From Customer Acquisition to International Sales: Aki's Career Journey at Trustmary
Meet Aki, a familiar face at Trustmary since 2018. Back in the day Aki took up the role of a Customer Experience Specialist, specializing in selling Customer Experience Research. Now as Trustmary is heading into the international market, Aki is in charge of the International Sales at Trustmary.
What were the steps you encountered while transitioning from overseeing the BDR team in Finland to international sales?
When we became Trustmary, my role remained largely unchanged. I worked in Customer Acquisition, and during COVID-19, a former colleague and I had the opportunity to create a Business Development Representative (BDR) team focused on finding Ideal Customer Profile (ICP) customers and organizing initial sales meetings. In August 2020, the BDR team was officially launched, and I became the team leader.
At its peak, the BDR team had around 7 members overseeing Customer Acquisition in Finland and 1 person in Sweden. Since then, the team's headcount has ranged from 2 to 7 people. As the main user of Vainu, our prospecting tool, I have some of our employees to use Pipedrive as well.
As our business shifts towards international waters, I have become increasingly involved with our international customers. It started with meetings with customers in the evenings, and we gradually added steps to our processes for reaching international customers. Initially, it was a 50/50 split between international and outbound sales in Finland. Now, I dedicate all my time to international sales.
Was working in sales something you had in mind all along, or did it kind of just happen unexpectedly?
I never thought that sales was my thing or that I would end up in sales. I studied at JAMK University of Applied Sciences in the degree program for Sports Business Management, which included marketing and leadership studies. Although I never actively sought out sales roles, I had the opportunity to work in sales at the right time and place. After graduating, I was looking for a company with good career growth opportunities, and this job offered just that.
Can you share memorable milestones in your career?
One of my most memorable milestones was building my own team, as there wasn't anything similar at the time. I was able to develop something from scratch, while also benchmarking what others had done and adapting it to fit Trustmary's values.
As a team leader, I strive to provide help and support to my team members as much as possible. I make it a priority to be present and listen to their needs in order to provide assistance when they require it.
Another milestone worth mentioning is the international sales aspect of my work. Although you can implement many strategies from outbound sales in Finland, the international market is a whole new ball game and requires a different approach.
What are some core skills needed in your role?
A core skill that I have found to be very important in my work is listening to the customer and understanding their needs in order to help them.
Now that I work with international customers, language skills are even more crucial, especially English language skills. Everything is in English: communication, meetings - it's the biggest difference.
Working in sales requires a lot of perseverance, especially at the beginning. In this new chapter of international sales, we learn something new and different every day.
I have always been a patient person, and listening has always come naturally to me. My studies have supported my English language skills, making me more confident in using English at work. I have attended many seminars abroad and even went on a student exchange program.
These experiences have helped me to feel more confident in using English in the workplace, particularly when it comes to communicating with international customers.
What were some challenges you found at the beginning of your career and what did you learn?
One important lesson I learned in outbound sales was not to get bogged down by “no” answers from customers and to develop perseverance. Additionally, I learned to tolerate pressure and uncertainty. It's crucial to take action and not overthink things. While I tend to plan and prepare beforehand, I have learned to create an initial plan and then modify it as I go along.
What are you looking forward to in the future?
I am looking forward to many things in the short and long term. Specifically, I am eager to work more with Trustmary's international sales and to be involved in the entire process, particularly as our headcount grows globally and we develop our procedures.
What advice would you offer to others who are about to graduate and are thinking about their next career move?
My biggest advice is to be brave and try new things, especially those that may seem daunting. Stepping out of your comfort zone is worth it because you learn and grow from the experience. Once you overcome one challenge, you'll be better equipped to take on the next and continue learning from the unknown.