Behind the Scenes of our Customer Success Service Portfolio Management Team
At Unit4, many teams work tirelessly to support our customers’ success. One of the most pivotal—but often behind the scenes—is our Service Portfolio Management Team. Their mission? To bridge business goals with actionable strategies, align technology with customer needs, and tackle challenges head-on to deliver lasting impact.
In this blog, we take a closer look at the team’s vital role, daily responsibilities, and the impact of their work.
We spoke with Dan Tharby, Service Portfolio Manager, to shed light on their mission, processes, and passion for empowering businesses like yours to thrive.
What is the primary mission of the Service Portfolio Management Team, and how does it contribute to customer success?
Our team is focused on designing, evolving, and optimizing service offerings to help customers get the most value from their investments. We ensure our packaged services align with customer needs, providing the tools, expertise, and guidance required to drive operational excellence and long-term success.
By continuously refining our portfolio based on customer feedback and market trends, we help organizations accelerate adoption, improve efficiency, and stay competitive in a fast-changing landscape.
Can you walk us through a typical day on the Service Portfolio Management Team?
There’s no such thing as a typical day—which is what makes this role so exciting! Our time is split between strategy, innovation, collaboration, and execution. We analyze service usage data, customer feedback, and market trends to identify areas for improvement or expansion.
We work closely with Product Management, Customer Success, and Sales to ensure our offerings align with both go-to-market strategies and customer needs.
One day might involve refining service packages, another might focus on developing new solutions in line with product innovations, and another on working with enablement teams to make sure customers fully understand and benefit from our services.
How does your team collaborate with Product Management and Customer Success to meet customer goals?
We recently joined an initiative to work more closely with Product Management, ensuring our services align with product roadmaps. This means that as new features are released, we’re ready from day one with services that help customers maximize their impact.
With Customer Success, we actively gather insights into customer challenges and evolving needs, using this feedback to refine and adapt our service offerings. We also work with Sales and Marketing to ensure customers fully understand the value of our services and how best to use them.
This cross-functional approach ensures our services remain relevant, impactful, and easy to adopt.
How do you ensure that service packages align with each customer’s unique business objectives?
Our approach is customer-first. While we can develop packaged services in isolation to a point, we make a conscious effort to engage directly with customers, analyze usage insights, and incorporate industry best practices.
For example, we offer flexible service packages so customers can tailor support levels based on their needs. We also maintain a continuous feedback loop with Customer Success and Sales Account Teams to ensure we’re adapting our services to changing customer priorities.
How does customer feedback shape your team’s offerings?
Customer feedback isn’t just important—it’s essential. We gather insights from surveys, advisory boards, direct interactions, and our Account and Customer Success Managers.
Some of our most impactful innovations—like enhanced onboarding programs, integration capabilities, and success outcome development—have been directly shaped by customer input.
Can you share a recent project or innovation that’s had a big impact on customers?
One of our most significant innovations is the Success4U program, which introduces a structured, outcome-driven approach to customer engagement.
It provides organizations with dedicated Customer Success Managers (CSMs), proactive service planning, and access to specialized expertise—all aimed at improving customer experience and business outcomes.
The response has been overwhelmingly positive, with customers seeing greater efficiency and faster time-to-value.
How does your team stay ahead of industry trends to keep services relevant?
We continuously monitor industry developments, customer needs, and emerging technologies like AI-driven automation and predictive analytics. We engage with industry analysts, attend conferences, and collaborate with internal innovation teams to refine our services.
By benchmarking against best practices across industries, we ensure our solutions remain cutting-edge and future-proof.
What advice would you give to customers on how best to leverage your team’s expertise?
To maximize value, we encourage customers to:
- Engage early – Work with your CSM or Account Team to explore tailored services and how Success4U can help achieve your goals.
- Stay informed – Attend webinars, read our blogs, and explore our Service Catalog.
- Share feedback – Tell us about your challenges and opportunities so we can refine our offerings to better meet your needs.
What excites you most about your role, and what keeps you motivated?
Seeing the direct impact of our work on customers is incredibly fulfilling. Whether it’s helping a business overcome challenges, improve efficiency, or achieve strategic goals, knowing we play a role in their success keeps me motivated every day.
The continuous evolution of technology and the opportunity to innovate means there’s always something new to explore—and that’s what drives us to keep delivering real, measurable value.
How Unit4 solutions and Success4U can empower your organization
At Unit4, we understand that every organization has unique needs and challenges. Our solutions are designed to be flexible and scalable, ensuring that as your business evolves, our systems evolve with you.
With our comprehensive suite of ERP and Cloud-based solutions, you can streamline operations, improve efficiency, and drive growth.
Through our Success4U program, we take customer success to the next level. By providing you with a dedicated Customer Success Manager (CSM), proactive service planning, and specialized expertise, Success4U ensures that you not only adopt our solutions but also achieve tangible results.
From faster time-to-value to optimized resource usage, Success4U equips you with the tools and guidance necessary for long-term success.
Our focus is on providing continuous value and empowering your teams to leverage the full potential of Unit4 solutions. Whether you’re improving processes, adopting best practices, or facing new business challenges, we’re here to support your journey every step of the way.
You can learn all about Unit4’s approach to Customer Success on this page, and how it’s integrated with Success4U. You can also download the factsheet, watch the Success4U presentation, and view the Success Catalogs.
