DRAFT SALES OPERATIONS EFFECTIVENESS CHARTER Version 1 0

PREFACE • This Sales Operations & Effectiveness Charter is a working draft • Rapid

Section #1: Sales Ops Charter 11/5/2020 SBI Proprietary & Confidential. All rights reserved. 3

SALES OPERATIONS CHARTER This Sales Ops & Effectiveness Charter defines the mission, objectives, and

CHARTER COMPONENTS Sales Strategy Systems 11/5/2020 Data Strategy Analytics Reporting Sales Support Org Design

DEPARTMENT IMPACT Revenue Goals • Sales Ops’ impact goes far beyond traditional sales functions:

SALES OPS OWNERSHIP Sales Strategy • • Oversight of all Sales Ops/Enablement initiatives Strategic

SALES OPS OWNERSHIP Systems • • Identification and prioritization of System requirements Oversight of

Section #2: Sales Ops Structure 11/5/2020 SBI Proprietary & Confidential. All rights reserved. 9

SALES OPERATIONS LEADERSHIP TEAM STRUCTURE SVP Sales Ops & Enablement Sr. Director Sales Analytics

SALES OPERATIONS LEADERSHIP TEAM STRUCTURE WITH BRIEF ROLE DESCRIPTIONS BY AREA SVP Sales Ops

SALES OPERATIONS ORGANIZATIONAL STRUCTURE WITH ALL POSITIONS SVP Sales Ops & Enablement Sr. Director

SALES OPERATIONS ORGANIZATIONAL STRUCTURE DEPARTMENT WITH DETAILED RESPONSIBILITIES BY AREA SVP Sales Ops &

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PREFACE • This Sales Operations & Effectiveness Charter is a working draft • Rapid iteration of this draft will provide the basis for roll-out to the organization in a cadenced and audience specific manner: - Executive Leadership Sales Leaders Functional Heads - - 11/5/2020 Finance, Marketing, Services, Pre-Sales, IT, Product, Customer Services Field Sales SBI Proprietary & Confidential. All rights reserved. 2

SALES OPERATIONS CHARTER This Sales Ops & Effectiveness Charter defines the mission, objectives, and deliverables for the team. With the Charter, Sales Operations will: • Clearly communicate their purpose to the organization and what the organization can expect from Sales Operations • Avoid cross-functional duplication or conflict • Communicate and Execute on Sales Strategy Initiatives across the organization • Focus on improvements that will increase sales effectiveness and efficiency 11/5/2020 SBI Proprietary & Confidential. All rights reserved. 4

DEPARTMENT IMPACT Revenue Goals • Sales Ops’ impact goes far beyond traditional sales functions: • Financial Forecasting and P & L management Marketing Lead Gen, Messaging & Revenue Contribution IT Customer Master & BI tools • Product Development, Launch and Enablement • Human Resources Performance Management • Customer Service & Satisfaction • Sales Strategy, Efficiency and Effectiveness • Revenue, Margin and Market Share Goals Human Resources Product Mgmt. Finance Sales Ops & Effectiveness Information Technology Sales Strategy Market Share • Margin Goals • Sales Efficiency & Effectiveness Customer Service 11/5/2020 SBI Proprietary & Confidential. All rights reserved. 6

SALES OPS OWNERSHIP Sales Strategy • • Oversight of all Sales Ops/Enablement initiatives Strategic Sales Initiatives (e. g. Pricing, Comp, IT Roadmap 11/5/2020 Data Strategy • • Alignment of Data use & responsibility Alignment and Oversight of Sales Data Storage, Access, Governance and Cleanliness Analytics • • Reporting Alignment of Analytics Objectives w/Sales Alignment/Oversight of Pipeline Management Process w/Sales Management • Alignment and Oversight of Dashboard / Scorecard / Pipeline KPI’s with Sales SBI Proprietary & Confidential. All rights reserved. 7

SALES OPS OWNERSHIP Systems • • Identification and prioritization of System requirements Oversight of Sales System Deployments, Adoption / Utilization 11/5/2020 Sales Support • • Identification and prioritization of Sales Support & Enablement needs Oversight of Sales Support & Enablement Effectiveness Enablement Org Design • • • Sales Ops / Enablement structure and KPI’s for success Team personnel development Team Budget Allocation • Develop and creating Sales Tools • Stand up the Sales Enablement database • Contribute to Sales Training events SBI Proprietary & Confidential. All rights reserved. 8

SALES OPERATIONS LEADERSHIP TEAM STRUCTURE SVP Sales Ops & Enablement Sr. Director Sales Analytics & Reporting 11/5/2020 Sr. Director Sales Force Systems Sr. Director Sales Support & Communications Sr. Director Sales Enablement SBI Proprietary & Confidential. All rights reserved. 10

SALES OPERATIONS LEADERSHIP TEAM STRUCTURE WITH BRIEF ROLE DESCRIPTIONS BY AREA SVP Sales Ops & Enablement Sr. Director Sales Analytics & Reporting Sales Force Systems • Responsible for the design and creation of reports, predictive models and thorough analysis designed to provide actionable intelligence • Accountable for the effective and efficient use of SFDC • Responsible for the design of the sales database and systems to increase field sales effectiveness • Maintains data quality process to ensure accurate information 11/5/2020 Sr. Director Sales Support & Communications Sales Enablement • Responsible for providing ancillary support necessary to generate revenue • Communicates all sales information to the field and maintains calendar of communications from national to the regions • Acts as the voice of sales with all internal Frontier functions (i. e. Product, Marketing, HR, Legal, etc. ) • Owns sales process adoption • Owns new hire on-boarding and sales leader enablement • Responsible for the buyers process map and persona training • Works closely with marketing on personas, positioning and collateral review SBI Proprietary & Confidential. All rights reserved. 11

SALES OPERATIONS ORGANIZATIONAL STRUCTURE WITH ALL POSITIONS SVP Sales Ops & Enablement Sr. Director Sales Analytics & Reporting Sr. Director Sales Force Systems Sr. Director Sales Support & Communications Sr. Director Sales Enablement Financial Analyst Sales & Reporting Analyst SFA Manager Sales Process Sales Learning Project Manager South Region Sales Trainer Business Analyst Sales & Reporting Analyst SFA Administrator Manager Communications West Region Sales Trainer National Region Sales Trainer Business Analyst Database Analytics & Stats – Mgr. Sr. Sales Database Administrator Manager Contracts & Policies Central Region Sales Trainer East Region Sales Trainer Sr. Sales Systems Analyst Manager Campaigns Southeast Region Sales Trainer Mid-South Region Sales Trainer Data Quality Specialist 11/5/2020 SBI Proprietary & Confidential. All rights reserved. 12

SALES OPERATIONS ORGANIZATIONAL STRUCTURE DEPARTMENT WITH DETAILED RESPONSIBILITIES BY AREA SVP Sales Ops & Enablement Sr. Director Sales Analytics & Reporting • • • • National Ops reviews MOR/QBR templates Sales performance reporting Sales commissions analysis Sales analysis Monthly forecasting Annual Plan Sales module analysis Sales quota planning/analysis Sales budget analysis & mgmt. Channel commission mgmt. Product pricing analysis Predictive models & statistical analysis • Other sales analysis tasks • Sales forecasting analysis 11/5/2020 Sr. Director Sales Force Systems • Data/sales systems strategy& execution • Liaison with FTR IT • SFDC strategy • SFDC mgmt. & admin. • Data migration • SFDC systems maintenance • Data cleansing • SFDC sustainability/adoption • SFDC dashboard mgmt. & admin • SFDC reporting & analysis • • • Sales force effectiveness strategy owner Data sales discipline and compliance measurements Timely and consistent execution of growth initiatives Flawless organizational collaboration & leverage Sales forecasting accuracy & productivity metric improvements Sr. Director Sales Support & Communications • • • All sales communications - field Sales commission admin Sales module alignment/mgmt. Sales process design & mgmt. Lead generation mgmt. E-commerce/web sites Sales policies & procedures Liaison with other FTR functions (i. e. Marketing, Product, Legal) Retention & growth programs Productivity tool mgmt. Rewards, recognition & sales commission admin. Sales forecasting mgmt. Sr. Director Sales Enablement • Sales enablement strategy & execution • New hire onboarding • Learning & enablement development & admin. • RSM coaching & development • Field sales audits • Field sales mgmt. productivity • Region sales enablement plans SBI Proprietary & Confidential. All rights reserved. 13