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SUPERION – Sales Playbook
Client Lifecycle
When an organization signs a contract, they are purchasing software and the services needed to install the
applications and train their employees. These services are managed by members of the Professional
Services team. They work with the customer until Go Live, when the customer begins conducting their
business using the Superion applications. During this period, the Account Executive continues to provide
any sales support (i.e. additional applications or services identified as needed).
As a customer prepares to Go Live, introductions take place between their key personnel and the CSE and
AM. The CSE and AM assist customers with ensuring their installed applications continue to meet their
needs, suggesting additional products and services when necessary.
The final step when a customer goes live involves transferring product support from the Professional
Services team to Support. Contacting Support generally occurs via help desk phones, email, or the Superion
Customer Connect portal. Customers with current maintenance contracts are eligible to receive support.
Certain members of the Accounting team manage each customer’s account beginning with the initial
payments. Accounting works with Professional Services to ensure customers receive proper invoicing.
Additional areas of the Superion organization that provide customers with information and tools they use
include:
• Distribution (software releases)
• Training & Development (continuing education)
• Documentation (online help)
• Funded Development (customizations)
• Product Management (future functionality)
3/8/2018
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