Implementing CPQ isn't a solo mission—it's a collaborative effort that requires different team members, each with their own specific role; they all work together to achieve a shared goal. Their combined knowledge and skills ensure that every aspect of the CPQ implementation process is covered, from technical setup to user training. Without a dedicated team, you'll find yourself confronting challenges at every turn and struggling to keep up with the demands of CPQ implementation and maintenance.
No matter the size of your organization, building the right CPQ team is essential. In larger enterprises, these will probably be four or more individual roles. Cibes, for example, consists of 1600+ employees across 70+ countries; which means they have the ability to delegate specific roles for such a project.
However, it’s important to note that the majority of these titles can be taken on by one individual, sometimes even while they have other roles or responsibilities outside of the project. Some existing positions that could join your project team are: Sales Engineers, Sales Knowledge Managers, or ERP System Administrators, to name a few. We must emphasize the importance of having at least one person responsible for the CPQ system within your organization. Without this in place, your implementation is at very high risk of failure, and maintenance will become a nightmare.
The Project Leader is responsible for overseeing the entire CPQ implementation journey. They serve as the driving force behind the project, making sure that it stays on track and delivers on its objectives. This role requires strong leadership and organizational skills to navigate the complexities of CPQ implementation. They should already be knowledgeable on relevant organizational processes and capable of abstract thinking for project requirements. This role is part time and can be a current member of your organization or an external hire.
*Pro tip from Cibes: We hired an external project leader to implement Elfsquad because our original project leader left the company; he saw the project through. We also brought on Arvid Blomberg, who eventually took over as CPQ System Owner after launch, which was a very effective decision. Arvid’s tech skills helped guide the implementation through launch, and he gained vital knowledge along the way for long-term upkeep of the platform. He is now our sales and marketing systems domain owner and still actively involved in the maintenance of Elfsquad.
The Implementer is the practical role that brings your CPQ vision to life. They’re the technical expert who translates the organization's requirements into actionable steps for CPQ implementation. They are hands-on in configuring the software, troubleshooting technical issues, and ensuring a smooth transition to the new system. Therefore, it’s important that the person in this role is a creative problem solver. This role can be a current member of your organization or an external hire.
*Pro tip from Cibes: This role seems like it would become obsolete as soon as you’ve launched the platform, but that’s not the case. This role is still needed to maintain the system, and is usually transferred to tile of CPQ System Owner. Adding new features and functionality should be handled by the Implementer (or the System Owner) to optimize the process as it progresses.
Every successful CPQ implementation relies on the knowledge and experience of Subject Matter Experts (SMEs). These individuals should be masters of their respective fields. They provide priceless insights and guidance so that the CPQ solution meets the unique needs of the organization.
*Pro tip from Cibes: Instead of one Subject Matter Expert, we employed two inhouse-employee Specialists instead. These roles consisted of a Configuration Specialist who was knowledgeable about working with our ERP system, and a Customer Service Specialist who knew all the ins and outs of our products.
CPQ Vendor Support is the only member of your project team that isn’t actually an employee at your organization. However, it’s one of the most important roles. The CPQ Vendor Support department is your lifeline during implementation and thereafter. They provide assistance so that your team can make the most out of the CPQ solution. Support should be easy to reach and quick to respond. Traditional CPQ Vendor Support will always come with long wait times for technical issues, as well as for answers to every day questions. Further, Custom CPQ Vendors don't have the benefit of a repeated Proven Process for implementation the way a SaaS Vendor does, which provides you with expert insights for success. This guidance is essential for a stress-free and successful implementation process, as well as CPQ maintenance in the long term.
*Pro tip from Cibes: Look for a CPQ Vendor that offers a Proven Process for implementation, based on real-life successful experiences. In particular, a Proof of Value (as part of the Proven Process) conducted by Elfsquad made sure that we were the right match before we had gone too far or spent too much money. We were looking for a long-term strategic partnership when we chose Elfsquad. We feel comforted by the quarterly check-ins conducted by the Support team, but, more importantly, we can reach out to Elfsquad at any time, and they are always super eager to find a resolution as fast as possible. For us at Cibes, there’s no question that this personal touch has positively impacted our entire CPQ project process.
Once the software is implemented, your journey doesn’t end there—it's just the beginning of an ongoing CPQ process flow, if you want to get the most out of the solution.
*Pro tip from Cibes: We really emphasize the importance of assigning a CPQ System Owner if you intend to develop your platform beyond implementation. The System Owner doesn’t necessarily have to be the Implementer or project leader, however, they should definitely have been part of the project team.
In conclusion, assembling the right project team is essential for the successful implementation and ongoing management of CPQ software. Each team member plays a crucial role, from the Project Leader overseeing the entire journey to the Implementer bringing the vision to life, and the Subject Matter Experts offering invaluable insights. With the Support of the CPQ Vendor, continuous training, and a designated System Owner, organizations can ensure that their CPQ solution evolves to meet their changing needs and continues to deliver optimal results over time.
Along with a project team, we discussed other potential risks for implementing CPQ with our partner Walpole. Watch our webinar to learn more.