Program Management

Purpose

To extend the mindset of generating new business to all departments of the organization. Responsible for tech stack within the revenue generating teams, focused on increasing efficiency through new tools and integrations between existing ones. We develop and maintain key processes, systems, tools, and reporting for corporate management.

  • CP-KR 1.2: Average 94% “favorability” rating

  • CP-KR 2.1: Achieve $10M ARR Target

  • CP-KR 2.3b: Drive 3,000 SQL’s

  • CP-KR 2.4b: Increase average win rate by 15%

  • CP-KR 3.5: Reduce Gross MRR Churn Rate by 50%

Members and functions

  • Marcelo Schmidt: Program Manager.

    • Responsible for building a team of tech operations and currently managing the tasks at hand.

Key Initiatives
System & Tools
Corporate Management
Culture
Key Initiatives

Domain

% of time

30%

Objective

To extend the mindset of generating new business to all departments of the organization.

Primary function

Create and optimize processes, define the hiring guidelines and provide tools, training and inputs to improve routines and performance of salespeople.

Secondary function

Periodically review the strategy and results of our current sales enablement process.

Areas of focus

  • Sales Enablement (Open LMS)

Key results

  • Achieve participation in training

  • Increase sales productivity

  • Decrease sales cycle

System & Tools

Domain

% of time

30%

Objective

Responsible for tech stack within the revenue generating teams, focused on increasing efficiency through new tools and integrations between existing ones.

Primary function

Automate repetitive or tedious manual tasks.

Secondary function

Support our business intelligence team.

Areas of focus

  • CRM

  • Connectivity / Integration w FC, Hubspot, etc.

Key results

  • Decrease dependency to other teams in sales cycle

  • Decrease number of duplicates in CRM (or increase reliability)

  • Improve customer NPS/CES scores (it’s a side effect of automating, reducing time to answer)

Corporate Management

Domain

% of time

20%

Objective

Develop and maintain key processes, systems, tools, and reporting

Primary function

Create, manage and improve connection between areas, mapping the end-to-end process workflow.

Secondary function

Being an advisor and facilitator for the team to provide feedback and complaints.

Areas of focus

  • Transitioning / support for Finance

  • Annual strategic and budget planning

  • Support for PEO / global corporate management function

Key results

  • Achieve 100% of contracts recorded in Zoho Subscriptions

  • Increase number of feedbacks received on Officevibe

Culture

Domain

% of time

20%

Objective

Develop and maintain key processes, systems, tools, and reporting

Primary function

Develop and put in practice culture programs such as Culture Month, Listening Day, Customer Day, Blend In and others.Secondary function

Secondary function

Develop bots for interacting with employees and gathering feedback and participation in culture initiatives.

Areas of focus

  • Company Culture

  • Ops Team Performance / Cohesion

Key results

  • Increase the number of developed culture initiatives from 1 to 5

  • Increase eNPS

  • Increase customer NPS

Initiatives, Leads and Milestones

OpenLMS setup
Zoho.Bridge / Fleetcommand Sync
Culture Guardian
IT System Plan
OpenLMS setup

Function

Sales

Lead

Marcelo

Business Impact

Capacitate our sales personnel and partners on the knowledge necessary for identifying Rocket.Chat users who have a pressing need for enhanced capabilities, before making contact.

OKR Connection

Level 1:

  • CP-KR 2.1: Achieve $10M ARR Target

  • CP-KR 2.4b: Increase average win rate by 15%

Level 2:

  • OP-KR 3.2: Increase sales team productivity by 30%

  • OP-KR 3.3: Reach 6% conversion rate from trial to paid

  • OP-KR 3.4: Decrease sales cycle (duration) by 20%

Biggest Deliverable (or) Value Milestone

  • March 19: OpenLMS setup ready for launch.

  • TBD: First round of evaluation on the effectiveness of the course

Zoho.Bridge / Fleetcommand Sync

Function

Operations

Lead

Marcelo

Business Impact

Keep our data synced between our multiple platforms: FleetCommand, CRM, Desk, Hubspot

OKR Connection

Level 1:

  • CP-KR 2.3b: Drive 3,000 SQL’s

  • CP-KR 3.5: Reduce Gross MRR Churn Rate by 50%

Level 2:

  • OP-KR 3.2: Increase sales team productivity by 30%

  • OP-KR 4.3: Properly address support SLA

Biggest Deliverable (or) Value Milestone

  • Matching records on different systems must not have different data

  • Data can flow from any system to any other system

Culture Guardian

Function

Company Culture

Lead

Marcelo

Business Impact

Create a trust mechanism for employees to get support to their demands and complaints.

OKR Connection

Level 1:

  • CP-KR 1.2: Average 94% “favorability” rating

Level 2:

  • OP-KR 2.5: Establish and maintain a strong Culture “Guardian”

Biggest Deliverable (or) Value Milestone

  • Employees can safely report their concerns

IT System Plan

Function

Operations

Lead

Marcelo

Business Impact

To handle the planning and execution of key IT systems for Rocket.Chat, including Zoho suite, Fleetcommand, Hubdoc and others

Biggest Deliverable (or) Value Milestone

  • Systems communicate and are reliable