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Commit 48e59532 authored by A.J. Romaniello's avatar A.J. Romaniello :space_invader: Committed by Sherrod Patching
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Update Technical Account Manager (TAM) to Customer Success Manager (CSM)

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......@@ -23,7 +23,7 @@ An Enterprise account team is comprised of the following people:
- [Strategic Account Leader (SAL)](/job-families/sales/strategic-account-leader/)
- [Solutions Architect (SA)](/job-families/sales/solutions-architect/)
- [Customer Success Manager (CSM)](/job-families/sales/customer-success-management/) for [qualifying accounts](/handbook/customer-success/csm/services/#tam-alignment)
- [Customer Success Manager (CSM)](/job-families/sales/customer-success-management/) for [qualifying accounts](/handbook/customer-success/csm/services/#csm-alignment)
### Commercial/Mid-Market
......@@ -31,7 +31,7 @@ An Enterprise account team is comprised of the following people:
A Mid-Market account team is comprised of the following people:
- [Account Executive (AE)](/job-families/sales/account-executive/)
- [Customer Success Manager (CSM)](/job-families/sales/customer-success-management/) for [qualifying accounts](/handbook/customer-success/csm/services/#tam-alignment)
- [Customer Success Manager (CSM)](/job-families/sales/customer-success-management/) for [qualifying accounts](/handbook/customer-success/csm/services/#csm-alignment)
In Mid-Market, Solutions Architects are pooled so they are not aligned with specific account teams.
......
......@@ -30,14 +30,14 @@ To deliver value to all customers by engaging in a consistent, repeatable, scala
The WW ["Customer Success Vision Page"](/handbook/customer-success/vision/) provides the long-term vision which we also follow in the APJ Customer Success team.
## APJ Customer Success Team
Currently the local APJ CS team has Solutions Architects & Technical Account Managers in the team. The team reports to the Manager, Solutions Architects and the Manager, Technical Account Manager respectively.
Currently the local APJ CS team has Solutions Architects & Customer Success Managers in the team. The team reports to the Manager, Solutions Architects and the Manager, Customer Success Manager respectively.
- [Manager, Solutions Architects](https://about.gitlab.com/job-families/sales/solutions-architect/#manager-solutions-architects) responsibilities
- [Solutions Architect](/handbook/customer-success/solutions-architects/) responsibilities
- [Manager, Technical Account Manager](https://about.gitlab.com/job-families/sales/customer-success-management/#manager-tam) responsibilities
- [Technical Account Manager](/handbook/customer-success/csm/) responsibilities
- [Manager, Customer Success Manager](https://about.gitlab.com/job-families/sales/customer-success-management/#manager-csm) responsibilities
- [Customer Success Manager](/handbook/customer-success/csm/) responsibilities
Starting from the GitLab [org chart](https://comp-calculator.gitlab.net/org_chart) the [Manager, Solutions Architects](https://about.gitlab.com/company/team/#adriansmolski) reports to the [WW Senior Director for Solutions Architecture](https://about.gitlab.com/company/team/#jfullam) who reports to the [Vice President, Customer Success](https://about.gitlab.com/company/team/#dsakamoto). The [Manager, Technical Account Manager](https://about.gitlab.com/company/team/#dthompson3) reports to the
Starting from the GitLab [org chart](https://comp-calculator.gitlab.net/org_chart) the [Manager, Solutions Architects](https://about.gitlab.com/company/team/#adriansmolski) reports to the [WW Senior Director for Solutions Architecture](https://about.gitlab.com/company/team/#jfullam) who reports to the [Vice President, Customer Success](https://about.gitlab.com/company/team/#dsakamoto). The [Manager, Customer Success Manager](https://about.gitlab.com/company/team/#dthompson3) reports to the
[Senior Director, Technical Account Management](https://about.gitlab.com/company/team/#spatching) who reports the [Vice President, Customer Success](https://about.gitlab.com/company/team/#dsakamoto).
| Role | Name | Base location |
......@@ -51,10 +51,10 @@ Starting from the GitLab [org chart](https://comp-calculator.gitlab.net/org_char
| Solutions Architect | [**Inchul Yoo**](https://gitlab.com/iyoo) | Seoul, South Korea |
| Solutions Architect | [**Jonathan Lim**](https://gitlab.com/jonlimr) | Singapore, Singapore |
| Solutions Architect | [**Robert Williams**](https://gitlab.com/r_williams) | Sydney, Australia |
| Manager, Technical Account Manager | [**Dave Thompson**](https://gitlab.com/dthompson3) | Sydney, Australia |
| Senior Technical Account Manager | [**Benjamin Ma**](https://gitlab.com/bma) | Sydney, Australia |
| Technical Account Manager | [**Rohan Shah**](https://gitlab.com/rmsrohan) | Mumbai, India |
| Technical Account Manager | [**Zane J Chua**](https://gitlab.com/zchua-gtlb) | Singapore, Singapore |
| Manager, Customer Success Manager | [**Dave Thompson**](https://gitlab.com/dthompson3) | Sydney, Australia |
| Senior Customer Success Manager | [**Benjamin Ma**](https://gitlab.com/bma) | Sydney, Australia |
| Customer Success Manager | [**Rohan Shah**](https://gitlab.com/rmsrohan) | Mumbai, India |
| Customer Success Manager | [**Zane J Chua**](https://gitlab.com/zchua-gtlb) | Singapore, Singapore |
The APJ CS team currently does not follow a strict territory alignment. The only exception is that customers in the home base location would have a preference for Customer Success team members to ensure GitLab adoption. The APJ Customer Success team supports the [Large](/handbook/sales/territories/) and [Mid-Market](/handbook/sales/territories/) APJ outlines territories.
......@@ -97,7 +97,7 @@ Our open-door policy encourages any discussion point, concern, suggestion, propo
## Weekly Strategic meeting (all APJ CS team members)
**Objective of the meeting: This is the weekly main meeting where all technical Solutions Architects as well as Technical Account Managers discuss strategy, highlights and lowlights of GitLab Platform related findings. Everyone in APJ Customer Success is encourage to partake in the meeting.**
**Objective of the meeting: This is the weekly main meeting where all technical Solutions Architects as well as Customer Success Managers discuss strategy, highlights and lowlights of GitLab Platform related findings. Everyone in APJ Customer Success is encourage to partake in the meeting.**
The APJ Customer Success team meets weekly to celebrate major customer achievements, reviews internal & external announcements related to GitLab, discusses company announcements, shares best customer success practises and acts as a tactical planning ground for success.
......
......@@ -48,7 +48,7 @@ Technical evaluation is where the prospective customer evaluates the fit of GitL
* Copy all emails to Salesforce using your emailtosalesforce alias on bcc
* Link any external running call notes and GitLab projects in the Salesforce Notes area on the Account
* Add any call notes (when not redundant of the AE) from calls and demos using Log a Call (under Activity History) in SFDC
* Create a customer collaborative account if a TAM will own the account post-sale
* Create a customer collaborative account if a CSM will own the account post-sale
* Share applicable case studies, example projects and/or relevant documentation
* Recommended: Execute a self-managed implementation review
* Optional: create and execute a new POV if > $10K IACV
......@@ -79,7 +79,7 @@ Services may be proposed anytime during earlier steps, but every product purchas
## Step 4a: Technical Evaluation Won
Once the technical evaluation is complete and successful, preparation begins for the production implementation as well as the transition to the Technical Account Manager.
Once the technical evaluation is complete and successful, preparation begins for the production implementation as well as the transition to the Customer Success Manager.
### Deliverables
* Salesforce transition out of stage 3
......@@ -87,7 +87,7 @@ Once the technical evaluation is complete and successful, preparation begins for
### Responsibilities
* Close out POV status, decision and notes (if applicable)
* Introduce TAM (if sufficient IACV)
* Introduce CSM (if sufficient IACV)
* Ensure Salesforce transitions to next stage promptly
* Create collaborative Success Plan project (or evolve POV plan to success plan) if sufficient IACV
......@@ -120,7 +120,7 @@ Gracefully transition the customer to Technical Account Management and Professio
### Deliverables
* Meet with the customer and Professional Services Engineer for Professional Services delivery kickoff
* Meet with the customer and Technical Account Manager (TAM) for formal account transition, introduction to collaborative account use and other considerations
* Meet with the customer and Customer Success Manager (CSM) for formal account transition, introduction to collaborative account use and other considerations
### Responsibilities
* Thank customer for their time and collaboration during the entire journey (on a call and/or via email)
......
......@@ -67,7 +67,7 @@ A seamless customer journey requires a continuous flow of relevant information b
### Account Executive to CSM (existing accounts without a CSM)
* AE or SA qualifies the account [meets the threshold for CSM services](/handbook/customer-success/csm/tam-manager/#account-assignment) and raises the account requiring a CSM in the SAL-SA-CSM meeting. CSM managers also review their 'accounts requiring CSM' dashboard in Gainsight on a weekly basis as a fail-safe.
* AE or SA qualifies the account [meets the threshold for CSM services](/handbook/customer-success/csm/csm-manager/#account-assignment) and raises the account requiring a CSM in the SAL-SA-CSM meeting. CSM managers also review their 'accounts requiring CSM' dashboard in Gainsight on a weekly basis as a fail-safe.
* SA or CSM creates a GitLab project [here](https://gitlab.com/gitlab-com/account-management/commercial) if applicable
* Add CSM name to account team in Salesforce
* Identify any relevant Outreach sequences or templates
......
......@@ -10,15 +10,15 @@ description: "A key part of the customer relationship lifecycle is the renewal p
- TOC
{:toc .hidden-md .hidden-lg}
View the [TAM Handbook homepage](/handbook/customer-success/csm/) for additional TAM-related handbook pages.
View the [CSM Handbook homepage](/handbook/customer-success/csm/) for additional CSM-related handbook pages.
A key part of the customer relationship lifecycle is the renewal phase. TAMs must proactively track the renewal dates of their customers and align with their Account Executive (AE) to ensure that a customer renewal takes place.
A key part of the customer relationship lifecycle is the renewal phase. CSMs must proactively track the renewal dates of their customers and align with their Account Executive (AE) to ensure that a customer renewal takes place.
## Timeframe
At the beginning of each month a TAM should review their list of accounts in Salesforce and note the renewal dates for their accounts. If a renewal date is within six months the TAM should schedule two “Renewal Review” meetings with the appropriate AE and Solutions Architect (SA). The first “Renewal Review” meeting should be scheduled five months out from the renewal date and the second should be scheduled three months out from the renewal date.
At the beginning of each month a CSM should review their list of accounts in Salesforce and note the renewal dates for their accounts. If a renewal date is within six months the CSM should schedule two “Renewal Review” meetings with the appropriate AE and Solutions Architect (SA). The first “Renewal Review” meeting should be scheduled five months out from the renewal date and the second should be scheduled three months out from the renewal date.
## Renewal Review Meeting
......@@ -26,12 +26,12 @@ A “Renewal Review” meeting should have the following attendees:
- Account Executive
- Solutions Architect
- Technical Account Manager
- Customer Success Manager
For strategic accounts (with a ACV over $100k) the following attendees should be added as well:
- Regional Sales Director
- TAM Regional Manager
- CSM Regional Manager
The agenda of a “Renewal Review” meeting should include at least the following:
......@@ -49,5 +49,5 @@ From this meeting a set of action items should be created to improve customer ut
## Customer Cadence
The action items created from the “Renewal Review” meeting should be incorporated into the TAM customer cadence meetings and into any pending QBRs. The TAM should prioritize these reviews early in the renewal horizon.
The action items created from the “Renewal Review” meeting should be incorporated into the CSM customer cadence meetings and into any pending QBRs. The CSM should prioritize these reviews early in the renewal horizon.
......@@ -8,7 +8,7 @@ title: "Customer Success Engineer Handbook"
- TOC
{:toc .hidden-md .hidden-lg}
View the [TAM Handbook homepage](/handbook/customer-success/csm/) for additional TAM-related handbook pages.
View the [CSM Handbook homepage](/handbook/customer-success/csm/) for additional CSM-related handbook pages.
---
......
......@@ -9,24 +9,24 @@ title: "Meeting Shadowing"
- TOC
{:toc .hidden-md .hidden-lg}
View the [TAM Handbook homepage](/handbook/customer-success/csm/) for additional TAM-related handbook pages.
View the [CSM Handbook homepage](/handbook/customer-success/csm/) for additional CSM-related handbook pages.
---
To learn how GitLab TAMs approach customer engagement and planning conversations, a new team member shadows an established, more senior member of the team in a variety of meetings and actions taken related to those meetings.
To learn how GitLab CSMs approach customer engagement and planning conversations, a new team member shadows an established, more senior member of the team in a variety of meetings and actions taken related to those meetings.
Senior members of the team should proactively invite new TAMs for shadowing and include them on any prep or follow up that takes place for the call. New TAMs should also feel empowered to reach out to various members of the global TAM team (not just their regional team) to ask to shadow and learn from them. The goal is to get exposure to different types of calls, relationships, ways of working, topics, etc., without the pressure of owning the accounts.
Senior members of the team should proactively invite new CSMs for shadowing and include them on any prep or follow up that takes place for the call. New CSMs should also feel empowered to reach out to various members of the global CSM team (not just their regional team) to ask to shadow and learn from them. The goal is to get exposure to different types of calls, relationships, ways of working, topics, etc., without the pressure of owning the accounts.
## Cadence calls
The [cadence call](/handbook/customer-success/csm/cadence-calls/) is a core element of the TAM's engagement with a customer. There are several elements involved in a cadence call beyond the call itself.
The [cadence call](/handbook/customer-success/csm/cadence-calls/) is a core element of the CSM's engagement with a customer. There are several elements involved in a cadence call beyond the call itself.
### Pre-call prep
It's important to prep for any customer calls in advance to ensure everyone is getting full value out of the synchronous time. To shadow pre-call prep, it involves both shadowing internal calls and shadowing TAMs 1:1 while they prepare.
It's important to prep for any customer calls in advance to ensure everyone is getting full value out of the synchronous time. To shadow pre-call prep, it involves both shadowing internal calls and shadowing CSMs 1:1 while they prepare.
- SALSATAM call
- TAMs [meet regularly with each of their SAL/AE and SA teams](/handbook/customer-success/account-team/#account-team-meeting) to ensure they are in sync on their efforts to turn prospects into customers, and engagemnt with existing customers. A new team member will shadow account team meetings to learn about how they should be conducted.
- CSMs [meet regularly with each of their SAL/AE and SA teams](/handbook/customer-success/account-team/#account-team-meeting) to ensure they are in sync on their efforts to turn prospects into customers, and engagemnt with existing customers. A new team member will shadow account team meetings to learn about how they should be conducted.
- Creating [meeting agenda](/handbook/customer-success/csm/cadence-calls/#cadence-call-notes)
- Gathering required information for call (issue follow-ups, creating demos, reviewing gaps in Gainsight entries, etc.)
- Creating calendar invite (if needed)
......@@ -37,15 +37,15 @@ A new team member will shadow cadence calls to learn how we conduct them live.
- Walking through agenda items
- Taking notes
- The new TAM should take their own notes during the call, paying particular attention to follow-up items, business outcomes and other customer-stated goals and problems to solve, and questions or topics they're unsure of how to address themselves
- The new TAM should debrief with the established TAM afterward to compare notes
- The new CSM should take their own notes during the call, paying particular attention to follow-up items, business outcomes and other customer-stated goals and problems to solve, and questions or topics they're unsure of how to address themselves
- The new CSM should debrief with the established CSM afterward to compare notes
- Answering questions
- Discuss open issues
- Any other items to touch on
### Post-call work
After a customer call ends, there are a number of follow-up items that the TAM does to ensure any action items or unresolved questions are addressed. The new team member should shadow any internal calls and shadow TAMs 1:1 while they do this work. The established TAM should be sure to copy and/or tag the new TAM on any correspondence they have in email, issues, or Slack to ensure the new TAM sees the full lifecycle.
After a customer call ends, there are a number of follow-up items that the CSM does to ensure any action items or unresolved questions are addressed. The new team member should shadow any internal calls and shadow CSMs 1:1 while they do this work. The established CSM should be sure to copy and/or tag the new CSM on any correspondence they have in email, issues, or Slack to ensure the new CSM sees the full lifecycle.
- SALSATAM call and/or ad-hoc debrief
- [Gainsight](/handbook/customer-success/csm/gainsight/) entries (logging the call, updating CTAs, etc.)
......@@ -55,8 +55,8 @@ After a customer call ends, there are a number of follow-up items that the TAM d
- Ask questions in Slack (if needed)
- Follow up with the customer on outstanding items
The [cadence call](/handbook/customer-success/csm/cadence-calls/) is a core element of the TAM's engagement with a customer. A new team member will shadow cadence calls to learn how we conduct them, and will be involved in the pre-call planning and post-call actions.
The [cadence call](/handbook/customer-success/csm/cadence-calls/) is a core element of the CSM's engagement with a customer. A new team member will shadow cadence calls to learn how we conduct them, and will be involved in the pre-call planning and post-call actions.
## Account team meetings
TAMs [meet regularly with each of their SAL/AE and SA teams](/handbook/customer-success/account-team/#account-team-meeting) to ensure they are in sync on their efforts to turn prospects into customers, and engagemnt with existing customers. A new team member will shadow account team meetings to learn about how they should be conducted.
CSMs [meet regularly with each of their SAL/AE and SA teams](/handbook/customer-success/account-team/#account-team-meeting) to ensure they are in sync on their efforts to turn prospects into customers, and engagemnt with existing customers. A new team member will shadow account team meetings to learn about how they should be conducted.
......@@ -23,7 +23,7 @@ The playbook contains the following steps:
1. We know they are interested in xxx so reach out offering to discuss new feature yyy
1. Review support tickets and build on any conversation that is happening to offer value
1. Create Triage Issue If no engagement in step 2
1. [Escalate via the triage issue](/handbook/customer-success/csm/health-score-triage/#gitlab-account-triage-project): At this point the tracking of engagement strategies will live in the Triage Issue. In this issue, loop in a more senior GitLab resource (decide level based on size of customer with TAM Manager) to reach out to someone on the customer side if still no response after 1 month. Craft the email and provide any context on business objectives available to the GitLab senior resource.
1. [Escalate via the triage issue](/handbook/customer-success/csm/health-score-triage/#gitlab-account-triage-project): At this point the tracking of engagement strategies will live in the Triage Issue. In this issue, loop in a more senior GitLab resource (decide level based on size of customer with CSM Manager) to reach out to someone on the customer side if still no response after 1 month. Craft the email and provide any context on business objectives available to the GitLab senior resource.
## Additional strategies to consider
......
......@@ -32,7 +32,7 @@ Customer Success Managers will typically manage customer engagements via a GitLa
### Start a customer upgrade engagement
1. After the Customer Success Manager has been aligned with the account, they will assign themselves to the “Customer Success Manager” field within Salesforce.
1. Provided that the customer is part of the [CSM-Assigned segment](/handbook/customer-success/csm/customer-segments-and-metrics/#tam-assigned-segment), confirm that the customer project has been created previously during the customer journey sequence, and if not available create a project for the customer in GitLab and include a Customer Success Manager who is best aligned with the customer account transition. For Commercial accounts, the CSM will determine if it is beneficial to have a customer project.
1. Provided that the customer is part of the [CSM-Assigned segment](/handbook/customer-success/csm/customer-segments-and-metrics/#csm-assigned-segment), confirm that the customer project has been created previously during the customer journey sequence, and if not available create a project for the customer in GitLab and include a Customer Success Manager who is best aligned with the customer account transition. For Commercial accounts, the CSM will determine if it is beneficial to have a customer project.
1. Verify that the project complies with the [Enterprise](https://gitlab.com/gitlab-com/account-management/customer-collaboration-project-template) or the [Commercial](https://gitlab.com/gitlab-com/account-management/commercial/templates/new-customer-project/) Customer Success Plan Template.
1. Follow the steps in the PLEASE-READ-THESE-INSTRUCTIONS.md file.
......@@ -75,8 +75,8 @@ For an example of a prep doc and additional materials that received positive fee
There are situations when a CSM needs to disengage with a customer. Examples include:
- A customer downgrades or churns and is [below the CSM alignment threshold](/handbook/customer-success/csm/services/#tam-alignment)
- A CSM has been engaged with a customer [below the CSM alignment threshold](/handbook/customer-success/csm/services/#tam-alignment) for a strategic purpose such as a tier upgrade that was unsuccessful
- A customer downgrades or churns and is [below the CSM alignment threshold](/handbook/customer-success/csm/services/#csm-alignment)
- A CSM has been engaged with a customer [below the CSM alignment threshold](/handbook/customer-success/csm/services/#csm-alignment) for a strategic purpose such as a tier upgrade that was unsuccessful
When this happens, it is important to manage the disengagement so that the customer understands the reason, and is clear on who they should communicate with going forward. Here are some recommendations for how to have this conversation:
......
......@@ -3,7 +3,7 @@ layout: handbook-page-toc
title: "Engaging with Partners"
---
## Process for Engaging with Partners in [CSM-Assigned](/handbook/customer-success/csm/customer-segments-and-metrics/#tam-assigned-segment) Customer Accounts
## Process for Engaging with Partners in [CSM-Assigned](/handbook/customer-success/csm/customer-segments-and-metrics/#csm-assigned-segment) Customer Accounts
......
......@@ -31,8 +31,8 @@ When hovering on the far left of the screen, a sidebar will pop up that has a fe
- Cockpit - the Cockpit is where [CTAs](/handbook/customer-success/csm/gainsight/ctas/) live; this Cockpit view shows all CTAs for all of your customers, including success plan objectives.
#### Further detail on specific dashboards
1. [CSM Burn-Down Dashboard](/handbook/customer-success/csm/gainsight/dashboards/#tam-burn-down-dashboard)
1. [CSM Proactive Dashboard](/handbook/customer-success/csm/gainsight/dashboards/#tam-proactive-dashboard)
1. [CSM Key Metrics Dashboard](/handbook/customer-success/csm/gainsight/dashboards/#tam-key-metrics-dashboard)
1. [CSM Burn-Down Dashboard](/handbook/customer-success/csm/gainsight/dashboards/#csm-burn-down-dashboard)
1. [CSM Proactive Dashboard](/handbook/customer-success/csm/gainsight/dashboards/#csm-proactive-dashboard)
1. [CSM Key Metrics Dashboard](/handbook/customer-success/csm/gainsight/dashboards/#csm-key-metrics-dashboard)
......@@ -14,7 +14,7 @@ The Timeline view in Gainsight gives us a chronological overview of our activiti
## Timeline Views
- **Global Timeline**: When going to the timeline from the lefthand sidebar (not for a specific customer), you will see the global timeline, which is all timeline events for all TAMs. From there, you can filter by clicking the three horizontal lines to customize what events are shown (see picture below). For example, you can search for yourself as the author to find all timeline events you created, or you can search for a company to find all timeline events for a specific customer.
- **Global Timeline**: When going to the timeline from the lefthand sidebar (not for a specific customer), you will see the global timeline, which is all timeline events for all CSMs. From there, you can filter by clicking the three horizontal lines to customize what events are shown (see picture below). For example, you can search for yourself as the author to find all timeline events you created, or you can search for a company to find all timeline events for a specific customer.
![Gainsight Timeline Filter](/images/handbook/customer-success/gainsight-timeline-filter.png "Gainsight Timeline Filter")
......@@ -30,7 +30,7 @@ The following activities can be logged in Gainsight:
- **Update**: General update on the customer, could be from an internal conversation.
- **Customer Call**: Conversation with the customer via Zoom or other synchronous channel.
- **In-Person Meeting**: On-site or otherwise in-person meeting with the customer.
- **Email**: Message sent to the customer, or message thread between the TAM and the customer.
- **Email**: Message sent to the customer, or message thread between the CSM and the customer.
- **At-Risk Update**: An update (similar to above) and used exclusively with red customers for providing updates specific to a risk. See [At-Risk CTA](/handbook/customer-success/csm/health-score-triage/#at-risk-cta) for details.
- **Workshop**: A customer workshop, which can include GitLab Days, Workshops, Lunch and & Learns, and more.
......@@ -79,12 +79,12 @@ _Follow the rest of the steps below_
1. Add internal and external attendees (more details on that immediately below) if applicable
1. Choose the meeting type if applicable
1. Check off if an executive sponsor attended if applicable
1. Optionally update the TAM and Product sentiments to reflect [health score](/handbook/customer-success/csm/health-score-triage/)
1. Optionally update the CSM and Product sentiments to reflect [health score](/handbook/customer-success/csm/health-score-triage/)
1. Add "Milestone Type" if applicable
1. Add notes (e.g. a link to the Google doc of your [cadence call](/handbook/customer-success/csm/cadence-calls/), a summary of health score change, etc.)
1. Add any action items as "tasks"
The other options to log activities are (1) on the Scorecard while recording TAM Sentiment or Product Risk or (2) on the Success Plan to log a Timeline activity specific to the plan.
The other options to log activities are (1) on the Scorecard while recording CSM Sentiment or Product Risk or (2) on the Success Plan to log a Timeline activity specific to the plan.
Attendees will only appear if they are a) a Salesforce user for internal attendees, or b) a contact in the Salesforce account record. If your internal attendee does not have a SFDC account (e.g. Support Engineers or Product Designers), you do not need to log them and can just mention in the notes they were there. If your external attendee is not populating, make sure that they are added to the correct account (child accounts have different contact lists than their parent accounts), and if not feel free to add them by clicking the "Add Contact" button in Salesforce and inputting the required details. New SFDC contacts most likely won't populate in Gainsight until the following day, so this is a great opportunity to create a CTA for yourself!
......@@ -92,7 +92,7 @@ If you would like to see the activity logging process in action, please watch th
## Syncing Salesforce Activities
Gainsight Timeline also displays the following Salesforce activities. While these are synced, they do **not** impact TAM health scorecards, `Last Activity Date`, or `Last Timeline Activity` since Salesforce activities are typically sales-related.
Gainsight Timeline also displays the following Salesforce activities. While these are synced, they do **not** impact CSM health scorecards, `Last Activity Date`, or `Last Timeline Activity` since Salesforce activities are typically sales-related.
* Source:
* Opportunities
......
......@@ -227,7 +227,7 @@ Next steps for you:
1. Customize [this SFDC report](https://gitlab.my.salesforce.com/00O4M000004agfP) where “Account Owner = your SALs”; “CSM = You”
1. Save report
1. Subscribe to report when “Record Count Greater Than 0” and Frequency = Weekly (You’ll get a weekly email as a reminder to look at the report)
1. If you find an opp that is tagged incorrectly, chatter (@Sales-Support) in the opportunity and let them know there is a mistake ([example](/handbook/customer-success/csm/#tam-tools))
1. If you find an opp that is tagged incorrectly, chatter (@Sales-Support) in the opportunity and let them know there is a mistake ([example](/handbook/customer-success/csm/#csm-tools))
## Related pages
......
......@@ -21,7 +21,7 @@ The customer onboarding phase is critical to getting a customer started on a suc
## Onboarding steps
The onboarding process should begin when the [customer opportunity reaches stage "5-Negotiating" for Booked ARR](/handbook/sales/field-operations/gtm-resources/) in order to introduce the CSM while we have high-touch engagement to close the opportunity. Once an [opportunity that will newly qualify a customer for CSM alignment](/handbook/customer-success/csm/services/#tam-alignment) reaches stage 5, a [Gainsight CTA will be created](#cta-creation-criteria) for the CSM Manager to assign the customer to a CSM. The assigned CSM should then start the onboarding process with the rest of the [account team](/handbook/customer-success/account-team/).
The onboarding process should begin when the [customer opportunity reaches stage "5-Negotiating" for Booked ARR](/handbook/sales/field-operations/gtm-resources/) in order to introduce the CSM while we have high-touch engagement to close the opportunity. Once an [opportunity that will newly qualify a customer for CSM alignment](/handbook/customer-success/csm/services/#csm-alignment) reaches stage 5, a [Gainsight CTA will be created](#cta-creation-criteria) for the CSM Manager to assign the customer to a CSM. The assigned CSM should then start the onboarding process with the rest of the [account team](/handbook/customer-success/account-team/).
⚠️ **NOTE:** Please review the [time to value metrics](#time-to-value-metrics) for target completion timeline.
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......@@ -6,7 +6,7 @@ description: "This page is Christiaan Conover's readme and is intended to be hel
## About me
I started at GitLab as a [Technical Account Manager](https://about.gitlab.com/job-families/sales/customer-success-management/) on the [US East team](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/Americas-East). I promoted to [Manager of the US East TAM team](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/Americas-East) in [April 2020](https://www.google.com/search?q=days+since+april+1+2020). Prior to joining GitLab I worked as a web developer, systems engineer, and DevOps engineer across several different companies. I have been a GitLab user since 2014 when I discovered it while looking for a self-managed GitHub alternative, and have managed corporate GitLab instances.
I started at GitLab as a [Customer Success Manager](https://about.gitlab.com/job-families/sales/customer-success-management/) on the [US East team](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/Americas-East). I promoted to [Manager of the US East TAM team](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/Americas-East) in [April 2020](https://www.google.com/search?q=days+since+april+1+2020). Prior to joining GitLab I worked as a web developer, systems engineer, and DevOps engineer across several different companies. I have been a GitLab user since 2014 when I discovered it while looking for a self-managed GitHub alternative, and have managed corporate GitLab instances.
I live in [Chesapeake Beach, MD, USA](https://goo.gl/maps/DvsKCBtDPNm84D186) ([US Eastern time zone](https://www.timeanddate.com/worldclock/converter.html?iso=20210806T220000&p1=4989)) with [my dog Brewer](/company/team-pets/#142-brewer).
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---
layout: markdown_page
title: "Technical Account Manager READMEs"
title: "Customer Success Manager READMEs"
---
- pages = sitemap.resources.select { |resource| resource.path.start_with?("handbook/customer-success/csm/readmes/") }
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......@@ -6,7 +6,7 @@ description: "This page is James Wormwell's readme and is intended to be helpful
## James' README
Hi, I'm James, I'm currently a [Manager of Technical Account Managers in EMEA](https://about.gitlab.com/job-families/sales/customer-success-management/#manager-tam-responsibilities). This page is intended to help others understand what it might be like to work with me, especially people who haven’t worked with me before.
Hi, I'm James, I'm currently a [Manager of Customer Success Managers in EMEA](https://about.gitlab.com/job-families/sales/customer-success-management/#manager-csm-responsibilities). This page is intended to help others understand what it might be like to work with me, especially people who haven’t worked with me before.
## Related pages
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......@@ -77,7 +77,7 @@ A core responsiblity for Scale CSEs is engaging with the customer base in target
- 15 customer calls per week (3 per day)
For an additional overview of our Scale team-specific responsibilities, please reference our Job Family: [Scale TAM Responsibilities & Requirements](https://about.gitlab.com/job-families/sales/customer-success-management/#scale)
For an additional overview of our Scale team-specific responsibilities, please reference our Job Family: [Scale CSM Responsibilities & Requirements](https://about.gitlab.com/job-families/sales/customer-success-management/#scale)
### Additional Resources
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......@@ -21,7 +21,7 @@ In June 2021, Jeff Martin changed roles to a [Senior IT Systems Engineer](https:
For questions about what demo sample projects are available or peer assistance with troubleshooting your failed pipeline job, please ask in the `#cs-questions` Slack channel.
Please tag `@Jeff Martin` in one of the following Slack channels with any questions or requests related to infrastructure or access requests.
* `#demo-systems` is for SA, TAM, and PSE team members with questions or needing technical assistance. No longer for training/workshop related posts.
* `#demo-systems` is for SA, CSM, and PSE team members with questions or needing technical assistance. No longer for training/workshop related posts.
* `#demo-systems-workshops` is for workshop-related discussions.
* `#demo-systems-ps-education` is for ILT/SPT/etc related discussions for Professional Services.
* `#sandbox-cloud-questions` is for help and support with the Sandbox Cloud
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......@@ -82,7 +82,7 @@ See the [Terrain Mapping Engagements Page](/handbook/customer-success/customer-t
### Customer Success Managers
- [Customer Success Manager handbook](/handbook/customer-success/csm/)
- [Commercial CSM handbook](/handbook/customer-success/comm-sales/#technical-account-managers)
- [Commercial CSM handbook](/handbook/customer-success/comm-sales/#customer-success-managers)
### Demo Systems
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