Domain Sales & Account Management
Sub-domain of |
|
---|---|
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
-
Own and maintain customer data (CRM), including customer profitability.
-
Develop, execute and maintain customer segmentation and account management strategies to continuously understand customer needs and improve customer satisfaction and retention.
-
Personal contact with customers accordingto segmentation and strategy.
-
Preiodical (non-personal) data gathering of all customers.
-
Single-point-of-contact for the customer on the non-technical and strategic level.
-
Represent customer in value stream team work planning and reviews where useful.
-
Invoicing exception and customer escalation handling.
-
Ensure a smooth onboarding process for new customers.
-
Manage Customer Projects on the non-technical level to onboard customers and deliver our services.
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
-
Up-to-date data on our customers (orders, contracts, contacts)
-
Up-to-date metrics of all customers (primarily NPS, profitability)
-
Reports of bigger key customer development (for example change of buyer strategy, budget, new needs)
-
Support for VSHNeers for clarity about and communication with customers on the non-technical level
-
Collected customer feedback for Product Management
-
Documented and maintained processes of how we communicate, coordinate and work with our customers
-
Project delivery timeline and budget coordination and control
Dependencies
-
Product Management & Marketing: Go-to-market strategy, Portfolio, pricing, Sales Material.
-
Pre-Sales Process: Deciding what to offer. The only place where decisions on unclear offerings happen.
-
Solution Architects to do the Requirements Engineering and Solution Design.
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.
-