Selling Secrets Executive Summary

The Future of Sales is Digital

Laura Adint
Laura Adint, VP of Sales Operations & Development

We’ve always had lofty goals at Drift. We want to grow fast. We want to be the best at what we do. And we want to make our customers successful. Now we’re entering a new stage of hypergrowth that’s more mature – one that requires us to develop smarter processes to scale.

As a sales organization, our main focus is selling and accelerating revenue, but more than ever we have to be intentional about how we grow. Personally, I’ve always loved being close to the action. And revenue is where the action is.

In sales leadership, you need to be able to read what’s happening, find ways to improve, and then go out and enact that change. At the same time, you need to do this without stifling the personalities and enthusiasm that define your sales organization.

As we grow at Drift, we’re focusing on new mid-market and enterprise targets, which have very different sales cycles. This requires us to make smart investments and be intentional about all of our processes. Growth is an exercise in adaptability and change.

That’s to say nothing of the global transformation going on around us.

Until recently, Drift was an office-first culture. There was a sense of camaraderie that came from working together, especially for our SDRs. For many of them, it’s one of their first jobs out of college. And it’s a hard job, one where you’re told “no” a lot. If someone had a bad call, they could turn to their friend for a joke or some words of comfort. You don’t get that from your cat or dog working at home all day.

Now that we’re a remote-first company, we’ve had to change how we coach and onboard new SDR hires. We’ve developed ways to simulate the in-office learning experience. Like having new SDRs start on Drift Live Chat, with an SDR teammate or customer advocate there “digitally” to help them out. If the SDR needs internal support, they can tag in a teammate – all without the customer knowing.

B2B sales cycles, in general, have also changed. Because buyers’ preferences have changed too. A McKinsey report found that almost two-thirds of today’s B2B buyers now prefer remote human interactions and digital self-service vs. in-person sales meetings.

The good news is, there are now so many ways to connect with buyers, whether it’s text, email, chat, LinkedIn, video, or a phone call. It’s more important than ever to be tight on your message and find a way to stand out. Often that’s less about communicating urgency or being the loudest voice in the room, and more about understanding peoples’ preferred way to communicate.

At Drift, we’re constantly growing and learning as a sales organization. But we’ve built an incredible team of experts over the last few years. Not only are they deeply embedded in our platform every day, but they bring with them expertise from the world’s most-renowned sales teams.

Now, we want to share their knowledge with you.

In this guide, you’ll hear from our sales leadership and the Drift SDRs, account executives, and account managers on the frontlines. Not only will you get to see how we use Drift @ Drift, but walk away with insights and sales secrets from our in-house sales cycle experts.

In this guide you’ll learn:

  • What Conversational Sales looks like in practice
  • Strategies and tactics from Drift’s top sales leaders
  • How SDRs use the Drift platform to scale their prospecting activities and increase productivity
  • How inbound and outbound account executives use Drift to accelerate sales cycles
  • How Drift account managers use Drift to create lasting relationships with customers and drive renewals and expansion opportunities

Sales Prospecting

Sales Secrets for Developing SDRs into Future Business Leaders

JulianneThompson
Julianne Thompson, Head of Sales Development

Like most salespeople, I got my start as an SDR.

I adored the job. I loved the hunt. Unearthing new business opportunities was nearly as exciting as actually closing the deal.

While I’m still as passionate about sales prospecting as I was back when I started, a lot has changed in the past eight years. The growth in sales technology has left prospecting feeling more impersonal. Instead of having genuine conversations, sales reps often run through rigid templates and scripts.

But, at the end of the day, we’re humans buying and selling from other humans. Companies like Drift have done a great job re-humanizing the sales cycle – especially during the prospecting phase. At Drift, everything we do focuses on people and genuine conversations.

A good SDR will convert about 20% of the conversations they have on the phone into meetings. But that leaves 80% of conversations open. What we’re trying to do there is connect the dots for our buyers. We’re answering buyer questions, demonstrating value, and delivering an amazing website experience along the way.

Using Drift allows us to have those conversations wherever our buyer happens to be. For example, our SDRs receive notifications whenever somebody from their target account is on our website. This allows them to drop in and have a real-time conversation instantly. Meeting people where they are and engaging with them on their terms is hugely impactful.

Even when our reps are offline, our artificial intelligence (AI) technology has their back. Every morning our SDRs have bot-booked meetings waiting for them to start their day. Drift is like an always-on technological teammate, ready to help buyers every hour of every day.

sales secrets prospecting

Even though it’s a bot handling the chat, we’re still laser-focused on the individual. Our approach to prospecting delivers a supportive, personalized, and engaging service to buyers – but it’s beneficial for reps, too. People often join Drift as an SDR without knowing exactly what they want to do next. That’s why training is such an important part of my job. Over their first 18 months, we expose SDRs to many different elements of the B2B sales cycle and help them map out their career progression.

To double down on that, we even launched a virtual career fair. We brought in professionals from dozens of different post-SDR career paths: field sales, account executives, management, sales enablement, and so on. They ran fireside chats and fielded questions and queries from SDRs.

After building a career in business development, it’s important for me to help others do the same. And I love how supportive Drift has been in helping me do that.

How We Train Our SDR Team at Drift

Want more insights from Julianne on training high-performance SDR teams? Check out her strategies and plays on the Drift blog.

Read the Blog

A Day in the Life of a Drift SDR

From prospecting into key accounts to outbound outreach – here’s a behind-the-scenes look at the strategies our SDR team uses at Drift.

How Did You Become an SDR?

Exploring startup opportunities

“I started my career in tech sales when I co-founded a startup with one of my best friends. I became fascinated by sales and entrepreneurship. After graduating college, I flew out to San Francisco on a whim to work for a tiny bootstrapped startup. This was the biggest gamble in my professional career. Eight months later, I was recruited by the French Embassy Trade Office where I led outbound sales development for top-tier French SaaS startups. I stumbled into Drift during a Sales Hacker webinar and fell in love with the company. I’m lucky to have found my dream job.”

Kahlil Trocme
— Kahlil Trocmé, Enterprise Sales Development Lead
Starting My Career at Drift

“I actually started as an HR intern at Drift – back when we were around 100 employees. Since then, I’ve experienced a bit of everything: After HR, I moved into Customer Advocacy. In that role, I had a blast supporting our customers and talking to marketing and sales leaders. I also loved collaborating with our sales team. Through that collaboration, I quickly realized, “Hey I want to do that!” So when Drift introduced a new sales support role in 2019 – known as a Conversation Development Representative (CDR) – I worked with our leadership to define the position. And that’s how I became Drift’s first CDR! Within a year, we grew that role into a team of four. Later on, as we started building out our SDR organization, it became time for me to move up. And that’s where I find myself today – as an Enterprise SDR.”

— Tate Knapp, Enterprise Sales Development Rep
Growing expertise

“The tech and SaaS industry is all very new to me. I used to work retail sales, so, as you can imagine, I had no idea what an MQL, CTA, SLA, or who the heck a CMO was when I started here. Thankfully, today, I do. SDR onboarding at Drift focuses on the basics of marketing and sales. This helped me feel informed in my role, and made the learning curve that much easier to overcome.”

Madison Barnett
— Madison Barnett, Sales Development Rep

What do you do here at Drift?

Coach & leader

“As an SDR Team Lead, I’m in charge of recruiting, onboarding, and coaching new hires. I help new hires understand our tools, processes, and techniques to craft outbound sequences and educate buyers on the problems Drift solves. I see my role as a motivator, challenger, educator, and pipeline builder.

We’ve also adjusted really well to a remote-first culture. I have morning and afternoon check-ins with my team, training huddles, weekly drills, call feedback sessions, and a few happy hours now and then. We celebrate our successes and strive to keep work fun – all while staying laser-focused on our goals.”

Kahlil Trocme
— Kahlil Trocmé, Enterprise Sales Development Lead
breaking through to the enterprise

“I’m an Outbound Enterprise SDR, which means I run completely cold outbound campaigns into our enterprise accounts. I work with two enterprise account executives, and co-own their books of business. It’s a really great group we have! Together, we analyze and study our books of business, identify accounts that we want to break into, and develop strategic campaigns to drive conversations and generate pipeline.”

— Tate Knapp, Enterprise Sales Development Rep
creating a great first impression

“As an SDR, you are the first impression people have of a company – and that’s a big responsibility. I love that, and I love the different ways I get to do that through cold calling, emailing, prospecting into accounts, building them out, and syncing up with our team. I use the Drift platform every single day – from chat to video. I’m always learning something new in this role, which is a great experience to have in your job.”

Madison Barnett
— Madison Barnett, Sales Development Rep

What Drift Features Do You Rely on in Your Day-to-Day?

Sales secret #1: Go Deep into what target accounts care about

“I use Drift ABM to jump into conversations with my prospects while they’re live on the site (by far one of my favorite features) and understand what sparks their curiosity. Drift Prospector also gives me x-ray vision into what’s happening in those target accounts and helps me identify various buying committees.”

sales secrets abm

Kahlil Trocme
— Kahlil Trocmé, Enterprise Sales Development Lead
Sales secret #2: Personalize & Scale Your Sales Prospecting

“Drift Prospector and Video are essential to my prospecting strategy. For every priority buyer I identify in Prospector, I send three to four Drift Videos before we even speak on the phone. These videos include lengthier custom demos or quick snippets where I introduce myself and walk through their website.

Outside these features, Drift chatbots, Meetings, and Virtual Selling Assistants are my lifeline. If I’m busy strategizing new accounts or sending videos to buyers, I have peace of mind knowing that our chatbots and Virtual Selling Assistants are always on in the background. They help carry my workload. That might mean pre-qualifying buyers and teeing up conversations for me on our website or booking meetings for me while I sleep.”

— Tate Knapp, Enterprise Sales Development Rep
sales secret #3: stand out from the crowd

“Without Drift, I couldn’t book half the meetings that I do. Every morning I create a list of who is at their highest intent to buy via Drift Prospector, and who’s interested or wants to learn more about Drift. Those people will be my first dials or my first emails of the day. I also keep the Drift desktop app open so that I can chat into any target account that jumps onto the site right away.

And I use Drift Video non-stop. Many of my SDR friends were in awe of the fact that we use Drift Video. It’s a super new way to prospect. It’s not used by a lot of organizations, which makes a cool first impression.”

Madison Barnett
— Madison Barnett, Sales Development Rep

SDR Tips & Tricks to Drive Success

Sales secret #4: Make empathy a competitive advantage

Empathy has been my competitive advantage throughout my sales career. I always try to put myself in the shoes of my buyers when prospecting. Keep your messaging concise, original, and problem-centric. Outbound sales development can become repetitive so don’t forget to also have fun and stay creative!”

Kahlil Trocme
— Kahlil Trocmé, Enterprise Sales Development Lead
Sales secret #5: Think of Outbound outreach like mini campaigns

“I think of my outreach cadences as mini campaigns. For example, if there’s a CMO and CRO at a high-priority account, I’m going to carefully craft outreach cadences for them. And the easiest way for me to do that is with Drift Prospector. In Prospector, I can pull any filter from our CRM to create different attribute lists, and then develop messaging based on people that fit into that criteria. This method lets you develop really cool plays personalized to buyers.”

— Tate Knapp, Enterprise Sales Development Rep
sales secret #6: Be Human & Ship Daily

“Get super comfortable with video. No one likes to listen to themselves talk, but one of the Drift leadership principles that I love is to have a bias for action. When you’re making Drift Videos, have that bias for action and just ship it rather than trying to make it perfect. People want you to be human.”

Madison Barnett
— Madison Barnett, Sales Development Rep

Inbound & Outbound Sales

Sales Secrets for High-Performance Sales Teams

Josh Pennino
Josh Pennino, SVP of Enterprise Sales

I started selling when I was 11 years old.

It was the 1980s and I lived in St. Paul, Minnesota. Any time it snowed, I’d walk door-to-door and ask my neighbors if they wanted their walkway shoveled. I’d negotiate the price, assign my buddies to walkways, and distribute the cash. Through high school and college, I scaled up and experimented with other ideas like private snowboarding lessons.

Just as I evolved from a pint-sized snow shoveling mogul into a sales executive, I like to see a progression in my account executive (AE) hires.

I look for people who have progressed in their careers. Maybe they start out as an inbound SDR and transition to outbound or a senior SDR role. There’s a lot of scope for progression within the AE function as well. Perhaps they start in mid-market and move to commercial or enterprise. Whatever the specifics, seeing progression tells me that someone wants to grow.

Retention, knowledge, and outlook are important, too. Have they successfully weathered the onboarding storm? Are they coachable? Can they implement feedback? Do they have grit? Are they humble?

But finding the right people is only half the equation. Sales has come a long way since my days shoveling walkways in the St. Paul suburbs. With new technology like Drift, we can turn the dial on AE performance.

We’re using Drift daily to accelerate the sales cycle. For example, we’re harnessing Drift Video for follow-ups. It makes a huge difference. We can condense a stack of emails into one succinct video. Then there’s Drift Prospector, which we use to better understand who we’re targeting and how to reach them. It narrows our focus and empowers us to get deeper into the right accounts.

sales secret for inbound and outbound sales cycles

Although technology forms a core part of our sales cycle, that’s not necessarily the case elsewhere. Other businesses have only begun their digital transformation. Some have yet to begin. That said, as the world embraces virtual B2B buying, I think that will change – and quickly.

The future of B2B buying is exciting.

Our goal is to delight our customers and visitors, regardless of how buyer behavior evolves. Innovative sales organizations are transforming the generic online buying process into a VIP personal shopping experience. When we get that right, the benefits don’t stop at conversion. If we deliver an outstanding buyer experience, customers stay with us for longer.

And all of that ladders up to significant commercial change: We accelerate the sales cycle and our revenue.

Find the Formula for Sales Success

Learn how to develop sales plays based on Drift’s Conversational Sales Formula.

Get the Formula

A Day in the Life of a Drift Account Executive

Here’s how Drift’s account executives use Drift to gain the competitive advantage they need to accelerate sales cycles and close new business.

How Did You Get into Sales?

Define Your WOrth

“I first got into sales because of marketing. I was a finalist for an interview, and I made it to the last round out of 5,000 applicants for this great internship in New York. When I didn’t make the final cut, I was like, “Well, now what?” I started looking at companies in Boston. I found a recruiting company called WinterWyman. And that’s where I got my start in sales! Recruiting was a great entryway into the sales world. The reason I chose that job – and eventually sales – is that I’m competitive and I love the idea of being able to dictate how much money I earn.”

Alex Hanbury
— Alex Hanbury, Enterprise Account Executive
Follow Your Passion

“After studying marketing in college, I had a social media internship for a couple of years, and I was about to take a full-time job with a company when my boss said, “Nick, don’t take this job. You’ve talked about sales. Your mom is in sales. Go look at some sales jobs at tech startups. I’ll hold this job open for you for a month. If you decide you want to keep it, it’s yours.” The next week, I interviewed for a few sales positions in San Francisco. I thanked my boss and told her I was taking a job as an SDR. It was the biggest blessing of my career.”

Nick Christolos
— Nicholas Christolos, Mid-Market Sales Manager
Work Your Way to the Dream Job

“My first job out of college was a sales job at a healthcare tech company selling medical imaging software to hospitals and healthcare systems. I attended trade shows all over the country, sourced my own leads, and took deals to closure. After that, I moved to San Francisco and spent the next five years at Box, where I developed my sales career. There, I got promoted four times and eventually transitioned into sales management, which is what I’ve always wanted to do.”

Carolyn Fishman
— Carolyn Fishman, Mid-Market Sales Manager

What Do You Do Here at Drift?

I’m a Revenue Accelerator

“As a senior enterprise account executive, my primary role is to close as much revenue as possible for the company in the enterprise space. With all the moving pieces it takes to close a deal like that, it’s so helpful to have a platform that takes care of the grunt work and lets you focus on selling.”

Alex Hanbury
— Alex Hanbury, Enterprise Account Executive
Helping turn challenges into learning experiences

“My primary role at Drift is coaching and leading a team of account executives. I have four phenomenal salespeople on my team. For me, the best thing is seeing someone turn a challenge into a learning experience. Let’s say they’re struggling with discovery, and all of a sudden they have a great discovery call. You’re reviewing it and you’re like, “Yes!” That “aha!” moment is by far the most rewarding part of my job.”

Nick Christolos
— Nicholas Christolos, Mid-Market Sales Manager
Creating Skilled sellers

“Today, I manage Drift’s east coast mid-market sales team on the net-new business side. As a sales manager, the best part of my day is working with my sales reps and watching them develop their skills and careers as sellers.”

Carolyn Fishman
— Carolyn Fishman, Mid-Market Sales Manager

What Drift Features Help You Level-Up Your Sales Process?

Sales Secret #7: Double Down on High-Value Sales Activities

“So much of sales without Drift is chasing and banging your head against the wall. Drift is a must-have platform because it helps you focus on high-value activities. For example, I love Drift ABM. I use it every day. You could be sending emails, doing normal day-to-day stuff, and you get notified that this account you’re working with is on the website. You click on the notification and have a conversation. It’s super impactful and helpful in speeding up deal cycles.”

high-value sales secrets for b2b sales cycles

Alex Hanbury
— Alex Hanbury, Enterprise Account Executive
Sales Secret #8: Get Your Selling Time Back

“Drift accelerates deals. Instead of a prospect coming in through a form and taking a day or two – or longer – to get a meeting scheduled, that same prospect auto-books on the website, and it gets scheduled on the calendar without any back and forth. That can shave a week off right there for my sales team.”

Nick Christolos
— Nicholas Christolos, Mid-Market Sales Manager
Sales Secret #9: Use Real-Time Engagement for Selling & Training

“Earlier this year, one of my account executives was working to close the largest deal of the quarter, when he received a Drift notification. It told him that the signer was on our pricing page. He was able to instantly start chatting with the buyer and answer his questions. The prospect thought it was such a cool feature, he closed the deal two days later. It was a cool, meta moment.

I love also using Drift Video to engage with my team. In our new WFH environment, I no longer have the luxury of being able to swing by their desks. A video is a great alternative that lets me get a quick message out when it doesn’t warrant a full meeting.”

sales secrets for real-time engagement

Carolyn Fishman
— Carolyn Fishman, Mid-Market Sales Manager

What’s the Sales Advice You’d Give Younger You?

Sales Secret #10: In Enterprise SElling You Need to Pass the Ball

“Selling to enterprise clients requires more teamwork. The higher up you go, the more time you spend quarterbacking different people on your team and getting everyone to work together. The solution consultants do the demo. I might tag in Chris, my director, to join a call. We might have folks from the onboarding team on a call. As you work up into these bigger deals, you learn to share the load.”

Alex Hanbury
— Alex Hanbury, Enterprise Account Executive
Sales Secret #11: Be a Better Listener

“In past jobs, I spent so much time taking notes and focusing on what I was going to say that I forgot to listen to the other person and foster a real conversation. Tools like Gong are great for letting you relax into a sales call. When you don’t have to worry about obsessively taking notes or missing something, you can use all the great active listening and mirroring techniques to probe for more detail.”

Nick Christolos
— Nicholas Christolos, Mid-Market Sales Manager
Sales Secret #12: Stay Organized & Engaged

“Organize your territory and have a plan. Call your top prospects at the beginning of every year or quarter, and stick to your plan as much as possible. Use Drift to stay engaged with your buyers and prospects at all stages of the sales process.”

Carolyn Fishman
— Carolyn Fishman, Mid-Market Sales Manager

Account Management & Growth

Sales Secrets for Delighting Customers & Driving Long-Term Growth

Rich Brazeua
Rich Brazeau, VP of Mid-Market Sales

After graduating from college, I spent five years in finance.

It was mentally engaging and challenging, but it lacked the human element that was important to me. Instead of living in spreadsheets and breathing data, I wanted to sidestep into the world of sales and marketing, where I could use my data-driven mindset in a more personable setting.

I secured my first sales role in 1999 and I’ve never looked back. Since then, I’ve worked across the go-to-market function – in marketing, sales, and customer success. Today, as VP of Sales at Drift, I lead our mid-market sales strategy, split between net-new logo acquisition and retention.

Although there’s a lot of overlap, acquisition and retention each require a different set of skills. We use dedicated account managers and account executives to pursue those aims.

Our account executives concentrate on landing new logos. After the deal is signed, they work with new customers to onboard them and get them running. About six months into the relationship, our account managers take over. They’re focused on aligning our services with a customer’s goals and objectives.

Our ultimate goal is to help our customers grow and expand their company with one connected sales cycle and customer success program. But businesses grow at different rates. Our account managers get deep into businesses, drive a consultative approach, and identify new opportunities within whatever growth trajectory there is.

I strive to place the customer at the center of everything we do. That’s particularly important given the disruption caused by the COVID-19 pandemic. Like many other companies, we doubled down on customer retention. For example, we added renewal specialists who collaborate with account managers and success managers to ensure we’re driving excellence in retention.

And Drift’s Revenue Acceleration Platform helps us achieve that goal. With it, my team can access amazing data and insights on our customers. We understand who to engage, gain insights into their communication preferences, and learn about their goals, challenges, and pain points. And we can then immediately act on the data we see.

Whether that’s shooting off a quick Drift Video or switching between chat and video calls, Drift makes our interactions effortless. Those capabilities are invaluable to our account managers and renewal specialists. If we weren’t Drift, we’d be their biggest customer.

B2B sales cycles post-purchase

A Day in the Life of a Drift Account Manager

Customers are your greatest source of learning and advocacy. That’s why investing in their success is so important. The more successful they are, the more successful you are.

Here’s how our team uses Drift to delight customers and grow revenue opportunities post-sale:

How Did You Get into Account Management?

From BDR to AM

“I first got into sales as a BDR at HubSpot. What I liked most about it was having conversations with different people – taking the time to get to know them and understand their business, and then diving into their problems. For me, what’s most rewarding about selling is the relationships you build with customers over time. There’s nothing like watching a customer get a big win and knowing that I played a small part in it. That makes it all worth it.”

Katy Zingale
— Katy Zingale, Enterprise Strategic Account Manager
SaaS Self-Starter

“I started in SaaS back in 2012. I was an SDR at Salesforce and was promoted to an account executive shortly after that. I had this seller role at a couple of companies over the years and got some account management experience in the mix. The reason I got into account management is that I wanted to build lasting relationships with customers. And it’s been a really fun journey up to this point.”

Ken Shin
— Ken Shin, Focused Mid-Market Senior Account Manager
Broadcast journalist Turned AM

“I went to college for broadcast journalism and ended up doing on-air sports reporting. But, I got tired of the long hours and the low-pay of sports television. I knew I had to refresh my career. I went into customer support for one of the technologies we’d used at the TV station and then ended up moving from support to customer success and account management. Finally, I ended up coming to Drift about two years ago on the account management side.”

Neil Fielder
— Neil Fielder, Strategic Mid-Market Account Manager

What Do You Do Here at Drift?

Value-Finder

“Today, I manage the overall commercial relationships of our customers. That includes strategic growth, renewals, and exploring functionality that may benefit them. I try to find things that they’ll get value from, that will make their lives easier, and then we go from there.”

Katy Zingale
— Katy Zingale, Enterprise Strategic Account Manager
problem-Solver

“Customers don’t know what they don’t know, so a lot of my work is around educating them on Drift’s capabilities. Then I’m trying to align those capabilities to their business goals. That might include upselling a customer on additional products or inviting new teams into Drift.

I rely heavily on storytelling because customers want to hear what their peers are doing. They relate to stories that touch on similar pain points. We talk about how other customers have been able to overcome their challenges.”

Ken Shin
— Ken Shin, Focused Mid-Market Senior Account Manager
Matchmaker

“As account managers, we’re in an interesting spot to cross-pollinate between internal stakeholders and customers.

I have a lot of amazing colleagues across marketing, sales, operations, finance, and so on. Everyone has been willing to jump on the phone with customers, and customers appreciate that. They look at Drift as a forward-thinking organization and a great resource. I think there’s a correlation between account growth and the number of people at Drift the stakeholders have met.”

Neil Fielder
— Neil Fielder, Strategic Mid-Market Account Manager

How Do You Use Drift in Your Day-to-Day Work as an Account Manager?

More Efficient & Accessible Than Ever Before

“Before using Drift, my process was so much less efficient. Every message took longer to write. A single conversation could go on for days, if not weeks. With Drift, customers have so many more ways to connect with me: chat, video, phone, and email. It brings us closer together and helps keep up the fast pace of how we like to work at Drift.”

Katy Zingale
— Katy Zingale, Enterprise Strategic Account Manager
Collaborate Seamlessly

“Drift is great for cross-team collaboration. Our Customer Advocacy team will loop us into conversations that are looking to either upgrade or have questions that I can answer as their account manager. I get instantly notified when one of my teammates loops me into a Drift chat. If I’m available, I can respond in real-time. I can’t tell you how many times I’ve been able to help customers and save a renewal just because I was available through chat at that moment.”

Ken Shin
— Ken Shin, Focused Mid-Market Senior Account Manager
Keep Deals Alive

“Drift helps me limit the chances of a deal going dark by removing friction from the buying experience. This could be as simple as sharing my calendar link so customers can pick a time to meet or sending over a Drift Video where I go over a proposal ahead of a call (or instead of a call). Outside that, almost twice a day I’m checking Drift Prospector. I look at open opportunities or at accounts that have upcoming renewals and identify who from those companies interacted with Drift recently. I’m not digging through Salesforce for activity data. The view that I have through Drift is super clean and actionable.”

Neil Fielder
— Neil Fielder, Strategic Mid-Market Account Manager

What Drift Tips & Tricks Should Every Account Manager Know?

Sales Secret #13: It Could Have Been a Video

Drift Video is my secret weapon. It saves me so much time, and so many hours of email writing, every single week. I use it for prospecting follow-ups and for getting back in touch with people. I also use Drift ABM notifications on mobile and desktop so I can stay up-to-date in real-time. And I use Drift Profile all the time for booking meetings, especially via email, but also through chat and LinkedIn.”

video as a sales acceleration secret

Katy Zingale
— Katy Zingale, Enterprise Strategic Account Manager
Sales Secret #14: StEp Up to Create a Better Customer Experience

“When I’m in Drift, the first thing I want to do is jump in and greet my customer. But before I do that, I scroll to the top of the thread and read through their conversation with our bot and customer advocates. By doing my research, I’m not asking my customers to repeat themselves. That’s critical to delivering a seamless customer experience.”

Ken Shin
— Ken Shin, Focused Mid-Market Senior Account Manager
Sales Secret #15: The Value of Real-Time Conversations

“When I receive an alert that someone is watching my Drift Video, I try to chime in and let them know I’m available to chat. From the customer’s perspective, they’re watching the video, they get the alert, and see Drift in action. I’ve heard people say, ‘Wow, this would be fantastic if my team could do this.’”

sales cycles and real-time conversations

Neil Fielder
— Neil Fielder, Strategic Mid-Market Account Manager

What Advice Would You Give Other Account Mangers?

Sales Secret #16: Turn Customers Into Champions

“The customer is king. They’re your references, they’re your brand ambassadors, and they’re the case studies you share with all the other companies you’re hoping to work with. Another key is to find your champions within an account or organization and build them up. Give them a voice in the buying process. Let them help you sell.”

Katy Zingale
— Katy Zingale, Enterprise Strategic Account Manager
Sales Secret #17: Collaborate Across Your Company

“Sales is increasingly collaborative. For example, we have customer advocates who will loop us into accounts that are looking to upgrade. Those are great conversations and I rely on Drift because sometimes I’m too busy to check my emails or Slack.

I get an instant notification when my teammates loop me into a Drift chat. If I’m available, I can respond in real-time.”

Ken Shin
— Ken Shin, Focused Mid-Market Senior Account Manager
Sales Secret #18: Be Tactical WIth Your Time

“Read the conversations. There’s so much you can understand by going into accounts and looking at previous conversations. You get a sense of their friction points and goals. You can learn a lot in a small sample size.”

Neil Fielder
— Neil Fielder, Strategic Mid-Market Account Manager

Helping is the New Selling

At Drift, we have a mantra: Helping is the new selling.

We hope these sales secrets and best practices spark new and creative sales strategies for your team – and help improve your sales cycle, from first conversation to renewals.

Feel free to reach out to any of these sales experts with your questions. As you can imagine, they’re always down for a chat.

Laura Adint
Laura Adint, VP of Sales Operations & Development
Julianna Thompson
Julianne Thompson, Head of Sales Development
Kahlil Trocme
Kahlil Trocmé, Enterprise Sales Development Lead
Tate Knapp, Enterprise Sales Development Rep
Madison Barnett
Madison Barnett, Sales Development Rep
Josh Pennino
Josh Pennino, SVP of Enterprise Sales
Alex Hanbury
Alex Hanbury, Enterprise Account Executive
Nick Christolos
Nicholas Christolos, Mid-Market Sales Manager
Carolyn Fishman
Carolyn Fishman, Mid-Market Sales Manager
Rich Brazeua
Rich Brazeau, VP of Mid-Market Sales
Katy Zingale
Katy Zingale, Enterprise Strategic Account Manager
Ken Shin
Ken Shin, Focused Mid-Market Senior Account Manager
Neil Fielder
Neil Fielder, Strategic Mid-Market Account Manager

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