how to work with your salesforce contacts

Michael ScherbaumPartner Field Development – Pre-Sales

[email protected]@mscherbaum

How to work with your Salesforce Contacts

mailto:[email protected]

mailto:[email protected]

Know Salesforce’s Org Structure

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

EBU

GB

MM

SMB

ESB

Commercial

SmallBusiness

Consumer

EBU 1500 emp.

GB 350-1499 emp

MM 100-349 emp

SMB 20-99 emp

ESB 1-19 emp

Engagement Model

RelationshipContracts – New BusinessAdd-On LicensesNew Product Demos

Product AdoptionRenewalsGovernanceTechnical Escalations

zCustomer SuccessUsage + Adoption

Customer Success Manager(Salesforce program and best practice expert)

Sales Team Owns

Customer Success

Group Owns

zDirect SalesEvaluation + Contracts

Sales Engineer Account Executive

RVP Co-Prime Cloud Specialists

Now, Let’s Take A Closer Look at What Makes the Salesforce Players Tick

Responsibilities

Grow ACV through 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: AEAccount Executive

Responsibilities

Analyzing a customer’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


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: SESolution Engineer

Responsibilities

Generate interest and 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


Being knowledgeable about specific Products. Help our AEs feel in control by keeping them informed.



Engaging deeper with existing Clients & Prospects

Jamie: Co-PrimeCloud Specialist

Responsibilities

Grow team’s ACV 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




Conflict resolution

A team that’s well connected with their customers and the Partner Community

Richard: RVPRegional Vice President

Responsibilities

Increasing customer’s productivity, 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


Increased renewals – lower attrition

Few red accounts

Customer retention

Steve: CSMCustomer Success Manager

Become Enabled in Selling with SalesforceWe Sell as a Team: Leverage the Account and Customer Success Teams

Customer Success Manager

Account Executive

&RVP

Renewal Manager

Success/SupportAgents

Pre-Sales (Account Team)

Post-Sales(Customer

Success Team)

Renewal

Sales Engineer

Partner Implementation

Co-Prime Partner

Account Executive

Best Practices: Opportunity ManagementFor 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

04 - Confirming Value with 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 ManagementFor Opportunities your company is tagged as Sourced or Joint Sales

Working with AE/PAM to build Specific Target Attainment Plan

Quarter ACV PlanQTR Priorities

Top Priorities Quarter Goal1 2 3

QTR Key Deal Overview

Quota Runrate Key Deals Large Deals TotalAttainment

%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 NameClose Week Value Account Name Close Week Value Account Name

Close Week Value

Total $0 Total $0 Total $075% of total $0 50% of total $0 25% of total $0

Quarter - Engagement planCampaigns, Call Downs, Webinars - What CTA’s will I own this QTR

Campaign / Call Down Month Objective Expected Pipeline1

2

3

4

5

Events - What events will I run this QTR

Campaign / Call Down Month # of Attendees Expected Pipeline1

2

3

4

5

Key Accounts - Which Core Accounts will engage this QTR

Campaign / Call Down Month Objective Expected Pipeline1

2

3

4

5

Thank Y u