Case study
Siepe: building a client-solutions organization
I established Siepe's Professional Services / Client Solutions team, combining responsibility for client-specific products and solutions with the processes to scope, deliver, and manage that work commercially.
Previously, requests were handled across different teams without a consistent process for scope, scheduling, or commercial review. Work could fall through the cracks, delivery timelines were difficult to provide, and time and materials were not consistently tracked or billed.
Scoping complex investment solutions
I partnered directly with clients across the CLO, hedge fund, and equity investment markets to scope products and solutions for their specific requirements. Projects included integrations and data ingestion, trade order management system (OMS) integrations, custom reports and APIs, financial and net asset value (NAV) reporting, and custom calculations.
A defined process for client work
I established the team's operating processes, including change requests and statements of work. I created an Azure DevOps board with a dedicated process and fields to support planning, execution, and commercial tracking. This brought the delivery and commercial status of client requests into the same workflow.
Scope documents that support delivery and maintenance
I created a standard scope template to capture client requirements and document what each report or feature does, how it works, and how it should be supported. The document serves both the initial engagement and the teams responsible for maintaining the work afterward.
To extend that documentation to existing work, I created a Claude skill and used it to produce historical scope documents. This gave us a consistent way to document earlier deliverables alongside new requests.
Billing and contractual commitments
I established a billing process that tracks billed and waived work by client, with explicit reasons for waivers such as goodwill, product gaps, contractual agreements, and sales support. This makes the commercial treatment of work visible, including why some work is not billed.
I also manage contractual prepaid hours for clients with dedicated resources, tracking their use against the agreed allocation.