Should AE's stay involved post closed/won deal? If so, how much?

Question

Greetings fellow Sales Savages, sales gods and sales demi gods alike-

I'd love some feedback here. For all you AE's out there, how much time are you spending around the onboarding stage and then continuing the relationship with your recent new customer?

In my current role, it's a lot and it's a bit ridiculous especially for the numbers they want me to hit. Does anyone else deal with this? Basically they want me to be a hybrid AE/Account Manager but sell like there's 3 of me.

Accepted Answer

I like to stay somewhat involved if there are expansion opps

Answer

Depends on the structure in place. At my last company there were no AMs for the first few months I was there. So AEs were involved if there were any expansion opps. Once AM team was in place we'd be involved maybe a couple of weeks during the handoff period but that was it.

Current company we have a 90 day rule for clawbacks and upsells/cross sells. Day 91 it's handed to AM team and that's it.

Answer

This all depends on the lifetime potential value of the client. In SMB you tag'em and bag'em. If you're selling bigger orgs and leaving money on the table (hopefully not on purpose) to get the first deal done, you're best served to stay close and get the rest of it.

Answer

It depends. Are you responsible for new business only?

Answer

I can tell you in my industry I’m responsible cradle to grave on the sales and point of contact after delivery if there are issues that arise, so I can be involved for months after sale on a project, and sometimes I need/want to be to make sure it’s executed properly and we don’t have issues.

Answer

Try to be as involved as possible! Your real wealth lies not in commissions but in the ability to build relationships with your clients that can be leveraged in the future.

Answer

As others have identified the upsell component should be considered. Also, one can never have enough reference accounts, if those are needed in your market. Having your finger on their pulse during onboarding may pay dividends down the road with other customers.

Answer

Depends how proactive your CS team is. I always stay a little more involved than I probably should.

Answer

YES - they should be involved if there is any chance to upsell. Absolutely!!!! I hate it when a company takes the AE off the account after the first sale and hands it to another, lesser compensated, group. Its just bad all the way around.

Answer

I stay with accounts for a year after signing for any growth.   This is particularly good if we’ve been discussing roadmap, so I work with the CS rep to see what we can do to help the account get to their goals.

Answer

CSM's at my company do not have a sales bone in their body. I ask to be cc'ed on email correspondence and invited to subsequent check in/business review calls so I have a chance to pitch more products.

Answer

That sounds pretty odd, only way I would probably do that is for an extra commish on that sale, otherwise normally it's a customer care task as your part is already over!

Answer

Depends on your comp plan. Staying in contact every month or so is the best way to increase referrals.

Answer

Are you paid for upsell or crossell? If so absolutely stay in touch at least once a quarter

saltysal

Should AE's stay involved post closed/won deal? If so, how much?

21 comment

saltysal

Should AE's stay involved post closed/won deal? If so, how much?

21 comment

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