Solutions Architecture Rules of Engagement

Solutions Architecture Rules of Engagement (FY27)

Overview

To maximize Solutions Architecture leverage and ensure high-impact customer engagement, the following Rules of Engagement (ROE) define when and how SAs should be engaged during the sales cycle.

Core Engagement Principles

Stage Requirements

SAs should not be engaged prior to Stage 2-Scoping

Solutions Architects focus on qualified opportunities where business discovery has been completed (e.g., MEDDPICC has been captured) and the customer is ready to work with an SA to scope a potential solution for evaluation. Early-stage discovery and qualification activities should be handled by the sales team before SA engagement.

Opportunity Qualification

High-Quality MEDDPPICC Required

All Salesforce opportunities must have at a minimum, high-quality MEDDPPICC qualification before requesting SA engagement.

• Metrics: Clear success criteria and measurable business outcomes. These are in the context of the customer.
• Economic Buyer: Identified and accessible
• Decision Criteria: Business evaluation criteria documented. This will be updated with solution and technical criteria during stage-2.
• Decision Process: Timeline, stakeholders, and approval process understood
• Paper Process: Contract/procurement requirements identified
• Identify Pain: Customer’s true pain points clearly articulated based on discovery.
• Champion: Active internal champion identified and engaged
• Competition: Competitive landscape understood

The MEDDPPICC qualification must reflect the customer’s true pains and goals, not superficial requirements.

Customer Success Plan (CSP) Requirement

Stage 2-Scoping:

• SA engagement should have the ability to create a Customer Success Plan. This is only possible when there is the opportunity to do deeper technical discovery, map technical capabilities to the customer’s desired outcome, and define holistic solutions (e.g., software, use-cases, services required, expected time to value)
• The CSP documents business outcomes, strategic requirements, and technical evaluation criteria in collaboration with the customer
• CSP creation indicates a consultative, strategic engagement

Stage 3-Technical Evaluation:

• If a CSP cannot be created in Stage 2-Scoping, the SA will engage using a lower-touch, high-velocity model in Stage 3
• High-velocity engagements focus on efficient technical validation activities with fewer overall touchpoints (custom demos, workshop, specific technical questions) rather than strategic planning and higher touch POV related work.
• The SA maintains discretion on engagement level based on opportunity complexity and strategic value

Active Opportunity Requirement

SAs cannot engage in accounts where there is not a First Order or Growth opportunity forecasted in Salesforce within the next 3 quarters (maximum)

This ensures SA resources are focused on near-term revenue-generating activities. Accounts without active opportunities should be directed to:

• Customer Success (for existing customers)
• Support channels (for technical questions)

Exceptions Process

The SA team will remain flexible and accommodate exceptions to these ROEs

Exceptions should be coordinated through the following process:

1. Account Executive or SA identifies a valid reason for an exception (e.g., strategic account, unusual circumstance, executive request)
2. Request exception approval from the SA Manager before engaging
3. SA Manager reviews and approves/denies based on business justification
4. SA Manager tracks all exceptions for analysis and ROE iteration

Exception tracking enables the organization to:

• Identify patterns that may require ROE adjustments
• Ensure consistent application of guidelines
• Maintain visibility into SA resource allocation

Field Marketing Collaboration

[Placeholder: Field Marketing Planning Process]

Process to be defined for SA engagement in field marketing events, including:

• Event qualification criteria
• Lead time requirements for SA participation
• Planning collaboration workflow between SA and Field Marketing teams
• Post-event follow-up and opportunity handoff process

SA Request Process

When requesting SA engagement:

• Ensure the opportunity meets all ROE requirements above or an exception has been granted

Benefits of These ROEs

These Rules of Engagement enable:

• Increased SA Leverage: SAs focus on high-quality, high-probability opportunities
• Better Customer Outcomes: Customers receive strategic guidance for higher quality engagement, leading to better opportunity outcomes
• Improved Win Rates: SAs engage when they can provide maximum value
• Efficient Resource Allocation: SA time invested where it drives revenue
• Consistent Experience: Clear expectations for sales teams and customers

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