In this episode of "The Consultant's Way Podcast," Dean McMann and Anthony Paluska interview Michael Turner, Vice President of Professional Services at Upland Software. Turner discusses the challenges of managing in a matrix environment, where influencing without direct authority is key. He emphasizes the importance of using data proactively, specifically focusing on metrics like margin and utilization, to drive alignment between different organizational units, referred to as "columns" and "rows."

Turner explains his role as a "row" leader, responsible for maintaining consistent quality across various business units and navigating conflicts that arise between sales and service objectives. He highlights the need to preemptively share data, such as weekly utilization dashboards, to keep all stakeholders informed and aligned. This approach not only improves decision-making but also enhances organizational cohesion.

Turner also discusses the complexities of professional services work that isn't directly billable, such as internal consulting and product expertise tasks, and how he is implementing a process to seek approval for these activities upfront. This helps ensure that resources are used effectively and aligns the professional services team’s efforts with broader company goals.

The conversation closes with Turner stressing the value of presenting data visually and consistently to drive better engagement and decision-making among senior leaders. His insights underscore the power of proactive communication and strategic alignment in professional services management.