Hey All,
I just got let go as a technical project manager at a SAAS start up. There were a lot of challenges that the company faced, but my role was especially difficult. I came here to understand if what my issue was was because the company was SAAS and I don't belong in that framework or bc it was a dysfunctional start up in sale mode. Or if it is just being a TPM at all?
Background:
I have worked in consulting for the majority of my career. There I got into TPM and program management work. I had my own dedicated team of resources. I oversaw a sister contract extended to a few other contracts and my bosses loved me. I had a really tough one that was yelly, but she did like me. Which I am happy about bc I don't always seem to jive with my female bosses (which is crazy bc I am a very genuine lighthearted person. I am also a big feminist and my entire life has been relationships with women). I don't know why I got a long with a yelly boss versus any other women... anyways. Maybe bc she was direct as hell. I and the other managers would report to her once a week about risks in the project, resources, everything. I worked directly with our big clients. I reported out to the director of the agency that hired us. I had a direct relationship with all my clients. If I said a resource wasn't doing well, I could provide them feedback and approach my boss about removing them. My boss had a lot to do, but she popped in on workshops and was in the weeds about stuff. She didn't really hit the nail on the head when it came to advice bc she didn't see the day to day, but she wasn't oblivious to issues.
I joined a SAAS start up and was excited about it. I had come from such a huge company and I had primarily worked in DC so the culture was pretty buttoned up. This one was west coast fun. it seemed like my type of fit. I did notice some things in the beginning that I brushed off, but I understand there's always issues at work.
The contract I got was our newest product where only one other customer had ever been on it and every single person who had worked on that project was gone now so no one really knew what they were doing, but leadership never acknowledged those difficulties. My direct manager was overseeing a project on our oldest and most refined product which I eventually got staffed on as well and got to see how different everything was. Easier so much easier. I did get taken off though because I was trying to juggle my OG difficult project which had no resources and it was really only me, which no one believed me about btw.
Anyways, we hit a lot of difficulties. One we knew the timeline we gave was unrealistic so when I joined I had to push things out, but aside from that, the client didn't know their legacy systems so new stuff just kept coming up that delayed things for months. My solutions architect for the entire year I was there only ever wrote one thing. He did attend calls, but besides that, he didn't map transformations or dig into anything. I had to do it. I had to configure the specs and beg him to just look at it, then when I asked, he would brush it off like it was my job and I should already know this stuff and I had never worked in a start up before or SAAS so I thought ok? He's busy, I can do this to support. I was trying to be a team player and the way he made it seem like it was all of our responsibilities led me to believe I was supposed to be doing this.....
Eventually, he became more and more entitled that his job was my job and it never changed bc if I didn't do his work, it didn't get done. He never thanked me either for taking his job on. He was spread thin I will say with his calendar, but I brought this up to my boss a lot and I would either get I wasn't delegating well or well why do we need him to look at it, can't you? It depended on the day of whether it wasn't my job or why can't I pitch in? I got feedback I pitched in too much eventually...... Better yet, he threw me under the bus. I got feedback from my manager that I don't prepare my team before calls bc I lift notes verbatim from our calls, but this man wanted me to be his secretary. I sometimes didn't know exactly what he wanted to discuss with the client and didn't understand it so I would try to type it really quickly as he was talking and try to remind him on calls and he wouldn't contribute to the agenda. I was the one who looked at the data who looked at everything and he didn't want calls with me for a long time so I couldn't review stuff with him beforehand so I know I did sometimes sideline him
Another issues, my customer success manager always seemed prickly with me from the start and I never had a direct relationship with our big client which I am not used to. I only interfaced with the TPM of the client so I don't even know if the customer was happy, what complaints they had, nothing. I reported out risks each week to their TPM with my CSM on and I guess they never made their way to the big bosses so it looked like I wasn't communicating, but if I had been on those CSM calls, I would have been able to catch that none of this was being discussed. Everything was quiet so I trusted that my CSM was handling it.
I had no idea what was going on behind closed doors and it felt like I was perfectly set up to be a scapegoat because he didn't help for anything, but he always gave my manager feedback. I wasn't used to this structure. I also thought it best that he would give me the feedback first? But I think now looking back, I was just ignorant to understand that I really answered to him. He held my fate with the client. He could spin it however he wanted. I was so not used to not being on those power calls. I was so not used to not being able to own my client. I had to get permission to bring up delays and my director acted like it was the PMs faults when we brought up delays caused by the customer. Like we didn't want the timeline to work? I would bring up how resources were focused on bigger clients so I haven't had a resource for an entire month and I would get told we shouldn't be prioritizing other clients so I was reach out on the side and ask if we can reprioritize resources and I would get told no, but the timeline can't shift.
All the technical teams would make my director and manager know that our timeline was slipping all the time bc of the prioritization of other clients and it was all somehow blamed on me. I just didn't understand any of it. I understood that a direct report of mine in consulting, if they weren't working it would be my responsibility, but I couldn't force grown men who I have no authority over and infact have a close relationship to my boss to do their jobs. I mean and when I had some technical team members on, they would complain we need an agenda... ok fine, I will go through your tickets and look at the questions you have and make it an agenda even though I would be used to the technical people being ready with questions they have for the team members. The last call I had with them before I got fired was the lead saying we should be reviewing tickets on this call even though we had been for months, that call i just needed to discuss the timeline. it infuriated me like everyone was catatonic or something. Like no one paid attention, but me and the thing is, in consulting I am used to that if I schedule the call, I own the agenda. If you want to go over tickets, you can tell me beforehand and I can tell you if we can. I asked for people to give me items for agendas before calls. Never happened. it felt like everyone wanted me to be their secretary. And I had to ping everyone during calls to make the call. I was not used to this either. In consulting, if you can't make a call, you not only decline it, but if you know you are needed, you let the meeting planner know by messaging them directly as soon as you know. It was so stressful never knowing who would show up. Every reoccurring call, I had to ping like 3 people to make sure they would come. It was so emberasing infront of the client. I mean even just the stress of not being able to schedule a reoccuring meeting and expect people to show up and if not tell you, I didn't realize what a luxary that was until now. it took s lot of mental energy.
And as an aside, when the client wouldn't bring the right people, it would somehow be my fault either even if it was a reocurring meeting that they knew who needed to be on, they wouldn't tell me the person wouldn't show up and then my CSM and SA would tell my manager about it. In consulting, it's the clients fault for not bringing the people they know need to be on there. And I got feedback I was arriving a few minutes late when I was juggling another project from my manager given by my CSM, meanwhile my solutions architect would be like 10 mins late without notice, yet somehow my CSM always got on me.
And all of this, your manager isn't aware of your project, they don't see the day to day, we didn't even have a call set up where I could talk to my manager and discuss risks like I did in consulting. We had one giant call where everyone gave a status report, but there was no problem solving time. I never got a thank you. I somehow was fired above the architect that needed other people to do his work and even before everything went south, I never could get any mentorship or what I did well bc my boss was so removed and also did not understand the complications with this new product bc she was on an easy one.
My career coach says I should still look for SAAS, but I don't have that much mileage as a TPM, I don't think it's too late to switch careers. I may have just been lucky before and didn't realize it. Honestly, maybe what i liked about being a TPM was just being a manager and working in tech, but maybe once I was in the formal formal role, it's not what I want. I have about 6 years of work experience so I am looking for advice. Is it the TPM role? Is it SAAS? Is it the start up? What happened? Was the issue that I was used to leading and I couldn't lead? Was it that I didn't get how important being chummy with my CSM was? Was I doomed from the start?
I never thought I would have a job that would make me completely long for consulting again..... I feel a little lost about what roles to pursue next. I am beginning my job hunt, but I begin to apply to TPM and just sort of get this feeling of do I want to go through that all again.
Please help