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Commit 61727fad authored by Hanif Smith-Watson's avatar Hanif Smith-Watson
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Update job families links

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......@@ -32,9 +32,9 @@ The WW ["Customer Success Vision Page"](/handbook/customer-success/vision/) prov
## APJ Customer Success Team
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
- [Manager, Solutions Architects](https://handbook.gitlab.com/job-families/sales/solutions-architect/#manager-solutions-architects) responsibilities
- [Solutions Architect](/handbook/customer-success/solutions-architects/) responsibilities
- [Manager, Customer Success Manager](https://about.gitlab.com/job-families/sales/customer-success-management/#manager-csm) responsibilities
- [Manager, Customer Success Manager](https://handbook.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, Customer Success Manager](https://about.gitlab.com/company/team/#dthompson3) reports to the
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......@@ -7,7 +7,7 @@ job: "Director, Customer Success Management, Americas"
## About me
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 started at GitLab as a [Customer Success Manager](https://handbook.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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......@@ -7,7 +7,7 @@ job: "Manager, Strategic Customer Success Managers"
## James' README
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.
Hi, I'm James, I'm currently a [Manager of Customer Success Managers in EMEA](https://handbook.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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......@@ -6,7 +6,7 @@ job: "Senior Customer Success Manager"
---
### About me
I'm Sander Brienen, [customer success manager](https://about.gitlab.com/job-families/sales/customer-success-management/#senior-csm-responsibilities) for the EMEA region. Currently I'm covering mostly DACH accounts.
I'm Sander Brienen, [customer success manager](https://handbook.gitlab.com/job-families/sales/customer-success-management/#senior-csm-responsibilities) for the EMEA region. Currently I'm covering mostly DACH accounts.
I live in a small village close to the German border in the Netherlands, with my wife, children and [our dog](https://about.gitlab.com/company/team-pets/#12-bounty). We moved there because we liked to live a bit more rural. I now enjoy my daily rounds with the dog through the woods.
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......@@ -33,7 +33,7 @@ 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 CSM 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://handbook.gitlab.com/job-families/sales/customer-success-management/#scale)
### Operating Rhythm and Active Campaigns
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......@@ -16,7 +16,7 @@ The GitLab Demo Systems provide infrastructure for the GitLab Customer Success,
The Demo Systems were architected by [Jeff Martin](https://gitlab.com/jeffersonmartin) starting in October 2019 when he was a Senior Demo Systems Engineer. We have other team members that contributed to help support our users and infrastructure ([James Sandlin](https://gitlab.com/jsandlin) and [Cristiano Casella](https://gitlab.com/ccasella)). We also collaborate with counterparts in other departments for broader GitLab infrastructure configuration in AWS, GCP, etc and security incident response.
In June 2021, Jeff Martin changed roles to a [Senior IT Systems Engineer](https://about.gitlab.com/job-families/finance/it-systems-engineer/) and the Demo Systems program became a managed service of the [IT Engineering Infrastructure](/handbook/business-technology/it/engineering/infrastructure/) team. We continue to maintain the infrastructure and Kubernetes support in the `#demo-systems` Slack channel and related channels listed below.
In June 2021, Jeff Martin changed roles to a [Senior IT Systems Engineer](https://handbook.gitlab.com/job-families/finance/it-systems-engineer/) and the Demo Systems program became a managed service of the [IT Engineering Infrastructure](/handbook/business-technology/it/engineering/infrastructure/) team. We continue to maintain the infrastructure and Kubernetes support in the `#demo-systems` Slack channel and related channels listed below.
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.
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......@@ -15,7 +15,7 @@ description: "Describes the workflow and responsibilities of the GitLab Professi
## Role of the Engagement Manager
The [Professional Services (PS) Engagement Manager](https://about.gitlab.com/job-families/sales/job-professional-services-engagement-manager/) is responsible for helping Solution Architects (SAs) and the sales team develop and gain approval for custom Statement of Works (SoWs). The process typically includes the following activities.
The [Professional Services (PS) Engagement Manager](https://handbook.gitlab.com/job-families/sales/job-professional-services-engagement-manager/) is responsible for helping Solution Architects (SAs) and the sales team develop and gain approval for custom Statement of Works (SoWs). The process typically includes the following activities.
* An initial meeting with the SA or Customer to understand the objective and/or specific requirements
* Develop an initial Estimate based upon the Services Calculator
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......@@ -285,7 +285,7 @@ There is an agreement with revenue if FP items over $10,000 process after the cu
* All hours are submitted and approved in Kantata on a weekly basis
* The quarterly hours report is pulled from Kantata and reviewed by the Operations Manager and then provided to the PS Director for review and approval
* A PS Director will APPROVE the hours, create an issue and attach it to the Time Tracking Epic with the `ManagerCertifiedTimesheet` label
* The approving manager will submit to the Head of PS, [Sr. Director of Professional Services](https://about.gitlab.com/job-families/sales/director-of-professional-services/) for next level approval. The Head of PS with apply judgement on productive utilization.
* The approving manager will submit to the Head of PS, [Sr. Director of Professional Services](https://handbook.gitlab.com/job-families/sales/director-of-professional-services/) for next level approval. The Head of PS with apply judgement on productive utilization.
* Head of Professional Services will submit to the Professional Services Finance Partner for final approval.
### Project Expenses
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......@@ -90,7 +90,7 @@ Advisory Services typically follow a 3-step approach:
## How to order
Ordering services is done through an **Off-the-shelf SKU** or a custom-scoped **Statement of Work**. See the [selling services workflow](/handbook/customer-success/professional-services-engineering/selling/) for more details.
For custom SOWs, initiate a scoping issue to capture the requirement using the [Services Calculator](https://services-calculator.gitlab.io/), and collaborate with your local [Professional Services Engagement Manager](https://about.gitlab.com/job-families/sales/job-professional-services-engagement-manager/).
For custom SOWs, initiate a scoping issue to capture the requirement using the [Services Calculator](https://services-calculator.gitlab.io/), and collaborate with your local [Professional Services Engagement Manager](https://handbook.gitlab.com/job-families/sales/job-professional-services-engagement-manager/).
## Resources
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......@@ -22,8 +22,8 @@ Solutions Architecture team members you should review the [GitLab People Group C
#### Career Paths
- Solution Architects can progress through the [Solution Architect Individual Contributor Levels](https://about.gitlab.com/job-families/sales/solutions-architect/#solutions-architect).
- Solutions Architects can also pursue a leadership role and progress through the [Solution Architect Manager Levels](https://about.gitlab.com/job-families/sales/solutions-architect/#manager-solutions-architects).
- Solution Architects can progress through the [Solution Architect Individual Contributor Levels](https://handbook.gitlab.com/job-families/sales/solutions-architect/#solutions-architect).
- Solutions Architects can also pursue a leadership role and progress through the [Solution Architect Manager Levels](https://handbook.gitlab.com/job-families/sales/solutions-architect/#manager-solutions-architects).
- Solutions Architects have also moved laterally throughout the GitLab organization (e.g., Marketing, Product, Professional Services, etc.).
- Solutions Architects can move to similar roles outside of GitLab. Because of the valuable experience and skills gained while helping to drive customer outcomes, Solutions Architects can move to a variety of technical leadership roles across industries.
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