@@ -322,7 +322,7 @@ For context, Sid joined the Zoom call from San Francisco, while the researchers
### Who should be invited to meetings?
We can use our [DRI framework](/handbook/people-group/directly-responsible-individuals/#dri-accountable-consulted-informed-daci) to inform who should participate in a meeting. The **DRIs and consulted folks will play key roles within meetings**. A meeting DRI or facilitator owns the meeting. Other DRIs may own specific activities in support of an initiative. Consulted people are those whose opinions are sought, typically subject-matter experts; and with whom there is two-way communication. **Most informed people should not be invited** if there is a more efficient way to engage or cascade information. When informed folks are invited due to needs for immediate alignment or limitations around effectively cascading asynchronously, they should not be added as a recurring participant in a sequence of meetings.
We can use our [DRI framework](/handbook/people-group/directly-responsible-individuals) to inform who should participate in a meeting. The **DRIs and consulted folks will play key roles within meetings**. A meeting DRI or facilitator owns the meeting. Other DRIs may own specific activities in support of an initiative. Consulted people are those whose opinions are sought, typically subject-matter experts; and with whom there is two-way communication. **Most informed people should not be invited** if there is a more efficient way to engage or cascade information. When informed folks are invited due to needs for immediate alignment or limitations around effectively cascading asynchronously, they should not be added as a recurring participant in a sequence of meetings.
### How do you enable folks who don't attend meetings in-person to effectively participate?
@@ -58,9 +58,9 @@ In Mid-Market, Solutions Architects are pooled so they are not aligned with spec
- Maintains [Gainsight](/handbook/customer-success/csm/gainsight/) records of customer health and triaging as necessary
- Account escalation point of contact for [High or Critical Escalations](/handbook/customer-success/csm/escalations/)
The [Account Team Roles & Responsibilities Framework](/handbook/people-group/directly-responsible-individuals/#dri-accountable-consulted-informed-daci) provided below is designed to serve as a guiding framework to improve collaboration across teams. Please note that this is applicable only to accounts managed by a CSM or CSA. For accounts managed by a CSE, refer to the [CSE's Handbook](/handbook/customer-success/csm/segment/cse/) on Rules of Engagement. Typically, an account will be overseen by either a CSM or a CSA, and the responsibilities outlined in the Account Team Roles & Responsibilities Framework apply equally, unless otherwise specified in the 'Comments' section.
The [Account Team Roles & Responsibilities Framework](/handbook/people-group/directly-responsible-individuals) provided below is designed to serve as a guiding framework to improve collaboration across teams. Please note that this is applicable only to accounts managed by a CSM or CSA. For accounts managed by a CSE, refer to the [CSE's Handbook](/handbook/customer-success/csm/segment/cse/) on Rules of Engagement. Typically, an account will be overseen by either a CSM or a CSA, and the responsibilities outlined in the Account Team Roles & Responsibilities Framework apply equally, unless otherwise specified in the 'Comments' section.
The following Account Team Roles & Responsibilities Framework is an outcome of the work of this [OKR](https://gitlab.com/gitlab-com/gitlab-OKRs/-/work_items/6329) and utilizes the [DCI Matrix](/handbook/people-group/directly-responsible-individuals/#dri-accountable-consulted-informed-daci).
The following Account Team Roles & Responsibilities Framework is an outcome of the work of this [OKR](https://gitlab.com/gitlab-com/gitlab-OKRs/-/work_items/6329) and utilizes the [DCI Matrix](/handbook/people-group/directly-responsible-individuals).
#### Account Team Roles & Responsibilities Framework - CSM/A
The [CSE DCI matrix](/handbook/people-group/directly-responsible-individuals/#dri-accountable-consulted-informed-daci) provided below is designed to serve as a guiding framework to improve collaboration across teams. Please note that this is applicable only to accounts interacting with a CSE. For accounts managed by a CSM or CSA, refer to the [CSMA's DCI](/handbook/customer-success/account-team/#customer-success-manager-csm/) on Rules of Engagement.
The [CSE DCI matrix](/handbook/people-group/directly-responsible-individuals) provided below is designed to serve as a guiding framework to improve collaboration across teams. Please note that this is applicable only to accounts interacting with a CSE. For accounts managed by a CSM or CSA, refer to the [CSMA's DCI](/handbook/customer-success/account-team/#customer-success-manager-csm/) on Rules of Engagement.
@@ -112,7 +112,7 @@ For an epic to be ready, the following information must be present on the epic:
2. Participants (only required when in 'Next' section)
3. Context - why are we working on this (problem, background)
4. Goals or Impact - what do we expect this project to accomplish
5.[Dependencies and Stakeholders](/handbook/people-group/directly-responsible-individuals/#dri-accountable-consulted-informed-daci) - who is relying on this work, who should be informed, who should be consulted
5.[Dependencies and Stakeholders](/handbook/people-group/directly-responsible-individuals) - who is relying on this work, who should be informed, who should be consulted
6. Phases of Delivery
7. Project Management Arrangements - expectations of the DRI, EM and Participants, and specific status reporting requirements, if sub-epics or milestones are to be used
8. Status block - should be the final heading in the description with the format `### Status yyyy-mm-dd`.
The Data Team will work to add KPIs and Performance Indicators to our enterprise database models and BI reports once the following steps have been completed.
- The DRI should ensure the KPI definition, business logic, and calculation steps are documented in the relevant section of the handbook and added to the GitLab KPIs [with all of its parts](/handbook/company/kpis/#parts-of-a-kpi)
- The handbook definition should be reviewed by the necessary [Consulted & Informed](/handbook/people-group/directly-responsible-individuals/#dri-accountable-consulted-informed-daci) cross-functional partners. In some cases, the definition may also require [approval](/handbook/people-group/directly-responsible-individuals/#circumstances-requiring-the-rare-need-for-approvals) from those cross-functional partners
- The handbook definition should be reviewed by the necessary [Consulted & Informed](/handbook/people-group/directly-responsible-individuals) cross-functional partners. In some cases, the definition may also require [approval](/handbook/people-group/directly-responsible-individuals) from those cross-functional partners
- Once the KPI is ready to be added into our enterprise reporting, the DRI should create an issue using the standard Data Team Issue template on the [GitLab Data Team Issue Tracker](https://gitlab.com/gitlab-data/analytics/issues).
- The Data team will verify the data sources and help to find a way to automate (if necessary).
