In the fast-paced world of enterprise sales, the success of your customer onboarding process hinges on the organization, goal-setting, and methodical accountability of your Account Team. OnRamp’s Head of Sales, Peter Huebner, shares invaluable insights on how to ensure your team is not only organized, but also strategically aligned to achieve your goals.
Get Your Team Organized
Define Roles Clearly:
When it comes to customer onboarding, clarity is key. Establish a well-defined Account Team with specific roles for each member. From Sales leads and Account Managers to Customer Support, Sales Engineers, and Executive Sponsors, every member should have a distinct responsibility. This eliminates ambiguity and ensures everyone knows their part in the process.
Accountability Matters:
Make sure the responsibilities are crystal clear. Who handles upselling, renewals, technical queries, and day-to-day customer operations? Spell it out comprehensively, leaving no room for confusion. This not only streamlines operations but also enhances team collaboration and efficiency.
Set Your Goals for the Account
Craft a Comprehensive Account Plan (AP):
Success begins with a well-thought-out plan. For each key account, create a detailed Account Plan. This document, overseen by the revenue lead for the account, outlines the team's goals and strategies for the year. Use a template to maintain consistency, starting with a clear overarching goal like "Turn XYZ customer into a 7-figure account."
Thoroughly Assess the Landscape:
Map out vital company statistics, identify business trends, and understand your position within the organization. Use an organizational chart, pinpointing your strongest and weakest relationship points. Be honest about your knowledge gaps and vulnerabilities. This step is not about perfection, but about creating a thorough and critical understanding of your account.
Create a 12-Month Action Plan:
Outline the steps required to achieve your headline goal. Assign team members to specific tasks, attach due dates, and don't hesitate to involve executives and board advisors. Key accounts demand a collaborative effort, and it's crucial that everyone is fully committed to the plan.
Get Methodical and Stay Accountable
Quarterly Account Reviews:
Account Plans are dynamic documents that need regular attention. Conduct quarterly reviews for each account, dedicating 20-30 minutes to assess progress, identify gaps, and adjust strategies accordingly. Make these meetings comprehensive, with active participation from executives across the organization. This ensures alignment and a shared understanding of expectations from key accounts.
Weekly Team Meetings:
Keep the momentum going with weekly team meetings. While these may feel like readouts, ensure the Account Plan is a constant reference point. The Account lead should guide discussions, confirming that action plan steps are on track. Use the Account Plan as your North star, pulling in additional team members as needed to guarantee successful execution.
By implementing these strategies, your Account Team will not only be organized, but also empowered to meet and exceed the goals set for your key accounts. Remember, success in customer onboarding is a collaborative effort that requires continuous refinement and a commitment to excellence, especially with enterprise accounts.
