GF - Service Business

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

  • Forecasting of future revenue and cost
  • Verifying accruals and deferrals

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

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

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.

Internal IT

Purpose

Ensure communication between stakeholders during a crisis.

Accountabilities

  • Updating private contact data in the KB (https://projects.unic.com/x/g41KAQ) for emergencies.
  • Being remindful of the business continuity concept.
  • Announcing a successor if necessary and handover role.

Purpose

Represent business area in Internal IT

Accountabilities

  • Providing internal IT requirements for business area
  • Attending and contributing in Unic IT Strategy meetings
  • Implementing Unic IT Strategy in the business area

Sales & Marketing Service Business

Purpose

Build and maintain strong, long-lasting customer relationships

Accountabilities

  • Qualifying offerings from assigned customers
  • Promoting Unic services to assigned customers
  • Developing a trusted advisor relationship with customer contacts
  • Ensuring the timely and successful request fulfillment of our services according to customer needs and objectives
  • Developing new services with existing customers and/or identifying areas of improvement
  • Preparing reports on account status
  • Assisting with high severity requests or issue escalations as needed
  • Forecasting and tracking of account metrics
  • Timely update of tickets (no past dues)
  • Proposing new or changed services
  • Contacting GF - Service Business customers continuously

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

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 Metriken 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

Valuable planning, analysis and implementation of sales strategies

Accountabilities

  • Defining goals for Account Manager, Sales Consultant and Partner Manager
  • Coordinating sales campaigns with Marketing Planner
  • Providing reports and forecasts for sales planning
  • Analyzing sales metrics periodically
  • Provide updates of account classification to Service Manager

Purpose

Effective and efficient tools to collaborate

Accountabilities

  • Providing and maintaining sales folder
  • Providing and maintaining communication channels