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Commit c0aeaa15 authored by Mariana Da Costa Melo's avatar Mariana Da Costa Melo Committed by Sherrod Patching
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Removed all the SA and PS references from the CS HB

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1 merge request!7054Removed all the SA and PS references from the CS HB
......@@ -11,7 +11,7 @@ The team can be reached in [Slack channel](https://gitlab.slack.com/archives/cus
## Mission Statement
To deliver value to all customers by engaging in a consistent, repeatable, scalable way across defined segments so that customers see the value in their investment with GitLab, and we retain and drive growth within our enterprise customers.
To deliver value to all customers by engaging in a consistent, repeatable, and scalable way across defined segments so that customers see the value in their investment with GitLab, and we retain and drive growth within our enterprise customers.
- The mission of the Customer Success Department is to provide these customers with experience in order to:
- Accelerate initial customer value
......@@ -21,7 +21,7 @@ To deliver value to all customers by engaging in a consistent, repeatable, scala
## Vision Page
The ["Customer Success Vision Page"](/handbook/customer-success/vision/) provides the long-term view of company wide success to which the customer success will be building in partnership with the value centers of the GitLab organization (i.e., Marketing, Sales, Product/Engineering, Support, Finance and IT).
The ["Customer Success Vision Page"](/handbook/customer-success/vision/) provides the long-term view of company wide success to which the customer success will be building in partnership with the value centers of the GitLab organization (i.e., Marketing, Sales, Product/Engineering, Support, Finance, and IT).
## Department Initiatives
......@@ -57,21 +57,12 @@ See the [Playbooks Page](/handbook/customer-success/playbooks/)
## Customer Terrain Mapping Engagements
Terrain Mapping discovery engagements provide customers with the benefit of GitLab's experience with DevOps methodologies, Git, GitLab, CI, CD and monitoring by brainstorming a high level, first draft discovery of the elements of a success plan to address various challenges. They are also mapped to professional services that can help with some of the elements identified in the engagement.
Terrain Mapping discovery engagements provide customers with the benefit of GitLab's experience with DevOps methodologies, Git, GitLab, CI, CD, and monitoring by brainstorming a high level, first draft discovery of the elements of a success plan to address various challenges. They are also mapped to professional services that can help with some of the elements identified in the engagement.
See the [Terrain Mapping Engagements Page](/handbook/customer-success/customer-terrain-mapping/)
## Customer Success Groups
### Solutions Architects
- [Solutions Architects handbook](/handbook/solutions-architects/)
- [Public Sector Solutions Architects handbook](/handbook/customer-success/public-sector/solutions-architects/)
### Professional Services
- [Professional Services handbook](/handbook/customer-success/professional-services-engineering/)
### Customer Success Managers
- [Customer Success Manager handbook](/handbook/customer-success/csm/)
......@@ -91,7 +82,7 @@ The account team is comprised of the Strategic Account Executive/Account Executi
[More information about the account team](/handbook/customer-success/account-team/)
## Overlap Between Solution Architects and Customer Success Managers
## Overlap Between Solution Architects and Customer Success Managers or Architects
SA owns 1) pre-sales technical evaluation and relationships prior to the initial sale and 2) tier upgrades and new business units (i.e., connected new) within an existing customer. CSM owns 1) post-sales customer relationship and 2) license upgrades within an existing customer.
......@@ -101,7 +92,7 @@ SA owns 1) pre-sales technical evaluation and relationships prior to the initial
### Education and Enablement
As a Solutions Architect, Customer Success Manager, or Professional Services Engineer, it is important to be continuously learning more about our product and related industry topics. The [education and enablement handbook page](/handbook/customer-success/education-enablement/) provides a dashboard of aggregated resources that we encourage you to use to get up to speed.
As a Customer Sucess team member, it is important to be continuously learning more about our product and related industry topics. The [education and enablement handbook page](/handbook/customer-success/education-enablement/) provides a dashboard of aggregated resources that we encourage you to use to get up to speed.
### Customer Workshops
......@@ -111,10 +102,6 @@ CSM-Created, Enablement Focus:
- [All CSM-created workshops](/handbook/customer-success/csm/workshops/)
SA-Created, Hands-On Focus:
- [Hands-On Workshops](/handbook/solutions-architects/tools-and-resources/#hands-on-workshops)
### Using Salesforce within Customer Success
Visit [this page](/handbook/customer-success/using-salesforce-within-customer-success/) for more info on using Salesforce within Customer Success.
......@@ -156,14 +143,14 @@ Customer Success team members maintain a [FAQ](/handbook/customer-success/faq/)
### Customer Success resource links outside handbook
- [Solutions Architects Onboarding Bootcamp](https://gitlab.com/gitlab-com/people-group/employment-templates/-/blob/main/.gitlab/issue_templates/onboarding.md)
- [Customer Reference Sheet](https://docs.google.com/a/gitlab.com/spreadsheets/d/1Off9pVkc2krT90TyOEevmr4ZtTEmutMj8dLgCnIbhRs/edit?usp=sharing)
- [Sales Collateral](https://drive.google.com/open?id=0B-ytP5bMib9TaUZQeDRzcE9idVk)
- [GitLab University](https://university.gitlab.com/)
- [Our Support Handbook](/handbook/support/)
- [Customer Collaboration Project template](https://gitlab.com/gitlab-com/account-management/customer-collaboration-project-template)
- [Workflow SA Demo Scenarios](https://docs.google.com/document/d/1kSVUNM4u6KI8M9FxoyiUbHEHAHIi34iiY25NhMxLucc/edit) (Internal Only)
- [GitLab Demo Portal](https://gitlabdemo.com)
- [Workflow SA Demo Scenarios](https://docs.google.com/document/d/1kSVUNM4u6KI8M9FxoyiUbHEHAHIi34iiY25NhMxLucc/edit) (Internal Only)
- [SA-Created - Hands-On Workshops](/handbook/solutions-architects/tools-and-resources/#hands-on-workshops)
### Other Sales Topics
......@@ -186,8 +173,7 @@ Customer Success team members maintain a [FAQ](/handbook/customer-success/faq/)
Customer Success has a few standing meetings:
- All CS Team Call - Monthly on the first Thursday
- CS Skills Exchange - every other Wednesday, alternating between 7:30am PST and 11am PST
- Quarterly Reverse AMA with Sakamoto and Female+ Team Members
- CS Team Monthly All-Hands - Monthly on the second Wednesday
- CS Skills Exchange - once or twice Monthly
The different groups within CS also have standing meetings, including meetings for the SAs, PS, and CSMs groups, regional groups, and social calls.
The different groups within CS also have standing meetings, including meetings for the Customer Success teams and Renewal Managers, regional groups, and social calls.
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