What happens when a professional services team stops seeing itself as an implementation machine and starts acting like a long-term strategic partner?

In this episode, Edgar Amaya, VP of Professional Services and Customer Experience at Accruent, shares how his team is rewriting the role of services inside a fast-moving software organization. Edgar walks us through his transition from Customer Success to leading PS, and what surprised him most when stepping back into the world of delivery. Spoiler: a lot has changed.

From pushing beyond project completion to owning post-go-live value, Edgar explains why being “just the delivery team” is no longer enough, and how PS can (and should) play a central role in client loyalty, revenue retention, and long-term strategic growth. He opens up about the internal shifts needed to make this happen, from transforming how his team thinks about consultative work to building stronger partnerships with sales.

Whether you’re figuring out how to evolve your own PS org or trying to align advisory offerings with what the market actually needs, Edgar’s perspective will hit home. He talks real challenges, real mindset shifts, and real outcomes—and how giving your team the space to think can drive innovation you didn’t see coming.

This episode is especially relevant for PS leaders navigating change, tech execs rethinking service models, or anyone trying to transform their team from a “doers” mindset to true business problem solvers.