A Big 4 Professional services company

Case Study – turning EMEA Account Management Development Programme virtual

The account manager development programme supports account managers who are spread across EMEA, to help drive and develop the performance of their key accounts.

The brief / challenge

Juniper has been involved in the design, delivery and project management of a 10-month EMEA account manager development programme since 2013. However, due to the Covid-19 outbreak and the travel restrictions as a result, we were given the challenging task of managing the virtual transformation of the second of the three module programme.

The solution

Our first task was to review the previous module materials, and make the required content and structural changes, whilst collaborating with guest presenters and contributors. Due to the limited time we had, effective project management was essential to the success of the module, as it allowed us to keep on track and ensure nothing was missed. Every stage of the process required meticulous detail, constant collaboration with core team members, and a fast-paced working rhythm, including virtual meetings and team calls.

Every module has specific learning objectives. Due to the time reduced delivery time ( half of the usual face to face time allocation), focus on learning objectives was even more critical on this occasion. We did this by:

· reducing the content to the essential elements of the module that participants would gain the most from

· designing interactive virtual sessions including virtual breakouts and role plays

· creating a schedule that optimised timing for virtual delivery. This included limiting each session to two hours, and an exercise or a change in delivery after 45 minutes (the optimum learning time). Breaks in between each session allowed participants to have a rest, and to refocus for the next topic.

· including a variety of virtual tools to keep participants engaged and to encourage participation. (e.g.Mural, Jamboard, Menti, Slido as well as the chat function within Google Hangouts)

The results

The feedback from participants, facilitators, guest speakers and actors (who brought the virtual role plays to life) was some of the most positive feedback we have received. Through delivering the module virtually, we succeeded in meeting the learning objectives, whilst introducing virtual tools to the account managers (which they can now use with both their clients and internally), whilst also ensuring the safety of the participants and adhering to organisational guidelines.

As virtual delivery is likely to form at least part of the future of training, the hard work invested in this programme will see returns for years to come.

Case Study - Turning a 20-module account management curriculum virtual

A global project, comprising the conversion of a 20-module account management curriculum from face-to-face delivery to trainer-led virtual modules, supported by complete project management, quality control and creation of facilitation and implementation guides for a global professional services firm.

The brief / challenge

As a trusted partner, Juniper was approached to deliver the project in just six weeks to meet tight deadlines faced by the Global Marketing Office, based in the USA.

The solution

Given the tight timeframes and differing time zones of the stakeholders within the team, project management was key to the success of this project. Having identified the critical path, we set about getting to work, which involved:

· Adapting the content and messaging within the modules to reflect the virtual-delivery environment (e.g. how best to communicate with clients on camera, how to network in a virtual world)

· Creating the facilitation and implementation guides to reflect the virtual delivery (e.g. using Jam boards and online collaboration tools instead of physical break-out rooms and flip charts)

· Updating the content in line with initiatives brought in since the curriculum was originally created (e.g. new organisation strategy, methodologies, and philosophies)

The results

Juniper redesigned the 20 modules within six weeks - on time and on budget. The curriculum was launched by the Global Marketing Office for use by account managers at manager through to partner level to all territories around the globe, ensuring that all relevant individuals were aligned in their use of the firm’s sales framework.

The Global Marketing Office was congratulated for being “ahead of the curve” and for helping to provide the business development community with much-needed support during a period of rapid change, due to Covid-19.

Case Study - Capturing the firm’s sales cycle in seven mini-films

A project drawing upon Juniper’s creativity, project management, and understanding of the sales cycle to contribute to the design and delivery of a three-hour virtual sales training module to be rolled out across all territories globally within a seven-week window.

The brief / challenge

Juniper partnered with the US-based Global Marketing Office of a professional services firm to design and deliver from scratch seven mini-films encapsulating the essence of each stage of the firm’s complex sales cycle, augmenting good practice attitudes and behaviours to achieve success.

The solution

Embedded within the client team, we managed the seven-week project end-to-end, involving the client and other third-party providers. Key steps in the overall process included:

· Understanding the complex sales cycle to establish what “good practice” looks like

· Identifying and developing characters for the scenarios, to be played by actors. Providing casting options to the client

· Deciding which scenes should be filmed virtually and which in-person to make the scenarios as realistic as possible

· Writing the scripts on sales-related topics for each scene (e.g. handling objections, building rapport, negotiation, value-based pricing)

· Writing directors notes and directing the movies in conjunction with a third-party film and editing crew

The results

The seven films were included in the 3-hour virtual training workshop, which was distributed to all territories. All business development professionals from manager to partner level were given access to the training. As a result, they were all aligned on their understanding of how to optimise the sales framework, ultimately enabling them to provide a better service to their clients and to identify more business opportunities.

Case Study - Delivering Account Vision & Strategy - design and delivery

Working within the US-based Global Marketing Office team at a professional services firm, the Juniper team helped to increase global revenue by upskilling business development professionals and account managers on how to develop a vision and strategy for their client accounts.

The brief / challenge

Already very familiar with the sales landscape within the global firm, Juniper was charged with the design and delivery of virtual training modules to help the business development community understand and practise developing a vision and strategy for their client accounts with the goal of being able to identify opportunities and win further business.

The solution

Working across the globe from the US to China, Juniper created a four-part virtual learning solution, comprised of two virtual facilitated modules, each requiring learners to complete pre-work. We collaborated with subject matter experts from the client team to create videos, questionnaires, testimonials and a case study, the latter being used as a launch pad for learners to test their understanding.

Juniper then facilitated two pilot virtual workshops in the Hong Kong China region to kick off a global roll-out. The client was delighted with the engagement of their business development employees, who had not received guidance or support in this area for three years due to the pandemic.

The results

A heightened understanding of their clients’ priorities and challenges allowed the sales professionals to create and align a vision and strategy for their own client accounts. Subsequently, they could offer more targeted support and solutions, leading to higher revenue for each account they managed.

A Big 4 Professional Services firm