reduce key metrics such as sign-to-go-live from ~5 months to 2-3 months, increase net-dollar retention, and decrease logo churn.
Interested in learning more about how we can partner for similar engagements? Reach out to us at Info@factortalent.com.