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SecurityMetrics

How to EnterCompany: SecurityMetrics, Orem, UT
Company Description: SecurityMetrics is a global leader in merchant data security and compliance for all business sizes and merchant levels, and as an Approved Scanning Vendor and Qualified Security Assessor, has helped over 1 million organizations manage PCI DSS compliance and/or secure their network infrastructure, data communication, and other information assets. SecurityMetrics is headquartered in Orem, Utah.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Global Sales Team of the Year

Nomination Title: SecurityMetrics' World Class Sales Team

Tell the story about what this nominated team achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

SecurityMetrics’ team of compliance consultants makes up the largest in-house call center in our trade, but they’re more than just a crew of salesmen. They’re a team of global educators. Speaking languages such as Spanish, Korean, Dutch, Japanese, Italian, and Russian, agents expand the company’s reach beyond North America to contact businesses in 173 countries as diverse as Argentina, Kenya, and Turkey. We not only apply our agents to sell Payment Card Industry Data Security Standard (PCI DSS) compliance services, but also coach small businesses worldwide on the importance of data security. As the majority of our customers are unfamiliar with the purpose and importance of payment security mandates, a key sales objective is to simplify the complex purpose of PCI compliance in order to increase customer trust and guide the dialogue into a sale.

Mid-2011, the sales team’s three objectives to add additional channel value, increase opportunity within customer renewals, and place a higher priority on international sales were failing to be executed. After recognizing the potential revenue these missed opportunities could generate for his department, Security Fulfillment Manager Ian Taylor quickly reorganized the way his group achieved results.

To advance SecurityMetrics’ already successful and existing merchant relationship channel outreach program, each agent was trained as a Personal PCI Assistant (PPA). Working through banking representatives, PPAs act as personalized PCI evangelists, security instructors, and customer assistance agents for each representative’s business owner clients. Because business owners often become frustrated with PCI, the opportunity for SecurityMetrics sales agents to cultivate a strong banking representative relationship through education is just as important as cultivating a strong business owner connection.

“If customers become frustrated enough, they begin cancelling merchant processor contracts,” said Ian Taylor. “Bank reps work hard to relieve as much pain as possible and retain their customers, and our sales team helps them do that by facilitating each bank rep customer’s security experience.”

To advance SecurityMetrics customer renewal rates, Ian restructured the renewals payment methodology. Instead of relying on billing addresses, sales agents focused on acquiring individual payment information for future automatic billing. As a result, payment information collected increased from 28% in late 2011 to 65% in 2012 and the automatic renewal rate shot up to 70%. In addition to the department’s information accruing tactic, sales agents were equipped with skills to proactively cross- sell products throughout the renewal process. These strategic product offerings led to a new product sales upsurge in the first three weeks of implementation that exceeded the projected target by more than six times.

To jumpstart the international sales approach, Ian doubled his UK sales staff and encouraged them to proactively seek out international clients. Within eight months, the revenue generated from a single UK account grew from the 50% goal to a phenomenal 375%, greatly exceeding company expectations.

Motivated by an ambitious leader who transformed key parts of the sales department, the group surpassed all three objectives and continues to fulfill the mission to grow revenue company-wide.

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Ian Taylor has successfully led sizeable customer service departments within SecurityMetrics for the last five years. In 2007 Ian assumed the responsibility of organizing, managing, and growing SecurityMetrics’ budding 20-person call center as Security Fulfillment Manager. As the company rapidly grew in volume, services, and revenue, Ian recruited the talent needed to sustain the company’s high quality global services. He currently manages hundreds of employees in four separate departments, striving to build trust and long-term relationships with customers with a focus on strong communication, reliability, and conflict resolution.