06 · Enablement & Professional Services
When you want to run it yourself, we build the program.
The certification path our engineers pass, the analytics we run on the queue, and the leadership that designed both — available as projects and retainers.
- Certification path our engineers pass
- Voice-of-customer analytics from the queue
- Fractional leadership without a hire
Some companies should run their own support. They still need a certification program that works, a severity model that holds, an honest read of what customers are saying, and someone senior enough to design all three.
Hiring for that takes two quarters.
Programs & retainers
What's included
Projects with acceptance criteria, retainers reviewed quarterly, fractional leaders on your cadence.
- 01
Certification program design
Curriculum, sandbox exercises, hands-on assessment and supervised-case protocol for your own staff and partners, modelled on the program our engineers pass.
- 02
Train-the-trainer
Your team leads certified to run squads to our standard.
- 03
Voice-of-customer analytics
Weekly synthesis of friction points, feature requests and churn signals from the queue, with product recommendations.
- 04
Support operations consulting
SLA design, severity models, escalation matrices, helpdesk tooling selection, capacity planning.
- 05
White-label professional services
Build or migrate applications for your enterprise customers, billed through you.
- 06
Competitive migration
Customers moved from rival platforms with migration playbooks.
- 07
Fractional Head of Support / Customer Success
A senior leader embedded two to three days a week, directing your team or ours.
Engagement
How it runs
Projects are scoped with acceptance criteria and a fixed fee. Retainers are reviewed quarterly. Fractional leaders attend your leadership cadence and report to your executive sponsor.
Commercials
Pricing model
Fixed project fees; monthly retainers for analytics and fractional leadership; per project or per migration for professional services.
Sample deliverable
Sample deliverable
A certification program outline: modules, sandbox exercises, assessment rubric, supervised-case log template and recertification triggers.
- program
- Certified Support Engineer — Platform Track
- modules
- 8 (platform, integrations, deploy, diagnosis)
- sandbox_exercises
- 14
- assessment
- Build + deploy + domain, diagnosis classification set
- pass_mark
- Set by client
- supervised_cases
- 10, each reviewed by team lead
- recertification_triggers
- 30 idle days; designated releases
Redacted. Client and customer identifiers removed.
From the field
We certified our own twelve-person team on their program and held the same SLA table they do.
FAQs on enablement
FAQ
No commitment either way
Ready to build the program — or borrow the leadership?
Certification, VoC analytics or fractional support leadership scoped to your team — proposal in five business days.