Working as One.

December 27, 2024

Working as one – Uniting Teams, Driving Success– this is the foundation of effective collaboration. Customer Success is not caring about attribution, but in creating shared opportunities with transformative results, founded in service, trust, and a willingness to stand together: for our teams, our clients, and our industry.

How do we bring this ideal of one team to life? How do we create an environment where unity isn’t just an aspiration but a driving force behind our success?

For me, the answer begins with the lessons I learned at Sun Microsystems. It was one of the best companies I ever worked for—a place that didn’t just challenge us to create innovative solutions but demanded we partner, define, and build something meaningful. Sun was a pioneer in fostering communities of open standards and best practices. It was a company that inspired greatness. My heart broke when it didn’t survive, and for years, I searched for something that could reignite that same spark of purpose and collaboration.

It took a decade to find it, and for me that was in the ServiceNow ecoSystem with Sollus’s CEO Jeff Nicoll spirit of uncommon partnership, that lead to Thirdera‘s CEO Jason Wojahn and the largest pureplay ServiceNow Consultancy in the world!

Lack of collaboration drives 86% of workplace failures. Adopting a “we’re in this together” mindset energized employees, boosted cross-functional skills, and transformed behaviors.

~All about teams: A new approach to organizational transformation | McKinsey

Activating Value-Creating Teams

High-performing teams thrive when four essential elements are in place:

Clear Mandate: Define purpose and authority to focus efforts effectively.
Aligned Outcomes: Set shared goals with measurable success metrics.
Execution Plans: Enable seamless collaboration with structured processes.
Learning Culture: Foster continuous improvement through feedback.

Organizations that implement these principles report a 25% boost in productivity and a 21% increase in profitability (Gallup, 2023). In today’s fast-changing world, the principle of Working as One is a proven determinant of success, shifting focus from past failures to enabling future achievements.

Trust: The Ultimate Differentiator

Stephanie Fairbanks – JIT then Sollus, is my hero. Ever have someone look you in the eye and say, “I’ve got you!” and you know, she means it! That is the power of Working as One. I care about your success and I am with you. Stephanie is expert relationship master, who leads by example. She attracts talent as a “secret”.

In markets saturated with competing products, trust is a game-changer. A study by Edelman (2022) revealed that 81% of consumers need to trust a brand to buy from it. Companies prioritizing trust and respect as leadership values experience higher retention rates and stronger customer loyalty.

It was Stephanie’s expertise that connects high performance people with high performance opportunity. The BEST experience for me as Stephanie and Jeff, represented all I loved about life. Born and raised in the midwest values, that say “I care about your success”, while also flying through the ServiceNow ecosystem.

Partnering on projects and programs that move our industry. Stephanie and Margaret Mesjak together are unstoppable goodness.

Leadership That Redefines Success

Two HR leaders, one from Sollus and another from Thirdera (now Cognizant), demonstrated the transformative power of Working as One. Their leadership reduced project delivery times by 30% and improved employee satisfaction by 40%. By eliminating friction and fostering collaboration, they made trust and teamwork the norm, not the exception.

Blueprint for Thriving

Trust drives innovation, and respect fuels progress. Working as One is not just a survival tactic—it’s the foundation for thriving. Companies applying this principle consistently outperform competitors, with 70% reporting stronger cross-functional collaboration (McKinsey, 2023). By uniting people and processes, it separates the extraordinary from the ordinary and ensures collective success.

HR Case Study: Sollus and Thirdera, Working as One

HR leaders Margaret and Stephanie Fairbanks of Sollus embody the essence of Working as One. By aligning the right talent with client needs, they turned challenges into opportunities and shifting demands into success through trust and collaboration.

ServiceNow projects, lasting 90 to 180 days, require precision and unity. Margaret and Stephanie went beyond managing tasks—they built thriving environments where clients, consultants, and partners excelled. Their leadership redefined success by eliminating friction, empowering teams, and delivering seamless results.

This isn’t just an HR value; it’s a competitive edge. Their trust-driven, purpose-aligned approach is what drives extraordinary outcomes and high-performing teams in times of transformation.

Success is expected where values-based working as one, honors doing the right thing for our shared customer and industry. When teams, clients, and partners align, the outcomes are transformative:

Innovation: Diverse perspectives foster breakthrough solutions.
Efficiency and Trust: Alignment minimizes friction, building trust and accelerating goals.
Resilience and Adaptability: Unified teams tackle challenges and embrace change with confidence.

The Bottom Line

In today’s world, where 86% of workplace failures stem from poor collaboration, Working as One is more than a value—it’s a superpower. By embracing trust, respect, and shared purpose, leaders like Margaret and Stephanie prove that partnerships built on collaboration deliver results that transcend individual achievements.

When we Work as One, we don’t just succeed—we thrive. And that’s the kind of impact that transforms not just projects, but entire organizations.

Why “Work as One” Matters: Spotlight on Margaret Mesjak

Lack of collaboration drives 86% of workplace failures, while organizations embracing unity see 30% higher innovation and 20% greater productivity (McKinsey). HR leaders like Margaret Mesjak, Global HR Operations & Workforce Management Leader at Thirdera, exemplify the power of collaboration.

In her third year—her “third-era”—Margaret earned the coveted Work as One Values Champion award, recognizing her ability to foster trust and teamwork during transformative times. Her thoughtful approach ensures:

Strategic Resource Alignment: Matching skills to roles for efficiency and growth.
Empowered Teams: Balancing guidance with space for individual styles to thrive.
Calm Leadership: Navigating challenges with composure and prioritization.

Margaret’s leadership embodies the “Work as One” value, building trust, adaptability, and success across teams. Her dedication to people and collaboration drives Thirdera’s progress, proving that unity is the key to thriving in today’s dynamic business world.

Congratulations, Margaret, for inspiring us all!

The Transformative Power of Working as One

Working as One is more than a value—it’s the competitive edge that transforms teams, delights clients, and powers partnerships. Together, we achieve what none of us could alone. Aligned teams are unstoppable. Purpose-driven collaboration eliminates friction, accelerates progress, and unlocks potential. Research proves unified teams are 20% more productive than their fragmented counterparts, achieving faster results with fewer conflicts.

Seamless collaboration builds trust and delivers results. Unified teams ensure consistent communication and a deep understanding of client needs, meeting deadlines with precision and consistently exceeding expectations.

True partnerships thrive on trust and a shared vision. Collaboration strengthens relationships, driving long-term, sustainable growth and fostering innovation that benefits everyone involved.

Powerful Trust in Collaboration

Trust and respect are at the heart of enduring relationships and successful teams. My journey to understanding the transformative power of Working as One began with Sun Microsystems.

At Sun, we created communities, partnered deeply, and fostered open standards that pushed the boundaries of innovation. While Sun’s story ended too soon, the lessons of collaboration stayed with me. Decades later, I found that same spirit of purpose and partnership in the ServiceNow ecosystem in 2 remarkable companies- Sollus and Thirdera, now a Cognizant company. Both had strong leaders who respected and valued one another, and hired leaders who would honor that strength of purpose.

Values based success has a different vibe to it!

The ROI of Unity

Unified teams deliver measurable results:

30% Greater Innovation: Collaboration brings together diverse perspectives for breakthrough ideas.
20% Higher Productivity: Aligned teams experience fewer conflicts and faster decision-making.
Enhanced Client Satisfaction: Unified teams consistently meet deadlines and exceed expectations.

Leaders like Margaret and Stephanie Fairbanks of Sollus exemplify these principles. Their ability to connect the right talent with the right needs—while prioritizing trust and collaboration—created environments where both clients and consultants thrived.

Tackling Resistance: Turning Team Friction into Fuel for Unity

Even the strongest teams can be derailed by a team member who resists collaboration—shutting others down, refusing to engage, ignoring follow-ups, or placing blame instead of taking accountability. These behaviors not only disrupt progress but also undermine trust and morale.

Often this is not malicious. The answer is in making time for generous partnership. A team vestedin each other can manage transform this resistance effectively:

1. Identify and Address Misalignment:
Begin with empathy and a private conversation. Understand the root of their behavior—whether it’s frustration, lack of clarity, or deeper personal challenges. Frame the discussion around shared goals and how their role is critical to the team’s success.

2. Lead by Example:
Actions speak louder than words. Demonstrate what “working as one” looks like by fostering openness, delivering results, and building trust. Show how unity drives positive outcomes, creating a model they can follow.

3. Reinforce Shared Goals:
Regularly tie individual contributions back to the broader mission. Highlight how their engagement can directly impact the team’s success, creating a sense of ownership and accountability.

4. Turn Conflict into Growth:
When disagreements arise, use them as teaching moments. Encourage constructive dialogue that focuses on solutions, not blame. Shift the narrative from “me vs. them” to “us vs. the challenge.”

5. Celebrate Collaborative Wins:
Acknowledge and reward even small steps toward teamwork. Recognizing progress helps build momentum and reinforces the value of unity, showing resistant members the tangible benefits of collaboration.

By addressing resistance head-on, fostering accountability, and focusing on shared goals, teams can transform disruptive behaviors into opportunities for growth. Turning friction into alignment isn’t just about salvaging a team member—it’s about strengthening the entire team’s foundation for success.

Key Behaviors That Define “Working as One”

1. Commit to Open Communication

Share updates, challenges, and goals transparently.
Encourage feedback to ensure all voices are heard.

2. Foster Accountability and Trust

Celebrate shared successes and learn from setbacks.
Build trust by delivering on commitments.

3. Embrace Cross-Functional Collaboration

Break down silos between departments.
Use tools like Slack, Jira, or Monday.com to align efforts.

4. Practice Empathy and Active Listening

Seek to understand others’ perspectives.
Show patience and flexibility when addressing challenges.

5. Focus on Shared Goals

Align efforts with common objectives.
Prioritize outcomes that benefit the whole over individual preferences.

Case Study: The Fairbanks Effect

Margaret and Stephanie Fairbanks of Sollus demonstrated how Working as One transforms projects and relationships. They matched talent with client needs while inspiring their workforce through challenges. Their shared philosophy prioritized people over processes, creating a seamless partnership that delivered remarkable results for their client. With a shared Customer Success Vision.

In fast-paced ServiceNow projects—often lasting just 90 to 180 days—this approach removed friction and enabled success, proving that unity is not just a value but a competitive advantage.

Overcoming Resistance to Unity

Even the best teams face resistance. Here’s how to address it:

Identify Misalignment: Speak privately to understand concerns and find common ground.
Lead by Example: Model the behaviors you want to see.
Celebrate Small Wins: Recognize and reward collaborative achievements to build momentum.

Embedding “Working as One” in Daily Practices

Living this value requires intentional actions:

Start Meetings with Alignment: Define clear goals upfront.
Encourage Dialogue: Create spaces where all voices can be heard.
Stay Solution-Focused: Shift conversations toward collaboration and shared success outcomes.

Conclusion: Unlocking Limitless Success Together

Working as One is a strategic blueprint for thriving in an environment of transparency, respect, trust, collaboration, and shared accountability. When we focus on values and shared success, collaboration and innovation reaches new heights, better outcomes, and greater potential.

Let us value uniting teams, clients, and partners under a common purpose for the win. We thrive on a team work with results far greater together than alone.