First 90 Days at FieldStack
Core Philosophy: Build scalable support operations through modular implementation, team empowerment, and strategic positioning. This isn't a rigid timeline—it's flexible building blocks that adapt to actual conditions on the ground.
Guiding Principles
- Trust before change - Build relationships before implementing new processes
- Team as authors - Make existing analysts the architects of their own success
- Empower, don't control - Systems that enable independence, not approval theater
- Strategic asset - Position support as competitive advantage, not cost center
Module Overview & Dependencies
Module 1: Trust Building
- Individual 1-on-1s
- Shadow & learn workflows
- Review training materials
- Attend client calls
- Document current state
Module 2: Quick Wins
- Fix broken processes
- Escalation paths
- Ticket coordinator rotation
- Team meetings structure
- Support matrix
Module 3: Documentation
- Process SOPs
- Internal knowledge base
- Customer-facing KB
- KB maintenance rotation
- Categorization system
Module 4: Metrics & Data
- Ticket lifecycle analysis
- Deduplication strategy
- Metrics framework
- Dashboard design
- Client communications
Module 5: Scaling Prep
- Training infrastructure (3 phases)
- Training Analyst roles (voluntary)
- Enterprise playbook
- Hiring plan (if needed)
Module 6: Strategic Positioning
- Account Management sync (early warning system)
- Product feedback loop (quarterly insights)
- Clear escalation framework (Tier 1/2/3)
- Cross-functional communication standards
Success Indicators
- Team trusts new leadership approach
- Product and customer understanding established
- 1-2 quick wins delivered
- Workflow documentation underway
- Documentation progressing with team contribution
- Escalation paths and rotations operational
- Basic metrics dashboard live
- Team positioned as experts
- Support operations documented and measurable
- Ticket lifecycle clarity established
- Training infrastructure foundation built
- Support recognized as strategic function
- Team empowered and developed
Key Differentiators
1. Modular, Not Sequential
Flexible implementation based on actual needs. Building blocks that can be reordered based on business priorities and team readiness.
2. Team-Centered Development
Everyone begins leadership development on day 1. Internal promotions over external hires. Original 7 analysts become leads/specialists within 2 years.
3. Strategic Positioning
Support as competitive advantage (customer reviews prove it). Early warning system for Account Management. Product insights for Engineering. Revenue enabler, not cost center.
4. Evidence-Based
Built from actual interview observations. Addresses specific FieldStack challenges. Rooted in understanding current state before changing it.
What This Actually Builds
Beyond "support operations," this creates:
- Team development pipeline - Scalable leadership bench
- Training function - Foundation for future department
- Strategic partnerships - Account Management, Product, Engineering
- Healthy boundaries - Sustainable for team and clients
- Scalable systems - Grow without hero culture
The Goal: FieldStack's support team scales from 7 analysts to 15+ while handling doubled business volume—without proportionally doubling headcount or sacrificing quality.
Support becomes the reason customers buy and stay.
Implementation Philosophy
- Assessment first - Understand current state before imposing solutions
- Collaborative design - Build WITH team, not FOR team
- Quick wins + foundation - Credibility through execution, sustainability through systems
- Empowerment over control - Remove obstacles, don't create approval gates
- Strategic thinking - Every tactical change serves long-term positioning