The Unexpected Lever

Is the traditional SaaS sales model holding us back?

In this episode, Jarod Greene welcomes back Bill Balnave, Vice President of Technical Services of Mezmo, to explore how outdated sales processes are creating unnecessary friction for buyers and sellers alike. Bill shares why software should sell itself and how empowering buyers with the right tools and information can revolutionize the industry. From the evolving role of SDRs to cutting out red tape in SaaS deals, this conversation dives into bold ideas for a frictionless future.

In this episode, you’ll learn:

1. The real role of sales reps in a modern world: Traditional SDR and sales rep models are losing relevance. Instead, SEs and customer success teams are becoming the real value drivers.
2. Eliminating friction in SaaS buying: Transparent pricing, simplified contracts, and intuitive onboarding are powerful in creating seamless customer experiences.
3. Why software should sell itself: Enable prospects to explore, test, and understand products independently. It changes the game for vendors and buyers alike when you can let the product speak for itself.

Things to listen for: 

(00:00) Introduction

(00:30) Why SaaS sales processes are broken

(01:47) Addressing misconceptions about technical buyers

(02:20) Simplifying contracts and eliminating redlines

(03:17) Transparent pricing and flat rates for customers

(04:03) The limitations of SDRs in modern SaaS sales

(04:48) The shift to SEs and customer success teams

(05:24) How self-service and digital tools empower buyers

(05:44) Open-source solutions as a low-friction alternative

(06:36) The generational shift required for sales streamlining

(07:17) The evolution of the sales rep’s role in SaaS

What if your tools worked like your best teammate?

In this episode, Vivun CEO Matt Darrow talks with Vivun’s Lead AI Product Designer, Stephany Cardet, about what goes into designing AI Sales Assistants that don’t just follow your lead—they help you stay ahead.

Stephany shares how Vivun’s tool Ava takes the guesswork out of the process—anticipating next steps, simplifying complex tasks, and making collaboration natural. 

Learn how smarter design can help you do your best work, every time.

In this episode, you’ll learn:

1. From Buttons to Brilliance: How design is shifting from rigid SaaS interfaces to agentic AI, where conversational design empowers users.
2. Trusting the Unknown: The human barriers to AI adoption—and how proactive, personalized agents like Ava build trust and reduce ambiguity.
3. More Than a Shell: Why AI agents don’t need traditional UIs and how Ava’s intelligence adapts to your unique style, even knowing what she doesn’t know.

Things to listen for:
(00:00) What agentic AI is and how it’s reshaping work
(00:15) Meet Stephany Cardet
(00:32) Why human-centered design is key to better sales tools
(01:02) How thoughtful design makes tools feel intuitive
(04:00) The shift from rigid interfaces to dynamic, conversational tools
(06:30) How proactive tools simplify workflows and save time
(09:10) Building trust with tools that explain their actions
(12:00) Smarter tools that eliminate silos and foster teamwork
(15:30) What makes AI feel like a trusted teammate

Are individual quotas the secret to SE-Sales team synergy??

In this episode, Jarod Greene sits down with Nicole Kawamoto, Director of Solutions Engineering from ServiceTitan, to explore how a shift in quota strategy can transform team dynamics and drive performance. Nicole shares why she moved her Solutions Engineering team to a hybrid quota model, the surprising impact it had on morale, and how it aligns SEs and AEs to crush sales goals together. 

In this episode, you’ll learn:

1. Why individual quotas matter for SE teams: Introducing a hybrid quota model boosts performance, aligns SEs and AEs, and keeps everyone striving toward shared sales goals.
2. The impact of team alignment on morale and results: Blending individual and team-based metrics fosters collaboration without sacrificing motivation or financial incentives.
3. How quotas drive career satisfaction: Hear Nicole's approach to using quotas as a tool for retaining top talent and creating long-term career satisfaction within the Solutions Engineering role.

Resources:

Job openings at ServiceTitan: https://www.servicetitan.com/job-openings

Things to listen for: 

(00:00) Introduction

(01:06) The initial team-based quota model and its benefits

(01:53) Challenges with team-based quotas and the need for change

(02:38) Transitioning to a hybrid quota model

(03:36) Improved morale, financial gain, and team alignment

(04:11) Maintaining a collaborative team culture with individual accountability

(05:05) The value of the hybrid quota model

Are solution consultants the key to bridging the gap between pre-sales and post-sales success?

In this episode, Jarod Greene sits down with Dave Greene, Regional Vice President of Solution Consulting at Gainsight, to unpack why the days of multi-product generalists are fading fast. Dave explains why buyers demand deeper expertise from SCs and how specialization is driving better outcomes for both customers and teams.

In this episode, you’ll learn:

• Why specialization is the future of solution consulting: Dave explains why the shift away from multi-product generalists is critical to meeting buyer expectations and delivering deeper, more effective support.
• How to address burnout in solution consulting teams: Teams managing multiple product lines and geographies can improve performance and morale by prioritizing specialization.
• The evolving role of SCs in customer success: Solution consultants are uniquely positioned to support customers both pre and post-sale because of their technical training.

Things to listen for:

(00:00) Introduction
(00:21) Why multi-product generalists are becoming obsolete
(00:48) The value of specialization in solution consulting
(01:27) Addressing SC burnout and challenges with multiple product lines
(01:53) Why buyers want deeper expertise and customized solutions
(02:31) The critical role of SCs in pre- and post-sales collaboration
(03:43) The synergy between SCs and CSMs for customer outcomes

Is AI about to blur the lines between human and machine interactions?

In this episode, Jarod Greene chats with Russell Witham from Vivun, to unpack how AI is reshaping your interactions with vendors and customers. From near-human digital assistants to AI systems that can tackle the unexpected, Russell shares his take on why the next few years could redefine the way we work and communicate.

In this episode, you’ll learn:

1. The future of AI-driven customer interactions: Why AI-powered tools are poised to blur the line between human and machine in customer support and beyond, transforming how businesses engage with clients, partners, and vendors.
2. Breaking free from rigid decision trees: Advanced AI agents can handle edge cases and complex scenarios. This will help customer service systems be more agile and will eliminate the frustrations of traditional, structured support systems.
3. AI's growing role in B2B SaaS: We all know the evolution of AI technology is accelerating. This means we have to create solutions that adapt and respond just as fast. Businesses have the opportunity to harness AI tools to improve workflows and customer experiences, and maintain a competitive edge.

Things to listen for: 

(00:00) Introduction

(00:21) The rise of AI in B2B SaaS

(01:29) The Turing Test and its relevance to modern AI

(02:28) How AI is expanding beyond structured decision trees

(03:03) Why today’s AI tools are better equipped to handle edge cases

(03:25) The evolution of AI capabilities and what’s coming next

(04:39) Why now is the time to embrace AI-driven solutions

Is the role of the Sales Engineer or Solution Consultant evolving faster than we can keep up with?

In this episode, Jarod Greene sits down with Dave Schultz, Head of Solution Consulting at Employ, to explore how flexibility and adaptability are transforming the SE role. From navigating unpredictable buyer behavior to leading with empathy in new leadership roles, Dave shares his insights on building agile teams and creating impactful strategies that align with the shifting needs of modern B2B sales.

In this episode, you’ll learn:

1. Evolving the SE Role: The Sales Engineering/Solution Consultant role is shifting. It requires flexibility and adaptability to meet buyers where they are, even if it means stepping outside traditional processes.
2. Key Skills for Modern SEs: Communication, agility, and handling curveballs are essential traits for SEs navigating unpredictable buyer behavior and complex sales environments.
3. Leading With Empathy: Dave shares his approach to leadership in new roles, emphasizing thoughtful decision-making, cross-functional collaboration, and building trust within teams.
4. Adapting to Buyer Behavior: Today’s buyers approach purchasing decisions differently. This means SEs have to stay ahead by tailoring their strategies to address these changing dynamics.

Things to listen for: 

(00:00) Introduction

(00:18) The changing landscape of the SE role 

(01:10) Dave’s thoughts on disco demos

(02:04) Adapting to unpredictable buyers 

(02:50) Essential skills for modern SE

(03:21) Why talk tracks work better than scripts 

(04:25) Dave’s first 30-60-90 days and his approach to leadership

(05:13) Preparing for long-term success in 2025

Is your team ready to tackle the next year head-on?

In this episode, Jarod Greene sits down with Julia Lustig, Head of Sales Engineering for Southern Europe at Seismic, to discuss what sales teams need to be thinking about. With budgets tighter than ever, Julia shares how to make data-informed decisions, foster collaboration, and stay flexible while maintaining focus. 

You’ll discover why small, intentional changes can drive big results and how aligning your team around a shared mission sets the stage for success.

In this episode, you’ll learn:

1. The Power of Purposeful Planning: Being intentional with your strategy can help teams navigate tight budgets, limited resources, and changing markets.
2. Data-Driven Decision Making: Analyzing patterns and structuring feedback from clients and prospects can guide teams toward focused and impactful actions.
3. The Importance of Collaboration: Fostering a collaborative environment helps teams align around a shared mission while avoiding scope creep and chaos.
4. Small Steps, Big Results: Breaking down challenges into manageable actions can lead to meaningful progress and sustainable success.

Things to listen for: 

(00:00) Introduction

(00:42) Why businesses must embrace purposeful planning

(01:28) Using data to focus on what works and avoid chaos

(02:26) Collaboration and structured feedback in decision-making

(03:18) How small, intentional changes lead to long-term success

(04:06) Balancing flexibility and commitment in team strategies

(05:00) Julia’s advice on mental health and speaking up

AI isn’t taking your job—but the SE who knows how to use it, might.

In this episode, Vivun CEO Matt Darrow talks to Senior Sales Engineer Taylor Bukowski about the evolving role of AI in sales engineering.

As an early adopter of generative AI and Vivun’s AI Sales Engineer in particular, Taylor shares her firsthand experience using it to level up her workflow, career, and customers’ experiences. All without replacing the human touch that makes SEs irreplaceable.

Tune in to learn how to use AI not as a replacement but as a partner in your SE success.

In this episode, you’ll learn:

1. Leveraging AI for Strategic Advantage: AI tools, like Vivun’s AI SE, Ava, can streamline everyday SE tasks. They boost productivity and allow you to focus on high-impact work like relationship-building.
2. Think About AI Like a Teammate: As AI continues to evolve, stay curious and adapt to new tools that will keep you ahead of the curve. AI isn’t here to replace you. It’s here to enhance your abilities.
3. AI for Efficient Knowledge Sharing: AI helps spread knowledge across teams, giving everyone access to valuable insights and preventing information silos.

Things to listen for:
(00:00) Why AI is a valuable tool for SEs

(03:12) Debunking the myth that SEs only do demos

(06:29) How Taylor leverages AI to free up time for relationship-building

(09:08) Using AI for demo scripts and tailoring them to personal style

(11:25) How AI helps organize complex customer needs

(14:33) How AI keeps track of deals and updates in real-time

(16:48) The challenges of customer handoffs and how AI ensures continuity

(19:01) Spreading tribal knowledge across teams with AI

(21:05) How AI provides a self-service model for the sales team

(23:10) AI’s role in supporting the sales team

(25:01) AI is here to stay—don’t get left behind

Is prompt engineering really a skill you need to master?

In this episode, Jarod Greene chats with Kyle Coleman, CMO of Copy.ai, to break down the hype around prompt engineering and uncover how AI can deliver real value to sales and marketing teams. Kyle shares why teaching your team to write perfect prompts might be a waste of time and how the best AI solutions simplify the process for seamless integration.

In this episode, you’ll learn:

1. Why Prompt Engineering Is Overrated: Kyle explains why expecting your team to master complex prompting skills can lead to disappointment and why the best AI solutions remove the need for it entirely.
2. Smarter AI Adoption: Focus on tools that better integrate into your existing workflows. It will help you achieve sustainable results without overwhelming your team.
3. How to Balance AI and Human Connection: Automating everything isn’t the answer. Instead, use AI with the manual tasks to free up your people to do what they do best and ensure that your buyers still feel connected to your brand.

Things to listen for:

(00:00) Introduction
(00:18) Learning prompt engineering is a waste of time
(01:33) The best AI tools eliminate the need for complex prompts
(02:10) Common frustrations with AI 
(02:36) How AI can collapse time to insight and execution in sales
(03:20) Practical examples of AI transforming go-to-market strategies
(04:00) Balancing AI automation with human connection
(04:57) AI SDRs role in lead processing
(05:33) Leveraging AI tools effectively

Is career progression in tech more accessible than we think?

In this episode,  Jarod Greene chats with Marjorie Abdelkrime, Head of US West and Healthcare Solutions at Broadcom, to unpack the many pathways into the Sales Engineering career. From breaking into the field to thriving in a highly technical industry, Marjorie shares her unconventional journey and offers practical advice for leveling up your SE career.

In this episode, you’ll learn:

1. Breaking Industry Stigma: Marjorie challenges the traditional view of SE roles. Varied career experiences—from IT to project management—can be the perfect launchpad for the role. There is no perfect background.
2. Essential Skills for an SE: Everyday tasks like managing stakeholders and positioning projects build critical selling and technical skills necessary for excelling in an SE role.
3. How to Level Up Your SE Career: If you want to grow as an SE, start with understanding your customers’ businesses, mastering the ecosystem around your solutions, and staying sharp with evolving technologies.

Things to listen for: 

(00:00) Introduction

(00:27) Why career progression for SEs is top of mind

(01:02) Marjorie’s unconventional journey into solution engineering

(01:47) How overcoming stigmas opens doors for aspiring SEs

(02:37) Why everyday skills are essential

(03:15) How to build confidence in transferable skills

(03:50) How understanding customer ecosystems enhances your impact

(04:09) The key to leveling up: staying sharp and thinking holistically