CRA Review Notes PDF

**Day-to-day** - Pull a report from Salesforce on upcoming renewals by quarter and put them in an Excel to track. - Go through renewals 2 months in advance and see if there's any overages in seats/APIs. If there aren't any huge overages or opportunities on the account that raise an...

**Day-to-day** - Pull a report from Salesforce on upcoming renewals by quarter and put them in an Excel to track. - Go through renewals 2 months in advance and see if there's any overages in seats/APIs. If there aren't any huge overages or opportunities on the account that raise any flags, I proactively make quotes (either flat or with their overage) and have those ready to easily send out. - I pretty much make quotes for every renewal 2 months in advance and either: - Start reaching out to the last channel rep I worked with to confirm they still handle the account so I can send along pricing in advance or - Reach out to the Box AE and check-in on anything they're looking to chase at renewal with the customer, especially if there's an overage or if they have an upsell/upgrade opportunity created in SFDC. - Partners often send pricing requests to our alias partners-renewals\@box.com. I try to reach out to them before they even ask for pricing so it's less emails on my end as a tip. Not all partners are proactive though, hence why I'm reaching out most of the time. - This is a very email heavy role. Make sure you're regularly keeping tabs on emails so you can stay ahead and respond promptly. I always read every new email so I can figure out: - if it's actually my account or not (i delete it if not) - how urgent the task is in order to prioritize it for later or not - how much time it'll take me (easy to shoot out a quick quote so it's off my to-do list) - Follow up on POs with the channel reps if we haven't received them yet. **Partners** These are the partners we work with the most. I normally always have the last reseller rep I worked with on the opp from the previous renewal (look at Renewals Manager notes). Best practice when proactively sending out quotes or reaching out to the reseller is to reach out to rep from last year. Sometimes they have left the company or are non-responsive. I've left aliases here for you to reach out to in order to find out who the current contact is for renewal. **Order Processing** - All channel renewals require a Purchase Order or signed order form, even if they are below \$10k - Accounts can technically auto-renew, but we need to get a PO in order to receive payment for the renewal otherwise it becomes a collections issue - When a partner sends along a signed OF, I forward or send it over to the Order Management alias reseller-orders\@box.com to process. - Side note - see if you can get added to the reseller-orders alias so you can see when POs get sent in by partners in order to be up to date on POs. It will be a lot of emails to have to delete on a daily basis for accounts you don't own, but it'll be a helpful tool to have. +-----------------------+-----------------------+-----------------------+ | Partners | Info on Partner | PO | +=======================+=======================+=======================+ | CDW | Alias for account | CDW POs will pretty | | | mapping: | much always need | | | whoismycdwrep\@cdw.co | revisions. There's | | | m | nothing we can do to | | | | proactively avoid | | | Sometimes you'll have | that, they have a | | | to resend the account | weird way of | | | mapping request email | submitting POs. | | | over and over since | | | | they aren't great | Will always need a | | | about handling that | CSO (Cloud Service | | | alias in a timely | Order) signed by | | | manner. | customer before PO is | | | | released to us. Some | | | Will need to you | CDW reps are unaware | | | update "valid by" | of this. It's always | | | date on quotes if | a requirement with | | | we're past the | selling Box. This can | | | renewal date. | often cause delays | | | | and is best to remind | | | Will need to make | the rep that a CSO is | | | manual quotes for | required and see if | | | early renewals with | they can send along a | | | credit as well as | manual one in | | | with multi-year | advance. | | | deals. | | | | | Will only sign a | | | | quote when it's | | | | monthly billing - | | | | loop in | | | | nestmon\@cdw.com who | | | | signs those quotes. | +-----------------------+-----------------------+-----------------------+ | SHI | alias for account | SHI is tricky with | | | mapping: | adding the additional | | | | language on our | | | business\_relationshi | quotes to their POs. | | | p\_inquiries\@shi.com | It is required and | | | | there is no way to | | | | get around it. Their | | | | contracts team will | | | | not add it until the | | | | customer agrees to | | | | the language. To | | | | avoid that, make sure | | | | to let SHI know to | | | | flow down all the | | | | terms on the quote to | | | | the customer since | | | | it's a requirement on | | | | the PO. | | | | | | | | Sometimes they will | | | | sign our quotes if | | | | there's a lot of | | | | additional language | | | | since it avoids the | | | | back and forth of | | | | adding it to the PO. | +-----------------------+-----------------------+-----------------------+ | Carahsoft | Megan.Wallace\@carahs | Carahsoft typically | | | oft.com | works as a | | | | distributor, where | | | | they are selling to | | | | another reseller of | | | | the customer's | | | | choice. They are very | | | | proactive in reaching | | | | out for quotes and | | | | will sign our quotes. | | | | | | | | There is no | | | | auto-renew on these | | | | so best to be ahead | | | | on them so the | | | | renewals get in on | | | | time. | +-----------------------+-----------------------+-----------------------+ | Insight | alias for account | Very similar to SHI | | | mapping: | and would follow the | | | | same advice I've laid | | | EmergingSW1\@insight. | out for SHI in terms | | | com | of POs/additional | | | | language. | +-----------------------+-----------------------+-----------------------+ | Softchoice | rep who handles US | Softchoice likes to | | | renewals: | have renewal quotes | | | | 60 days in advance. | | | Christopher.Climie\@s | They normally will | | | oftchoice.com | reach out for pricing | | | | by then, but | | | rep who handles CA | sometimes will miss | | | renewals: | that window, so best | | | | to be proactive on | | | Mark.Andrews\@softcho | those. | | | ice.com | | +-----------------------+-----------------------+-----------------------+ | Software One | No specific alias, | | | | contacts. Refer to | | | | last year's rep or | | | | ask the Partner Sales | | | | Manager for help | | | | getting in touch with | | | | the reseller. They | | | | can sometimes be | | | | difficult to get in | | | | touch with. | | +-----------------------+-----------------------+-----------------------+ | Designtech | bret\@designtechnyc.c | Designtech acts as a | | | om | IT consultant and | | | | prefers we do not | | | merani\@designtechnyc | directly speak with | | |.com | the customer. They | | | | act on their own time | | | | despite the urgency. | | | | They will sign our | | | | quotes when I send | | | | along a Box Sign | | | | request. Please make | | | | sure you are sending | | | | only to Designtech | | | | and not the customer. | | | | Meir signs the | | | | quotes. Bret does the | | | | communicating on | | | | pricing. | | | | | | | | I will always confirm | | | | the pricing with them | | | | before sending along | | | | a Box Sign. | +-----------------------+-----------------------+-----------------------+ | Solutions Group | Mandeep\@solutionsgro | Similar to Designtech | | | up.us | on not speaking | | | | directly with the | | | shikole\@solutionsgro | customer. Mandeep | | | up.us | will sign the quotes | | | | and Shikole does most | | | | of the communicating | | | | on pricing. | +-----------------------+-----------------------+-----------------------+ | ASMGi | gwillis\@asmgi.com | Similar to Designtech | | | | and Solutions Group | | | | in terms of reaching | | | | out to customer. They | | | | will send along POs. | +-----------------------+-----------------------+-----------------------+ | Pyvotal Solutions | gonzalo.legarraga\@py | Gonzalo signs the | | | votal.com | order forms. Super | | | | easy to work with and | | | | very responsive. | | | | Accounts are | | | | typically in LATAM, I | | | | believe he's located | | | | in Chile. | +-----------------------+-----------------------+-----------------------+ **Pricing** Commercial Channel Pricing: Each reseller has a level of discounting based on the agreement they have with Box. It ranges from: **Member - 20% discount off list** - Solutions Group - Designtech - Pyvotal - SoftwareOne **Choice - 25% discount off list** - Insight - Softchoice - ASMGi **Premier - 30% discount off list** - SHI - CDW - Carahsoft **Non-deal reg - 10%** - This is for partners that aren't currently the incumbent on the account. You can find out the partner's level of discounting by going to their account profile and scrolling down to "Partner Program Level" A screenshot of a computer Description automatically generated **Channel deal reg** - Partner must have a deal registration in place in order to be quoted out for the customer. Deal reg is already existing for current channel customers - Need deal reg from partners when customer is moving from Direct to Channel or Channel to other Channel Partner (this requires a SFDC ticket to be submitted as well for approval) - Sometimes a customer will want to work with a reseller that we do not have an active agreement with, normally we will redirect that reseller to reach out to Carahsoft who can typically act as a distributor in that situation (box \> carahsoft \> reseller \> customer) **Pricing Nuances** - When customer is moving from direct to channel, we do not offer deal reg pricing since it will result in a churn on our end. Instead, we only offer discounted pricing if customer is adding licenses/product add-on or upgrading - If customer is paying over the ceiling discount price, we do not alter the price at renewal. If the partner is aware of the discounting they should be receiving and ask to be right-sized, then we are obligated to do so. **Uplifting** - Most accounts will be priced at the channel list and cannot be uplifted. Many Box AEs will not be aware of this and will ask you to uplift but you'll have to push back and say they're at list price and anything beyond that would eat into the reseller's margin. **Partner Sales Team** - Best resource for channel policies if you're ever unsure - Alex Wilcox handles SMB deals, who you'll mostly work with - Since this patch handles SMB, MM, & Enterprise throughout the US, Canada, LATAM & APAC, the partner rep may vary - you can find out who it is from scrolling down to "Channel Rep" on the upcoming renewal opp:  **Auto-renewal** Most renewals (aside from Carahsoft) will technically be on "auto-renewal". This works different in channel vs direct space because when we auto-renew the partner, they will get an invoice, but won't pay it unless there's a PO to reference. So yes, they can be auto-renewed if we don't get a PO, but that doesn't guarantee getting payment and will normally result in collections reaching out to you on the open invoice. They are still held to the 11.2 clause in our BSA on late reductions/cancellations. **Best Practices** - When dealing with a customer that is purchasing through a reseller (aka partner), we do not communicate pricing with the customer ever, it is only communicated through the reseller - We never communicate to customers that they should move direct with Box or purchase through another reseller, it is only done if the customer makes the request on their own accord - We do not have visibility into the exact margin the partner will apply to a renewal, sometimes we can ask the partner to tell us but they are not required to. We normally estimate the margin to range from 10-30% - Loop in the partner team when communicating with the customer so there is full transparency - Some partners will ask that you never speak or reach out to the customer on your own, normally seen with partners that act as IT consultants - Send out pricing well in advance (1.5-2 months) since we are working through a middle man, the procurement process can be lengthier **Deal Desk Tickets** Channel - Channel Exception Request - submit this ticket when customer is moving from Channel to Channel partner or Channel to Direct - refer to partner sales rep for help on this