Fractional CFO, CEO, COO, and Project Management for CX, Helpdesk, and Technical Support Providers
Cimientu Advisory provides fractional CFO, CEO, COO, project management, and operations leadership for customer experience (CX), contact center, helpdesk, and technical support providers. We connect staffing, utilization, and service levels to pricing and margin so each contract is profitable.
- Contact centers and customer experience (CX)
- Helpdesk and IT support
- Technical support services
Senior leadership, scaled to what you need.
Fractional CFO
Cost per contact, staffing models, contract pricing, SLA economics, and client profitability.
Fractional CEO
Interim executive leadership through scale-ups, client concentration risk, acquisitions, and turnarounds.
Fractional COO
Workforce management, quality programs, site operations, and the processes that keep SLAs met as volume grows.
Fractional Project Management
New client launches, site openings, platform migrations, and AI and automation adoption.
Each role can be engaged on its own or together, alongside strategy, AI and technology, ERP and systems execution, and back office operations. See what we do.
Where the foundation tends to crack.
Labor is the business
Staffing, scheduling, and attrition drive both cost and service quality.
Pricing models
Per-seat, per-contact, and per-hour pricing each carry different risk.
Service level commitments
SLA penalties and quality targets need to be reflected in cost and staffing plans.
Technology and AI adoption
Automation can reduce cost per contact, but only where it fits the work.
What we build together.
- Cost per contact and contract profitability
- Pricing model design
- Workforce planning and HR operations
- HRIS, CRM, and work management systems
- AI adoption assessment
- Re-skilling programs for changing roles
Engagements run as fixed-fee deliverables, hourly and project work, or a monthly retainer. See how we engage.
Principals who have stood in this work.
Aaron Wilkins
Led teams that supported 35,000 families with technical support and trained 12,000+ people in digital literacy.
Plain answers, as promised.
How do contact centers measure profitability?
By contract: revenue under the pricing model against fully loaded labor, technology, and overhead, measured through cost per contact, utilization, and occupancy.
Can AI reduce costs in customer support?
In some workflows. We assess where automation helps, where it does not, and how to re-skill teams as the work changes.
Can you provide a fractional CEO, COO, or project manager, not only a CFO?
Yes. Each fractional role can be engaged on its own or together. A fractional CEO provides interim executive leadership through transitions, turnarounds, and growth phases. A fractional COO runs day-to-day operations, processes, and systems. Fractional project management keeps initiatives such as client launches, platform migrations, and automation adoption moving, with coordination, follow-through, and honest status reports.
Make us an ask.
Be specific, add context, and a person will reply. If there is not a fit, we will point you to someone better suited.