Company Context
NimbusCloud is a B2B infrastructure platform serving 2,000 enterprise customers, including banks, retailers, and SaaS companies. It sells multi-year contracts for data, AI, and workflow tooling, and competes on reliability and platform breadth against larger incumbents.
Problem
NimbusCloud is considering expanding its technical advisory function for enterprise customers. Today, advisory support is inconsistent: top accounts get informal access to senior architects, while most customers rely on support tickets, documentation, and account managers. Leadership believes a formal advisory offering could improve adoption, retention, and expansion, but there is disagreement on what value it should create and whether it should be bundled, tiered, or reserved for strategic accounts.
Recent internal data shows:
- Enterprise customers using 3+ products have 25% higher gross retention than single-product customers.
- Time-to-first-production deployment averages 120 days for large accounts.
- 30% of churned enterprise customers cited implementation complexity or unclear architecture decisions.
- Senior engineers currently spend ~15% of their time on ad hoc customer guidance, creating opportunity cost for core product work.
Deliverables
- Define the value proposition of a technical advisory function for enterprise customers.
- Identify the highest-priority customer segments and their core jobs-to-be-done.
- Recommend what services should be included in an MVP advisory offering versus left out.
- Explain the key trade-offs in packaging, pricing, and resource allocation.
- Propose success metrics to determine whether the function is worth scaling.
Constraints
- NimbusCloud can dedicate only 6 full-time technical advisors in the first year.
- The MVP must launch within 1 quarter.
- Advisory cannot become a substitute for fixing core product usability issues.
- Gross margin impact must be justified within 12 months.
- Sales wants broad availability, while Engineering wants strict limits on custom work.
