1. Game success process
1.1. Responsibilty: Partner Program Manager
1.2. Process
1.2.1. Run Onboarding
1.2.1.1. Pre-Onboarding
1.2.1.1.1. Get briefing by RM about the incoming opportunity
1.2.1.1.2. Make sure that Jira issue is worked on in time
1.2.1.1.3. Coordinate efforts internally with the involved teams (tech, onboarding, sourcing)
1.2.1.1.4. Coordinate people for onboarding call date
1.2.1.2. Onboarding call
1.2.1.2.1. Introduce himself and the GameOperationCenter
1.2.1.2.2. Agrees on the next steps with customer (tech/timeline)
1.2.1.2.3. Updates Jira ticket accordingly
1.2.2. Coordinate Integration (optional)
1.2.2.1. Collect technical requirements
1.2.2.2. Jira Project Setup
1.2.2.3. Breakdown of tasks
1.2.2.4. Setup integration roadmap
1.2.2.5. Steer integration team
1.2.3. Coordinate Testing
1.2.3.1. Agree on timeline with customer for tests and specific determine needs (region, machines etc.)
1.2.3.2. Prepare testing
1.2.3.2.1. Communicate the timeline to all relevant stakeholders and update Jira ticket
1.2.3.2.2. Coordinate internal efforts
1.2.3.2.3. Announce testing event in the slack channels
1.2.3.3. Conduct testing
1.2.3.3.1. Chat with dev during test via Discord or call
1.2.3.3.2. Make sure that consumption data is tracked by a developer according to the needs of the RM who conducts the calculation
1.2.3.3.3. Make sure that the developer analyzes the data and forwards it to the RM
1.2.4. Pre-Launch
1.2.4.1. Gather final order from RM and forward to sourcing
1.2.4.2. Organize and schedule war room with all relevant stakeholders
1.2.5. Launch
1.2.5.1. Invite all relevant stakeholders to the war room
1.2.5.2. Host the war room
1.2.5.3. Full availability during the whole war room
1.2.5.4. Manage all issues and coordinate
1.2.6. Post-Launch
1.2.6.1. Coordinate the creation of a post-mortem across teams
1.2.6.2. Monitor channels and support tickets for ones customers
1.2.6.3. Regular check ins for health check and feature requests together with RM
1.2.7. Tracking, reporting and coordinating (ongoing task over the whole process)
1.2.7.1. Track expectations, meeting targets and impediments and feature requests
1.2.7.1.1. Monitoring Slack channels
1.2.7.1.2. Set up bi-weekly catch-ups to discuss progress and statisfaction with customer
1.2.7.2. Reporting
1.2.7.2.1. Keep Relationship Manager up to date
1.2.7.2.2. Create weekly status reports
1.2.7.2.3. Create bi-weekly status reports per customer and update in Jira
1.2.7.2.4. Create quarterly retrospectives
1.2.7.2.5. Statements of work
1.2.7.2.6. Report feature requests to product department
1.2.7.3. Coordination
1.2.7.3.1. Support
1.2.7.3.2. bug fixing, trouble shooting
2. Onboarding Team
2.1. Task
2.1.1. Pre-Onboarding
2.1.1.1. Provide GSM with available timeslots for the onboarding
2.1.1.2. Dig into the briefing documents and prepare the onboarding
2.1.2. Onboarding
2.1.2.1. Guide the customer through the ZCP
2.1.2.2. conduct Q&A session
2.1.3. Post-Onboarding
2.1.3.1. Evaluate the customers needs and skill from a technical perspective and provide that judgement in the Jira issue as an important information for support/tech teams
3. Lead generation process
3.1. Responsibilities: Sales Development Representative
3.2. Process
3.2.1. Lead identification
3.2.1.1. Research games
3.2.1.2. Evaluate games
3.2.1.3. Research contact person
3.2.1.3.1. Create Lead in CRM "Identified Lead"
3.2.2. Lead approaching
3.2.2.1. Approach contact person
3.2.2.1.1. Update lead stage in CRM to "Contacted Lead"
3.2.2.2. Follow-up until actionable information is gathered
3.2.2.2.1. Update lead stage in CRM to "Responsive Lead"
3.2.3. Lead pre-qualification
3.2.3.1. Discover needs and product fit via chat
3.2.3.2. Agree on timeline for the next steps
3.2.3.3. Create a briefing document with all relevant information for the RM
3.2.3.4. Create an issue in Jira as the basis for downstream collaborative work and attach the briefing document
3.2.3.5. Convert lead to prospect in CRM
3.2.3.6. Inform RM and intro RM to the lead
3.2.3.7. Handover to the RM
3.3. Other tasks
3.3.1. Support RM in their activities
3.3.1.1. Prepare exhibitions
3.3.1.1.1. Scan attendees and filter for relevance
3.3.1.1.2. Make appointments for RM
3.3.1.1.3. Create briefing document about each studio to be met
3.3.1.2. Draft emails
3.3.1.3. Conduct additional research
3.3.1.4. Suggest strategies
3.3.1.5. Track RM tasks and poke
3.3.2. Reporting
3.3.2.1. Current trends in gaming
3.3.2.2. What works/what does not
4. Opportunity transformation process
4.1. Responsibility: Relationship Manager
4.2. Process
4.2.1. Lead qualification
4.2.1.1. Get briefed by SDR about the lead
4.2.1.2. Plan next steps
4.2.1.2.1. (A): follow-up and keep warm if timeline does not allow for first call
4.2.1.2.2. (B): jump into first call and kick start the "sales machine"
4.2.1.3. Intro her/himself to lead
4.2.1.4. Schedule first call
4.2.1.5. Qualify the actual needs during first call together with the customer
4.2.1.5.1. Intro him/herself as the responsible contact person for the future (i.e. "Relationship Manager")
4.2.1.5.2. Determine needs, fit, opportunity, up-selling opportunities, cross-selling opportunities, case for one of our packages/tactics (Spatial, MPG, publisher package, free integration service etc.)
4.2.1.5.3. Agree on next steps and timeline with customer
4.2.1.6. Update the Jira issue afterwards
4.2.1.6.1. Fill out discovery questions and attach them in the Jira EPIC
4.2.1.6.2. Summarize meeting in call notes and (1) share it with BD (2) attach it in JIRA issue
4.2.1.6.3. Convert to opportunity in CRM and move into "Consideration"
4.2.1.7. Handover to GSM
4.2.2. Nuturing (if timeline does not allow for immediate call or onboarding AND ongoing responsibility during the whole process)
4.2.2.1. Relationship building (Social aspect)
4.2.2.1.1. Keep in touch regularly to build a relationship
4.2.2.2. Understand and anticipate needs (consultative approach)
4.2.2.2.1. Analyze opportunities for cooperation
4.2.2.2.2. regelmäßig verstehen, was probleme beim kunden sind
4.2.2.2.3. identify cross/upsell opportunities
4.2.2.2.4. Send additional resources (unterlagen zu unseren produkten)
4.2.2.2.5. regelmäßig fortschritt erzeugen
4.2.3. Pre-Onboarding
4.2.3.1. Prepare Onboarding
4.2.3.1.1. Inform GSM about new opportunity going to be onboarded
4.2.3.1.2. Brief GSM about the status, timeline, needs and priority
4.2.3.1.3. Request game server binary from lead
4.2.3.1.4. Attach game server binary in JIRA
4.2.3.1.5. Move opportunity into "Evaluation"
4.2.3.1.6. Provide possible time slots with availability for the onboarding call to GSM
4.2.3.1.7. Create agenda for onboarding
4.2.3.1.8. Sent invite and agenda to customer
4.2.3.2. Set up slack channel with customer and invite all stakeholders to it (internal/external)
4.2.4. Onboarding
4.2.4.1. Introduction and moderation
4.2.4.2. Intro to Game Success Manager as partner for all technical inquires and support
4.2.4.3. Q&A
4.2.4.3.1. Consulting
4.2.4.3.2. Pricing
4.2.4.4. Determine up-selling and cross-selling opportunities and pitch them
4.2.4.5. Agree on next steps (commercial) with customer
4.2.4.5.1. calculation due to x?
4.2.4.5.2. next meeting/regular way of staying in touch
4.2.4.6. Update the JIRA issue with next steps (commerical)
4.2.4.7. Take notes and provide call notes to BD and attach it in the Jira issue
4.2.5. Post-Onboarding
4.2.5.1. Testing
4.2.5.1.1. Communicate data requirements to be able to conduct the calculation to GSM
4.2.5.1.2. Participate if possible (join Discord etc.)
4.2.5.2. Calculation
4.2.5.2.1. Agree on goals and needs with customer
4.2.5.2.2. Consult with expertise about similar cases
4.2.5.2.3. Conduct calculation based on the consumption data gathered by tech and coordinated by GSM
4.2.5.2.4. Pitch calculation/quotation to customer and gather feedback on it for optimization
4.2.5.2.5. Sent call notes to BD and attach in Jira
4.2.5.3. Optimization
4.2.5.3.1. Optimization of the setup as per customer need
4.2.5.3.2. Pitch optimization
4.2.5.3.3. Sent out first draft hosting agreement if customer is happy with the results
4.2.5.3.4. Update opportunity stage to "Negotiation" in CRM
4.2.6. Negotiation
4.2.6.1. Sent NDA if not signed yet
4.2.6.2. Create contract with legal
4.2.6.3. Sent out hosting agreement/contract
4.2.6.4. Move opportunity to "Won"
4.2.7. Prelaunch
4.2.7.1. Organize final call to discuss the last things prior launch
4.2.7.2. Ask for the final order and forward to GSM
4.2.8. Launch
4.2.8.1. Participate in War-Room
4.2.9. Post-Launch
4.2.9.1. Create a post-mortem together with GSM
4.3. Other tasks
4.3.1. Health Tracking
4.3.2. Revive zombies
4.3.2.1. review leads and see how to reactivate frosty ones
4.3.3. Weeklys
4.3.3.1. SDR weekly
4.3.3.2. Sales weekly
4.3.3.3. BD West weekly
4.3.3.4. CSM weekly
4.3.3.5. Product weekly
4.3.4. Interface function
4.3.4.1. with product
4.3.4.1.1. RM responsibility (Output)
4.3.4.1.2. Product Manager responsibility (Input)
4.3.4.2. with product marketing
4.3.4.2.1. RM responsibility (Output)
4.3.4.2.2. Product Marketing Manager responsibility (Input)
4.3.4.3. with sourcing
4.3.4.3.1. RM responsibility (Output)
4.3.4.3.2. Sourcing Manager responsibility (Input)
4.3.4.4. with organization
4.3.4.4.1. KPIs
4.3.4.4.2. what works, what does not work