Domain Sales & Account Management

Sub-domain of

Marketing & Sales

Accountable

Sol Team

Coordinator Sales

Virag Josephsen

Coordinator Account Management

Mia Egger

Purpose

Converting potential leads into customers, nurturing existing customer relationships, and ensuring successful onboarding of new customers to contribute to business growth and customer satisfaction.

Key Responsibilities

Sales

  • Develope, run and continously evaluate sales initiatives to turn marketing leads into customers.

  • Identify upselling and cross-selling opportunities with existing customers.

  • Own and handle sales deals / RFPs until won (or lost).

  • Coordinate and support Solution Architects to ensure Requirements Engineering and Solution Design.

  • Customer receive support for self-signup and self-service.

  • Active VSHN brand and offer presentation to increase probability to close deals.

  • Price and Contract negotiation.

  • Gatherng and evaluation of relevant sales data for strategic decision-making.

  • Manage strategic sales (channel) partners together with Marketing.

Account Management

See Customer (Key) Account Manager.

  • Contractual situation with customer

  • Customer data (CRM), including customer profitability

  • Understanding of the customer’s business, needs, pains, potential gains, and priorities/timeline

  • Clarification of unclear or complex operational requests (tickets)

  • Understanding customer satisfaction

  • Invoicing exceptions

  • Customer escalations

  • Ownership and non-technical handling, communication and follow-up coordination of service incidents

  • Onboarding of new customers

  • Ownership of Customer Projects on the non-technical level

Stakeholders and Key Deliverables

Sales

  • Smooth buyer journey.

  • Continuous growth in customer base and revenue

  • Managed pipeline overview of potential deals at different stages of the sales process, including the needed metrics

  • Identified customer needs turned into product insights

  • Dashboard or other reporting of sales performance and revenue growth

  • Training on the Sales process and involved tooling

Account Management

See Customer (Key) Account Manager.

Finance / Invoicing

  • Billing issues clarified, customer pays invoices.

  • Profitability per customer, customer segments, potential bigger change in revenue, etc. for budgeting

Customer

  • Single point of contact for the customer on the non-technical and strategic level.

Strategy and Sales

  • Documented segmentation of customers based on useful criteria

  • Profitability per customer and customer segments

Engineers and Product Owners

  • Structured and readily available customer and contract information (in ERP)

  • Communication and refinement of complex or unclear customer requests

  • Documented customer insights

  • Customer satisfaction metrics and documented feedback

  • Customer (project) representation in value stream teams (for example, Sprint Reviews)

Key Metrics

Sales

  • Sales Pipline figures (leads, deals offered, sold, lost): recurring per month and one-time revenue, with probability and timeline

Account Management

  • Profibatiliy per Customer (revenue, effort, contribution margin)

  • Customer NPS (or similar)

Dependencies

Definition of Done

To be defined as we learn more.
Onboarding

  • Customer knows all non-technical things about VSHN (how to work together), where to find documentation, etc.

  • Customer knows who to to contact how for non-technical inquiries.

  • Customer set up for self-service (for example APPUiO) and relevant supporting systems (Portal, Jira, Chat, etc.)

  • Correct recurring and one-time invoicing ensured.

  • Buyer to onboarding journey feedback collected, where useful.