Zengain user personas

User Personas

Role name	Description
Sales Rep	This is a sales rep who is the direct owner (primary point of contact) of a set of customers for a client. The Sales Rep is motivated by successful sales, as s/he has a quota they must attain periodically. They seek tools that add value and help them close,but they have little room for extraneous noise or anything that may slow them down from making a sale. The best sales reps create personal relationships with their customers, can help understand needs, and play the role of trusted advisors. A sales rep is a universal persona in Zengain and could include SDRs, BDRs, SEs, Account Managers, etc - anyone working to close a prospect vs managing the customer post sale.
Sales Manager	The Sales Manager manages a team of sales reps and are tasked with hitting sales goals for their team on the same frequency as the rep. The Sales Manager’s job is twofold: coach the sales reps to be successful and also help with critical deals by engaging with the customer when appropriate.
CS Rep	The Customer Success representative is driven by his/her customer’s success. The success metric for a CS representative is client retention. Companies will also rely on CS reps to identify upsell opportunities, sometimes helping close those opportunities. The CS rep will often have periodic reviews with the customer to ensure they are extracting value from the product or service. Not all customers at all companies will have CS reps. Often, having a direct CS rep is an additional service provided to a customer if they are paying for this.
CS Manager	Similar to a Sales Manager, the CS Manager is tasked with managing a CS team, coaching their team members and also becoming involved in large account emergencies if their needs aren’t being met. Retention - aggregated across the team - is often the CS Manager’s key metric.
Sales Operations Lead	Someone tasked with operationalizing Sales to help maximize team performance and equip the team with the necessary tools and processes to succeed.
Tech Lead	Someone at the organization who won’t be using Zengain directly but is tasked with assisting in the implementation.

More (Shared on Platform) Roles

• Account Administrator

• Viewer