Salesforce for Account Managers

As an Account Manager, your day-to-day will be structured around your interaction with Salesforce. 
 

This course covers the key aspects of the tools in your arsenal, from using your Partner Report as your game plan, to measuring your success.

Partner Accounts for Account Managers

Account Detail

Partner accounts are largely the same for Account Managers (AMs) as they are for the Welcome Team (WT) but you'll need to keep track of some slightly different things. 
Over the next few pages, we'll walk through each of the main sections, and the key pieces of information to look out for and maintain.

The Account Detail section details some of the more basic information to do with the partner, and your interaction with them:

Account Information

The 'Account Information' section is automatically populated and instrumental to the structure of your partner report, and prioritising your game plans.

Business Plan

The 'Business Plan' section is a snapshot of their current relationship with Receipt Bank, including where the Account Manager is trying to get them to.

Opportunities and Contacts

'Opportunities' is a list of all the clients (present and past) that have existed on the partner's dashboard, along with their CRN numbers.

'Contacts' on the other hand lists all the users on Receipt Bank, along with their privilege and any specific information you think is noteworthy, such as their role within the company.

Active Notes

There should always be an active, open task called 'Account Management Notes' that contains all of your ongoing notes from interactions with the partner.  

This task is absolutely crucial to keeping on top of the partner, especially if another AM becomes involved or you're temporarily unable to work with them for any reason.

Remember; there's only two immediately fireable offences - gross misconduct, and not keeping Salesforce up-to-date!

Adding Users to Training

New contacts will need to be added to our online training platform. 

By completing Receipt Bank's basic training, they'll have enough knowledge to prevent your calls getting too bogged-down in basic support.

  1. Navigate to the Litmos tab in Salesforce (click the + icon in the tool bar, then select Litmos on the next page).

  2. Click ‘People:’

  3. Click ‘Import Contacts etc. from SalesForce in bulk’Screen Shot 2015-05-03 at 20.51.26.png

  4. Click ‘Import Contacts from Salesforce’

  5. Search for the ACCOUNT on the next page (i.e. LiveCA rather than Chad Davis):Screen Shot 2015-05-03 at 20.52.04.png

  6. Select the user on the next page, select ‘Send Login Emails:’Screen Shot 2015-05-03 at 20.52.30.png

    1. You can assign users to courses while importing them:

        Screen Shot 2015-06-08 at 14.37.22.png

    1. Then click “Import”

  1. Within the user details, you can then assign them to the course of your choice:

    1. From the ‘People’ tab

    2. Or from the Course itself:Screen Shot 2015-05-03 at 20.53.24.png

 
  1. The user will automatically receive their login information, which they have complete control over.

  2. Add the User to the relevant course - if you’re not sure then ask a fellow member of the Welcome Team.

What is the best way to find out what the outcome was of a conversation you had with a Partner 6 months ago?

  • By looking in the 'Active AM Notes' task.
  • By finding the phone call in the 'Activities' list.
  • By emailing the Partner ahead of the call.

Where do you go to access Litmos, so you can set Users up on Receipt Bank's Training courses?

  • The '+' tab in Salesforce's toolbar
  • The Contact level
  • The Welcome Team dashboard

Your Partner Report

Importance

Much more than simply a list of all the accounts you manage, your partner report is your game plan, open all day, every day in Salesforce. 

At a glance you can see how many clients each of your partners has, how many they've repurposed, and whether they're ready to start planning for the next stage in their cloud bookkeeping journey. 

You'll only need to go deeper into an account itself when you start planning your attack.

Let's look at its format in more detail.

Structure

To some extent you can customise the layout of your partner report, but it will always contain the following:

Organisation

Your partner report is arranged in blocks, based on the league table (from top to bottom):

  • Champions League
  • Premiership
  • 1st Division
  • 2nd Division

Within these, RB Account Statuses are grouped together (from top to bottom):

  • Key Account Management
  • Handover
  • Fast-Track
  • Active in AM

This structure keeps those accounts you need to spend the most time with at the top of your list, while those with less potential are moved down.

Please note that those without a league sit right at the top.

Other than assessing day-by-day, how can you know where you'll get business plans down the line?

  • By monitoring the call status on the account.
  • By using your partner report to gauge how many clients a partner has repurposed compared to their business plan.
  • By asking the Welcome Team if they've anyone they can quickly graduate to you.

Which field records which of your Partners are higher priority than others?

  • Business Plan Aim
  • Account Status
  • League Table

The Account Management Dashboard

What is the Account Management Dashboard?

While your Partner Report is open in your browser all day every day to help strategize your plans to nurture partners and gain business plans, the dashboard is provided to you automatically once a day to help measure your success, and that of the team as a whole.

It contains numerous graphs and charts to help you know if you're on track to meet this month's (or this quarter's) quota, and how quickly your partners are repurposing clients. At it's core, the dashboard puts your efforts in a wider context.

Which Report shows the number of Clients churned this week?

Which Report shows how many clients each AM has added this month?

Notes, Tasks and Events

Tasks and Events

Tasks and events are an important part of using Salesforce. 

The task list is essentially a "to-do" list. You can be sent additional tasks by other members of the team and can view them in additional detail by clicking on them, let's take a look.

Here you have a summary of tasks, their status, any due date, and other info like who created them in the first place. 

The events view is a calendar of, surprisingly, events that you have been added to. The Salesforce calendar feature integrates and shares data with Google calendar via a third party service called Cirrus, so all the information you need is available in Salesforce. 

This is an example of the calendar view, it can be broken down to a daily, weekly or monthly timescale. 

Notes

Within every Task or Event in Salesforce is a section labelled to enter any notes associated with it. In Tasks, this is called 'Comments,' and in Events this is the 'Description:'

These can include:

  • Minutes of the call and information gained;
  • Plans for the meeting;
  • Information on how the task is progressing;
  • Basically, anything that you need to know about that task or event!

Notes are incredibly important.

We should always strive to include as many detailed notes as possible so that we're able to keep track of what's happening on an individual account, but also so that our colleagues can see what's going on if they have to deal with an account while you're not around.

Remember - there's only two immediately fireable offences: gross misconduct, and not keeping Salesforce up-to-date!