2026-03-04_cso_client_presentation_dry_run

Meeting Title: CSO Client Presentation Dry Run Date: 2026-03-04 Meeting participants: Pranav Narahari, Greg Stoutenburg, Brylle Girang, Uttam Kumaran

WEBVTT

1 00:00:39.730 ⇒ 00:00:41.520 Pranav Narahari: Not as much as looping.

2 00:00:41.840 ⇒ 00:00:43.770 Pranav Narahari: How does budget agreement?

3 00:02:01.280 ⇒ 00:02:02.140 Greg Stoutenburg: Hey, Brnov.

4 00:02:03.300 ⇒ 00:02:04.220 Pranav Narahari: Hey, Greg!

5 00:02:06.030 ⇒ 00:02:07.020 Greg Stoutenburg: How you doing today?

6 00:02:08.530 ⇒ 00:02:10.999 Pranav Narahari: Just non-stop meetings, it felt like.

7 00:02:12.470 ⇒ 00:02:13.180 Greg Stoutenburg: Yeah.

8 00:02:15.260 ⇒ 00:02:16.579 Greg Stoutenburg: I hear ya.

9 00:02:17.080 ⇒ 00:02:17.870 Pranav Narahari: Yeah.

10 00:02:19.260 ⇒ 00:02:24.920 Pranav Narahari: But yeah, I took my first, or gave my first, like, interview yesterday, which was…

11 00:02:25.070 ⇒ 00:02:27.000 Pranav Narahari: Cool. Yeah. Nice.

12 00:02:27.150 ⇒ 00:02:28.709 Greg Stoutenburg: How’s that been going for you?

13 00:02:29.790 ⇒ 00:02:34.360 Greg Stoutenburg: Yeah, good, been on a couple now,

14 00:02:34.740 ⇒ 00:02:37.579 Greg Stoutenburg: I think I did… I think I’ve done 2 first rounds.

15 00:02:38.010 ⇒ 00:02:41.779 Greg Stoutenburg: And two final rounds. Oh, wait, no, there was definitely another first round in there.

16 00:02:42.400 ⇒ 00:02:49.700 Greg Stoutenburg: Or a second. Yeah, anyway, yeah, it’s… it’s been… it’s been going fine. Mostly… mostly pretty impressive, really.

17 00:02:50.640 ⇒ 00:02:52.279 Greg Stoutenburg: Yeah. How are you?

18 00:02:52.880 ⇒ 00:02:58.019 Pranav Narahari: That’s cool, yeah. Yeah, I think… so, I just had one so far.

19 00:02:58.160 ⇒ 00:03:11.309 Pranav Narahari: that one, I was just… I feel like now that got, like, a lot of good, like, feedback from, like, Kayla, too, just, like, how to run it. Yeah. But yeah, like, even in a previous position, like, I’ve never, like, like, given an interview, so I was like, okay, interesting.

20 00:03:11.420 ⇒ 00:03:13.060 Greg Stoutenburg: Yeah. Biff?

21 00:03:13.160 ⇒ 00:03:14.290 Pranav Narahari: Yeah, so…

22 00:03:14.550 ⇒ 00:03:16.220 Greg Stoutenburg: Yeah. Good experience.

23 00:03:16.220 ⇒ 00:03:23.670 Pranav Narahari: But yeah, tomorrow we’re doing, like, this, office hours thing, me and Luke and, Hannah.

24 00:03:23.940 ⇒ 00:03:30.679 Pranav Narahari: And so, it’s kind of like a salesy thing, like, because we’re trying to, like, really target agencies, and so…

25 00:03:31.240 ⇒ 00:03:38.220 Pranav Narahari: that should be exciting, too. So yeah, this week has just been, like, a bunch of just, like, new things added to the plate, which is… this is fun.

26 00:03:38.650 ⇒ 00:03:43.869 Greg Stoutenburg: Yeah, yeah, yeah. Yeah, it seems like there’s just a lot of movement.

27 00:03:44.080 ⇒ 00:03:44.920 Greg Stoutenburg: You know?

28 00:03:45.280 ⇒ 00:03:51.859 Pranav Narahari: 100%, 100%, yeah, I’m, like, onboarding onto ABC, too, so… That should be fun.

29 00:03:52.160 ⇒ 00:03:52.820 Greg Stoutenburg: Yeah.

30 00:03:55.570 ⇒ 00:03:56.380 Greg Stoutenburg: Christ.

31 00:04:00.960 ⇒ 00:04:01.580 Greg Stoutenburg: A lot of people.

32 00:04:01.580 ⇒ 00:04:03.899 Pranav Narahari: accepted it. Let’s see if they pull up.

33 00:04:10.720 ⇒ 00:04:15.270 Greg Stoutenburg: Yeah, I did… yeah. I saw a lot of… A lot of green checks.

34 00:04:15.660 ⇒ 00:04:18.000 Greg Stoutenburg: Well, so we’re on retirement clearance, anyway.

35 00:04:19.290 ⇒ 00:04:21.260 Pranav Narahari: Utam just said 2 minutes. Okay, cool.

36 00:04:21.260 ⇒ 00:04:21.839 Greg Stoutenburg: Okay.

37 00:04:22.510 ⇒ 00:04:23.410 Greg Stoutenburg: Alright

38 00:04:29.940 ⇒ 00:04:30.980 Greg Stoutenburg: Okay.

39 00:05:52.380 ⇒ 00:05:59.709 Greg Stoutenburg: I’ll be out Thursday and Friday, so I’m just trying to do that, you know, end-of-the-day rush to hand off anything that needs to be touched while I’m away.

40 00:06:00.690 ⇒ 00:06:02.980 Pranav Narahari: Oh, yeah, makes sense. That was me last week.

41 00:06:04.020 ⇒ 00:06:04.450 Greg Stoutenburg: Nope.

42 00:06:08.270 ⇒ 00:06:16.939 Pranav Narahari: Do you remember what tool it was for Slack? It was like, they have some Slack bot set in place for, requesting PTO.

43 00:06:18.000 ⇒ 00:06:19.120 Greg Stoutenburg: Oh, yeah.

44 00:06:20.510 ⇒ 00:06:24.250 Pranav Narahari: I’m, like, forgetting the name, because I literally used it 2 weeks ago, but…

45 00:06:25.610 ⇒ 00:06:26.959 Greg Stoutenburg: What was that called?

46 00:06:27.920 ⇒ 00:06:28.530 Pranav Narahari: Yeah.

47 00:06:28.740 ⇒ 00:06:32.350 Pranav Narahari: Bryl… Braille might… might know, actually. Perfect timing.

48 00:06:32.770 ⇒ 00:06:33.450 Brylle Girang: What’s that?

49 00:06:34.250 ⇒ 00:06:38.649 Pranav Narahari: Do you know what the Slack tool is for requesting PTO?

50 00:06:40.230 ⇒ 00:06:42.070 Pranav Narahari: Are you aware of that tool?

51 00:06:42.580 ⇒ 00:06:44.190 Brylle Girang: I think it’s linear asked.

52 00:06:44.800 ⇒ 00:06:47.390 Pranav Narahari: Is it just linear asks? Okay.

53 00:07:12.550 ⇒ 00:07:14.329 Pranav Narahari: Yes. Okay, perfect.

54 00:07:30.890 ⇒ 00:07:31.600 Uttam Kumaran: Hi, guys.

55 00:07:32.780 ⇒ 00:07:33.579 Greg Stoutenburg: Hey, how’s it going?

56 00:07:33.930 ⇒ 00:07:35.420 Uttam Kumaran: Microwing a sandwich.

57 00:07:35.910 ⇒ 00:07:36.330 Greg Stoutenburg: There we.

58 00:07:37.860 ⇒ 00:07:38.500 Pranav Narahari: Nice.

59 00:07:39.280 ⇒ 00:07:40.359 Uttam Kumaran: How’s the day going?

60 00:07:42.080 ⇒ 00:07:43.180 Pranav Narahari: Not too bad.

61 00:07:45.510 ⇒ 00:07:48.089 Pranav Narahari: Was in a lot of meetings today,

62 00:07:49.560 ⇒ 00:07:53.389 Pranav Narahari: kind of… I feel like we’re getting pretty good with, like, ABC.

63 00:07:53.400 ⇒ 00:07:54.720 Uttam Kumaran: Oh, tell me, yeah.

64 00:07:55.040 ⇒ 00:07:56.700 Pranav Narahari: Yeah, so…

65 00:07:57.030 ⇒ 00:08:16.169 Pranav Narahari: with Casey, I did, like, a lot of, like, a lot of setup for just my local environment, but that meeting turned into just, like, him just doing, like, a full technical deep dive of a couple of the workflows, like… so one of the main ones is migration, which is basically,

66 00:08:16.170 ⇒ 00:08:22.090 Pranav Narahari: right, the NA to N dependency, kind of getting away from that, and, like, setting up this master app.

67 00:08:22.390 ⇒ 00:08:25.549 Uttam Kumaran: I guess even before that, maybe, like, maybe my question to you is, like.

68 00:08:25.840 ⇒ 00:08:29.809 Uttam Kumaran: Tell me what we’re doing for ABC. I think that’s a good place for a start. Maybe I can…

69 00:08:30.040 ⇒ 00:08:41.510 Uttam Kumaran: Perfect. So I don’t mean to be, like, pedantic, but, like, I think that’s a good place for you to be like, okay, how far… how far are you? Because then my next… my next question, once you nail that, is gonna be where we go from here? And so, yeah.

70 00:08:41.510 ⇒ 00:09:00.540 Pranav Narahari: 100%. Yeah. Yeah, where we go from here, I probably still need to think a little bit more about, but what we’re doing right now is, yeah, there’s the migration effort, which is, yeah, kind of getting off of NN, start using this master app that’s gonna be deployed on GCP. Another thing is,

71 00:09:01.340 ⇒ 00:09:02.230 Pranav Narahari: the effort.

72 00:09:02.230 ⇒ 00:09:06.989 Uttam Kumaran: Do you kind of understand the reason? Like, I guess to even go more specific, you get why we…

73 00:09:07.180 ⇒ 00:09:12.919 Uttam Kumaran: Not to be so, like, on the nose, but do you kind of get why we made that switch?

74 00:09:14.760 ⇒ 00:09:18.519 Pranav Narahari: Made the switch from N8N to the mesh route.

75 00:09:18.520 ⇒ 00:09:19.110 Uttam Kumaran: Yeah.

76 00:09:20.250 ⇒ 00:09:23.940 Pranav Narahari: No, actually, I don’t think I… I know why.

77 00:09:24.370 ⇒ 00:09:35.039 Uttam Kumaran: Okay, that’s worth understanding beyond just the, like, what are we doing, it’s the why. Because if the client tomorrow is basically like, hey, why are we…

78 00:09:35.910 ⇒ 00:09:47.710 Uttam Kumaran: They’re like, hey, I forgot, but why are we working on this? You don’t want to get jammed. So, to tell you the reason why, and part of this was we started working on them before, even internally, we had the capabilities

79 00:09:47.940 ⇒ 00:09:52.719 Uttam Kumaran: Of, like, even… Sorry, I’m here somewhere.

80 00:09:52.860 ⇒ 00:09:55.170 Uttam Kumaran: Capabilities of doing…

81 00:09:55.400 ⇒ 00:09:59.460 Uttam Kumaran: master stuff. So we started working with them, this is, like, one of our first AI gigs.

82 00:09:59.590 ⇒ 00:10:08.650 Uttam Kumaran: But we built this N8N web of, like, shit, basically, to achieve it, and then once we started using Master internally, I was like, oh, okay, this is the obvious next step.

83 00:10:08.830 ⇒ 00:10:12.489 Uttam Kumaran: So part of it is, like, the amount of debugging we had to do in AN,

84 00:10:12.760 ⇒ 00:10:27.280 Uttam Kumaran: the lack of capabilities of, like, version controlling, being able to deploy it on a cloud, those are all things that, like, caused us to want to do this. A lot of this, Casey and Sam both have emails on, like, how we proposed it.

85 00:10:27.620 ⇒ 00:10:28.610 Uttam Kumaran: So, worth…

86 00:10:28.760 ⇒ 00:10:36.550 Uttam Kumaran: worth having an understanding of, like, that lore. We can even go further deeper on, like, I think it’s helpful for you to even ask questions about, like.

87 00:10:36.760 ⇒ 00:10:41.850 Uttam Kumaran: what, like, when I first walk into ABC, like, how do we even get into there?

88 00:10:42.060 ⇒ 00:10:47.600 Uttam Kumaran: Like, you know, what was my life? What was the first thing I learned when I went there?

89 00:10:47.770 ⇒ 00:10:57.960 Uttam Kumaran: And, like, how did we even sign the first agreement, right? So, I think it’s helpful, and I think, you know, Greg has spoken a little bit about, like, these handoffs in the past, and I think the one thing

90 00:10:58.070 ⇒ 00:11:13.490 Uttam Kumaran: is we’re gonna be working on stuff for the CSOs, which is around, like, client handoffs and onboarding, is, like, that lore is super, super important, right? Like, who are these people? Who are their bosses? Like, what is their relation with us? Like, what have we messed up in the past?

91 00:11:13.760 ⇒ 00:11:16.089 Uttam Kumaran: Right? All of that, I think.

92 00:11:16.730 ⇒ 00:11:23.010 Uttam Kumaran: is all of the stuff beyond just the, like, we’re developing the AI agent for, you know?

93 00:11:23.850 ⇒ 00:11:38.690 Pranav Narahari: Yeah, that makes sense. I think, having this, like, one-on-one with them, too, like, I’m just gonna talk to them about, like, hey, this is, like, a fresh set of eyes and ears, like, let me know, like, what you’re enjoying about this, like, project right now. What do you think is maybe, like.

94 00:11:38.870 ⇒ 00:11:42.660 Pranav Narahari: Has been not as enjoyable, or felt like it’s been…

95 00:11:43.160 ⇒ 00:11:48.249 Pranav Narahari: kind of, like, stuck in the mud. And then just kind of, like, hearing them out, just so…

96 00:11:49.010 ⇒ 00:11:50.440 Pranav Narahari: Cause maybe…

97 00:11:50.690 ⇒ 00:11:54.500 Pranav Narahari: they’ve kind of gotten to a rhythm, that’s what I’ve noticed, at least in the last couple calls, like…

98 00:11:55.420 ⇒ 00:12:01.819 Pranav Narahari: It just seems like they’re doing the same thing every single time, and so it makes it easy for us in some ways, but it’s also, like…

99 00:12:02.030 ⇒ 00:12:09.889 Pranav Narahari: At some point, they’ll probably be like, hey, like, we’ve been doing the same thing every single week, when is that going to change?

100 00:12:10.080 ⇒ 00:12:10.870 Uttam Kumaran: Yes.

101 00:12:11.340 ⇒ 00:12:12.559 Pranav Narahari: Yeah, we should have…

102 00:12:13.170 ⇒ 00:12:17.030 Pranav Narahari: We should be on top of that, we shouldn’t, like, wait for that question to arise.

103 00:12:17.030 ⇒ 00:12:17.590 Uttam Kumaran: Cool.

104 00:12:18.100 ⇒ 00:12:21.970 Uttam Kumaran: So this is where, like, you know, if you’re… if you’re not able to… if…

105 00:12:22.080 ⇒ 00:12:26.390 Uttam Kumaran: Sam and Casey may not have that, but these are the questions I think when I’m, like.

106 00:12:26.510 ⇒ 00:12:35.029 Uttam Kumaran: hey, are you transitioned? I think when we think about a transition, it’s not totally, it’s the, like, can I just, like, take over, like, the controls?

107 00:12:35.190 ⇒ 00:12:36.950 Uttam Kumaran: But, of course, like.

108 00:12:37.120 ⇒ 00:12:45.399 Uttam Kumaran: You’re just gonna be… you’re gonna be beholden to the decisions that you had nothing to do with, unless you understand where we came from.

109 00:12:45.500 ⇒ 00:12:55.000 Uttam Kumaran: And then finally, I’m gonna ask you, okay, where do we go from here? And I’m… I have some ideas, I’m sure Sam has some ideas, and, like, you… I want you to have some ideas, so that

110 00:12:55.180 ⇒ 00:13:04.020 Uttam Kumaran: we all are like, okay, we can… this is the next part of the Gantt chart, right? So, like, really, I think… I mean, it’s actually helpful to talk through this, because I don’t think we’ve, like, really nailed the…

111 00:13:04.200 ⇒ 00:13:07.020 Uttam Kumaran: Transition of a client yet, so…

112 00:13:07.590 ⇒ 00:13:10.260 Uttam Kumaran: this is, I think, a good direction.

113 00:13:10.930 ⇒ 00:13:13.189 Pranav Narahari: Okay, yeah, perfect.

114 00:13:15.050 ⇒ 00:13:15.970 Pranav Narahari: Let me…

115 00:13:16.440 ⇒ 00:13:30.890 Pranav Narahari: We can probably just, like, continue that discussion, too, like, with what I understand of, like, the other things that we’re doing for ABC right now. And so, yeah, the migration effort’s one of them. Also,

116 00:13:31.940 ⇒ 00:13:38.470 Pranav Narahari: With zip codes, there’s been some issues with, not a proper match of

117 00:13:38.610 ⇒ 00:13:47.900 Pranav Narahari: the CSRs to the zip codes that they are working in. So, like, within their…

118 00:13:48.170 ⇒ 00:13:50.590 Pranav Narahari: Within the database that they’ve…

119 00:13:50.730 ⇒ 00:13:59.810 Pranav Narahari: within our database, it’s… we can see that, or sorry, not within our database, within, like, the Google Sheet that they’ve created, where they’ve

120 00:13:59.930 ⇒ 00:14:14.259 Pranav Narahari: in a very, like, odd format, created, like, okay, for these CSRs, this is the zip code that they can provide the service. We are not properly ingesting that to then feed to Andy as context. So.

121 00:14:14.550 ⇒ 00:14:28.610 Pranav Narahari: Casey right now is working on, like, okay, where are the gaps right now with these tickets? We’re able to, like, see where the gaps are, in linear, and so… that’s… that’s, like, the purpose for that is very clear to me.

122 00:14:29.350 ⇒ 00:14:31.959 Pranav Narahari: For, like, why we’re doing that.

123 00:14:32.350 ⇒ 00:14:33.560 Uttam Kumaran: And then…

124 00:14:34.780 ⇒ 00:14:37.479 Pranav Narahari: Yeah, other one, too…

125 00:14:39.560 ⇒ 00:14:55.390 Pranav Narahari: Oh, yeah. With the central dock, too, it’s kind of similar. We’re not… we’re refactoring, basically, the entire central dock into, specific departments, right? And so, during that process, there are certain…

126 00:14:55.600 ⇒ 00:15:01.310 Pranav Narahari: pieces of content that are not properly, that weren’t properly migrated, like, so some.

127 00:15:01.310 ⇒ 00:15:03.719 Uttam Kumaran: You kind of get why we did the central doc?

128 00:15:06.370 ⇒ 00:15:08.260 Uttam Kumaran: Broke, tell me, like, what you think about that.

129 00:15:11.880 ⇒ 00:15:20.509 Pranav Narahari: Yeah, so, like, the central doc being just, like, basically just, like, a Google Doc where they put in all the info,

130 00:15:23.620 ⇒ 00:15:27.829 Pranav Narahari: I guess it’s… it’s easy for the client to add stuff into there.

131 00:15:28.070 ⇒ 00:15:30.370 Pranav Narahari: For when there are…

132 00:15:32.000 ⇒ 00:15:38.559 Pranav Narahari: When there are changes needed, like, when there’s missing content, easy for them to also look up.

133 00:15:38.890 ⇒ 00:15:44.920 Pranav Narahari: If there’s, like, like, if there are gaps on what they’re trying to ask Andy, do we even have the proper context?

134 00:15:45.030 ⇒ 00:15:46.780 Pranav Narahari: Like, set up in the central dock.

135 00:15:47.770 ⇒ 00:15:50.980 Pranav Narahari: I’m trying to think of, like, what is an alternative to that.

136 00:15:51.350 ⇒ 00:15:52.410 Pranav Narahari: So…

137 00:15:52.920 ⇒ 00:15:53.930 Uttam Kumaran: Yeah, so think even…

138 00:15:53.930 ⇒ 00:15:54.300 Pranav Narahari: That makes sense.

139 00:15:54.300 ⇒ 00:16:01.520 Uttam Kumaran: think even… compare it to, like, what we do at Brainforge, right? Like, so at Brainforge, what is our version of the Central Doc?

140 00:16:03.470 ⇒ 00:16:05.500 Pranav Narahari: Our version of the central dock.

141 00:16:11.420 ⇒ 00:16:13.380 Pranav Narahari: For just, like, internal processes?

142 00:16:15.240 ⇒ 00:16:15.920 Uttam Kumaran: Yuck.

143 00:16:17.300 ⇒ 00:16:18.100 Pranav Narahari: Okay.

144 00:16:19.380 ⇒ 00:16:20.710 Pranav Narahari: I just think…

145 00:16:20.710 ⇒ 00:16:21.890 Uttam Kumaran: Oh, Greg, what do you think?

146 00:16:22.300 ⇒ 00:16:24.589 Greg Stoutenburg: It’s the repo. It’s the vault, right? Yeah.

147 00:16:24.590 ⇒ 00:16:25.460 Uttam Kumaran: Yeah, correct.

148 00:16:25.460 ⇒ 00:16:25.980 Greg Stoutenburg: So…

149 00:16:25.980 ⇒ 00:16:26.969 Uttam Kumaran: Jesse, what do you mean?

150 00:16:27.770 ⇒ 00:16:33.509 Uttam Kumaran: Like, but tell me, compare and contrast why we have it in there versus not in a Google Doc.

151 00:16:36.650 ⇒ 00:16:39.389 Pranav Narahari: In the repo, it’s just much more, like.

152 00:16:39.890 ⇒ 00:16:42.829 Pranav Narahari: AI can use it as context much easier, like, so adding…

153 00:16:42.830 ⇒ 00:16:45.029 Uttam Kumaran: That’s one piece, yeah, so it’s easier.

154 00:16:45.140 ⇒ 00:16:48.550 Uttam Kumaran: But then, think about the human… think about the humans. Like, what…

155 00:16:48.970 ⇒ 00:16:51.640 Uttam Kumaran: What makes us different than them, and like, why do you…

156 00:16:51.840 ⇒ 00:16:53.329 Uttam Kumaran: You kind of see where I’m getting at?

157 00:16:53.720 ⇒ 00:16:57.749 Pranav Narahari: Yeah, I think version control is another big piece, like, the human error.

158 00:16:58.100 ⇒ 00:16:58.750 Uttam Kumaran: Yes.

159 00:16:59.700 ⇒ 00:17:01.000 Pranav Narahari: Yeah, so…

160 00:17:01.200 ⇒ 00:17:08.560 Uttam Kumaran: And then the last piece is technical expertise. Everyone at Brainforge can use Cursor and use a repo.

161 00:17:08.710 ⇒ 00:17:12.840 Uttam Kumaran: We’re talking about call center agents who, like, just got hired, like.

162 00:17:14.010 ⇒ 00:17:16.919 Uttam Kumaran: It’s… it’s gonna be tough for them to…

163 00:17:17.099 ⇒ 00:17:20.760 Uttam Kumaran: to do any of this, right? So we arrived at this, like.

164 00:17:21.420 ⇒ 00:17:31.029 Uttam Kumaran: basically, we arrived at, like, just a fat Google Doc, to be, like, kind of crude. And, like, here was, like, this is, like, one of the original… this was in January of 2025.

165 00:17:31.540 ⇒ 00:17:33.110 Uttam Kumaran: Is when we put this together.

166 00:17:33.340 ⇒ 00:17:40.840 Uttam Kumaran: Basically, we talked about, like, a continuous learning cycle, which is basically, like, we’re gonna take all these docs, and we’re gonna put it into one place.

167 00:17:41.150 ⇒ 00:17:44.350 Uttam Kumaran: We’re gonna ask questions about, like, who maintains it, who uses it.

168 00:17:44.470 ⇒ 00:17:55.760 Uttam Kumaran: And we’re gonna look to basically create, like, this, like, knowledge life cycle, right? So there’s CSRs, they access knowledge, and then they also can update knowledge.

169 00:17:55.890 ⇒ 00:17:57.739 Uttam Kumaran: like, through AI?

170 00:17:57.900 ⇒ 00:18:00.120 Uttam Kumaran: All to benefit the CSR.

171 00:18:00.800 ⇒ 00:18:11.720 Uttam Kumaran: And so this is a good slide, and we actually… I think you… we should have the meetings that went into this. But basically, that was the goal, is that, like, Google Docs, and one big Google Doc, at the time, was the best

172 00:18:12.160 ⇒ 00:18:19.730 Uttam Kumaran: Alternative to, like, a version-controlled repo that we could work with, that they themselves could still access and make updates to.

173 00:18:20.030 ⇒ 00:18:24.929 Uttam Kumaran: And we could actually consume. Whether that’s still the case, that is up to you to figure out.

174 00:18:25.590 ⇒ 00:18:31.069 Uttam Kumaran: Like, this is, again, like, we started developing the system last January, a lot has changed.

175 00:18:31.510 ⇒ 00:18:40.309 Uttam Kumaran: So, whether you find out, hey, actually, they should… they could modify it through a UI, and…

176 00:18:40.460 ⇒ 00:18:50.919 Uttam Kumaran: maybe they don’t really need to have this, like, huge dock anymore. Like, no one ever needs to see that. Like, they can make edits through another thing, and they can access through one thing. So that’s all, like, on the table.

177 00:18:51.150 ⇒ 00:18:57.340 Uttam Kumaran: I will say. This is where, like, you coming in is an opportunity for us to question all these decisions.

178 00:18:57.670 ⇒ 00:19:01.239 Uttam Kumaran: Right? So, I’m gonna continue to push for you to, like.

179 00:19:01.800 ⇒ 00:19:10.279 Uttam Kumaran: understand the lore behind it. Like, don’t just focus on, like, don’t just focus on nailing tomorrow’s meeting and, like.

180 00:19:10.730 ⇒ 00:19:22.599 Uttam Kumaran: being like, hey, like, doing the classic PM, like, this ticket’s assigned to you, understand, like, what the hell is even going on, and, like, why we arrived here, because some of this, you may be like, I think I have a better way, you know?

181 00:19:22.600 ⇒ 00:19:24.040 Pranav Narahari: Okay. Yeah.

182 00:19:25.370 ⇒ 00:19:26.480 Pranav Narahari: That makes sense.

183 00:19:28.880 ⇒ 00:19:34.399 Pranav Narahari: Those are the three, like, main efforts that I feel like we have that we’re working on.

184 00:19:34.830 ⇒ 00:19:42.590 Pranav Narahari: So… Yeah, the lore aspect is definitely where I need to just get more context on.

185 00:19:42.590 ⇒ 00:19:42.910 Uttam Kumaran: Okay.

186 00:19:42.910 ⇒ 00:19:46.900 Pranav Narahari: Because I think me understanding that, too, is going to be what, like.

187 00:19:47.100 ⇒ 00:19:57.039 Pranav Narahari: drives any type of change, because that’s gonna, like, make me, like, understand the… the deeper reason why, like, we’re working on these things, like, what is…

188 00:19:57.880 ⇒ 00:20:01.970 Pranav Narahari: Yeah, you just need to get that full context.

189 00:20:02.700 ⇒ 00:20:06.430 Pranav Narahari: Okay. Yeah, that’ll be something I’ll work on for the rest of this week.

190 00:20:08.580 ⇒ 00:20:09.110 Pranav Narahari: Cool.

191 00:20:09.110 ⇒ 00:20:09.890 Uttam Kumaran: Okay, cool.

192 00:20:12.480 ⇒ 00:20:19.210 Uttam Kumaran: Let me see if… If Demi’s here, we can talk about default,

193 00:20:20.330 ⇒ 00:20:22.649 Uttam Kumaran: I don’t know, any other… any other topics?

194 00:20:25.960 ⇒ 00:20:28.579 Greg Stoutenburg: I think, like, just to relate to what Pranav was talking about, like.

195 00:20:29.950 ⇒ 00:20:43.919 Greg Stoutenburg: With some clients, like, you can think you’re just… you’re just jumping in and you’re picking up the operation just how it was, and can be doing that perfectly, but, like, that doesn’t necessarily mean the client is satisfied. So, like, at the end of the Omni migration, you know,

196 00:20:44.010 ⇒ 00:20:46.790 Greg Stoutenburg: Yesterday, I was reviewing with ELT,

197 00:20:46.790 ⇒ 00:21:05.040 Greg Stoutenburg: And, you know, they’re happy with it, they were impressed by Omni, you know, they’re doing negotiations now, so, you know, looks like everything’s gone smoothly there. But they’re asking questions about these dashboards that I know are a perfect duplicate of what was in Tableau, and going, why do we represent it this way? Actually, we should be answering this question, we should do this, this, this. And it’s like, alright, well.

198 00:21:05.180 ⇒ 00:21:20.820 Greg Stoutenburg: if the only goal was just to, like, hit parity, which, you know, parity with Tableau needed to be priority one, just to move the stuff over, right? But if it was just that, then, like, well, the job would be done, like, alright, see you guys. But instead, like, they’re asking all these questions about what

199 00:21:20.910 ⇒ 00:21:38.809 Greg Stoutenburg: what data, what the data is that we’re showing, which just shows, again, like, not… not having that… that context of the client and the engagement so far, and understanding what they’re curious about, things like that, means that you can’t… you can’t really go all the way toward… toward meeting their needs, so…

200 00:21:38.810 ⇒ 00:21:39.380 Uttam Kumaran: Yeah.

201 00:21:39.380 ⇒ 00:21:40.929 Greg Stoutenburg: Yeah, I hear all that pronounced.

202 00:21:40.930 ⇒ 00:21:44.450 Uttam Kumaran: But that’s awesome! They’re not asking a question about their tool anymore. It’s like, you know, they’re asking a question about.

203 00:21:44.450 ⇒ 00:21:44.880 Greg Stoutenburg: Yeah.

204 00:21:44.880 ⇒ 00:21:49.550 Uttam Kumaran: Yeah. You know, and like, that’s great, that’s it, that’s perfect.

205 00:21:49.880 ⇒ 00:21:50.440 Greg Stoutenburg: Yeah.

206 00:21:52.290 ⇒ 00:22:06.980 Uttam Kumaran: You know, and hopefully, like, again, in answering it, you can show them not only how fast, how much faster it is, how they can use AI tools, they get the different vids that they want is now available, all those things, and you consistently can just be like, yeah, this is only possible.

207 00:22:07.690 ⇒ 00:22:10.309 Uttam Kumaran: Because of Omni, you know? Yeah. Yeah.

208 00:22:10.630 ⇒ 00:22:21.370 Greg Stoutenburg: Yeah, it was pretty cool when Danny just started a screen share, and just, like, typed a question into Blobby, and right away got the answer that he was looking for, and he was like, yep, this is all correct, yep, you know, this is perfect, this is what I look at here. I was like…

209 00:22:21.670 ⇒ 00:22:23.809 Greg Stoutenburg: I’m so relieved that that went well.

210 00:22:23.810 ⇒ 00:22:25.780 Uttam Kumaran: sick. Like, let’s go.

211 00:22:25.780 ⇒ 00:22:30.869 Greg Stoutenburg: Not all live demos go great, so, I was like, I was like, give the right answer, give the right answer.

212 00:22:30.870 ⇒ 00:22:33.500 Uttam Kumaran: Be pulling from one of the topics that we know is in good shape.

213 00:22:33.830 ⇒ 00:22:35.260 Uttam Kumaran: Nice, nice, okay.

214 00:22:35.260 ⇒ 00:22:36.780 Greg Stoutenburg: Great. Yeah.

215 00:22:41.120 ⇒ 00:22:46.319 Uttam Kumaran: Okay, cool. I may try to catch up with Demi then. I feel like

216 00:22:46.630 ⇒ 00:22:53.710 Uttam Kumaran: Yeah, I think the only thing, you know, we talked about, Greg, we talked about earlier, is, like, we’re thinking about potentially a little bit of a shift on default. I think.

217 00:22:53.710 ⇒ 00:22:54.220 Greg Stoutenburg: Yeah.

218 00:22:54.220 ⇒ 00:22:59.140 Uttam Kumaran: I don’t know, Pranav, like, maybe this is a conversation I wanted to have today, is like,

219 00:23:00.480 ⇒ 00:23:05.210 Uttam Kumaran: We have some clients where we have multiple work streams, But there’s…

220 00:23:05.540 ⇒ 00:23:11.369 Uttam Kumaran: like, for an Eden and for an Element, it’s clear that, like, Robert and I are sort of the…

221 00:23:11.610 ⇒ 00:23:19.150 Uttam Kumaran: primaries, and then even on Element, we have some data modeling stuff, we’re gonna have BI stuff, and we’re gonna have

222 00:23:19.810 ⇒ 00:23:21.050 Uttam Kumaran: analysis.

223 00:23:21.220 ⇒ 00:23:27.630 Uttam Kumaran: I’m still, and put another way, who do they call when there’s a problem? It’s gonna be me. On Eden, same thing.

224 00:23:27.970 ⇒ 00:23:31.159 Uttam Kumaran: We have, then, like, a structure that’s, like, one…

225 00:23:31.510 ⇒ 00:23:35.259 Uttam Kumaran: Super primary, and then, like, workstream owners.

226 00:23:35.740 ⇒ 00:23:45.019 Uttam Kumaran: the primary also may own a work stream, or may not, right? Like, I think on some of these larger candidates, my only job is actually going to be to play that primary.

227 00:23:45.060 ⇒ 00:23:56.020 Uttam Kumaran: Because that itself is, like, for example, that’s, like, picking up the phone when these people need me to. That’s gonna be going somewhere, wherever they need me to be, and that’s, like, that may be a thing. And then the second piece is gonna be…

228 00:23:56.150 ⇒ 00:24:02.819 Uttam Kumaran: on a client like ABC, on default, where there are just one or two work… where let’s say there’s just two work streams.

229 00:24:04.090 ⇒ 00:24:05.779 Uttam Kumaran: Should we have a primary?

230 00:24:05.920 ⇒ 00:24:10.800 Uttam Kumaran: Right? And I think that’s, like, a decision I would like to… Make is, like.

231 00:24:11.100 ⇒ 00:24:17.470 Uttam Kumaran: Anytime a client goes from one to two work streams, there is a primary, Assigned?

232 00:24:17.590 ⇒ 00:24:21.269 Uttam Kumaran: And then, potentially, like, anytime a client goes from, like.

233 00:24:22.290 ⇒ 00:24:26.990 Uttam Kumaran: 2 to 4, or, like, hits a revenue threshold, maybe that primary becomes, like.

234 00:24:27.280 ⇒ 00:24:31.440 Uttam Kumaran: They can no longer own a workshop. All they’re doing is, like, primary stuff, right?

235 00:24:31.600 ⇒ 00:24:36.449 Uttam Kumaran: And so, kind of, like, one thing I’m thinking about is, like, for default.

236 00:24:36.790 ⇒ 00:24:42.249 Uttam Kumaran: like, I think there are some concerns from the client on the pace, On our data modeling workstream.

237 00:24:42.590 ⇒ 00:24:48.349 Uttam Kumaran: It’s also clear that I think Caitlin just, like, is impressed with Greg and, like, wants to spend more time with Greg.

238 00:24:49.290 ⇒ 00:24:55.409 Uttam Kumaran: I think I want Greg to sort of start to fill in my shoes for the primary, so that I can ultimately

239 00:24:56.280 ⇒ 00:24:59.880 Uttam Kumaran: I can, like, I’m… I still have a relationship with Caitlin, but, like.

240 00:25:00.090 ⇒ 00:25:04.709 Uttam Kumaran: I’m not her first caller, I’m maybe, like, one step above that, whatever that is.

241 00:25:04.860 ⇒ 00:25:11.359 Uttam Kumaran: And then there’s actually continued to be two work streams, but then Greg is that primary. So, like, Greg maybe owns the weekly updates.

242 00:25:11.460 ⇒ 00:25:12.989 Uttam Kumaran: Owns, sort of, like.

243 00:25:13.110 ⇒ 00:25:24.969 Uttam Kumaran: Monday morning and lining on the week and the month, and then, like, kind of delegating partly to himself on, like, the workshop that you own, partly to Demi on the workshop his own. It all comes through one mouthpiece back up.

244 00:25:25.310 ⇒ 00:25:32.570 Uttam Kumaran: In what ways does this not duplicate work? Like, Demi or others no longer have to prepare a deck or, like, take pieces of it?

245 00:25:32.810 ⇒ 00:25:38.090 Uttam Kumaran: Maybe, again, like, client isn’t, like, thinking about who to call.

246 00:25:38.410 ⇒ 00:25:42.430 Uttam Kumaran: at any moment, they’re like, just call this person, they’re… that’s the Marine Forge person.

247 00:25:43.690 ⇒ 00:25:49.999 Uttam Kumaran: So, yeah, I think, like, we’re kind of getting into more of the account management side of, like.

248 00:25:50.460 ⇒ 00:25:56.070 Uttam Kumaran: when, when I think about… how we… created a CSO structure.

249 00:25:56.410 ⇒ 00:26:00.430 Uttam Kumaran: We eliminated both a project manager and a account manager.

250 00:26:00.820 ⇒ 00:26:06.260 Uttam Kumaran: I think we’re now getting better at the project management. I think still a little bit of a ways to go, but better.

251 00:26:06.640 ⇒ 00:26:08.579 Uttam Kumaran: cow management, I don’t think we’ve…

252 00:26:09.090 ⇒ 00:26:11.380 Uttam Kumaran: Done much around, which is the, like.

253 00:26:11.640 ⇒ 00:26:15.600 Uttam Kumaran: the warm, soft hug of, like, Brainforge, like, right?

254 00:26:15.780 ⇒ 00:26:25.059 Uttam Kumaran: Gantt chart is not that, right? And there’s something… there’s something, like, less, defined, or more… whatever, but that’s the relationship, that’s the, like.

255 00:26:25.060 ⇒ 00:26:25.440 Greg Stoutenburg: Yeah.

256 00:26:25.440 ⇒ 00:26:29.870 Uttam Kumaran: somebody’s going wrong person to call, and, like, I think maybe we should make sure that all of our clients

257 00:26:30.720 ⇒ 00:26:35.030 Uttam Kumaran: that is another thing that we need to have, right? Every client needs a primary.

258 00:26:36.550 ⇒ 00:26:40.199 Uttam Kumaran: I don’t know. So, like, I want to throw those thoughts out there and see, like, what you guys think.

259 00:26:42.190 ⇒ 00:26:54.159 Greg Stoutenburg: My first thought as you were saying that is, like, you and Robert have been articulating this vision where, where you’ve got, like, you know, work stream managers. So, like, you know, particular individuals run

260 00:26:54.960 ⇒ 00:27:04.769 Greg Stoutenburg: portions of the business based on, you know, some repeatable kind of delivery, and I think that what you’ve just described actually takes a step closer to that.

261 00:27:06.720 ⇒ 00:27:09.359 Greg Stoutenburg: You know what I mean? Like, I think it would make a lot of sense that…

262 00:27:09.730 ⇒ 00:27:18.030 Greg Stoutenburg: If… if you’re operating that way, then a step to getting there is that for each client, there is… there’s, like, one primary.

263 00:27:18.860 ⇒ 00:27:19.360 Uttam Kumaran: Yeah.

264 00:27:21.450 ⇒ 00:27:25.690 Greg Stoutenburg: I think it’s also good just… just good, like, project management, right? Like, for any…

265 00:27:26.000 ⇒ 00:27:29.689 Greg Stoutenburg: For anything that’s being managed, there ultimately has to be one person who’s accountable.

266 00:27:29.870 ⇒ 00:27:31.609 Greg Stoutenburg: Yeah. And,

267 00:27:31.720 ⇒ 00:27:39.360 Greg Stoutenburg: So even if they’re not the one doing the work, you know, thinking, like, racy model, for example, like, that kind of thing. There’s gonna be somebody who’s, like, you know, in that…

268 00:27:39.510 ⇒ 00:27:41.329 Greg Stoutenburg: In the driver’s seat for it.

269 00:27:41.770 ⇒ 00:27:43.860 Greg Stoutenburg: Regardless of what their deliverables are.

270 00:27:44.430 ⇒ 00:27:45.120 Greg Stoutenburg: Both.

271 00:27:51.470 ⇒ 00:28:10.860 Pranav Narahari: Just defining what that looks like, and, like, what maybe the… there’s probably not as many, like, day-to-day tasks for that, but maybe making sure we’re steering in the right direction, like, week to week, month to month, seems like the primary, like, dis… like, day-to-day, like, description of, like, what that person needs to do.

272 00:28:11.390 ⇒ 00:28:15.280 Pranav Narahari: That, like, it seems like it’s super important.

273 00:28:16.050 ⇒ 00:28:17.920 Pranav Narahari: But we should just make sure, like.

274 00:28:18.190 ⇒ 00:28:20.580 Pranav Narahari: I don’t know, I don’t know if it requires, like…

275 00:28:21.110 ⇒ 00:28:28.680 Pranav Narahari: training, or what, like, I just… I want, like, cause for… if I just think back to Lilo, right? Yeah.

276 00:28:30.330 ⇒ 00:28:35.540 Pranav Narahari: What would have been, like, good account manager… Things to do there.

277 00:28:40.430 ⇒ 00:28:41.290 Uttam Kumaran: I mean…

278 00:28:47.040 ⇒ 00:28:57.239 Uttam Kumaran: it’s sort of defining, like, what you were doing, which is, like, kind of calling the client whenever they needed help, and being the person to sort of calm them down. But then additionally, like, you still need work streams to move forward.

279 00:28:57.620 ⇒ 00:29:02.360 Uttam Kumaran: Right, so maybe, like, This is where, like, the team is so lean there that…

280 00:29:03.370 ⇒ 00:29:06.360 Uttam Kumaran: But you could have said, like, Casey, your sole job is just…

281 00:29:06.480 ⇒ 00:29:09.080 Uttam Kumaran: Forecasting. So you own everything forecasting.

282 00:29:09.260 ⇒ 00:29:16.759 Uttam Kumaran: I’m not only gonna play… the primary, but I’m also gonna own The… some other work stream.

283 00:29:17.320 ⇒ 00:29:18.330 Uttam Kumaran: And then…

284 00:29:18.840 ⇒ 00:29:27.460 Uttam Kumaran: yes, I’m gonna… I’m gonna basically, like, report up on, like, how my workstream is doing. Your job is just to nail the forecasting workstream and own the tickets and everything there.

285 00:29:27.690 ⇒ 00:29:31.609 Uttam Kumaran: And ultimately, like, you don’t have any pressure to, like, report to the client, I’m gonna…

286 00:29:31.880 ⇒ 00:29:35.660 Uttam Kumaran: I’m gonna work with REP to bundle all this up into the presentation.

287 00:29:36.010 ⇒ 00:29:38.529 Uttam Kumaran: And this is where, like, I’m sort of, like, wondering…

288 00:29:38.780 ⇒ 00:29:41.340 Uttam Kumaran: when we first developed this sort of CSO thing.

289 00:29:42.580 ⇒ 00:29:47.449 Uttam Kumaran: it’s… it’s funny, because when Clarence and I work, he’s coming from, like, such a large organization.

290 00:29:47.670 ⇒ 00:29:49.420 Uttam Kumaran: And I usually, like.

291 00:29:49.810 ⇒ 00:29:56.130 Uttam Kumaran: try to… whatever I can grasp, and, like, wherever our company is, I, like, try to adopt. And so.

292 00:29:56.290 ⇒ 00:30:03.429 Uttam Kumaran: I actually think, and, you know, in talking to him, which I’ll talk to him about this too, I think what he meant by

293 00:30:04.590 ⇒ 00:30:07.740 Uttam Kumaran: ultimately by CSO is that primary.

294 00:30:08.350 ⇒ 00:30:09.939 Pranav Narahari: And that, like.

295 00:30:10.070 ⇒ 00:30:11.820 Uttam Kumaran: For example, on default.

296 00:30:12.240 ⇒ 00:30:17.529 Uttam Kumaran: Maybe they’re… maybe, like, it’s not a CSO per work stream, it is a CSO per client.

297 00:30:18.150 ⇒ 00:30:19.250 Uttam Kumaran: And…

298 00:30:22.860 ⇒ 00:30:24.680 Uttam Kumaran: That’s the… yeah, and like…

299 00:30:24.830 ⇒ 00:30:28.289 Uttam Kumaran: But again, I’m still wrangling, like, how this would work on Eden, where there are, like.

300 00:30:29.890 ⇒ 00:30:31.839 Uttam Kumaran: 4 or 5 work streams.

301 00:30:32.250 ⇒ 00:30:33.110 Uttam Kumaran: like…

302 00:30:33.560 ⇒ 00:30:41.389 Uttam Kumaran: what is… what is… what is the role of, like, a Zoron managing one thing? Is, like, a workstream owner is then different than a CSO? Like…

303 00:30:41.870 ⇒ 00:30:50.889 Uttam Kumaran: And then, in that case, is Robert the CSO on that stuff? Like… So… like, in default’s case.

304 00:30:51.490 ⇒ 00:30:55.149 Uttam Kumaran: I think… Greg can just be the CSO,

305 00:30:55.290 ⇒ 00:31:01.349 Uttam Kumaran: there’s two work streams. Mustafa is the EP, and then Demi is just an IC on that client.

306 00:31:01.890 ⇒ 00:31:05.660 Uttam Kumaran: On Magic Spoon, though, Demi is the CSO,

307 00:31:06.310 ⇒ 00:31:08.549 Uttam Kumaran: Ashwini is just an IC on the client.

308 00:31:08.820 ⇒ 00:31:13.699 Uttam Kumaran: And then we’re gonna loop in somebody who’s gonna help him out with more EP stuff if that client grows.

309 00:31:14.540 ⇒ 00:31:20.980 Uttam Kumaran: element, right? I’m the CSO, Amber is EPing.

310 00:31:24.000 ⇒ 00:31:26.020 Uttam Kumaran: And B is also EPing.

311 00:31:26.250 ⇒ 00:31:28.170 Uttam Kumaran: on work streams.

312 00:31:28.330 ⇒ 00:31:33.739 Uttam Kumaran: But then I’m, of course, putting the presentation together, so I don’t know, it’s sort of… I’m, like, wondering where the breakpoints are.

313 00:31:39.830 ⇒ 00:31:46.170 Pranav Narahari: I think one thing we should be careful of is just… with Lilo, what happened was, like.

314 00:31:46.680 ⇒ 00:31:50.449 Pranav Narahari: kind of going past the CSO and going to the primary all the time?

315 00:31:50.720 ⇒ 00:31:51.880 Uttam Kumaran: Yeah.

316 00:31:52.090 ⇒ 00:31:53.350 Pranav Narahari: And so…

317 00:31:54.580 ⇒ 00:32:03.499 Pranav Narahari: this… what we kind of tell them versus, like, oh, your point of contact versus, like, what we know internally. Like, maybe we do have a primary, but it’s just, like.

318 00:32:03.640 ⇒ 00:32:05.070 Pranav Narahari: That person just, like.

319 00:32:05.640 ⇒ 00:32:16.079 Pranav Narahari: takes care of things internally, like, at Brainforge, but, like, they still just see the point of contact always being the CSO. I think that’s really important.

320 00:32:16.790 ⇒ 00:32:29.850 Pranav Narahari: Just so they know, like… because, like, say things just start going bad for a few clients, then it’s just so much pressure on that primary to, like… their… their work can, like, double, triple, quadruple, whatever, like…

321 00:32:30.690 ⇒ 00:32:32.350 Pranav Narahari: Pretty quick.

322 00:32:34.970 ⇒ 00:32:42.599 Pranav Narahari: And I feel like, yeah, when things, like, go bad, it’s usually like, okay, you gotta, like, lock in, and it can be, like, a lot of work that just comes out of nowhere.

323 00:32:42.830 ⇒ 00:32:45.919 Pranav Narahari: And so, I think…

324 00:32:46.090 ⇒ 00:32:53.840 Pranav Narahari: whether it is a lot or whether it is a little, like, it shouldn’t kind of, like, always boil up, I think, to the account manager. Yeah.

325 00:32:55.150 ⇒ 00:32:59.100 Pranav Narahari: So I wonder if it… yeah, it does… it just does make sense to have it…

326 00:33:00.110 ⇒ 00:33:03.169 Pranav Narahari: be as part of, like, the CSO’s responsibility.

327 00:33:07.390 ⇒ 00:33:09.500 Uttam Kumaran: Yeah, I’m trying to think, like…

328 00:33:13.820 ⇒ 00:33:19.020 Uttam Kumaran: I mean, this is where, like, I’m just trying to think of, like, what is the principles, right? It’s like, so let’s say we have, like.

329 00:33:19.700 ⇒ 00:33:22.150 Uttam Kumaran: This is basically, like, CSO…

330 00:33:28.590 ⇒ 00:33:32.659 Uttam Kumaran: This is, like… Let’s say this is default.

331 00:33:34.260 ⇒ 00:33:39.140 Uttam Kumaran: This is, like… Let’s just say primary.

332 00:33:39.650 ⇒ 00:33:43.150 Uttam Kumaran: we have this, and then let’s just say we have, like, we have CSO,

333 00:33:43.740 ⇒ 00:33:51.700 Uttam Kumaran: And then we have, like, an EP, That’s sort of supporting… both of these.

334 00:33:53.990 ⇒ 00:33:54.900 Uttam Kumaran: Right.

335 00:33:56.210 ⇒ 00:33:58.689 Uttam Kumaran: And then this is sort of laddering here.

336 00:34:05.270 ⇒ 00:34:07.479 Pranav Narahari: Okay, so the idea here is, like…

337 00:34:07.760 ⇒ 00:34:13.159 Pranav Narahari: the CSO no longer needs to be in, like, constant contact.

338 00:34:13.350 ⇒ 00:34:14.030 Pranav Narahari: with,

339 00:34:14.030 ⇒ 00:34:17.869 Uttam Kumaran: Well… I’m wondering if, like, if this is the same person, though.

340 00:34:19.439 ⇒ 00:34:20.349 Pranav Narahari: Okay.

341 00:34:22.389 ⇒ 00:34:32.319 Uttam Kumaran: Right, because on… on Eden… It’s like… Eden… That’s Robert.

342 00:34:33.539 ⇒ 00:34:38.109 Uttam Kumaran: It’s Zoran… Greg…

343 00:34:41.580 ⇒ 00:34:44.339 Greg Stoutenburg: But even there, interestingly, like, you know.

344 00:34:44.380 ⇒ 00:34:52.110 Greg Stoutenburg: We did talk about this question of one CSO or more for a client, depending on work streams before, and, like, with Eden.

345 00:34:52.130 ⇒ 00:35:05.090 Greg Stoutenburg: Functionally, Zoran is the CSO, and Robert is the primary, because even with marketing, when we do the Thursday client meeting, Zoran leads it. I’ll supply a slide where relevant.

346 00:35:05.150 ⇒ 00:35:14.750 Greg Stoutenburg: I supply more slides for Robert’s presentations to ELT, but don’t go to those. And then basically, you know, I function as an IC.

347 00:35:14.910 ⇒ 00:35:17.869 Greg Stoutenburg: For some marketing asks and some experimentation work.

348 00:35:18.940 ⇒ 00:35:19.470 Uttam Kumaran: So, we have.

349 00:35:19.470 ⇒ 00:35:21.009 Greg Stoutenburg: Like, Sora leads the meeting.

350 00:35:21.910 ⇒ 00:35:26.549 Uttam Kumaran: So, you have a primary… So I guess my first question is.

351 00:35:29.050 ⇒ 00:35:33.270 Uttam Kumaran: Should there be more than one CSO per client?

352 00:35:34.920 ⇒ 00:35:35.330 Greg Stoutenburg: Yeah.

353 00:35:35.330 ⇒ 00:35:39.839 Uttam Kumaran: Right? And then let me just say, what is our questions, and, like, what is our assertions?

354 00:35:41.940 ⇒ 00:35:46.289 Uttam Kumaran: Right. Our assertion is that one primary per client

355 00:35:48.670 ⇒ 00:35:52.179 Uttam Kumaran: that’s kind of, like, I don’t even know if there’s any other assertions to, like.

356 00:35:52.580 ⇒ 00:35:55.200 Uttam Kumaran: Should there be more, more than one CS Over client?

357 00:35:55.430 ⇒ 00:35:59.640 Uttam Kumaran: Should there be more than one EP per client?

358 00:36:02.260 ⇒ 00:36:12.819 Uttam Kumaran: And then, the last piece is, like, If there are only… if… there is only one CSO,

359 00:36:12.930 ⇒ 00:36:19.030 Uttam Kumaran: It, like… Are there Workstream owners?

360 00:36:20.110 ⇒ 00:36:24.430 Uttam Kumaran: Is that a diff… like… Different role?

361 00:36:28.940 ⇒ 00:36:29.890 Uttam Kumaran: Right?

362 00:36:32.770 ⇒ 00:36:37.090 Brylle Girang: What’s going to be the difference between the Workstream owners and the SLs, though?

363 00:36:41.180 ⇒ 00:36:44.100 Uttam Kumaran: The SL, I sort of see as, like, both…

364 00:36:44.430 ⇒ 00:36:51.959 Uttam Kumaran: I see the SL as, like, the service owner. So the workstream owner implements a service, for the client.

365 00:36:52.730 ⇒ 00:36:54.400 Uttam Kumaran: the service leader

366 00:36:54.510 ⇒ 00:37:02.280 Uttam Kumaran: runs QA for that service. What it is we’re doing, how it’s done, the fact that it gets done well. So that’s, like, horizontal across

367 00:37:02.650 ⇒ 00:37:05.369 Uttam Kumaran: Because we may deploy that service to multiple clients.

368 00:37:06.800 ⇒ 00:37:07.720 Brylle Girang: Okay.

369 00:37:10.520 ⇒ 00:37:12.679 Uttam Kumaran: So you’re saying, Greg, that it’s, like.

370 00:37:14.210 ⇒ 00:37:16.319 Uttam Kumaran: You’re saying it’s, like, more like this right now.

371 00:37:18.910 ⇒ 00:37:20.889 Greg Stoutenburg: Yeah, kind of.

372 00:37:21.970 ⇒ 00:37:25.150 Greg Stoutenburg: But… but I have a distinct workstream from Zoron’s.

373 00:37:26.020 ⇒ 00:37:30.289 Uttam Kumaran: So then, actually, it’s like… It’s like this.

374 00:37:34.270 ⇒ 00:37:38.419 Uttam Kumaran: Because I also think Robert is also down here, somewhere.

375 00:37:38.840 ⇒ 00:37:45.040 Uttam Kumaran: Because he… this is so… if I was to, like, basically match this to, like, the work stream.

376 00:37:46.830 ⇒ 00:37:49.110 Uttam Kumaran: This is, like, analysis.

377 00:37:49.780 ⇒ 00:37:51.520 Uttam Kumaran: So it’s, like, strategy, right?

378 00:37:53.860 ⇒ 00:38:01.290 Uttam Kumaran: This is, like… BI… well, you, you actually own… well, you, you kind of own two then, right?

379 00:38:02.450 ⇒ 00:38:03.090 Uttam Kumaran: You’re owning.

380 00:38:03.090 ⇒ 00:38:03.490 Greg Stoutenburg: on your side.

381 00:38:03.490 ⇒ 00:38:05.280 Uttam Kumaran: And the Mixed Fanel stuff?

382 00:38:05.590 ⇒ 00:38:06.180 Greg Stoutenburg: Yeah.

383 00:38:06.930 ⇒ 00:38:08.060 Uttam Kumaran: So, PA.

384 00:38:08.520 ⇒ 00:38:11.480 Uttam Kumaran: And then there’s the, like, MaraTech.

385 00:38:12.680 ⇒ 00:38:16.520 Uttam Kumaran: So… It’s kinda like this.

386 00:38:18.650 ⇒ 00:38:20.869 Uttam Kumaran: Where these are the work streams.

387 00:38:27.160 ⇒ 00:38:28.619 Uttam Kumaran: Kinda see what I mean?

388 00:38:28.930 ⇒ 00:38:29.530 Greg Stoutenburg: Yeah.

389 00:38:29.530 ⇒ 00:38:32.200 Uttam Kumaran: So this is, like… Work streams.

390 00:38:36.880 ⇒ 00:38:40.289 Uttam Kumaran: And then this is the… oh, shit.

391 00:38:41.560 ⇒ 00:38:43.319 Uttam Kumaran: This is the…

392 00:38:47.450 ⇒ 00:38:49.089 Uttam Kumaran: Can I move this back?

393 00:39:00.000 ⇒ 00:39:01.810 Uttam Kumaran: This is, like, Workstream Owner.

394 00:39:11.570 ⇒ 00:39:15.430 Uttam Kumaran: And then if I draw another section, this is CSO.

395 00:39:16.030 ⇒ 00:39:17.730 Uttam Kumaran: And then this is primary.

396 00:39:22.430 ⇒ 00:39:24.839 Pranav Narahari: So this is for default, you said, or ESL?

397 00:39:24.840 ⇒ 00:39:25.910 Uttam Kumaran: for Eden.

398 00:39:25.910 ⇒ 00:39:33.459 Pranav Narahari: Okay, so for Eden, Zoron is… is, like, the CSO for all of these work streams.

399 00:39:34.170 ⇒ 00:39:35.310 Pranav Narahari: Is that accurate?

400 00:39:37.110 ⇒ 00:39:42.050 Greg Stoutenburg: Anything that Robert is doing that’s separate from it, he’s gotta be just presenting an ELT.

401 00:39:42.830 ⇒ 00:39:44.210 Greg Stoutenburg: And meetings with DLT.

402 00:39:44.960 ⇒ 00:39:46.400 Pranav Narahari: Okay, gotcha.

403 00:39:47.670 ⇒ 00:39:50.600 Uttam Kumaran: So this is where, like, I don’t know… yeah.

404 00:39:51.510 ⇒ 00:39:58.980 Uttam Kumaran: But the problem is, I know Zoron isn’t… so this is where I think we… we basically may have also fumbled the fact that, like.

405 00:39:59.160 ⇒ 00:40:04.970 Uttam Kumaran: Do CSOs need to be SMEs in every work stream?

406 00:40:07.080 ⇒ 00:40:08.100 Uttam Kumaran: I don’t know.

407 00:40:08.550 ⇒ 00:40:10.040 Greg Stoutenburg: Yeah. Because…

408 00:40:10.650 ⇒ 00:40:17.139 Uttam Kumaran: Yeah, like, I don’t know, I don’t… I don’t think so, and I think Clarence would say the same.

409 00:40:17.520 ⇒ 00:40:21.869 Uttam Kumaran: where I was… I was maybe bungling it by saying.

410 00:40:22.050 ⇒ 00:40:25.520 Uttam Kumaran: CSOs also need to be subject matter experts.

411 00:40:25.790 ⇒ 00:40:32.379 Uttam Kumaran: Where actually that may not be the case, but then it introduces this, like, Workstream owner concept.

412 00:40:32.940 ⇒ 00:40:41.220 Greg Stoutenburg: Yeah, I mean, thinking back to, like, the Forging the Future doc, and what it said about the way a CSO spends their day, you know, there’s, like, it’s, like, mostly SME work. I think…

413 00:40:41.260 ⇒ 00:40:58.909 Greg Stoutenburg: maybe… maybe that was an attempt to get away from project manager as a distinct role, and say, like, the person in this role shouldn’t just be managing a project. And that may be so, but that… that probably doesn’t have to go all the way to their, like, straight up an SME

414 00:40:59.590 ⇒ 00:41:02.849 Greg Stoutenburg: Either, right? Like, maybe there’s a position in between.

415 00:41:07.230 ⇒ 00:41:08.020 Uttam Kumaran: Yeah.

416 00:41:17.090 ⇒ 00:41:20.510 Uttam Kumaran: Well, then I’m wondering, like, Yeah…

417 00:41:29.460 ⇒ 00:41:35.580 Uttam Kumaran: Well, then I guess my other thing is, like…

418 00:41:37.790 ⇒ 00:41:41.520 Uttam Kumaran: Can you be a CSO for more than one client?

419 00:41:44.190 ⇒ 00:41:46.159 Uttam Kumaran: Right, that’s the next question.

420 00:41:54.520 ⇒ 00:41:57.639 Uttam Kumaran: And then, I mean, right now, I think I’m probably…

421 00:41:58.070 ⇒ 00:42:02.209 Uttam Kumaran: Like, if we were to play that out, then I’m probably the only violation of that.

422 00:42:03.130 ⇒ 00:42:05.130 Uttam Kumaran: Right now, everybody is…

423 00:42:11.750 ⇒ 00:42:14.320 Uttam Kumaran: Like, if we… if we move to this model.

424 00:42:14.720 ⇒ 00:42:23.219 Uttam Kumaran: And Zoran became the CS over Eden, Greg for default, Demi for Magic Spoon, time for Element and CTA,

425 00:42:25.900 ⇒ 00:42:28.009 Uttam Kumaran: And then Robert has a couple.

426 00:42:28.380 ⇒ 00:42:30.890 Uttam Kumaran: Then both of us are the only ones in violation.

427 00:42:35.140 ⇒ 00:42:36.040 Uttam Kumaran: Yeah.

428 00:42:39.040 ⇒ 00:42:46.290 Uttam Kumaran: maybe what I can do is, like, put these together for our active clients and, like, see what decision we want to make, because…

429 00:42:46.440 ⇒ 00:42:49.609 Uttam Kumaran: I think part of it is, like, we were just dealing with fewer, few people.

430 00:42:50.220 ⇒ 00:42:55.009 Uttam Kumaran: now I think we have a site to, like, bringing on more people to do the work.

431 00:42:55.720 ⇒ 00:43:03.110 Uttam Kumaran: that… I actually think that… the portion of your time going to CSO work?

432 00:43:03.390 ⇒ 00:43:10.439 Uttam Kumaran: Is gonna be higher, because… think about actively sourcing SOWs, actively putting out fires, keeping things organized.

433 00:43:11.520 ⇒ 00:43:14.839 Uttam Kumaran: Maybe it is that, like, you can only kind of do one of these at a time.

434 00:43:15.280 ⇒ 00:43:16.370 Uttam Kumaran: Reliably.

435 00:43:17.310 ⇒ 00:43:19.950 Uttam Kumaran: And then maybe my question to Robert is, like.

436 00:43:22.320 ⇒ 00:43:24.790 Uttam Kumaran: Four clients with one work stream.

437 00:43:27.720 ⇒ 00:43:36.070 Uttam Kumaran: it’s sort of… it’s sort of, like, one exercise that… that I was playing, like, last year was, like, okay, if CSO is 50% of your time.

438 00:43:36.470 ⇒ 00:43:43.869 Uttam Kumaran: then can you reliably CSO… like, should we map it out based on the size of the client? Like, Eden is a large.

439 00:43:43.990 ⇒ 00:43:50.680 Uttam Kumaran: So the CSO, whoever CSOs it, that has to be exclusive, versus, like, a magic spoon.

440 00:43:51.200 ⇒ 00:43:51.790 Greg Stoutenburg: Go.

441 00:43:51.790 ⇒ 00:43:55.710 Uttam Kumaran: Demi CSO’s that, he can probably take on one other small.

442 00:43:57.860 ⇒ 00:44:03.560 Uttam Kumaran: So, there’s this concept of, like, Two smalls, or… one large…

443 00:44:04.070 ⇒ 00:44:10.060 Uttam Kumaran: maybe we just have two sizes, right? So if you’re on a large, you can’t take anything else. If you’re on a small, you can take at least one more.

444 00:44:10.970 ⇒ 00:44:11.930 Uttam Kumaran: Until that graduate.

445 00:44:11.930 ⇒ 00:44:12.479 Pranav Narahari: I really want to…

446 00:44:12.480 ⇒ 00:44:13.130 Uttam Kumaran: Cheers.

447 00:44:14.680 ⇒ 00:44:25.209 Pranav Narahari: how do we want to define, like, small, medium, large? Could we be more granular and, like, define it at the workstream level? So, like, if your client only has one workstream.

448 00:44:25.340 ⇒ 00:44:27.350 Pranav Narahari: And that is…

449 00:44:27.620 ⇒ 00:44:36.549 Pranav Narahari: a… let’s say a large workstream, that still might not necessarily need to be, like, the only client you’re on, because that’s your only workstream that you’re managing.

450 00:44:36.720 ⇒ 00:44:44.099 Pranav Narahari: So… There can be, like, some formula of, like, okay, the capacity that you take, it’s like, you know.

451 00:44:44.890 ⇒ 00:44:50.279 Pranav Narahari: two larges is the max amount of work streams that you can be CSO of.

452 00:44:50.820 ⇒ 00:44:51.510 Uttam Kumaran: Yeah.

453 00:44:52.190 ⇒ 00:44:56.780 Pranav Narahari: Or… Yeah, just whatever we define, like, we’ll find that out.

454 00:44:56.780 ⇒ 00:45:06.670 Uttam Kumaran: Yeah, yeah. Well, I’m wondering, like, Should, should, like, basically, Is this actually right?

455 00:45:06.780 ⇒ 00:45:09.840 Uttam Kumaran: Or… does Robert see it?

456 00:45:10.940 ⇒ 00:45:16.269 Uttam Kumaran: more like… like, does Robert see, like, this doesn’t actually exist?

457 00:45:20.200 ⇒ 00:45:20.830 Uttam Kumaran: like…

458 00:45:20.830 ⇒ 00:45:21.680 Greg Stoutenburg: Good question.

459 00:45:23.460 ⇒ 00:45:25.370 Uttam Kumaran: That’s why maybe I need to ask him.

460 00:45:26.970 ⇒ 00:45:29.470 Pranav Narahari: What do you mean, does this not actually exist?

461 00:45:29.470 ⇒ 00:45:39.310 Uttam Kumaran: Like, is he, like, yes, technically, Zora, Greg… our CSOs on it, But ultimately, he’s fulfilling

462 00:45:39.450 ⇒ 00:45:43.210 Uttam Kumaran: The really critical part, which is that first phone call.

463 00:45:43.860 ⇒ 00:45:48.359 Uttam Kumaran: Right, and so instead, he should be labeled CSO, of Eden.

464 00:45:48.710 ⇒ 00:45:51.810 Uttam Kumaran: So, really, that’s gonna… it’s gonna basically be, like.

465 00:45:52.190 ⇒ 00:45:54.079 Greg Stoutenburg: Can you be CSO?

466 00:45:54.080 ⇒ 00:45:57.219 Uttam Kumaran: And it’s basically, like, these questions will determine

467 00:45:58.080 ⇒ 00:46:03.750 Uttam Kumaran: like, what’s possible? Because then it’s like, okay, one person is CSO for every client, then…

468 00:46:04.510 ⇒ 00:46:06.840 Uttam Kumaran: I think we can move towards a system where, like.

469 00:46:07.310 ⇒ 00:46:10.359 Uttam Kumaran: if you’re… if one client of your CSO4 is small.

470 00:46:10.950 ⇒ 00:46:13.480 Uttam Kumaran: Then we define small, and then you can take on 2.

471 00:46:13.920 ⇒ 00:46:19.290 Uttam Kumaran: And then once they hit a certain revenue threshold or certain hours, Then it moves up.

472 00:46:19.630 ⇒ 00:46:22.550 Uttam Kumaran: So that’s also, I think, like, kind of your point, which is, like.

473 00:46:23.680 ⇒ 00:46:26.979 Uttam Kumaran: Like, what is a, like, work stream?

474 00:46:28.730 ⇒ 00:46:32.809 Uttam Kumaran: Like, is this, like, pen… is this, like, there’s 10 hours of work?

475 00:46:33.210 ⇒ 00:46:36.239 Uttam Kumaran: Per week, a minimum, in one work stream.

476 00:46:36.890 ⇒ 00:46:40.790 Uttam Kumaran: Is it, like… Yeah.

477 00:46:40.940 ⇒ 00:46:42.580 Uttam Kumaran: Like, what is a work stream?

478 00:46:42.860 ⇒ 00:46:47.130 Uttam Kumaran: The other thing is, like, what is a small versus large client?

479 00:46:53.560 ⇒ 00:46:57.199 Uttam Kumaran: Okay, so I can think about it a little bit and think about rules. I think it would…

480 00:46:57.490 ⇒ 00:47:03.919 Uttam Kumaran: it would simplify things. I still think, though, that, like, not having this layer

481 00:47:05.780 ⇒ 00:47:07.980 Uttam Kumaran: Like, causes a lot of issues.

482 00:47:08.440 ⇒ 00:47:12.800 Uttam Kumaran: Because who’s… there’s no… who is… this is just too much shit going on.

483 00:47:13.020 ⇒ 00:47:15.549 Uttam Kumaran: So who’s gonna be like, this is going well?

484 00:47:15.790 ⇒ 00:47:22.579 Uttam Kumaran: is it this person? Then they’re managing all four? Is that, like, reasonable? Or should we have…

485 00:47:23.740 ⇒ 00:47:26.080 Uttam Kumaran: a Workstream owner designation.

486 00:47:27.420 ⇒ 00:47:28.600 Uttam Kumaran: And…

487 00:47:28.920 ⇒ 00:47:29.520 Greg Stoutenburg: Yeah.

488 00:47:29.830 ⇒ 00:47:30.340 Uttam Kumaran: Yeah.

489 00:47:30.340 ⇒ 00:47:44.850 Greg Stoutenburg: I’m not sure what the solutions will be, but I think that… I mean, maybe it’s just, like, a rephrasing of some things we’ve just said in the last 20 minutes, but the definition of CSO that we see in the 14 the Future doc is, like.

490 00:47:45.020 ⇒ 00:47:54.000 Greg Stoutenburg: It’s relationship architect, but also Workstream Owner. And I think basically what we’re pointing to here is that those are two distinct roles, and they don’t necessarily need to go together.

491 00:47:55.230 ⇒ 00:47:55.690 Uttam Kumaran: Someone has.

492 00:47:55.690 ⇒ 00:47:56.989 Greg Stoutenburg: To own the relationship.

493 00:47:57.160 ⇒ 00:47:59.269 Greg Stoutenburg: That’s the single point of contact.

494 00:47:59.510 ⇒ 00:48:02.249 Greg Stoutenburg: And someone’s gotta be managing a work stream.

495 00:48:02.680 ⇒ 00:48:13.349 Greg Stoutenburg: But they don’t necessarily need to be the same person. Sometimes they might be, sometimes they might not be. Like with this mobile bet link thing, like, I’ll be both, right? You know, but…

496 00:48:13.530 ⇒ 00:48:14.659 Greg Stoutenburg: But not for Eden.

497 00:48:15.660 ⇒ 00:48:17.000 Greg Stoutenburg: So, anyway.

498 00:48:17.000 ⇒ 00:48:20.369 Uttam Kumaran: So, so maybe that’s up to this… this person to just decide.

499 00:48:20.550 ⇒ 00:48:23.360 Greg Stoutenburg: Yeah. Because what Clarence is gonna say is, like.

500 00:48:23.580 ⇒ 00:48:26.609 Uttam Kumaran: Dude, that’s too complicated, this person should just decide all that.

501 00:48:26.950 ⇒ 00:48:30.850 Uttam Kumaran: And I’m gonna be like, okay, but, like, can’t we give some options?

502 00:48:31.070 ⇒ 00:48:37.100 Uttam Kumaran: This is where, like, maybe I’m being too heavy-handed with trying to find the rules that work, and instead I’m like.

503 00:48:37.580 ⇒ 00:48:41.459 Uttam Kumaran: You decide, and you come to the table when you need help with the structure.

504 00:48:41.940 ⇒ 00:48:44.920 Uttam Kumaran: Here are some options, here are some plays you can run.

505 00:48:46.250 ⇒ 00:48:49.070 Uttam Kumaran: But, like, this… this is not… this isn’t, like, a title.

506 00:48:49.440 ⇒ 00:48:53.760 Uttam Kumaran: And this isn’t, like, a leadership title, or this is, like, just within your project, you delegate.

507 00:48:53.930 ⇒ 00:48:59.170 Uttam Kumaran: And you run it, Like, you know, and maybe… and yeah, that’s sort of it.

508 00:48:59.170 ⇒ 00:49:02.109 Greg Stoutenburg: That’s a good way to put it. Not a title. That’s a good way to put it.

509 00:49:02.980 ⇒ 00:49:05.869 Uttam Kumaran: It’s not a title, yeah. I don’t know, yeah, yeah.

510 00:49:07.080 ⇒ 00:49:14.820 Pranav Narahari: A good CSO tool would be kind of getting the number of hours each workstream Has.

511 00:49:14.840 ⇒ 00:49:16.040 Uttam Kumaran: Yeah. Like…

512 00:49:16.040 ⇒ 00:49:20.429 Pranav Narahari: And… That way, you can assess, okay.

513 00:49:20.550 ⇒ 00:49:33.210 Pranav Narahari: with the resources you have, how… what features, like you said, like, for Lilo, like, what features can I give to Sam? Which features can I give to Casey? Which features should I take on for myself? Or work streams, I should say, not features.

514 00:49:33.820 ⇒ 00:49:41.870 Pranav Narahari: And then, that also helps with, like, planning too, so maybe that’s where the EP helps a little bit.

515 00:49:42.240 ⇒ 00:49:48.130 Pranav Narahari: I’m not sure, actually, like… hour… when I think of hours and scheduling and stuff, I think of…

516 00:49:48.290 ⇒ 00:49:52.209 Pranav Narahari: like, the EP should… Maybe own part of that?

517 00:49:53.290 ⇒ 00:49:55.210 Uttam Kumaran: No, the EP has to own that.

518 00:49:55.400 ⇒ 00:49:55.760 Pranav Narahari: Yeah.

519 00:49:55.760 ⇒ 00:50:01.899 Uttam Kumaran: we have… me and… I’ll take responsibility, but delivery leadership, which is basically me and Bea, have not…

520 00:50:02.240 ⇒ 00:50:06.210 Uttam Kumaran: Have not given you guys the tools to, like, manage that, so we’re working on that.

521 00:50:06.420 ⇒ 00:50:08.670 Uttam Kumaran: But this is where I’m also like, okay.

522 00:50:08.930 ⇒ 00:50:10.930 Uttam Kumaran: if… and I, I will,

523 00:50:11.350 ⇒ 00:50:24.050 Uttam Kumaran: I’ll try to use the Figma MCP to, like, rip through this for all the other clients so we can see it, but I’m thinking of pairing. Like, I think, Greg, you and Mustafa, taking default, taking,

524 00:50:25.170 ⇒ 00:50:31.370 Uttam Kumaran: whatever, the Eden Workstream, Taking, that link.

525 00:50:31.550 ⇒ 00:50:33.410 Uttam Kumaran: Like, that seems like a good pairing.

526 00:50:33.890 ⇒ 00:50:35.620 Uttam Kumaran: And so that way, it’s like.

527 00:50:36.730 ⇒ 00:50:41.430 Uttam Kumaran: no matter where you go as CSO, Mustafa’s always there.

528 00:50:41.590 ⇒ 00:50:47.920 Uttam Kumaran: I think on Omni, though, I think you could almost say that, like.

529 00:50:49.480 ⇒ 00:50:55.220 Uttam Kumaran: you were the workstream owner, you’re just working on it, right? It’s… It’s… Yeah.

530 00:50:56.490 ⇒ 00:50:59.269 Greg Stoutenburg: Yeah. And then Robert really still dictated, like.

531 00:50:59.930 ⇒ 00:51:10.659 Uttam Kumaran: the overall, and really, again, part of this is because Robert and I are the worst at whatever jobs we’re gonna get assigned, just because how much shit’s going on, so… it’s not, like, perfect, but I do want to, like.

532 00:51:11.090 ⇒ 00:51:18.169 Uttam Kumaran: partly take the edge off so that you’re not like, well, I’m not… I’m not directly meeting with this client, so am I fulfilling the CSO stuff?

533 00:51:18.620 ⇒ 00:51:19.040 Greg Stoutenburg: Yeah.

534 00:51:19.040 ⇒ 00:51:24.119 Uttam Kumaran: And so for the clients that you are on, then you’re like, oh, actually, like, Global Vet Link is, like, mine. Like…

535 00:51:24.120 ⇒ 00:51:24.500 Greg Stoutenburg: Yeah.

536 00:51:24.500 ⇒ 00:51:29.880 Uttam Kumaran: Cool, like, I’m running that. So, maybe… maybe I can think about that a little bit more.

537 00:51:30.670 ⇒ 00:51:34.230 Uttam Kumaran: Yeah.

538 00:51:37.100 ⇒ 00:51:37.830 Uttam Kumaran: Okay.

539 00:51:37.830 ⇒ 00:51:38.210 Greg Stoutenburg: Yup.

540 00:51:38.210 ⇒ 00:51:43.829 Uttam Kumaran: Okay, let me think about it a little bit more. But I feel like something… something along these lines is probably gonna be best.

541 00:51:44.320 ⇒ 00:51:49.549 Uttam Kumaran: And it kind of, I think, just makes… makes things a lot, like, neater. I mean, I think the biggest thing is gonna be…

542 00:51:50.000 ⇒ 00:51:55.330 Uttam Kumaran: Like, yes, does one client have one CSO? And then it’s gonna basically be, like.

543 00:51:55.790 ⇒ 00:52:03.670 Uttam Kumaran: Okay, Greg, so if you’re now on VetLink, and… Default, are you, like, Right? Yeah.

544 00:52:03.830 ⇒ 00:52:04.640 Greg Stoutenburg: Right.

545 00:52:06.880 ⇒ 00:52:07.630 Greg Stoutenburg: Yeah.

546 00:52:08.880 ⇒ 00:52:13.140 Uttam Kumaran: Or are you like, well, I can do it, it’s a stretch until, like, I get… until, like.

547 00:52:14.180 ⇒ 00:52:17.700 Uttam Kumaran: Until at default, like, two X’s, then…

548 00:52:17.940 ⇒ 00:52:19.850 Uttam Kumaran: Like, I have to be the primary there.

549 00:52:20.120 ⇒ 00:52:25.660 Uttam Kumaran: Right. You know? So is that, like, a medium? So you could take, like… I mean, really, the way someone explains this to me is, like.

550 00:52:25.840 ⇒ 00:52:37.449 Uttam Kumaran: the way they do this at big consultants is they’re like, oh, you can take, like, four smalls, or, like, 2 mediums, or 1 large. They cut it 100%, right, for ease. So, like, when you come in, you can work on two smalls.

551 00:52:37.750 ⇒ 00:52:42.359 Uttam Kumaran: Or 4 smalls, and then… or 2 mediums, or a small, and 2 mediums.

552 00:52:44.070 ⇒ 00:52:44.680 Greg Stoutenburg: Yeah.

553 00:52:46.290 ⇒ 00:52:54.219 Uttam Kumaran: So then maybe what we do, B, is what’s helpful is for us as delivery leadership to come up with the definitions for what is a small, medium, large.

554 00:52:54.790 ⇒ 00:52:58.410 Uttam Kumaran: In particular, I’m interested in, like, how much time it takes to manage.

555 00:52:58.700 ⇒ 00:53:02.430 Uttam Kumaran: Like, a global vet link, we only have 10 hours to work.

556 00:53:03.180 ⇒ 00:53:11.039 Uttam Kumaran: or whatever, or like, you know, or a few weeks. Maybe it’s like, okay, you should not be spending more than

557 00:53:11.220 ⇒ 00:53:13.979 Uttam Kumaran: 5 hours a week on CSO-related stuff.

558 00:53:14.360 ⇒ 00:53:22.430 Uttam Kumaran: But on a medium client, that can go up to 10, and on an element, right, like, I’m probably gonna spend, like, closer to 10 to 15 hours

559 00:53:22.640 ⇒ 00:53:24.340 Uttam Kumaran: on CSO stuff per week.

560 00:53:24.880 ⇒ 00:53:28.909 Uttam Kumaran: There’s no way I can take more than… more than… Two of those.

561 00:53:29.760 ⇒ 00:53:36.989 Uttam Kumaran: But also, like, that’s just me, that’s an addition to work, so maybe today you can only do one large, because then where… what time do you have to actually do stuff?

562 00:53:38.720 ⇒ 00:53:40.560 Uttam Kumaran: And maybe that’s the next evolution.

563 00:53:41.130 ⇒ 00:53:45.000 Uttam Kumaran: And then you’re free to do… to basically do this however you want to do it.

564 00:53:48.140 ⇒ 00:53:52.010 Uttam Kumaran: Because ultimately, this is what I care about. Like, I care about the default thing today being, like.

565 00:53:52.010 ⇒ 00:53:52.510 Greg Stoutenburg: Right.

566 00:53:52.510 ⇒ 00:53:53.840 Uttam Kumaran: and I call somebody.

567 00:53:54.470 ⇒ 00:53:55.060 Greg Stoutenburg: Right.

568 00:53:55.720 ⇒ 00:53:57.429 Uttam Kumaran: Caitlin calls somebody, yeah.

569 00:53:57.430 ⇒ 00:53:58.340 Greg Stoutenburg: Right, yeah.

570 00:53:58.340 ⇒ 00:54:02.039 Uttam Kumaran: And then I… then I want to give you guys freedom to do this, however…

571 00:54:03.290 ⇒ 00:54:07.250 Uttam Kumaran: Like, this… how are this… these three folks stay happy?

572 00:54:07.470 ⇒ 00:54:11.920 Uttam Kumaran: Dude, do whatever, I don’t care. I have a bunch of options, but…

573 00:54:12.130 ⇒ 00:54:15.420 Uttam Kumaran: As long as you’re hitting the hours, it doesn’t matter to me, because.

574 00:54:15.420 ⇒ 00:54:17.449 Greg Stoutenburg: Right. Again, these are sort of title lists.

575 00:54:17.800 ⇒ 00:54:18.710 Uttam Kumaran: And…

576 00:54:18.970 ⇒ 00:54:23.809 Uttam Kumaran: I think it gives you more freedom to play around. Ultimately, Clarence came from a perspective that was like.

577 00:54:23.970 ⇒ 00:54:30.199 Uttam Kumaran: dude, just say they’re the CSO and let them figure all this out. And I was like, that’s not, like… I don’t like that, because I don’t think that’s.

578 00:54:30.400 ⇒ 00:54:31.750 Greg Stoutenburg: enough support.

579 00:54:32.110 ⇒ 00:54:33.510 Greg Stoutenburg: That’s kind of ambiguous, yeah.

580 00:54:33.710 ⇒ 00:54:37.949 Uttam Kumaran: Yeah, and so I was like, let me maybe over-define it, and then as we…

581 00:54:38.120 ⇒ 00:54:40.200 Uttam Kumaran: As we deal with the, like.

582 00:54:41.070 ⇒ 00:54:44.029 Uttam Kumaran: One structure does not fit all, then we remove it.

583 00:54:44.770 ⇒ 00:54:46.309 Uttam Kumaran: And then it’s up to you guys.

584 00:54:47.200 ⇒ 00:54:55.899 Uttam Kumaran: like, Pranav, on ABC, if you’re, like, actually within the AI workstream, we have some central doc stuff, we have analysis, and we have, like, general infra, and you’re, like.

585 00:54:56.020 ⇒ 00:54:59.869 Uttam Kumaran: Let’s say there’s 3 people there, and you want to nominate someone to own that, then you’d do that.

586 00:55:00.500 ⇒ 00:55:01.170 Pranav Narahari: Right.

587 00:55:01.300 ⇒ 00:55:07.280 Uttam Kumaran: I think more of what I was fearful of was, I was like, maybe people won’t do that. They’ll just assume everybody’s ICs.

588 00:55:07.580 ⇒ 00:55:09.489 Uttam Kumaran: So, like, maybe that’s something that…

589 00:55:09.670 ⇒ 00:55:16.359 Uttam Kumaran: I try to push more is, like, there has to be some structure, you come up with a structure, and as long as there is a structure, I’m happy.

590 00:55:16.740 ⇒ 00:55:18.639 Uttam Kumaran: Versus, like, a team of ICs.

591 00:55:21.700 ⇒ 00:55:30.889 Uttam Kumaran: Right? Because you need what I need, what the client needs, also, is one person to own something. Whether that’s you or someone on the team, right? So…

592 00:55:37.050 ⇒ 00:55:39.220 Pranav Narahari: Another conversation that we had is, like.

593 00:55:39.410 ⇒ 00:55:45.960 Pranav Narahari: For a small client, does primary and CSO have to be different? Do you think… It always needs to be different?

594 00:55:47.690 ⇒ 00:55:50.020 Uttam Kumaran: Yeah, that’s a good question.

595 00:55:51.550 ⇒ 00:55:58.570 Pranav Narahari: I think, like, all of this stuff can be, like… we can get as granular, but maybe in the beginning, it’s just small, medium, and large, and just…

596 00:55:58.790 ⇒ 00:56:11.349 Pranav Narahari: just kind of boiling this down to, like, hours, and then it’ll just… it’s kind of like what you said, Utam, just like, okay, everybody just needs to fill up, like, get to 100%, or whatever, like, that 40 hours per week.

597 00:56:11.350 ⇒ 00:56:21.149 Uttam Kumaran: part of this is, like, I also want to turn this into sales, meaning, like, if you don’t sign a minimum of… like, I want to go to Robert and be like, give me your revenue side of this house, like.

598 00:56:21.790 ⇒ 00:56:26.890 Uttam Kumaran: at what points do you think we should support in what way? He may say, like, anyone less than 10K shouldn’t have a…

599 00:56:27.020 ⇒ 00:56:29.220 Uttam Kumaran: primary. Like, they shouldn’t be able to call…

600 00:56:29.630 ⇒ 00:56:32.010 Uttam Kumaran: they shouldn’t have a primary and a CSO.

601 00:56:32.910 ⇒ 00:56:39.950 Uttam Kumaran: Like, I told Magic Spoon, you’re… because you guys are skimping, you can’t… like, I can’t work… I’m not gonna be able to work on this at all.

602 00:56:40.440 ⇒ 00:56:45.540 Uttam Kumaran: Like, you’re losing me. That’s… and I think that’s, like, a good sales tactic.

603 00:56:47.420 ⇒ 00:56:47.900 Pranav Narahari: 100%.

604 00:56:47.900 ⇒ 00:56:51.979 Uttam Kumaran: But for ABC, like, right, they’re above 10K, I think we have room to grow.

605 00:56:52.860 ⇒ 00:56:58.710 Uttam Kumaran: I think… and if they sign this other… well, they’re gonna sign another SOW for, like, the discovery work?

606 00:56:58.990 ⇒ 00:57:04.730 Uttam Kumaran: then I think I… Probably come in as the primary.

607 00:57:05.370 ⇒ 00:57:07.950 Uttam Kumaran: And then maybe I’m also the CSO,

608 00:57:09.800 ⇒ 00:57:14.429 Uttam Kumaran: But the audience, like, the audience is very different for both of those, so I don’t know, like, I think…

609 00:57:15.600 ⇒ 00:57:21.540 Uttam Kumaran: But that’s a client that’s above 10K, which means there’s at least 30 hours.

610 00:57:22.150 ⇒ 00:57:23.410 Uttam Kumaran: I’m on 4.

611 00:57:25.950 ⇒ 00:57:27.010 Uttam Kumaran: So…

612 00:57:29.800 ⇒ 00:57:33.710 Pranav Narahari: And so, with the primary two, are there… Is the…

613 00:57:34.240 ⇒ 00:57:47.549 Pranav Narahari: maybe, like, this was already said, but is the primary going to have, like, standing meetings with the client? Like, that’s now going to be their, like, role, and then the CSO now just, like, okay, they’re still understanding of…

614 00:57:47.930 ⇒ 00:57:52.839 Pranav Narahari: What the client wants, but they get that information from the primary now, not from the client themselves.

615 00:57:53.020 ⇒ 00:57:54.229 Pranav Narahari: Is that the idea?

616 00:57:57.230 ⇒ 00:57:58.709 Uttam Kumaran: Yeah, I don’t know.

617 00:57:58.950 ⇒ 00:58:00.870 Pranav Narahari: Because then that’s, like, another, like…

618 00:58:02.080 ⇒ 00:58:04.710 Pranav Narahari: I don’t know if that’s a lot more…

619 00:58:05.490 ⇒ 00:58:08.660 Pranav Narahari: Just, like, transfer of knowledge that needs to happen.

620 00:58:09.250 ⇒ 00:58:10.399 Pranav Narahari: Which could get…

621 00:58:13.540 ⇒ 00:58:26.129 Pranav Narahari: you know how you were talking about, like, having pairs of people, like, how you were saying, like, Greg and Mustafa, like, maybe that’s another thing where you pair people, or… both people are part of, like, those conversations, but they wear different hats?

622 00:58:26.560 ⇒ 00:58:27.320 Pranav Narahari: Like…

623 00:58:27.680 ⇒ 00:58:36.019 Pranav Narahari: the primary, kind of, is the one responding, but then there’s always a CSO, like, in the group chat, in the call, to, like, understand things from another…

624 00:58:36.360 ⇒ 00:58:41.450 Pranav Narahari: Like, they don’t think to respond, but they think to what they should say internally to the Brainforge team.

625 00:58:45.930 ⇒ 00:58:50.129 Pranav Narahari: Because we just don’t want, like… telephone, I guess, from, like.

626 00:58:50.130 ⇒ 00:58:50.540 Uttam Kumaran: Yeah.

627 00:58:50.540 ⇒ 00:58:53.479 Pranav Narahari: primary, primary to CSO happening all the time.

628 00:58:54.670 ⇒ 00:58:58.439 Uttam Kumaran: Yeah, I mean, Lilo, like, this is where I wonder…

629 00:59:09.340 ⇒ 00:59:16.960 Uttam Kumaran: Well, this is where I’m like, unless a client gets… maybe, I think my hunch is that until a client gets big enough, there’s no primary.

630 00:59:17.820 ⇒ 00:59:18.700 Pranav Narahari: Yeah.

631 00:59:19.800 ⇒ 00:59:25.979 Uttam Kumaran: Lilo, there shouldn’t have been… I should, like, it should have been you from the get-go, and it was just a timing mismatch.

632 00:59:26.330 ⇒ 00:59:29.440 Uttam Kumaran: And, like, I think I should have, like…

633 00:59:29.590 ⇒ 00:59:33.519 Uttam Kumaran: I couldn’t afford… we couldn’t afford to have me stay on.

634 00:59:34.340 ⇒ 00:59:37.440 Uttam Kumaran: But I didn’t also make it very, like, formal.

635 00:59:37.600 ⇒ 00:59:44.049 Uttam Kumaran: And, like, We didn’t… we weren’t so heavy-handed on the switch, I think for clients above

636 00:59:45.000 ⇒ 00:59:50.089 Uttam Kumaran: Maybe for clients above $30 K or$ 40K a month, they get a primary.

637 00:59:50.770 ⇒ 00:59:55.500 Uttam Kumaran: And… and we do it… like, I actually think it’s fair for us

638 00:59:55.770 ⇒ 01:00:02.670 Uttam Kumaran: for there to be more time spent with the people that are paying us more. I know it’s like… I just, like, think saying it out loud is helpful, like…

639 01:00:03.120 ⇒ 01:00:03.580 Greg Stoutenburg: Absolutely.

640 01:00:03.580 ⇒ 01:00:07.960 Uttam Kumaran: So… So, maybe there is a revenue trigger.

641 01:00:09.080 ⇒ 01:00:09.690 Pranav Narahari: Yeah.

642 01:00:09.690 ⇒ 01:00:13.359 Uttam Kumaran: You get a dedicated… it’s sort of like software, you get a dedicated prime, like…

643 01:00:13.770 ⇒ 01:00:18.169 Uttam Kumaran: dedicated account manager, right? Or, like, you know, that’s what they say, right? So…

644 01:00:20.140 ⇒ 01:00:23.530 Uttam Kumaran: And I think for the most part, this is me and Robert until…

645 01:00:23.930 ⇒ 01:00:26.160 Uttam Kumaran: Want to y’all graduate up to this?

646 01:00:26.460 ⇒ 01:00:28.960 Uttam Kumaran: Or, I don’t know, however we think about it, but…

647 01:00:29.240 ⇒ 01:00:32.869 Uttam Kumaran: I think we don’t have enough clients in that price range anyways.

648 01:00:34.610 ⇒ 01:00:38.430 Uttam Kumaran: So, I think, really, that the thing is gonna be, like, we have, right now.

649 01:00:39.400 ⇒ 01:00:43.820 Uttam Kumaran: We have, like, the clients that are close to there that we’ll have to make decisions about.

650 01:00:45.550 ⇒ 01:00:52.680 Uttam Kumaran: is gonna be Eden, Element, CTA, and default.

651 01:00:55.120 ⇒ 01:00:59.700 Uttam Kumaran: Right, so… Potentially, this is, like, maybe I’m, like.

652 01:00:59.910 ⇒ 01:01:03.430 Uttam Kumaran: Okay, do I enter in here as primary?

653 01:01:03.770 ⇒ 01:01:11.749 Uttam Kumaran: now that we’ve added this primary structure, I’m already the primary here. This is… this team is actually lacking, like, a CSO.

654 01:01:12.300 ⇒ 01:01:14.029 Uttam Kumaran: Here, I’m the primary.

655 01:01:14.940 ⇒ 01:01:16.619 Uttam Kumaran: And here it’s Robert, right?

656 01:01:18.490 ⇒ 01:01:22.269 Uttam Kumaran: And these are all, like… I would say, like.

657 01:01:22.430 ⇒ 01:01:24.290 Uttam Kumaran: Right now, I think all of these are…

658 01:01:24.990 ⇒ 01:01:28.570 Uttam Kumaran: 25, or I think all of these are 25K plus.

659 01:01:30.640 ⇒ 01:01:36.579 Uttam Kumaran: Right? So these all fit the criteria. I have to think about what the criteria is, and then they… so they all get a primary.

660 01:01:38.420 ⇒ 01:01:44.030 Uttam Kumaran: I think… Again, primary is not something we, like, put a title towards.

661 01:01:44.640 ⇒ 01:01:46.050 Uttam Kumaran: So maybe…

662 01:01:46.630 ⇒ 01:01:52.630 Uttam Kumaran: And also, primary isn’t the person doing the decks, it’s just that the… I kind of like to find it as, like, the first person that gets called.

663 01:01:53.110 ⇒ 01:01:57.650 Uttam Kumaran: Right? Or the person who’s, like, throat is the choke on, like, this working.

664 01:01:57.810 ⇒ 01:02:02.150 Uttam Kumaran: The CSO, I think, still does all the CSO stuff, but all of these clients have both.

665 01:02:02.790 ⇒ 01:02:03.530 Uttam Kumaran: Right?

666 01:02:04.940 ⇒ 01:02:11.199 Uttam Kumaran: And then we have all of our other clients that just have, like, They just have CSO.

667 01:02:14.960 ⇒ 01:02:20.129 Uttam Kumaran: And that way, we eliminate the fact that there can only be one CSO on a client.

668 01:02:20.500 ⇒ 01:02:22.669 Uttam Kumaran: There can only be one primary in a client.

669 01:02:23.290 ⇒ 01:02:28.719 Uttam Kumaran: the CSO was able to organize, self-organize the client however they fit.

670 01:02:29.760 ⇒ 01:02:39.149 Uttam Kumaran: And given the size of these clients, they’re always gonna want somebody on the phone. Like, all these guys are like, hey, we’re paying you a lot, like, I want to be able to just, like.

671 01:02:39.900 ⇒ 01:02:44.020 Uttam Kumaran: get an answer on something quick, or know that you’re managing, is what Element said.

672 01:02:44.620 ⇒ 01:02:47.890 Uttam Kumaran: So, maybe that’s it. I mean, eventually, like.

673 01:02:48.860 ⇒ 01:02:55.040 Uttam Kumaran: people, like, again, I don’t know what the… I can’t… it’s really hard for me to define, like, what the responsibilities of primary are.

674 01:02:58.490 ⇒ 01:03:10.129 Uttam Kumaran: And then maybe, like, as people start, like, if one of you guys, like, Pranav, you’re like, yo, I’m gonna just own the entirety… like, I think this is where the CSOs, you guys have an opportunity to be like, I wanna go for primary.

675 01:03:10.420 ⇒ 01:03:14.549 Uttam Kumaran: Across one part of, like, our bus… our book of business.

676 01:03:14.710 ⇒ 01:03:17.439 Uttam Kumaran: There is enough clients that are up here.

677 01:03:17.760 ⇒ 01:03:19.780 Uttam Kumaran: To be able to take that, you know?

678 01:03:21.040 ⇒ 01:03:23.999 Uttam Kumaran: I think for me, the risk is that this is…

679 01:03:25.230 ⇒ 01:03:29.719 Uttam Kumaran: I think I could do this, I just have to figure out how to do this with, like, 2-3 hours.

680 01:03:29.880 ⇒ 01:03:37.700 Uttam Kumaran: But I think if Greg’s CSO, I’m primary, then this, for me, I feel like this is just a couple Slack messages, a couple texts to Caitlin, I’ll show up to the Thursday meeting.

681 01:03:37.960 ⇒ 01:03:41.959 Uttam Kumaran: And, like, I think I can primary this in, like, 2 or 3 hours a week, or less.

682 01:03:45.160 ⇒ 01:03:48.459 Uttam Kumaran: This one is hard, because I don’t have a CSO, so we’re hiring.

683 01:03:49.790 ⇒ 01:03:53.770 Uttam Kumaran: This one, we’re gonna price really fat, so we can bring on more people.

684 01:03:54.640 ⇒ 01:03:57.760 Uttam Kumaran: But still, I don’t have a C… I don’t have a CSO on this.

685 01:03:59.110 ⇒ 01:04:08.080 Uttam Kumaran: So… And this, Robert, once someone has, on, on this has, like, maybe it is Zoran becomes this.

686 01:04:09.170 ⇒ 01:04:15.490 Uttam Kumaran: But this is a large client, so then can Zoran do MinuteMD, and, like, any other one, so there’s some resource

687 01:04:16.210 ⇒ 01:04:17.120 Uttam Kumaran: Bangs.

688 01:04:18.670 ⇒ 01:04:19.500 Uttam Kumaran: Yeah.

689 01:04:20.050 ⇒ 01:04:24.949 Uttam Kumaran: So let me think about, like, I think we kind of beat this over, let me think about, like, what a North Star is.

690 01:04:25.180 ⇒ 01:04:28.910 Uttam Kumaran: What are some of the compromises we just have to make because we have staffing?

691 01:04:29.860 ⇒ 01:04:40.310 Uttam Kumaran: like, for example, if Zoran has to be CSO for Eden and for MinuteMD, then, like, so be it, but, like, our job is going to be to, like.

692 01:04:41.030 ⇒ 01:04:44.960 Uttam Kumaran: either reduce the amount of time it takes the CSO through, like, automations.

693 01:04:45.600 ⇒ 01:04:47.780 Uttam Kumaran: Or it’s gonna be able to find, like.

694 01:04:47.900 ⇒ 01:04:53.350 Uttam Kumaran: move MinuteMD to the… to the point where we can… I don’t know, just have to think about that, so…

695 01:04:54.480 ⇒ 01:04:57.209 Uttam Kumaran: Okay, this is helpful. I kinda think I’ve…

696 01:04:57.860 ⇒ 01:05:01.470 Uttam Kumaran: Have some thoughts on this, so… Okay.

697 01:05:03.900 ⇒ 01:05:10.419 Greg Stoutenburg: Yeah, I mean, I think, like, I guess my concluding note on that would be that, especially for our bigger clients, we could use

698 01:05:10.560 ⇒ 01:05:29.470 Greg Stoutenburg: We’re bigger clients, clients with multiple work streams that we could use, just the concept of an account manager, whatever it is that we call that. Like, someone who grasps the different work streams, regardless of how much work they’re doing in them, so that the client has someone that they can talk to who understands, you know, that they’re being managed.

699 01:05:33.150 ⇒ 01:05:33.860 Uttam Kumaran: Okay.

700 01:05:35.110 ⇒ 01:05:41.030 Uttam Kumaran: Okay, let me think about this. Robert’s landing here in, like, a few hours, so I’ll talk… I’ll ask him about this later.

701 01:05:41.520 ⇒ 01:05:42.720 Uttam Kumaran: Huh, we’ll see.

702 01:05:43.320 ⇒ 01:05:44.420 Uttam Kumaran: Nice.

703 01:05:44.800 ⇒ 01:05:45.660 Uttam Kumaran: Okay.

704 01:05:46.810 ⇒ 01:05:59.660 Uttam Kumaran: Cool, guys, that’s all I had for today, then. So, I don’t know, Pranav, if you want to let me know, like, I’ll be on the ABC… I’m usually on the APC calls on Thursday, so if you want to let me know if you want to do a run-through for that, or… I don’t know what the plan is for tomorrow, but…

705 01:06:00.090 ⇒ 01:06:06.500 Uttam Kumaran: I think you’re on, kind of, the right track. I think, again, my feedback for you today is, like, really go deep and understand, like.

706 01:06:07.000 ⇒ 01:06:09.020 Uttam Kumaran: This client and what we’re doing for them.

707 01:06:09.160 ⇒ 01:06:12.330 Uttam Kumaran: We’re gonna have a relationship with them for probably for a while, so…

708 01:06:13.510 ⇒ 01:06:20.640 Pranav Narahari: Okay. Yeah, yeah, that’s… that’s good feedback. Just gonna dive into the Google Drive.

709 01:06:20.640 ⇒ 01:06:21.220 Uttam Kumaran: Okay.

710 01:06:21.630 ⇒ 01:06:28.140 Pranav Narahari: Yeah, and then I think that should help me a lot in terms of context about, like, yeah, like, you put it, the lore of the whole client.

711 01:06:28.990 ⇒ 01:06:29.610 Uttam Kumaran: Great.

712 01:06:31.580 ⇒ 01:06:33.010 Uttam Kumaran: Okay, cool.

713 01:06:33.230 ⇒ 01:06:38.059 Uttam Kumaran: Thank you all, I appreciate it. Yeah, maybe B, I’ll slack you on a couple things.

714 01:06:38.350 ⇒ 01:06:38.990 Brylle Girang: Okay.

715 01:06:39.440 ⇒ 01:06:40.210 Uttam Kumaran: Thanks, everyone.

716 01:06:41.140 ⇒ 01:06:41.770 Uttam Kumaran: Cool.

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