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Roles Description & Team structure

eSC Team Roles

eSC Team Roles

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Aga Smolińska

Excellence Lead

Aneta Chudoba

Excellence Manager

Marta Czusz

Support Lead

Tatiana Gnedova

Support operator

Martyna Zientara

Support operator

SALES

SALES

Wojtek Kocyk

IT/Delivery Manager

Bartek Brak

Tech Lead

Michał Grynkiewicz

Python Developer

Grzegorz Parka

Python Developer

Patryk Bartoń

Frontend Developer (React)

Aga Smolińska

Role

Excellence Lead

Sub Department

Job Description

Overseeing client service team activities to ensure the needs of customers are meet and their problems resolved.

Develop the content creation process for the clients to make sure that they are supporting they workflow, team capabilities & business need they have.

Provide tool trainings for eStoreContent internal & external users.

Maintaining customer relationship by providing timely and accurate responses to their inquiries.

Closely cooperate with Commercial team to align on the business opportunities & needs.

Support the Client Excellence Support Manager with the realisation of the priorities once needed.

Collect & deliver features brief for the Product team, makes sure that outcome is understood by the IT Delivery Manager.

Maintain and update a database of project related documents.

Ensure that Clients are satisfied with the eStoreContent & provided support.

Main KPIs

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View of eSC Team Roles

View of eSC Team Roles

Name

Role

Old Role name

Sub Department

1

Aga Smolińska

Excellence Lead

Client Partner

2

Aneta Chudoba

Excellence Manager

3

Marta Czusz

Support Lead

eCommerce Operations Lead

Excellence & Support

4

Tatiana Gnedova

Support operator

eCommerce Operations Specialist

5

Martyna Zientara

Support operator

eCommerce Operations Specialist

6

SALES

SALES

7

Wojtek Kocyk

IT/Delivery Manager

Product

8

Bartek Brak

Tech Lead

9

Michał Grynkiewicz

Python Developer

10

Grzegorz Parka

Python Developer

11

Patryk Bartoń

Frontend Developer (React)

There are no rows in this table

⁠

View 2 of eSC Team Roles

View 2 of eSC Team Roles

Name

Role

Sub Department

Job Description

Main KPIs

1

Aga Smolińska

Excellence Lead

Overseeing client service team activities to ensure the needs of customers are meet and their problems resolved.

Develop the content creation process for the clients to make sure that they are supporting they workflow, team capabilities & business need they have.

Provide tool trainings for eStoreContent internal & external users.

Maintaining customer relationship by providing timely and accurate responses to their inquiries.

Closely cooperate with Commercial team to align on the business opportunities & needs.

Support the Client Excellence Support Manager with the realisation of the priorities once needed.

Collect & deliver features brief for the Product team, makes sure that outcome is understood by the IT Delivery Manager.

Maintain and update a database of project related documents.

Ensure that Clients are satisfied with the eStoreContent & provided support.

2

Aneta Chudoba

Excellence Manager

Ensuring current eSC customers are happy with a tool and support

Understanding how our customers are using eSC and finding a way to help them use it in the most effective way

Building attachment between existing clients and the tool

Becoming a tool expert

Run the project status meeting with Clients

Provide new features demo session for clients

Run test on the features & solutions provided by the dev team to make sure that client’s cases are covered according to the briefs.

Inform project status, schedule and key issues to customers on regular basis

Finding a way to improve a tool by collecting client’s feedback

3

Marta Czusz

Support Lead

Excellence & Support

Ensure:

customer satisfaction based on the correct sequence, quality and timeliness of tasks realization and clients needs

optimal use of OPS team resources

consistency between technical development of the product and the operational needs

DO:

Coordinates the work of the escOPS team

Verifies the correctness and quality of the tasks performed by the OPS team

Prioritizes tasks in trello and jira in consultation with the client

Support for the OPS team in current tasks

Direct cooperation with a customer representative (Whirlpool)

Detects, analyzes and reports bugs

Support the IT / Dev team

I am responsible for the preparation process and the quality of the visualization of product cards (close cooperation with the webmaster)

Minor corrections to the code of the visualization

Converts and modifies the client's materials (graphics, video) to the appropriate formats

Prepares SOPs and documentation

Tests new features in eSC

Provides feedback about new features (for the IT / Dev team)

Prepares and verifies exporters

Preparation of data structure in the ESC system in accordance with the client's needs

Creates demo cards

SKU cards creation as per customer's requirement and process

Verification and implementation of created cards

Syndication of product cards in accordance with the process and customer requirements

Entering files and data into the system

Creating user accounts and access management

Management of store access in ESC

Updating ana managing references to epack

Organizing team roles and evaluating employees' performance

Performing employee reviews and assessments

Team NPS

4

Tatiana Gnedova

Support operator

Updating clients’ product data in ESC

Configurating the content tool according to clients’ expectations:

- importing and export data

- preparation of exporters

- management of user access and permissions (creating and updating accounts)

- creation of the project structure and project configuration

Checking and correcting data in ESC

Support in creating sops’ and product documentation

Support in testing of the new features in ESC

Handling tasks in JIRA

Reporting bugs

Cooperation with the lead and other teams, especially in customer service teams, to provide the best service to our customers

5

Martyna Zientara

Support operator

Updating clients’ product data in ESC

Configurating the content tool according to clients’ expectations:

- importing and export data

- preparation of exporters

- management of user access and permissions (creating and updating accounts)

- creation of the project structure and project configuration

Checking and correcting data in ESC

Support in creating sops’ and product documentation

Support in testing of the new features in ESC

Handling tasks in JIRA

Reporting bugs

Cooperation with the lead and other teams, especially in customer service teams, to provide the best service to our customers

6

SALES

SALES

PRE-draft (from other description)

The CX Sales Executive is specialized on the SAP CX Cloud portfolio in Poland; he/she is working in tight cooperation with the Channel Managers and Key Account Managers (KAMs) to actively promote and sell our CX solutions.

The CX Sales Executive covers opportunities in partner- / SAP-accounts in Poland. The objective is to sell software coach the partner-sales teams on building a productive pipeline as well as maximizing the revenue via active engagements on selected opportunities.

Main Responsibilities

Solution/ Industry specialized Business Development

Actively identifies opportunities through customer visits and partnering with key decision makers on the customer side for further growth in the territory and becomes active, in collaboration with other GPO sales areas (Channel Managers, etc.).

Drives deal closure by inserting him-/herself in relevant opportunities of partners assigned. Balances his direct / indirect activities in order to maximize the revenue in the territory assigned

Aligns with Channel Managers on Partner Business Planning for the territory covered

Supports the creation, monitoring and review of Business Development activities around his/her solution- or industry- specialization area. Defines innovative approaches to generate business and executes either directly or via the team together with manager/expert. Supports implementation of core strategies and actions to ensure KPI/revenue achievement

Assists in coaching partner sales reps to interact with prospects in large or complex SW deals in his area of solution / industry expertise in order to position the value of the respective SW or industry solution as supported by ROI, business case development, references, and supporting analyst data. Helps to ensure a high conversion rate from pipeline to deal closure, shortening of the sales process and improvement of win rate in order to achieve real volume business. Be familiar with the competition with their assigned industry and/or geography. Understand competitive threats (e.g., how to beat the competition).

Supports the enablement of the partners Sales and PreSales resources to independently drive business with the following resources:

Partner demand generation plan to build a business pipeline

partner competency plan to ensure partner resources are trained on the latest solution and sales content,

partner resource utilization plan so partners have full access to and are utilizing SAP tools and methodologies

presales coaching plan for existing and new partners

Monitoring the effective and appropriate use of SAP assets (i.e., Presales) by partners.

Reporting on sales progress throughout the year; identification of deviations from plans agreed and actively engaging in measures to deliver goals agreed to.

Account and Customer Relationship Management and Cloud Subscription Revenue.

Sales strategies - Develops effective and specific account / target group / industry plans to ensure revenue target delivery and sustainable growth. Develop relationships in new and existing customers and leverage to drive strategy through organization.

Trusted advisor - Establishes relationships based on knowledge of customer requirements and commitment to value (value of counsel and expertise, value of solutions, value of implementation expertise, TCO). Builds a foundation on which to harvest future business opportunities and accurate account information and coaching.

Business Planning – Participate in the development and delivery of comprehensive business plan to address customer and prospects priorities and pain points. Understand volume business benchmarking and ROI data and how they support the customer’s decision process. Work with Sales and volume business leadership to deploy tools effectively.

Advance and close sales opportunities - through the successful execution of the sales strategy and roadmap. Collaborate with and support sales management on negotiation of close strategy and contracting.

WORK EXPERENCE

Minimum 5 years experience in sales & indirect sales

Channel Sales Experience

Software Sales Experience that includes selling software applications or SaaS

Proven track record in target achievement

Education And Qualification / Skills And Competencies

Profound knowledge in one or in several solution areas such as e.g. Cloud CRM, Commerce, Marketing or in a certain industry

Understanding the dynamics of selling Cloud products / Services

Local market knowledge and understanding

Business level English

Native Polish

Bachelor’s degree in related fields

Strong Teamwork & Collaboration

Strong negotiation skills and ability to handle complex opportunities

7

Wojtek Kocyk

IT/Delivery Manager

Product

Ensure

everyone in the dev team work on things that are best suited to their skills, motivations, career path interests, taking into account the time to delivery of the project

everyone in the team know exactly what to do and understand their role in the project,

you yourself understand the roles of each person in the project, and use it to everyone’s advantage by facilitating good communication and cooperation.

Do

Support Tech Lead: ensure decisions about implementation are conducted in the right order and moment

Attract, develop and retain a high performing team, offering ongoing feedback, professional growth opportunities, and overall career guidance

Employ agile based development methodologies, and introduce new modes of development practices aligned with changing business priorities and roadmaps

Run SCRUM related meetings and alignment-workshops with Business

Closely partner with product director and business teams to influence product decisions, roadmaps and provide subject matter expertise

Collaborate with product on prioritisation and scheduling of product and engineering features

Work with QA to develop and implement efficient data testing capabilities

Ensure the product has proper analytics in place an many quantitive questions can be asked

Foster a culture of mutual respect and collaborative decision-making

Motivate distributed team

Communicate deliverables with the organization

Estimates vs. Delivered ratio

Sprint Goals achievement

Team NPS

8

Bartek Brak

Tech Lead

System performance

Bugs SLA

9

Michał Grynkiewicz

Python Developer

10

Grzegorz Parka

Python Developer

11

Patryk Bartoń

Frontend Developer (React)

There are no rows in this table

⁠

⁠

Template of job descriptions

The job description should have these parts:

Day-to-day responsibilities/tasks (business as usual)

Doesn’t do, shouldn’t do

Areas of expertise (special areas, special skills, expert assignments)

Main KPIs

Job requirements

soft/hard skills required to perform this job

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