People, Process & Technology with Carrie Ingersoll

Carrie Ingersoll has amazing experience in both large and small organizations. Her entry point was a contributor in account management. She focuses heavily on the trifecta of people, process, and technology for success in a software company. Jesse and Carrie focus on the power of data for account management. Knowing what your success metrics are is so important. She shares how important it is to start with the end in mind.

Investing in Your People

Building trust with your account team and creating a culture of trust is so vital in SaaS. Listening goes a long way to build trust and keep your team on board, even in hard times.

“People help support what they create.” - Carrie Ingersoll

Defining the Process

There’s a huge relationship between Rev Ops and Account Management teams. There’s a balance between finding the right process, but also a process that doesn’t become cumbersome.

Embracing Technology

Looking for ways that technology can help you automate the parts of your process that may not necessitate the human touch can free your team up for more meaningful engagements with customers, such as detailed business reviews. These are key to uncovering the information that you need to drive retention and upsells. For example, if you are aiming to improve efficiency and timeliness of contract renewals, using automation to send personalized communications to customers to educate them about the process, and then focusing your follow-up only where needed, can make a significant difference.

Connect with Carrie