Accounts Module Modes — Use Cases

Overview

This article covers a few different use cases for Accounts Module custom modes. If you would like to configure a new mode in your instance, please reach out to your Customer Success Manager.

 

Table of Contents

Customer Success Mode

SDR Mode

Account Manager Mode

Account Executive Mode

Sales Engineer Mode

 

Customer Success Mode

Customer Success teams can use Accounts to:

• Identify accounts with upcoming renewals
• Highlight accounts that may churn and put together a churn prevention plan
• Use to drive overall adoption health and metrics

 

Examples

• "Show me the accounts with upcoming renewals in the next two quarters with red or yellow health scores that we have not engaged within the last 7 days."
• Leverage during CSM/Manager 1:1 to understand their workload and the current state of their accounts
• Understand which Accounts have low adoption and need enablement

 

SDR Mode

SDR teams can use Accounts to:

• Track their Weekly/Quarterly activity metrics

• Conduct SDR & AE 1 on 1’s

• Understand how much SDR activity generally translates to an open opportunity

 

Examples

• Track weekly metrics for SDR activity:  "Which accounts have SDRs engaged with over the last 7 days?"; "Which accounts have not been engaged?"

• Managers can leverage this to review SDR activity over a quarter and review where their engagement led to an open opportunity.

• Track overall metrics on how much engagement over a quarter leads to new potential business from an SDR.

Account Manager Mode

Account Managers can use Accounts to:

• Understand product and upsell whitespace

• Drive customer expansion

• Mitigate churn

 

Examples

• Filter on accounts with whitespace for potential upsells.

• Understand exactly what licenses are owned by your accounts and where potential expansion opportunity exists

• Filter on accounts with low adoption, low health, and upcoming renewals to get ahead of churn

Account Executive Mode

Account Executives can use Accounts to:

• Find whitespace in their territory

• Prospecting

• Focus on target accounts

 

Examples

• Executing against named account prospecting. (i.e. Market expansion, tier 1, cloud 100)

• Out-quarter planning/pipeline generation

• Ensuring top-of-funnel pipeline. "Are you going to have enough pipeline 6 months out?"

Sales Engineer Mode

Sales Engineers can use Accounts to:

• Track SE capacity

• Manage workload / 1:1 with your Manager(SE/SE Manager)

• Understand any gaps in coverage

 

Examples

• SE’s tend to get spread too thin across many reps. SE managers can use Accounts to understand which SE’s are at capacity and better assign resources.

• Are there accounts where the SE is putting in hours, and the deal isn’t moving forward?  Accounts allows managers to understand why the deal is stuck and better allocate resources.

• "Show me accounts where an SE is assigned but has not had activity in the last 7 days."