@@ -74,7 +74,7 @@ DRI: CSM/A that the customer is transferring away from
1. CSE_APAC_1
1. CSE_PUBSEC_1
Generally speaking there is no direct assigment to a specific CSE like an account was assigned to a CSM. The CSE team will be best involved by letting the AE or SA opening a [CSE help request](/handbook/customer-success/csm/segment/cse/cse-operating-rhythm/#cse-engagement-request-process), in which the CSE can introduce their role to the customer and how CSE team works. Going forward, CSE help requests should be used again and again by the AE / SA / RM, when a situation at the customer arises, which needs help by a CSE team member.
Generally speaking there is no direct assigment to a specific CSE like an account was assigned to a CSM. The CSE team will be best involved by letting the AE or SA opening a [CSE help request](/handbook/customer-success/csm/segment/cse/cse-operating-rhythm/), in which the CSE can introduce their role to the customer and how CSE team works. Going forward, CSE help requests should be used again and again by the AE / SA / RM, when a situation at the customer arises, which needs help by a CSE team member.
- Collaboration with Account Executives and Renewal Manager on how the customer is adopting the platform, including any potential risks or areas for improvement.
@@ -26,7 +26,7 @@ Customer Success Operations and CS leaders determine, based on various GitLab he
### Monthly Webinars and Hands On Labs
The CSE Team delivers monthly webinars and hands-on labs that are available to all. The [webinar calendar](/handbook/customer-success/csm/segment/cse/webinar-calendar/) is published to our website, with a registration link for each. Webinars are pre-recorded content with CSEs answering Q&A. Labs provide a hands-on learning experience for each attendee with their own lab environment to work through lab exercises during the session.
The Success On-Demand (CSE) Team delivers monthly webinars and hands-on labs that are available to all. The [webinar calendar](/handbook/customer-success/csm/segment/cse/webinar-calendar/) is published to our website, with a registration link for each. Webinars are pre-recorded content with CSEs answering Q&A. Labs provide a hands-on learning experience for each attendee with their own lab environment to work through lab exercises during the session.
#### Creating Webinar Content
@@ -34,7 +34,7 @@ The CSE Team works with our content team to create content for our Webinars. In
#### Preparing for and Delivering a Hands-on Lab
The upcoming month's hands-on labs are added to an issue in the [Customer Success Engineering - Content Project](https://gitlab.com/gitlab-com/customer-success/customer-success-engineering/content/-/issues/?label_name%5B%5D=cse-events%3A%3Asign-up)(separate from the webinar schedule) and the CSE team is asked to sign up as DRIs.
The upcoming month's hands-on labs are added to an issue in the [Customer Success Engineering - Content Project](https://gitlab.com/gitlab-com/customer-success/customer-success-engineering/content/-/issues/?label_name%5B%5D=cse-events%3A%3Asign-up)(separate from the webinar schedule) and the Success On-Demand (CSE) team is asked to sign up as DRIs.
##### Lab Environment Request
@@ -57,7 +57,7 @@ Lab attendees will redeem the invitation code when joining the lab to secure acc
Before the event, the host should make a copy of the appropriate [master slide deck](https://drive.google.com/drive/folders/1h-I2J_J4MlgBmjfwxpdGiyVM0vIVW9vY?usp=drive_link) and store it in the [2. Global Onboarding Labs -> Decks -> Delivered decks folder](https://drive.google.com/drive/folders/1SYuAOlR9YqLSS3I9qebW8aKyRYx2Yv8I?usp=drive_link), with the Title: `<Lab Name> - <Region> - Date`. In the lab deck, change the registration codes to match the current lab, and add their name and profile picture to the presenter slide.
The CSE Program Manager will handle all pre-lab and post-lab communication with the attendees, and will request the Highspot link to add to the post-lab email.
The Program Manager will handle all pre-lab and post-lab communication with the attendees, and will request the Highspot link to add to the post-lab email.
The lab content is contained in the [GitLab Learn Labs Sample Projects group](https://gitlab.com/gitlab-learn-labs/sample-projects). The correct project should be linked in the slide deck you are using for the lab. The host should run through the lab exercises in their entirety at least once before the event to ensure there are no technical issues.
@@ -79,34 +79,37 @@ Tips and tricks for presenting:
- hide your bookmarks bar and be conscious not to share anything related to other customers
- go slower than you think you need to through the exercises
After the lab, the CSE Program Manager will send a post-event email with a link to the recording and slide deck.
After the lab, the Program Manager will send a post-event email with a link to the recording and slide deck.
#### Reporting an Issue with Content
When reporting a problem, use the `Bug` template in the [Content project](https://gitlab.com/gitlab-com/customer-success/customer-success-engineering/content), then fill out as much of the information as possible.
### CSE Engagement Request Process
### Success On-Demand (CSE) Engagement Request Process
Account owners (AEs, SAEs, Renewals Managers) working with customers that [qualify](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/CSM-Segments) for CSE may find that their customer would benefit from a CSE engagement outside of the normal operating rhythm during the customer lifecycle (programmatic call invitations from Gainsight, manual outreach by CSE in Outreach, Office Hours and Webinars). In these cases, it is best to submit ad-hoc engagement requests through Salesforce.
To open a new CSE case, go to the customer's account in SFDC and select the _Opportunity_ the case will be associated with. On the Opportunity page, click the _**CS Help**_ button. On the next page, you will be asked to select an option between _CSE Help (NOT Escalations)_ and _Escalations (CSM/CSE Accounts)_. Select the _CSE Help option_ (for _Escalations_, please check [this section](#cse-escalations)).
Account owners (AEs, SAEs, Renewals Managers) working with customers that [qualify](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/CSM-Segments) for Success On-Demand (CSE) may find that their customer would benefit from a CSE engagement outside of the normal operating rhythm during the customer lifecycle (programmatic call invitations from Gainsight, manual outreach by CSE in Outreach, Office Hours and Webinars). In these cases, it is best to submit ad-hoc engagement requests through Salesforce.
To open a new Help Request (aka CSE case), go to the customer's account in SFDC and select the _Opportunity_ the case will be associated with. On the Opportunity page, click the _**Request Help**_ button. On the next page, you will be asked to select an option; Use CS Help here and afterwards _CSE Help (NOT Escalations)_. Only select _Escalations (CSM/CSE Accounts_ if it's really an escalation (please check [Success On-Demand (CSE) Escalations]#success-on-demand-CSE-escalations] for more information around _Escalations_).
The next step will ask to provide information about the case. In the _On-Demand Catalog Offerings_ dropdown, select the service that best aligns with the customer's needs. [Below](# cse-catalog-offerings), you have a detailed description of what each offering covers. Next, add the _Contact_ whom the CSE will be speaking with.
The other mandatory information is a detailed description of what is expected from this engagement. Please add all relevant information in the _Challenges/Pain Points_ field. It is crucial for the CSE to have a clear understanding of the customer's situation so they can prepare appropriately for the meeting.
This brief screencast demonstrates how to reveal the CS Help button when on the customer's opportunity page in Salesforce:
The following screenshots should help you navigate the Help Request process in Salesforce:
After the case is created, it will be automatically listed in related case lists on both the account and opportunity. Then, a corresponding Call to Action (CTA) is generated in Gainsight for the CSE to handle. But it is not real-time (batch rule runs every four hours starting at 12:30-1 am PT everyday).
NOTE: Unless specified otherwise, CSEs will automatically reach out to the contact with the AE/RM in copy when cases are created. If the AE/RM does not want that to happen they can put a note in the open text "Challenges/Pain Points (1000 Character Limit)" field on the case.
After the case is created, it will be automatically listed in related case lists on both the account and opportunity. Then, a corresponding Call to Action (CTA) is generated in Gainsight for the Success On-Demand (CSE) team to handle. But it is not real-time (batch rule runs every four hours starting at 12:30-1 am PT everyday).
NOTE: Unless specified otherwise, a team member will automatically reach out to the contact with the AE/RM in copy when cases are created. If the AE/RM does not want that to happen they can put a note in the open text "Challenges/Pain Points (1000 Character Limit)" field on the case.
- For more information about the scope and qualifications for CSE engagement, refer to the following links:
-[CSE: Qualifications/Scope Document for CSE Engagement](https://docs.google.com/document/d/1UVUPVTpEd3uYN8X1a_-LgB0GVY3fW6Y-S8sXfh-W65M/edit#)
The CSE Catalog provides a structured framework of engagement offerings that support customer technical needs across different GitLab areas. When submitting an engagement request to the CSE team, Account Executives (AEs), Renewal Managers (RMs), and Solutions Architects (SAs) can select from these offerings to best match the customer's specific requirements. Each offering is designed to address distinct technical challenges and implementation scenarios, allowing for more focused and effective CSE engagements. Below are the detailed descriptions of each available offering:
The Success On-Demand (CSE) Catalog provides a structured framework of engagement offerings that support customer technical needs across different GitLab areas. When submitting an engagement request to the Success On-Demand (CSE) team, Account Executives (AEs), Renewal Managers (RMs), and Solutions Architects (SAs) can select from these offerings to best match the customer's specific requirements. Each offering is designed to address distinct technical challenges and implementation scenarios, allowing for more focused and effective engagements. Below are the detailed descriptions of each available offering:
-**Fast-Track GitLab Implementation**: DevOps leads and platform administrators will recieve expert guidance on how to accelerate their GitLab deployment. The CSEs will share concrete setup recommendations covering configuration, user management strategies, and documentation based best practices.
-**Optimize Your GitLab Architecture**: Enterprise architects and technical leads will receive expert guidance on designing a robust, scalable GitLab infrastructure. The CSEs will share best practices on architectural patterns, including high availability configurations and disaster recovery strategies that reduce downtime risk.
@@ -137,13 +140,13 @@ The CSE should then prepare a follow-up email to be sent to the customer through
This ensures that a CSAT survey is deployed to the recipients of the email.
## General Guidelines for CSE Engagements
## General Guidelines for Success On-Demand (CSE) Engagements
### Playbooks
A list of Playbooks can be found on the [CSE Playbooks](playbooks) sub page.
### CSE Escalations
### Success On-Demand (CSE) Escalations
Qualifying the customer for an escalation is important in terms of ARR and LAM. ARR should be >=80% of the ceiling for your segment's ARR range. LAM ought to be > $100K. Another very weighty criterion is an upcoming renewal. If they are <= 3 months away from an upcoming renewal, an escalation could help turn their frown upside down.
@@ -221,7 +224,7 @@ If a customer has additional questions after receiving the follow-up email, the
If the customer comes back with additional questions to the AE or RM, please feel free to redirect them to the CSE who had the call previously with the customer.
@@ -9,13 +9,14 @@ As a member of the pre-sales team, closing another successful deal for GitLab, i
<!-- NOTE: This course probably needs to be checked to ensure it's not conflicting with the new guidelines -->
Please review this course on [Introducing the Customer Success Manager](https://levelup.gitlab.com/courses/introducing-the-technical-account-manager).
## Engaging a CSM/CSE
## Engaging a CSA/M/E
Not all accounts qualify for a CSM or CSE. Please view this [internal wiki page](https://gitlab.com/gitlab-com/customer-success/csm/-/wikis/CSM-Segments) with ARR thresholds by sales segment to determine if your account qualifies for either a CSM or CSE.
Not all accounts qualify for a CSA/M/E.
In general: CSA/M accounts have Success Tiers attached. CSE managed accounts are above a certain threshold and no Success Tier attached.
To determine if an account already has a CSM assigned, go to the Salesforce account page, scroll to the `Customer Success` section, and see if there is an entry for `Customer Success Manager` (this should be right below the Solutions Architect). If a person is listed there, they are the CSM and you can reach out to them about the account. If `TAM Scale` is listed instead of a person, that means that the account is supported by a CSE. To get a CSE engaged with the account, please reference this [handbook page](/handbook/customer-success/csm/segment/cse/cse-operating-rhythm/#cse-engagement-request-process) on how to request engagement.
To determine if an account already has a CSA/M assigned, go to the Salesforce account page, scroll to the `Customer Success` section, and see if there is an entry for `Customer Success Manager` (this should be right below the Solutions Architect). If a person is listed there, they are the CSM and you can reach out to them about the account. If `TAM Scale` is listed instead of a person, that means that the account is supported by Success On-Demand (CSE). To get a CSE engaged with the account, please reference this [handbook page](/handbook/customer-success/csm/segment/cse/cse-operating-rhythm/) on how to request engagement.
If you have questions about CSM alignment (either for existing or newly-qualifying customers), please reach out to the CSM Manager supporting that region (see this [handbook page](/handbook/customer-success/csm/csm-manager/#csm-leadership) for details).
If you have questions about CSM alignment (either for existing or newly-qualifying customers), please reach out to the CSM Manager supporting that region (see this [handbook page](/handbook/customer-success/csm/csm-manager/) for details).
If a customer will be on Dedicated, the account team should notify the CSM Manager they work with and familiarize themselves with the [best practices for engaging CSMs for Dedicated Customers](https://internal.gitlab.com/handbook/customer-success/csm/gitlab-dedicated/) to get them engaged during the pre-sales process.
