CPQ Implementation: How to Create the Perfect Project Team

Building a Successful Project Team for Your CPQ Process

Implementing CPQ isn't a solo mission—it’s a collaborative effort that requires different team members, each with a specific role. Together, they ensure that every aspect of the CPQ implementation process is covered, from technical setup to user training. Without a dedicated team, you may face challenges at every turn, making it difficult to keep up with the demands of CPQ implementation and maintenance.

No matter the size of your organization, having the right CPQ team is key. In large companies like Cibes, which has over 1600 employees in more than 70 countries, they can assign specific people to different parts of a CPQ project. This makes it easier to manage and implement successfully. However, it is important to note that many of these roles can be handled by one person, sometimes even while managing other responsibilities. Some existing positions that could join your project team include Sales Engineers, Sales Knowledge Managers, or ERP System Administrators. It is crucial to have at least one person responsible for the CPQ system within your organization. Without this, your implementation is at high risk of failure, and maintenance can become overwhelming.

Here are the roles you’ll need:

1) Project Leader

The Project Leader oversees the entire CPQ implementation journey, serving as the driving force behind the project, to ensure the project stays on track and meets 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 position can be a part-time role, filled by a current team member or an external hire.

Key Responsibilities:

• Project Oversight: Manage day-to-day tasks, ensuring that everything is completed on time and within budget. Oversee the project's scope, schedule, and resources to maintain alignment with organizational goals.
  
  
• Stakeholder Coordination: Facilitate collaboration among stakeholders from various departments, so that everyone is working towards a common goal. Communication is essential in CPQ implementation.
  
  
• Alignment and Focus: Keep the team aligned and focused on the project's objectives. Tackle risks and challenges to maintain momentum and ensure successful outcomes.

*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 to completion. We also brought on Arvid Blomberg, who eventually took over as CPQ System Owner after launch, which was a highly 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. 

2) Implementer

The Implementer is the hands-on technical expert who turns your CPQ vision into reality by translating your organization's requirements into actionable steps for CPQ implementation. They configure the software, troubleshoot technical issues, and ensure a smooth transition. It is important that this person is a creative problem solver. This role can be filled by a current team member or an external hire.

Key Responsibilities:

• Technical Execution:  Configure the CPQ software according to organizational needs. Troubleshoot technical issues and optimize the system for peak performance, as well as handle integrations between CPQ and existing applications.
  
  
• Problem-Solving: Conduct comprehensive testing to validate system functionality and identify areas for improvement. When challenges arise, find practical solutions, and use technical expertise to address complexities for a smooth implementation process.
  
  
• Continuous Improvement: Provide ongoing support and maintenance, quickly addressing technical issues to identify areas for improvement and to optimize the CPQ system for peak performance. CPQ implementation is an iterative process.

*Pro tip from Cibes: This role seems like it would become obsolete as soon as you have 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.

3) Subject Matter Experts (SMEs)

Every successful CPQ implementation relies on the knowledge and experience of Subject Matter Experts (SMEs). These individuals bring expertise in key areas like pricing, product configurations, and integration requirements. Their insights help ensure the CPQ solution aligns with the organization’s specific needs.

Key Responsibilities:

• Domain Expertise: Offer in-depth knowledge specific to their area of expertise. Contribute valuable insights to optimize the CPQ solution for that business.
  
  
• Decision Support: Help make critical decisions throughout the implementation process to ensure that the CPQ solution meets business goals and aligns with organizational strategies.
  
  
• Continuous Learning: Stay up to date with industry trends and developments to drive innovation. Adapt to evolving technologies and best practices to maintain a competitive edge.

*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.

4) The Change Champion

A Change Champion plays an important role in the successful adoption of a CPQ system within an organization. This individual advocates for the new CPQ system, helping employees understand its benefits and ensuring a smooth transition. They create a culture that embraces innovation and minimize resistance to change.

Key Responsibilities:

• Advocate for Change: Promote the advantages of the CPQ system, such as improving efficiency, accuracy, and scalability. Ensure the organization understands the positive impact of the change and is fully onboard with the transition.
  
  
• User Engagement: Gather feedback from users to understand any concerns or challenges during the adoption process. Maintain open communication and help tailor solutions to address user needs and ensure a positive experience.
  
  
• Overcoming Resistance: Identify and address possible resistance to the new system, use clear communication, provide targeted training, and offer support to help users adapt.
  
  
• Facilitating Collaboration: Ensure alignment between the user base and the implementation team. Facilitate communication, incorporate feedback, and help optimize the CPQ system for the organization’s specific requirements.

5) CPQ Vendor Support

CPQ Vendor Support is the only part of your project team that is not an internal team member of your organization. However, it is a crucial partner in the implementation process. The CPQ Vendor Support team provides assistance during and after implementation, so that your team can make the most out of the CPQ solution.

Key Responsibilities:

• Troubleshooting: Analyse issues and quickly provide solutions to ensure a successful implementation.
  
  
• User Training: Offer comprehensive training to help your team maximize the CPQ system’s potential.
  
  
• Collective Insights: Provide valuable guidance as a result of firsthand experiences of numerous successful implementations, as well as an active community hub for knowledge sharing.
  
  
• Continuous Support: Provide ongoing support to address any issues or questions that arise during your long-term relationship.

*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 is no question that this personal touch has positively impacted our entire CPQ project process.

6) The System Owner (Post-Implementation)

Once the CPQ system is implemented, the System Owner takes over for long-term management. This role ensures the system runs smoothly and continues to meet evolving business needs.

Key Responsibilities:

• Maintenance: Handle CPQ system updates and regular upkeep
  
  
• Adding New Features: Integrate new features into the CPQ system to make sure it adapts to business changing requirements.
  
  
• Optimization: Continuously improve the CPQ system’s efficiency and effectiveness
  
  
• Integration Management: Manage how the CPQ system interacts with other software in your organization. Ensure consistent data flow and system compatibility, and handle any technical issues that arise.

*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.

Conclusion

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 from the Subject Matter Experts offering valuable insights to the Change Champion advocating for the new system. And finally, 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.