Global Director of Implementation & Onboarding at Zappi
Merlin Komenda
Rigorous by design. Joyful by default.
Global Director of Implementation & Onboarding at Zappi
Rigorous by design. Joyful by default.
/ How I think
Teams commit to outcomes when they understand what those outcomes will actually mean for them.
Before any work starts, I make sure everyone in the room understands not just where we're going, but what it's going to ask of them. That's what turns agreement into actual commitment.
Most teams get stuck on what they can't control. That's what stops them from moving what they can.
Teams that fight what they can't change burn out. Redirect that energy to what's movable, and it compounds. That's what keeps a team in the work instead of stalling out.
Hard problems don't go away when you minimize them. They become manageable when you give them room to be hard.
Some of my best work has been on problems we haven't solved yet. Keeping a team honest, engaged, and willing to try again. That's not a consolation prize. That's the work.
/ The work
We stopped building the process around our internal rhythm and started building it around the customer's. Shifted from "customer builds, team reviews" to "team recommends, customer validates." The team became the experts, and adoption followed.
Eight of eleven implementation stages now have active tooling in production. New capabilities are added against a defined methodology rather than as one-off fixes.
Mid-market to Fortune 500: 60+ clients a year, repeatable outcomes, NPS above 75.
/ Proven results
/ Where I've worked
/ Connect
I want to hear from you. Genuinely. If something here sparked a thought, a question, or just a reaction, send me a note.
Prefer email? merlin.komenda@gmail.com
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