RookieSaaS

Senior Account Executive

How to handle a frustrated SE?

Ok so I've dealt with this a lot lately. My SE is the most easily baffled human being ever, at times he's openly mocked my prospects if they seem to ask a question that seems obvious to him. I've spoken to him about this but damn does that dude not understand how to handle situations?

His voice legit hits the roof if he's got to repeat a concept twice.

He's still the best SE on the floor for the products I handle(sigh).

any help on tackling this? 🤦🏻‍♀️🤦🏻‍♀️

🧠 Advice

😤 Conflict Resolution

☁️ Software Tech

14 comments

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CuriousFox

WR Officer

🦊

Take it to management. This has to be coached by a higher level.

DFWSpartan2013

Opinionated

Presales Manager

As an SE, you’ve got to take this to his team management. This is unacceptable if true. It doesn’t matter how good of an SE you are you can’t be talking down to prospects or losing your cool. I’ve had to demo the same concept to the same company to the same people multiple times. It’s part of the gig.

CuriousFox

WR Officer

🦊

I could hug you for the honesty. Thank you!

DFWSpartan2013

Opinionated

Presales Manager

Of course, I’ll tell you I’ve seen good SE programs and bad. I recently moved to a much bigger company still in this role and it’s crazy how much more they stress what I said. We’re still in the sales process and what we say, do and how we act is still critical to sales process. I hate SEs that give us this type of reputation with some reps

FromaBlankPerspective

Politicker

District Manager

I second @CuriousFox, and would also say to ramp up your training if possible. The sooner you can run meetings without him, the sooner this isn’t your problem anymore!

draculina

Fire Starter

process development specialist

He's not frustrated, he's frustrating.
Also how can he be a good SE if he mocks and screams at the customers?

MinisterOfChaos

Politicker

Commercial Account Executive

Do you record the demos?

If so, start listening back to those points about the solution that you're still struggling with. That'll help you get up to speed quicker per @FromaBlankPerspective's comment.

Sunbunny31

Politicker

Sr Sales Executive 🐰

Being an expert means others aren't necessarily going to grasp what you're doing. Also, if they ask you to repeat, maybe you aren't showing/explaining it clearly enough in the first place. SEs should be well aware of these things and should like talking to prospects. The best ones I've had could sell on their own; they operate as an enthusiastic proponent of the company and solution - they just hate the negotiating part. Sorry this guy isn't understanding any of that.

I agree this needs to go to management.

thalassophile888

Opinionated

Enterprise Solutions Engineer

I’m an SE and I could see this from his perspective and yours. Do you two have strategy and debrief sessions? Could you provide 1:1 personal feedback before getting management involved? Your SE is probably overwhelmed and frustrated.

RookieSaaS

Fire Starter

Senior Account Executive

We do actually have 1:1 calls before any demonstrations. I even leave extensive notes and my extensive call notes. Like I said, he’s actually a good SE. He just gets really annoyed when people don’t get a grasp in the first go .

cw95

Politicker

Sales Development Lead

wowza, he does need speaking to. What was the outcome of this?

RookieSaaS

Fire Starter

Senior Account Executive

I’ve had to stop presentations mid-way and take over the demonstration. In most cases he’ll ping me mid calls and say “take it over this customer is too stupid to handle”

thalassophile888

Opinionated

Enterprise Solutions Engineer

Well, it looks like you’ve tried speaking to your SE personally before getting management involved. Good luck!

ThatNewAE

Big Shot

Account Executive - Mid enterprise

- Have a 1-o-1 chat with the SE and tell them this can result in deals getting pushed away.
- Talk to the management about this based on the pulse after talking to the SE.

Don't sit on it and give more power to the SE who's wrong here.

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RookieSaaS

How to handle a frustrated SE?

14 comments

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