Auftragsgewinnung CH
Purpose
Gepflegte und erfolgreiche Kundenbeziehung mit unseren Standard Accounts
Accountabilities
- Pflegen von aktuellen Kunden- und Kontaktdaten, der Kontakthistorie, der Opportunities/Pipeline und des Bestelleingangs in Salesforce
- Pflege der existierenden Kundenverzeichnisse im Digital Workplace
- Verantwortung des Angebotsprozess bei den zugewiesenen Accounts
- Entwicklung von neuen Opportunities
- Verbesserung der Kundenloyalität mittels Festigung bestehender und Aufbau neuer Beziehungen
CoP DevOps
Purpose
Is a part of the CoP and helps define best practices for DevOps at Unic
Accountabilities
- lends his / her experience in regards to DevOps to the circle
- helps to create and document best practice standards for DevOps at Unic
Purpose
Joins workshops with the external coaching provider and documents and shares outcomes with the circle
Accountabilities
- Participates in workshops with the external coaching provider
- Documents outcomes and decisions of the workshops
- Shares the outcome of the workshops with the circle
GF - Service Business
Purpose
Reliable rolling forecast for FTE and sales planning
Accountabilities
- Coordinate FTE planning with the subcircle lead links
- Create and update sales planning
Purpose
Creates and applies sales strategies for services
Accountabilities
- Developing a growth strategy focused both on financial gain and customer satisfaction
- Qualifying offerings
- Providing information on new sales strategies to sales
- Initiating service design and service transition projects
- Defining yearly/quarterly objectives for sales and account manager
- Coaching of service strategy roles in service business
- Coordinating activities with marketing planner role
- Defining Service Development process
- Drafting and publishing templates for new services (powerpoint and word)
Purpose
Financial figures we can rely on
Accountabilities
- Perform monthly closing of GF Service-Business financials
- Verify accruals and deferrals
- Update financial metrics for GF Service-Business and GCC tactical
- Support @Finance in the contribution margin accounting (quarterly)
- Calculate the Dynatrace invoice allocation for @Finance (quarterly)
Purpose
Correct invoices sent on time
Accountabilities
- Creation of invoices
- Correct and approved invoices
- Add invoices to bookkeeping tool
- Verify billable items versus customer contract
Purpose
Ensures that an escalated incident is taken care of
Accountabilities
- Available for @24/7 On-Call if a major incident occurs
- Identifies major incidents and handles the major incident process
- Searches for additional resources during escalated incident
- Coordinates and handles communication with stakeholders during an escalated incident
- Addresses escalated incidents 7/10
Purpose
Coordinate project handover from service strategy
Accountabilities
- Handing over projects from service strategy
- Adding and maintaining projects on the "Setup Planning"
Purpose
Ensures quality of Implementation-Projects
Accountabilities
- Correct communication for project fitness
- Planning and Communication during a Project
- Handover to the Service-Manager in the Operation Circle
- Projects are staffed sufficient to reach the deadlines or match priority.
Purpose
Im Super-Kreis hat der Rep Link den Purpose des Unter-Kreises; im Sub-Kreis lautet der Purpose des Rep Link: Kanalisieren und Lösen von Spannungen hinsichtlich des Prozesses im Super-Kreis.
Accountabilities
- Beseitigt Beschränkungen in der erweiterten Organisation, die den Sub-Kreis begrenzen
- Bemüht sich darum, Spannungen zu verstehen, die von den Sub-Kreismitgliedern ausgehen, und bestimmt diejenigen, die in den Super-Kreis weiterkommen
- Bietet dem Super-Kreis Übersicht über den Zustand des Sub-Kreises, einschließlich Berichte über Probleme mit Metriken oder Checklisten, die dem gesamten Sub-Kreis zugeordnet wurden
Purpose
Successful, constant and resilient customer relationship
Accountabilities
- Facilitate service meetings with the customer
- Appropriate reporting for the customer
- Communication between customer, account manager and teams
- SLA compliance
- Access management
- Adresses customer and service lifecycle topics
- Keep customer information up to date (https://projects.unic.com/x/Fx2GBQ)
- Service- and change-requests advisor
- Coordinate problem management
Internal IT
Purpose
This role is technical responsible for his component according to the Internal Service Portfolio: https://projects.unic.com/x/FRcoAQ
Accountabilities
- Defining the component roadmap
- Defining and reporting Service Levels and KPIs
- Supporting in the upgrade process
- Informing stakeholders about component changes
Sales & Marketing Service Business
Purpose
Build and maintain strong, long-lasting customer relationships
Accountabilities
- Improving customer loyalty by strengthening existing relationships and building new ones, as well as networking Unic employees with the customer
- Maintain current customer and contact data, contact history, opportunities/pipeline and order intake in Salesforce
- Planning and implementation of measures for the assigned clients by the own person, the client team and third parties
- Managing the proposal process for the assigned accounts
- Developing new services with existing customers and/or identifying areas of improvement
- Promoting Unic services to assigned customers
- Creation and annual adaptation of the customer plans of the assigned accounts
- Escalation internally and towards the customer in case of major deviations from the customer plan, from the SLA and more serious problems in customer satisfaction
Purpose
Manages the day to day marketing activities of the circle.
Accountabilities
- Initiating and coordinating campaign team
- Creating and updating campaigns in the relevant tools
- Developing the detailed campaign concept (messages, offering, communications plan)
- Providing more details in goals, costs, resources and other investments
- Implementing all campaign actions together with the campaign team
- Managing the invitations (screening, distribution, reminder)
- Monitoring and reporting on effectiveness of marketing communications
Purpose
Enable capacity planning process by providing timely information
Accountabilities
- Providing information on existing customer changes (capacity increases, decreases or contract cancellations) as well as new customer expected: Number of Servers, Sizing and expected date of change
Purpose
The purpose is to create meaningful content for (potential) service business customers and other interested parties for distribution via suitable communication channels.
Accountabilities
- Researching for and writing of articles such as blogs, event informations, white papers, factsheets etc. for unic.com and other platforms and channels (e. g. newsletter, mailings etc.)
- Proofreading and revision of texts for publication
- Briefing and coordinating of authors
- Ghostwriting
- Creating and updating the texts for the proposal templates
- Creating and updating the slides for proposals
Purpose
Make sure that the Services Frontdesk is up to date
Accountabilities
- Managing Frontdesk Tickets for Services
- Checking due dates and assignees weekly
- Opening opportunities related to Frontdesk Tickets in Salesforce
Purpose
Der Lead Link hat den Purpose des Gesamtkreises.
Accountabilities
- Strukturiert die Governance des Kreises, um seinen Purpose und seine Verantwortlichkeiten zu aktivieren
- Teilt den Kreisrollen Partner zu; überwacht die Übereinstimmung; bietet Feedback zur Optimierung der Übereinstimmung; teilt ggf. weiteren Partnern Rollen neu zu, falls dies der Optimierung der Übereinstimmung dient
- Teilt die Ressourcen des Kreises seinen verschiedenen Projekten und/oder Rollen zu
- Bestimmt Prioritäten und Strategien für den Kreis
- Definiert Kennzahlen für den Kreis
- Beseitigt Beschränkungen vom Kreis zum Super-Kreis durch Aktivieren seines Purpose und seiner Verantwortlichkeiten
Purpose
Creates effective and efficient marketing strategy for the circle.
Accountabilities
- Overseeing the circle's marketing budget
- Developing the marketing strategy in line with the company objectives
- Qualifying campaigns
- Annual planning of campaigns
- Handover to Campaign Manager
- Developing rough campaign concept (goals, campaign type, customer benefit description, offering, content ideas, campaign channels)
- Forwarding marketing inquiries
Purpose
Ensures the quality of the proposal by reviewing the content and calculation.
Accountabilities
- Reviewing the proposals and calculations
- Signing the proposals and calculations
- Timely update of tickets (no past dues)
- Negotiates and signs contracts
Purpose
Generating leads from the partners channel
Accountabilities
- Managing new and existing client relationships with all partner
- Positioning Unic services in the partners channel
- Coordinating activities together with the Projects partner manager
- Communicating actions and information to the partners
Purpose
Collaborates with members of the sales and project teams to ensure the proposal and its content is complete, accurate, and timely.
Accountabilities
- Managing and updating Frontdesk tickets
- Representing the circle during the qualification process
- Organizing required resources to submit the proposals
- Managing content and calculation for proposals
- Collaborating with members of other circles to ensure content is complete, accurate, and timely.
- Improving efficiency by standardization of the proposal process
- Timely update of tickets (no past dues)
- Collecting and updating of text snippets for offers and contracts
Purpose
The sales consultant manages the sales funnel of the circle.
Accountabilities
- Monitoring sales pipeline
- Analyzing market trends
- Collaborating with other circles to prepare common sales strategies
- Evaluating prospective customers and new target segments
- Promoting and selling products or services
- Timely update of tickets (no past dues)
Purpose
Verwalten und Stabilisieren der formalen Aufzeichnungen des Kreises und des Verfahrens zur Führung von Aufzeichnungen.
Accountabilities
- Planung der erforderlichen Meetings des Kreises und Informieren sämtlicher Kernkreis-Mitglieder über Zeit und Ort der Meetings
- Aufnahme und Veröffentlichung der erforderlichen Meetings des Kreises, Führen einer Übersicht über die aktuelle Governance, Checklistenpunkte und Kennzahlen des Kreises
- Auslegung der Governance und der Verfassung auf Anfrage
Purpose
Effective and efficient tools to collaborate
Accountabilities
- Providing and maintaining sales folder
- Providing and maintaining communication channels
Unic Marketing
Purpose
Qualitativ hochstehende Inhaltselemente für Word und Powerpoint
Accountabilities
- Entwicklung der Content Assets mit Text- und Slide-Inhalten