Stakeholder
Operations Manager
Priorities
- Process repeatability
- Team capacity
- Reducing manual work
- Consistent execution without constant heroics
Fears
- Building something that only they understand
- Automation that breaks and no one can fix
- Being held accountable for a system they didn't design
KPIs
- Process completion rate
- Manual hours saved per week
- Error rate per process
- Cross-trained team members per workflow
Buying motivators
- Simple, well-documented systems
- Training and handoff built into the engagement
- Showing you'll build for their team's skill level, not for the most sophisticated possible user
Common objections
- I'm the one who'll have to maintain this
- My team isn't technical enough for that
- We've been burned by automation before
Language to use
- Documented process
- Trained backup
- Simple to maintain
- Doesn't require code
- Editable by my team
Language to avoid
- Custom-engineered solutions only one person can support
- Buzzwords without operational meaning
You are reading a detail page within Stakeholders. This page is part of Module 8 of 12 in the New Account Manager Track. Back to Stakeholders