IM_SSM WorkFlow SOP

Created by Wilson, Lindsey, Modified on Fri, 1 Nov at 1:45 PM by Wilson, Lindsey

SOP – Work in conjunction between IM & SSM – for Existing NA/RA Accounts

General Information
Process Title: IM/SSM workflow for RA/NA	Department: CSC
Effective Date: 5/2/24	Revised Date: 5/2/2024

1. Introduction

This Standard Operating Procedure (SOP) delineates the collaborative process between the Sales Support Manager (SSM) and the Implementation Manager (IM) concerning existing National and Regional Accounts (NA/RA).

2. Purpose

The purpose of this SOP is to ensure seamless collaboration between the IM and SSM in managing both current and future accounts on a daily basis.

3. Scope

This SOP encompasses the coordination between the IM and SSM, ensuring the SSM is informed about the addition or removal of accounts by the Regional Account Managers (RAMs) and National Account Managers (NAMs). Effective communication is essential for maintaining operational clarity.

4. Schedule

The IM and SSM will engage in daily collaboration to facilitate ongoing account management.

5. Delivery Mode

Communication will occur through various platforms, including phone calls, Microsoft Teams, emails, or scheduled meetings, to ensure effective information sharing.

6. Roles and Responsibilities

Implementation Manager (IM):

Responsible for the addition and removal of accounts as requested by RAMs/NAMs.

Once all accounts are updated in iSeries and transferred to Salesforce, the IM will notify the SSM that the data is ready for report generation for NA/RA.

Address any billing or accounting discrepancies that arise.

Inform the SSM when inventory loading begins for bids, providing insight into the inventory involved to preemptively address potential issues.

Sales Support Manager (SSM):

Maintain a Standard Operating Procedure (SOP) for the transition of responsibilities to the SSM once an account is established.