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ORG Chart Version 2 Total Addressable market, Auditing Body Independent of…
ORG Chart Version 2 Total Addressable market
Customer Portal
Instant On Queue
Self Help (T0)
Escalations
T1 ( Dmitry Support )
T2 ( Alan Support )
Resolution
Escalation
T3 ( R&D QA)
Change Order Qualifications
I cannot
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I can
I can not (limitations)
I cannot
Escalation
limitation resolved
I do not know (limitations)
Catch and Dispatch
Inside Sales
Handoff from Sales
Account Management
Project Management
Installers
Pricebook
Outbound
Usage
Internal Automation Through KMT Governance
NPS
Technical Director
Limitations(I do not know/Cannot) Gathered , Assessed , Actioned leads a direct path
T4 Development
Solution Created by RD
Knowledge Transfer to KMTGB
KMT Governance Body
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Auditing Body Independent of the teams to conduct Audits
Director of Account Operations Gus
Account Management Mike Mcdavid
Nick Cozad Account Manager 1
Brian Begly Account Manager 3
Oleksandr Enterprise Account Manager
Daniel Bastin Account Manager 2
Technical Delivery Manager Svetlana K
Project Manager Larisa S
Director of Customer Experience Shawn
Customer Service Manager Alan B
T2 Operations Rep
T1 Manager Dmitry M
T1 (*10)
T2 Technical Support rep
Knowledge Transfer Team Lead Dan I
Trainer 1 Lindsey
Trainer 3
Trainer 2 Jordan
Internal Petrosoft Trainings
Self Help Knowledge Manager Olga M
Online Operations Manager
Automations IAdministrator
Golden Standard Pricebook Administrator Victoria AKA Maxs hire
Commercial Service management
Dilemma : Management Structure / Collaboration coordination/synergy
Why Professional service are dispearced
Org Chart and teams should be built based on assumption that manager is able to evaluate the team
trying to build structure #1 concern Balanced structure
Managers need appropriate amount of resources ( based off of that person and us as a company stand aka no overloading of staff where 1 person has too many resources to manage and it creates risks
Career Mobility
Transparent structure: manager and team should have certain kpis for the team
Activities Inside Sales
NEW SALES
PROSPECTING
COLD CALLING
FOLLOWING UP ON LEADS
CONTRACT NEGOTIATION
Sales Manager
Account Management Mike Mcdavid
Nick Cozad Account Manager 1
Brian Begly Account Manager 3
Oleksandr Enterprise Account Manager
Daniel Bastin Account Manager 2
Rep 3
Rep 2
Rep 1
Enterprise Sales Rep
ACCOUNT MANAGEMENT ACTIVITES
UPSELLING
MAINTAIN EXISITING CUSTOMER RELATIONSHIPS
PREVENT ATTRITION (CHURN)
EXCEPTION REPORTING
KNOWLEDGE MANAGEMENT ACTIVITIES
MONITOR MAINTAIN IMPROVE AUTOMATIONS FOR CUSTOMER PORTAL
DELIVER TRAINING TO INTERNAL STAFF
DELIVER CUSTOMER TRAININGS
GOVERN SELF HELP
Director of Account Operations
Account Management Team Lead
Account Manager 1
Account Manager 2
Account Manager 3
Enterprise Account Manager
Delivery Team Manager
Installer 1
Installer 2
Installer 3
Pricebook
Pricebook 2
Project Manager
Technical Director
Innovation Manager
SPOS Product Owner
Lab Manager
Director of Customer Experience
Online Operations Manager
Automations IAdministrator
Golden Standard Pricebook Administrator
Customer Service Manager
T1 Manager
T1 (*10)
T2 Operations Rep
T2 Technical Support rep
Knowledge Transfer Team Lead
Internal Petrosoft Trainings
Trainer 1
Trainer 2
Trainer 3
Self Help Knowledge Manager
Director of Account Operations Gus
Account Management Team Lead
Daniel Bastin Account Manager 2
Nick Cozad Account Manager 1
Brian Begly Account Manager 3
Oleksandr Enterprise Account Manager
Delivery Team Manager Mike MCdavid
Damon Installer 1
Dan F Installer 2
Ray Installer 3
Jessica Pricebook
Ryan Pricebook 2
Technical Director Svetlana K
Innovation Manager Aaron
Lab Manager Randy
SPOS Product Owner Joe Morgan
Project Manager Larisa S
Director of Customer Experience Shawn
Customer Service Manager Alan B
T2 Operations Rep
T1 Manager Dmitry M
T1 (*10)
T2 Technical Support rep
Knowledge Transfer Team Lead Dan I
Trainer 1 Lindsey
Trainer 3
Trainer 2 Jordan
Internal Petrosoft Trainings
Self Help Knowledge Manager Olga M
Online Operations Manager
Automations IAdministrator
Golden Standard Pricebook Administrator Victoria AKA Maxs hire
VLAD Sales Manager
Bill
Russ
Anthony
Tegar Enterprise Sales Rep
Innovation Manager Aaron
Delivery Team
Dan F Installer 2
Ray Installer 3
Jessica Pricebook
Ryan Pricebook 2
Damon Installer 1
Lab Manager Randy
SPOS Product Owner Joe Morgan
Sales Manager
SR. Inside sales Rep
Inside Sales rep
Enterprise Sales Rep
VLAD Sales Manager
Bill
Russ
Anthony
Tegar Enterprise Sales Rep
Simplified Knowledge Oversight Flow
Limitation Is discovered by t1
Passed to t2 (alan) to verify
Passed to QA to verify as a change order
Bug
Passed to Dev to provide solution
Technical Director and Customer Exp Director Verify solution
Doesnt pass TD/CED
Passed back to RD to resolve
Passed TD/CED
Solution is published in Self Help
Solution is trained to staff
Customer Issue resolved
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Change (internal External)
CR process
Delivery Team