Presente by Matt Marino, Global Head of Sales at WePay, a JPMorgan Chase company. Shared at Customer Success Summit 2018, Track 1

1. Why I Can’t Generate Revenue
With a Million Sales Reps
Matt Marino
Head of Sales
@matt_commerce

2. Why Did I Join WePay?

3. WePay’s Value Discipline: Customer Intimacy

4. A Unique Revenue Model
Conventional Sales Conventional SaaS Sales
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5. A Unique Revenue Model
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6. How the ‘Sales’ Team Was Structured
Generate leads
Actions: identify prospects, manage email campaigns, cold calling, LinkedIn,
attend trade shows, competitive analysis
Create content
Actions: a lot of time in PowerPoint, Excel and Word
Close deals
Actions: manage qualified prospects through product discovery, price and
contract negotiations
Take partners live
Actions: manage business and integration teams to ensure WePay gets
successfully integrated and the partner launches payments successfully
Manage partners
Actions: respond to client requests/issues, upsell new services
Bryan: Account Executive

7. Communication
Sales Is a Boundary Dependent Job
Business
Strategy
Communication
Business
Strategy
Client
Internal
• Other sales people
• Management
• Product specialists
• Operations
• Compliance
• Customer Support
• Finance, credit,
administrative
External
• Different buying influences
• Decision makers
• Client perceptions of:
• Needs
• WePay
• Our services
• Our value vs competition

8. Communication
Partner Success Is a Boundary Dependent Job
Business
Strategy
Communication
Business
Strategy
Client
Internal
• Other sales people
• Management
• Product specialists
• Operations
• Compliance
• Customer Support
• Finance, credit,
administrative
External
• Technical integration teams
• Product managers
• Marketing
• Finance
• Business stakeholders
• Client sales team
• Client support team

12. How We Updated the Organization
Sales
Development
Account
Executive
Partner
Success
Account
Manager
Field Technical
Services

13. The Updated WePay Partner Journey

14. Our Sales->Partner Success Handoff Checklist
1. Sales to schedule internal business review to share partner overview and plan
2. Business model: markets and verticals
3. Key contacts
4. Payments vision: what business challenge are they solving for? Why for WePay?
5. Where are they launching WePay
6. Migration opportunity and current processing relationships
7. Risk review assessment and compliance requirements
8. Established joint KPIs
9. List of agreed upon “one-offs” between Partner and WePay, and ownership for each
10.What is being integrated
11.Future opportunities identified
12.Planned integration phases
13.Requested support model
14.Sales to review contract with PS: non-standard terms, pricing schedule, revenue/profit share

15. Number of deals closed: improved by 71%
Time to close: improved by 34%
Time to go-live: improved by 30%
Attrition: <1%
Got acquired!
How Did We Do?
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16. Parting Thoughts:
• How are you incentivizing reps for the right behavior?
• Is it the right behavior based based on their job responsibilities?
• Do you have a process to ensure transparent accountability?
• Is there a holistic feedback loop to senior management?
• Is your Customer Success framework relationship or transactional?

17. Thank you!

18. Framework before
Rep: meet X quota, sign X deals - saw problems
Change boxes to reflect WePay Systems, People, Environment
Customer Characteristic
Combine Tasks and Behaviors
Market/Competive Influences