Kevin James

Good evening. Thank you so much. My name is Kevin Thomas Eames. I'm from Kerala, India. I'm an MBA graduate. I finished my graduation in 2016. After that, I joined a company called MS International. I was acting as a sales associate over there. Once after that, I joined a firm called Trustcini, which is an online reputation management firm, and I was acting as an onboarding specialist over there, which was related to the customer success department. And my third job was as a customer success digital customer success specialist at Infoblox, which is a cyber security firm. And my current job is at Bound, where I was acting as a customer success renewal specialist. That's a professional summary of mine. But my family consists of 6 members: my wife, father, mother, brother, and sister. So it's a complete nuclear family. That's a short brief about myself.

We will discuss with higher management the potential discount we can offer to the customer. Then, we'll have a chat with the customer to make them understand the new products and new product updates. If they're not willing, we will show a demo and implement the demo environment to show them the potential of our product. If they still don't want to proceed, we'll just demo it like that. We'll also offer them a maximum discount if it's a yearly budget or a quarterly budget, and we'll try to put them into a 2-year or 3-year contract. That's the scenario I mean, the situation I'd like to proceed with them.

Hi, I'm a customer success specialist from the company called Uplaza. I was just introducing our products and platforms. I'll be your new account manager for your company, and I'll be introducing you to our products and updates. Also, we have a few product enhancements happening this week. I'll be explaining those as well. We'll be having some recorded sessions. After the session, I'll be sharing some of the links with you on Google Drive. Let me start the session.

I had a customer called Zoning Music Entertainment when I was working with Infoblox. I believe that was a cyber security firm for me. I already interviewed you. This is a cyber security firm. And they were actually not agreeing with our adding one more product to their platform. So they were having a different set of primary, flagship product. And I was trying to include blocks on DDA as well because blocks on DDA means if they have multiple locations all over the world, I can just sell them. I can do a cross sell, and they can just make them understand the usage. I mean, the advantage of blocks on DDI is having to a customer who has a couple of locations all around the world, they can interact easily. So they can communicate easily and the cybersecurity side as well. They can protect their environment by blocks on DDI. So, initially, they were not agreeing for that, and a couple of times I had explained the same, and I had shown a demo of the same. So they were interested in that. Then we got into a mutual agreement. And we had offered them initially with a 1-year contract. And after that, the client was very happy with that particular product and then became a long-term partner. We reached a mutual agreement to increase the contract to 5 years. So I believe that was one of the things.

I have given a lot of company with the products and updates. So, but still, you know, we had a resource for a couple of customers then. They were actually not interested in buying so many products from our end. So, I believe on that particular time, we were doing a cross sell. In the sense, I just mentioned in my previous question, that we were doing Crozil as well. So, Absa and Crozil was a part of that, and the client was actually not happy to increase the quantity of a particular product. So, we tried to improve the sales. We tried to do cross sells as well. That is actually meant for closed sold services. If a customer is having one of our flagship products, we will just try to introduce them to a new product as well. That's how it works. Though they were happy with our demo and presentation or our implementation strategy and how it is beneficial for their environment, then, they would try to purchase the product. And also, we would give a good discount initially. And once it is running, in the future down the line somewhere in time, we can increase the price of the product as well according to the usage.

I have even with the engineering team as well as the support team, we have a good relationship even from the sales perspective. If I'm acting as an account manager, I'll have a good relationship and keep trying to keep a good rapport with that because most of the tickets and requests, I mean, requests and issues, will be firstly reported to account managers, I believe, or the customer success specialist. So first of all, we'll just try to understand the case or the issue or the request they have, and then I'll discuss with the proper concerned department. If it is from the support team, then I will just contact the support team. So I'm very happy with that. We're creating a good rapport with them. Because whenever we have a lack in some of the products, we can just directly address them and ask them. Can we just, like, get an explanation that will be good for us, particularly for the product, to selling out or if there's a backend application scenario happening, then we can just discuss with the engineering team as well. So I'm very good with that as well.

So, first of all, when we're doing a quarterly business report, we'll just generate the sales of ARR. And, also, I'll just try to include the uplift amount which we had. Then, according to that, the future uplift amount, we'll be including that as well. So whenever we're giving a sales percentage to the custom, I mean, to the senior leadership team, they will have a proper picture because they'll be having a presentation, they'll have a proper picture of that particular thing. And next time when we're doing the next uplift, we will just mark the same according to the previous quarter. This change has happened over there, and this is a kind of good uplift that has happened over here. So that uplift can be calculated and in the future quarters or future quarterly presentations, they can easily understand how much growth they can have. That's one thing I'll just try to include. And the second thing is addressing the achievements. Oh, that's one of the main things because of how many cross-sells and upsells had happened over here and what kind of potential has happened in the sales scenario. So that's also what I'll be updating.

So it's methodology in the sense I can clearly mention the upsets and grocers. Also, from the renewal side, we'll just try to increase the quantity as well. If they've made them familiar with the new product as well from the company perspective there, I'm interested in that also. The company is what we do for one year, then I'll just try to make them for two years or three years if they're interested. And also, we can just give them a reduction in pricing as well, for two or three years. If it's two or three years, we can just try to give them a good discount. So like that, we can just use the methodology. That's one of the specific sales methodologies I can use to consistently meet and exceed my sales quotas.

CRM is one of the main things we need to use in Salesforce because I'm still using Salesforce and also Zendesk. This is one of the two CRMs I'm very familiar with. So Salesforce will give proper sales updates and provide a dashboard on how many sales have happened, how many have been closed, and what kind of accounts we have lost. That kind of reporting is provided by Salesforce, making CRM one of the main tools we can depend on. Instead of giving a QVR quarterly business review to a customer or senior relationship team, we can easily go to the CRM, pull the relevant data, and update it. The CRM is one of the main useful tools over here, I believe.