Maria Santos

Maria and Lisa asked targeted discovery questions about the customer's audit pain points before pitching Comply v2.

Lisa acknowledged Julia's manual effort and tied it to lost security time, reinforcing the value of the proposed solution.

Lisa proactively disclosed the March Detect incident, and Warren explicitly said the transparency increased his confidence.

Lisa proposed a concrete scoped POC and committed to a proposal timeline, securing a clear next step.

Acknowledged the outage and communication failures directly, owning the mistake rather than deflecting.

Probed for the customer's specific trust criteria and evaluation status before proposing next steps.

Secured concrete next steps: RCA, SLA discussion, Comply v2 demo, OT session, and a follow-up email.

Maria and Ananya probed Gerald's audit cycle and environment, uncovering the QSA deadline that drives urgency.

Maria directly acknowledged the March outage and offered the post-incident review without deflecting.

Maria proposed a concrete technical deep-dive and Gerald accepted, also requesting a mapping one-pager.

The POC was proposed before confirming all internal stakeholders; Warren had to raise that legal and compliance needed to be looped in.

Customer was not informed about Comply v2 GA before the call; Maria took responsibility but should ensure proactive roadmap communication in the future.

When Gerald mentioned Protect and Detect, neither vendor asked who else is involved in the decision or what timeline Forge is working toward for Detect.

Gerald said he needs substance, not faith, to take to his steering committee; the team committed to send materials today, so follow-through is critical.