In this episode, Anthony Paluska and Dean McMann sit down with Debbie O'Meara, a 20-year veteran in the software industry, to discuss the critical role of professional services in delivering client outcomes. Debbie’s extensive experience spans companies like Contract Logix, PennyMac, Qvidian, and Upland, where she has overseen everything from onboarding and education to high-stakes project management.

The conversation dives into the often-overlooked but crucial handoff between sales and professional services. Debbie emphasizes that one of the biggest gaps is the disconnect between what was promised during the sales process and what is actually implemented. She shares insights on the importance of capturing customer goals early, ensuring these are clearly communicated to delivery teams, and maintaining alignment throughout the customer journey. Debbie recalls a project where the initial handoff missed critical context, leading to major challenges when the implementation team met the client for the first time, underscoring the need for better internal communication.

Dean and Anthony also explore the importance of outcome-focused project management. Debbie argues that project managers should be more than just task managers – they should act as trusted advisors, guiding clients toward meaningful outcomes rather than just checking boxes on a statement of work (SOW). This mindset shift, she explains, not only leads to more satisfied clients but also strengthens long-term customer relationships.

The discussion wraps up with practical advice for services leaders, including the need to "replan" at the start of every project to account for evolving client needs, capture critical context, and avoid common pitfalls. Debbie’s insights underscore the need for a more holistic approach to professional services, one that prioritizes long-term client success over short-term deliverables.

Listen in to learn how shifting from task-based to outcome-based project management can transform your client relationships and set your services team up for lasting success.