Jan

recruiting people from university and so on, probably those are not as expensive as a senior SE who has been doing the job for 10 years, but is then locked in the basement for 10 days to build a demo environment, right? You see where I'm getting at. I'm trying to understand the business impact of having such a role.

Ja, das ist eine fantastische Insight. Und egal, zu welcher E-Leader ich spreche, der Nummer eins Schmerzpunkt ist, den richtigen Talent zu hirten.

Ja, das ist eine fantastische Insight. Und egal, zu welcher E-Leader ich spreche, der Nummer eins Schmerzpunkt ist, den richtigen Talent zu hirten.

Also ich fühle mich, dass das tatsächlich mehr als nur ein Problem ist, die Zeit vor dem Kunden zu maximieren, mit sinnvoller Interaktion und hier eine Unterstützungsfunktion zu haben, die mir mit dem hilft, aber auch tatsächlich zu rekrutieren und den Talent zu entwickeln, um in Positionen zu führen, die wirklich, wirklich schwer zu hirten sind.

Also ich fühle mich, dass das tatsächlich mehr als nur ein Problem ist, die Zeit vor dem Kunden zu maximieren, mit sinnvoller Interaktion und hier eine Unterstützungsfunktion zu haben, die mir mit dem hilft, aber auch tatsächlich zu rekrutieren und den Talent zu entwickeln, um in Positionen zu führen, die wirklich, wirklich schwer zu hirten sind.

Do you have an opinion on what is a good ratio? Let's say I have an SE organization, global organization, we have 100 SEs. How big should my support team be like?

Do you have an opinion on what is a good ratio? Let's say I have an SE organization, global organization, we have 100 SEs. How big should my support team be like?

Bevor du Salesforce verlässt hast, was war die Ratio?

Bevor du Salesforce verlässt hast, was war die Ratio?

But I think it's a great indicator. And right, of course, every situation, every company is different. But now we have already like two numbers that could be an indicator that it's time to think about the function first. We have the number of hours I'm spending in front of my customers.

But I think it's a great indicator. And right, of course, every situation, every company is different. But now we have already like two numbers that could be an indicator that it's time to think about the function first. We have the number of hours I'm spending in front of my customers.

And secondly, if my team is larger than, let's say, 10 people, maybe it makes sense to dedicate one of the headcounts towards like a support function for the rest of the team.

And secondly, if my team is larger than, let's say, 10 people, maybe it makes sense to dedicate one of the headcounts towards like a support function for the rest of the team.

Ah, okay. So if I'm understanding correctly, in your case, there were actually two main teams, one focusing on demo architecture and integration and so on, and one focusing specifically on deal support.

Ah, okay. So if I'm understanding correctly, in your case, there were actually two main teams, one focusing on demo architecture and integration and so on, and one focusing specifically on deal support.

Now, you described now sort of the request process, right? And of course, this should probably ring familiar to many people in SaaS, because the request process is something we in Pre-Sales are exposed to on the receiving end, in any company basically that has Pre-Sales, right?

Now, you described now sort of the request process, right? And of course, this should probably ring familiar to many people in SaaS, because the request process is something we in Pre-Sales are exposed to on the receiving end, in any company basically that has Pre-Sales, right?

There's sellers out there, they're looking for deals, they identify opportunities, and then they say, hey, here, I need support, and they log a request. Well, mind you, in a company that already has reached that level of maturity, they will be able to log a ticket, maybe in CRM or wherever, right?

There's sellers out there, they're looking for deals, they identify opportunities, and then they say, hey, here, I need support, and they log a request. Well, mind you, in a company that already has reached that level of maturity, they will be able to log a ticket, maybe in CRM or wherever, right?

In anderen Fällen kriegst du eine Telefonnachricht und sagst, hey Tim, nächste Woche Demo, nächste Woche Dienstag, show up for a demo. Und dann ist es ein bisschen mehr unstructured. Also in einer Form gibt es einen Request-Prozess. Was würdest du empfehlen, wenn jemand sucht, so eine Funktion zu erzeugen?