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Agent Support Organization |
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The Solarcom Partner Services (SPS) organization is efficient and effective as we contribute to the success of our partners. These capabilities are broken down into key areas: organizational processes and tools, and people. Processes and Tools.
The Operations team also uses propriety and vendor specific tools to help them as well. Whether taking advantage of vendor pricing tools, using a quote management system, or taking advantage of predefined processes, the Operations group aggressively deploys the tools and processes. Partner Relationship Portal. A key tool is the new FOCUS Partner Portal. SPS developed this series of tools with input from the partner community. Many portals are oriented toward making processes convenient for the owner of the portal. The SPS Portal is different. This system automates things that are important to partners - quotation management, commission review, order tracking - and puts those things in one convenient place. The system is available 24 x 7, so it extends the downline functionality of the operations group. The system is configurable down to a sales representative or sub-agent salesperson level, so it becomes a true management tool for our partners. Marketing tools are available as well. The Marketing Calendar is integrated within FOCUS, providing up to the minute coverage and information about events including conference calls, webinars, local seminars, and vendor and customer events. This searchable calendar makes accessing the latest training and partner information a snap. People. The fundamental differentiator is people. Most organizations tout this, but at SPS, this is backed up by the constant interaction of our people with our partners, vendors and customers. During what has been an extended "down" time in the communications environment, SPS has been hiring. With so many experienced people seeking positions, SPS has had the luxury of choosing from the best to build its teams. At SPS, everyone is partner and customer focused. There is no back-office - everyone sits in the front office. Key positions in our organization include:
Channel Account Manager. This individual manages a group of partners. Their responsibility is the recruitment, ramping, and revenue management for a small group of selected partners. These partners are classified as Authorized Agents, Authorized Partners or Authorized Business Partners. On an ongoing basis, the Channel Account Manager (CAM) interacts with partners in person, via email and via telephone contact. A CAM will work with their partner to develop an initial business plan which includes ramp up and ongoing management. This plan is designed to help maximize the partners ability to generate new sales opportunities and grow their revenue capabilities. The plan includes training, sales team interaction, vendor involvement, and planning for sales calls and customer visits. The CAM ensures the partner has access to the marketing calendar, supports their participation in the monthly partner conference call, and works continuously to ensure all sales opportunity information is current. In addition, the CAM will bring together the specific sales and technical resources required by a partner for specific opportunities.
Partner Services Representative. This individual has two primary responsibilities. First, they manage a broader group of partners who, due to their lower volume of activity, require less daily interaction. Generally, their partner base is composed of Authorized Referral Agents, and Authorized Sales Agents. Second, they provide an inside sales point of contact for the Channel Account Managers. They become part of a virtual team on more sophisticated opportunities, allowing for greater efficiency by the entire team.
Pricing Specialist. This individual is responsible for using vendors systems, or other vendor interaction, for quotations and pricing. They manage quotations on a first in first out basis for all partners. A high level of education and understanding is maintained by the pricing specialists, for proprietary vendor systems. Finally, the efficient utilization of key processes to interact with vendor resources for other pricing and configuration requirements is a critical part of their job responsibilities.
Order Specialist. This individual utilizes vendors systems, or other interaction with vendors, to enter complete, and technically valid orders for products or services. They manage the order process from contract through to a handoff to provisioning. Orders are complex and are different for each vendor. Keeping track of the requirements of a single vendor is challenging - managing multiple vendors is an often-times daunting task. SPS provides real value - value that can be proven - to it's partners, by having smart, trained people involved in the management of vendor systems and processes.
Provisioning Specialist. Once an order has been accepted by a vendor, the provisioning specialist assumes responsibility for vendor coordination and order management. While all these functions are described in detail in the Partner Reference Manual, it should be noted the provisioning specialist potentially has the most contact with the end user customer. This position provides a real world quality check for the order to ensure customer satisfaction.
Strategic Alliance Manager. Partners benefit from a robust portfolio delivered in an appropriate and accessible manner. The Strategic Alliance Manager owns the responsibility for vendor management. This individual ensures that vendors are active participants in partner and customer marketing events, provide collateral, technical support, and address other issues in a timely and appropriate fashion.
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Solarcom Partner Services © 2004 |
Both the Partner Support and Operations teams utilize
a variety of tools to provide support for partners. Within the Partner
Support team, Channel Account Managers and Partner
Support Representatives utilize a variety of forecasting and automation support
tools to help them more support their partners.