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How to work with your salesforce contacts
Michael Scherbaum is a partner field development at Salesforce. The document provides information on Salesforce's org structure and coverage model. It explains that account executives are aligned by customer size and some have industry overlays. It also outlines Salesforce's engagement model and the roles and responsibilities of various Salesforce players like the account executive, solution engineer, regional vice president, and customer success manager. It provides best practices around opportunity management when working with partners and outlines what a targeted attainment plan may include like the quarterly ACV plan, key deals, campaigns, and account engagement.
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How to work with your salesforce contacts
- 1. Michael Scherbaum Partner FieldDevelopment – Pre-Sales mscherbaum@salesforce.com @mscherbaum How to work with your Salesforce Contacts
- 2. Know Salesforce’s OrgStructure Coverage Model Our AEs are aligned by customer size with overlays for some verticals e.g. GB covers up to 1.5k employee companies, excluding Named Accounts CBU/EBU Vert Coverage Depending on Market CBU has overlays for specific industries, while the EBU can have dedicated resources per Industries How is our business structured? Who should you be talking to? FinServ Healthcare EB U GB MM SMB ESB Commercial Small Business Consumer EBU 1500 emp. GB 350-1499 emp MM 100-349 emp SMB 20-99 emp ESB 1-19 emp
- 3. Engagement Model Relationship Contracts –New Business Add-On Licenses New Product Demos Product Adoption Renewals Governance Technical Escalations zCustomer Success Usage + Adoption Customer Success Manager (Salesforce program and best practice expert) Sales Team Owns Customer Success Group Owns zDirect Sales Evaluation + Contracts Sales EngineerAccount Executive RVP Co-Prime Cloud Specialists
- 4. Now, Let’s TakeA Closer Look at What Makes the Salesforce Players Tick
- 5. Responsibilities Grow ACVthrough upgrades, new products, and expanding into new areas of business Goal is to be a trusted advisor Cares About $$$! CBU AEs carry on average $1m+ annual quota Closing deals quickly and efficiently Surpassing quota every EOQ and EOY (January 31st) Being knowledgeable about her territory. What Does Success Look Like? White space penetration Solution selling New logos Customer retention Claire: AE Account Executive
- 6. Responsibilities Analyzing acustomer’s data needs Suggesting Salesforce and ISV solutions that solve the customer’s pain points Cares About Dependable products Product updates and technology roadmaps Integration capabilities and requirements What Does Success Look Like? Successfully interpret a customer’s needs and supplying solutions that fit them Well versed on the particulars of ISV applications as well as Salesforce products Michael: SE Solution Engineer
- 7. Responsibilities Generate interestand secure ACV through, specific products SalesforceIQ – Pardot – Marketing Cloud, and expanding into new areas of business Goal is to be a trusted advisor + change agent Cares About Surpassing quota every EOQ and EOY (January 31st) Being knowledgeable about specific Products. Help our AEs feel in control by keeping them informed. What Does Success Look Like? White space penetration Engaging deeper with existing Clients & Prospects Jamie: Co-Prime Cloud Specialist
- 8. Responsibilities Grow team’sACV through upgrades, new products, renewals, and expanding into new user groups Manage conflict within the patch Coach AEs on best practices Cares About Growing ACV and the team’s skillset Finding unique ways driving new revenue with existing and new customers Surpassing quota every EOQ and EOY (January 31st) What Does Success Look Like? White space penetration Conflict resolution A team that’s well connected with their customers and the Partner Community Richard: RVP Regional Vice President
- 9. Responsibilities Increasing customer’sproductivity, product adoption, time to value, and ROI Customer-specific implementation and adoption plans Detailed release planning and customer workshops Cares About Growing account revenue by identifying new product opportunities; paid only on Salesforce products Introducing new departments, new use cases What Does Success Look Like? Increased renewals – lower attrition Few red accounts Customer retention Steve: CSM Customer Success Manager
- 10. Become Enabled inSelling with Salesforce We Sell as a Team: Leverage the Account and Customer Success Teams Customer Success Manager Account Executive & RVP Renewal Manager Success/Support Agents Pre-Sales (Account Team) Post-Sales (Customer Success Team) Renewal Sales Engineer Partner Implementation Co-Prime Partner Account Executive
- 11. Best Practices: OpportunityManagement For Opportunities your company is tagged as Sourced or Joint Sales • Partner discovery (Details needed for PL acceptance) • PL reviewed and Accepted. If not clear notes PL to be rejected. • Partners sharing in – depth case notes with AE to review opportunity • Introduction to Account Executive • Joint discovery call • Opportunity review with Co-Primer/SE/Partner/AE • Decision on Custom Demo (Either Salesforce SE or Partners) • 2nd discovery with Co-Primer/SE/Partner • Opportunity review and agree on next steps 01 – Identifying An Opportunity 02 – Determining problem, impact 02 – 03 – Validating Benefits & Value
- 12. 04 - Confirming Valuewith Power • Custom demo delivery with partner on site • License count confirmation • Ideally outline Mutual Close Plan (MCP) and next steps (YES or NO by a certain date) • SOW to be completed • Service Start Date and license type agreed • Agreement with client on proposal and pricing • Introduction to RVP/ AVP if required • YES or NO on SOW and Licenses Proposal • AE & Partners chasing up SOW and signed Licenses proposal 04 – Confirming Value with Power 05 – Negotiation $$ & Mutual Close Plan 06 – Finalizing Closure Best Practices: Opportunity Management For Opportunities your company is tagged as Sourced or Joint Sales
- 13. Working with AE/PAMto build Specific Target Attainment Plan
- 14. Quarter ACV Plan QTRPriorities Top Priorities Quarter Goal 1 2 3 QTR Key Deal Overview Quota Runrate Key Deals Large Deals Total Attainment % Month 1 $0 % Month 2 $0 % Month 3 $0 % Total $0 $0 $0 $0 $0 % QTR Key Deal Overview Must Hit Deals (75% Probability) Must Hit Deals (50% Probability) Long Shot Deals (25% Probability) Account Name Close Week Value Account Name Close Week Value Account Name Close Week Value Total $0 Total $0 Total $0 75% of total $0 50% of total $0 25% of total $0
- 15. Quarter - Engagementplan Campaigns, Call Downs, Webinars - What CTA’s will I own this QTR Campaign / Call Down Month Objective Expected Pipeline 1 2 3 4 5 Events - What events will I run this QTR Campaign / Call Down Month # of Attendees Expected Pipeline 1 2 3 4 5 Key Accounts - Which Core Accounts will engage this QTR Campaign / Call Down Month Objective Expected Pipeline 1 2 3 4 5
- 16.