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Opened by David Somers@dcsomersMaintainer

Field Product Training & Certification Plan

Background / Context

This Q3 CRO OKR calls for a product training & certification plan in Q4 as a follow up to the product knowledge assessments conducted in Q3. This issue outlines our recommended approach.

Architecture Overview

  1. Command of the Message
  2. Foundational Product Knowledge Assessment
    • Key features that enablement market requirements for Tier 1 & Tier 2 customer uses cases
    • Prioritized knowledge about GitLab product tiers
    • One version for Sales roles (SALs, AEs, Channel Sales Managers, ASMs) and one for SAs & TAMs
  3. Foundational Product Knowledge learning paths
    • One version for Sales roles (SALs, AEs, Channel Sales Managers, ASMs) and one for SAs & TAMs
    • Lightweight; short videos; must be easy to maintain & update; could be created via Articulate Rise
  4. Applying DevOps for Sales e-learning course
  5. Tier 1 & Tier 2 Customer Use Case learning paths
    • Deeper dive into how to sell including the following:
      • Market Overview
      • Target Buyer and User Personas
      • Industry Insights
      • Market Requirements
      • How GitLab Does It
      • How GitLab Does it Better
      • Getting the Meeting
      • Proof Points
      • Competitive Comparisons
      • Application Exercise

Other

  • Foundational Product Knowledge Assessment to be refreshed and administered every 6 months (early Q1 and early Q3)
    • Use case-related knowledge requirements and content updated & maintained by Use Case Activation teams
    • Product tiering content knowledge requirements and content updated & maintained by Product Marketing
    • Field Enablement to own 2x/year execution of assessment, field communication, and summary results reporting
  • Field team members may test out with score of 80%+
    • If assessment score is < 80%, field team member is required to complete the Foundational Product Knowledge learning path for their role and then retake the assessment until they achieve a passing score (80%+)
  • The Applying DevOps e-learning course and the Tier 1 & Tier 2 customer use case learning paths may be consumed on-demand (though sales leaders may reserve the right to make these learning paths mandatory from time to time)
  • Field team members become GitLab product certified after successfully passing the foundational knowledge assessment, the Applying DevOps for Sales course (not required for CS team members), and the Tier 1 & Tier 2 Customer Use Case learning paths
    • Field team members will still be required to complete a foundational product knowledge assessment every 6 months as GitLab features, capabilities, value, customer use cases, and product tiers continue to evolve

Questions

  • When will this launch?
    • Proposal: at SKO 2021 (after EOY and after launch of new Learning Experience Platform (LXP))
  • Is this product certification available to partners?
    • Yes, although frequency and other execution details may vary (TBD)
Edited by David Somers