Snowflake values

Question 1

Put Customers First

Answer 1

Customer-centric approach (one SDR for inbounds)
Faster response times (5 minutes)
Improved reply rate (20% increase)

Question 2

Integrity

Answer 2

Nipped negativity in the bud. Had candid chat with rep about their negativity towards comp changes, addressed impact on team morale. Understood my concerns and changed behavior.

Question 3

Think Big

Answer 3

Inspired new team to peak performance in first year. Set ambitious goal, rallied them with belief in their potential. Despite being youngest team, they crushed it, even pulling early mornings (Australian hours) without me present. Their dedication? “We don’t want to let Mo down.”

Question 4

Be Excellent - teamship

Answer 4

Teamship Excellence: Clive Woodward’s England Rugby method. Minimum standards set by the team (no leader input), 100% agreement required. Example: 10 minutes early = late.

Question 5

Make each other the best

Answer 5

Kind but firm leadership - parent or Personal Trainer
Collaborative space for growth
Care about eachothers needs and development

Question 6

Get it done

Answer 6

Waste no time pointing fingers. Leaders embrace full accountability,

Vision to execution: Set clear goals, align efforts, and follow through until completion.

Story summary:

Implemented a simulated onboarding experience for SDRs to understand customer pain points.
Collaborated across teams (training, SDR managers) using Microsoft Planner.

Question 7

Own it

Answer 7

Mistake Started loose: Initially, SDRs had open prospecting (sequences, products, ICPs). Results varied.
Focused territory: Built enablement resources, used the best sequences based on data, assigned new SDRs a specific ICP for 6 months.
Outcome: Improved success and smoother onboarding.

Question 8

Sales Process

Answer 8

Consistency across floor
Common language - strong data collection.
Gives better visibility into reps difficulties /skill gap (e.g. qualifier notes)
Accurate forecast
Helps reduce the risk of burnout.
Avoid customer repetition.

Question 9

Tech Stack

Answer 9

Use Gong, outreach for coaching
More productive personalised automation
A/B testing
What works and what doesn’t - best practice
Lusha, Zoominfo - clean data. Skill, Activity, and Data are crucial for the success of SDR.

Question 10

Onboarding

Answer 10

ICP (pain & use case)
Product knowledge
Sales Process & Tech stack
Cold calling and email training