In this episode of "The Consultant’s Way Podcast," Dean McMann and Anthony Paluska interview Jason Mele, who shares insights from his extensive experience in event tech and marketing tech, particularly in managing professional services in complex organizations. He highlights the constructive role of friction between departments, such as product development, sales, and professional services. Rather than seeking complete alignment, Mele believes in using the natural tensions to explore innovative solutions that benefit both the customer and the organization.

Mele explains how professional services often mediate between product teams, which focus on long-term roadmaps, and sales teams, which are driven by immediate customer needs. He shares examples of how he has successfully balanced these priorities, positioning professional services as a valuable partner to the product team. By using customer projects as opportunities to test future product features, Mele turns competing priorities into collaborative successes.

A major theme is the trust and collaboration between professional services and sales. Mele emphasizes the importance of building strong relationships with sales teams, showing that professional services can add value during the sales process by helping scope and deliver complex projects. He also discusses how professional services teams often have deeper customer knowledge, making them essential in expanding and growing accounts.

Mele also discusses his approach to fostering collaboration within his team, encouraging cross-functional brainstorming to elevate everyone’s skills. By creating a collaborative environment, he has been able to turn specialists into more well-rounded generalists while maintaining their subject matter expertise.

In closing, Mele underscores the importance of viewing friction and tension as opportunities for growth. By embracing these dynamics, professional services teams can not only deliver better customer outcomes but also contribute to the broader success of the organization.