Human Security Builds Scalable Sales Coaching with Mindtickle AI Role Play

HEADQUARTERS:

New York, NY

INDUSTRY:

CYBERSECURITY

COMPANY SIZE:

201-500 employees

My name is Brian Rosner, and I'm the director of sales enablement here at Human Security. I'm responsible for enabling the entire go to market team, which includes sales, customer success, marketing, and partnerships. We partner with businesses and organizations that run large scale digital operations, and we help them to defend against fraud, bots, abuse of traffic, and client side attacks. Our customers span industries like advertising, e commerce, digital platforms, publishing, and enterprises with large volumes of web, mobile, and API activity. Before I joined, the team had already gone through the vetting and the selection process and had chosen MindTickle as our LMS vendor. Although I wasn't involved in the selection process, I did lead the implementation and have worked closely with MindTickle over the past five years. Prior to that, human security didn't have an LMS or CMS in place. So this was a big step forward. Today, we use MindTickle to power our sales training, manage sales content, run digital sales rooms, and deliver AI role plays. The reviews are handled by Copilot, myself, the learner's manager. Copilot's really been a game changer for us because it delivers a fast, unbiased feedback and creates a consistent baseline across all teams and submissions. In the past, it wasn't uncommon for us to see a manager give favorable feedback to one of their top reps that really wasn't representative of the performance on the exercise itself. In Q1 of this year, we took things a step further by introducing AI role plays, which gives our team the chance to practice using our conversation cards to build the muscle memory to ask the right questions to the right personas. We're using AI role plays to help our AEs and AMs to sharpen their discovery skills with prospects and customers. Every two to three months, we introduce a new persona based on our conversation cards. We build these custom personas in MindTickle by including details like what the persona does, our value proposition to this individual, their common pain points, and how our solutions address these challenges along with the broader impact that these issues have on their role, their team, and the business as a whole. AI role plays give our team a safe, consistent way to practice real world discovery conversations while also building their confidence, sharpening their skills, and this ultimately improves customer outcomes. The feedback from the team on AI role plays has been overwhelmingly positive. One rep said it completely changed the way that they approach discovery calls. They love practicing the skills of truly listening to the customer's pain points. And now they're hearing more prospects say things like, you really care about understanding my problem, instead of feeling like they were just pitched a solution. AI role plays have changed the way that our coaches and managers provide feedback by giving them a consistent baseline to work from. Since Copilot delivers immediate unbiased reviews, managers can spend less time on their initial evaluations and more time on targeted coaching. The result is a much faster, more actionable feedback for our reps and a much more scalable coaching process across the team. Having Copilot review submissions has given us a consistent baseline across the teams, which makes it much easier for us to spot the reps that need more coaching and practice. As a result, our reps are running stronger discovery conversations, which is already leading to more qualified deals and more accurate forecasting. Over time, we expect that this will also shorten sales cycles since the prospects feel understood earlier, and this will reduce the need to backtrack or to requalify deals. We plan to continue rolling out new personas on a regular cadence while also exploring new ways that other parts of our organization can benefit from the use of MindTickle AI role plays as well.