collaborative self

Sales Ops

As we keep repeating at Malt

ClientOps

Sourcing

Self-Service

Mid Market

Legal

Customer C are

Marketing

It takes a community

All these interactions require maintaining a ' Keep It Smart & Simple ' communication !! 🕺

Mid Market collab

Both part of the SMB, it seems obvious that the Self-service & Mid market are regularly in contact. At the end of every quarter, SMB Account managers (Mid Market) can push accounts with low potential to Self-Service (to be validated by their manager beforehand), while Sales Ops SMB will push high potential Self-service accounts.

Customer Care collab

In 1rst position of the collabs : Customer Care. Both teams have different roles in helping users resolve their issues. The Self-service focuses its efforts on the Client while the Customer Care Service will be more oriented towards the Freelancer. There is therefore a strong closeness between the two departments who work hand in hand to solve the problems of their respective scope.

Sales Ops collab

Inside sales reps are experts of the product and internal tools, therefore, they are working closely with the Sales Ops Team by reporting problems, suggesting improvements, etc. They are several ways to provide feedback on product and tools: - Product improvement: via Harvest in the #1-feedbacks Slack channel - Product bug: creating a JIRA ticket in the Customer Care board who will escalate to the right Developer squad..

ClientOps collabs

The Self-Service is also in touch with the ClientOps team for : - payment issues (recovery, allocation, reimbursement, adjustment of deadlines) - verification of the eligibility of customers for the cash advance - modification of invoices - request to create a wallet, etc.

Legal collabs

The Self-Service works with the Legal team for the disagreements and litigations.

Sourcing collab

The Self-Service works with the Sourcing team in the context of closing and Malt Strategy opportunities, when the inside sales wish to suggest freelancers to the client.