FY20-Q2 OKR (AMER-E): Define roles & responsibilities between tech support and customer success based on Denver Customer Success Workshop. [90%]
This issue will be used as a Meta Issue to outline all of the efforts we are assessing to improve our customer experience as a sister team to Customer Success.
The Largest focus will be on Customer Escalations in it's various forms:
- TAM-Led Customer Escalations
- Support-Lead Customer Escalations
- GitLab.com Customer Escalations
Other Areas of concern that may be explored:
- Support's role in Customer Success Health Checks
- Support's role in architecture design/documentation
- Cross-team data "bridges" (what data does CS need from Support? What data does Support need from CS?)
Retrospective
Good
- David Sakamoto and Tom Cooney created an interlock meeting that lead to high touch collaboration throughout the quarter
- Process has been attempted twice (One in Slack/ One in issue X)
Bad
- Initial confusion lead me to believe we could merge Incident Management <-> Customer Escalations, but that's not the case.
- MR took me too long to create and merge (slow on my part, not tech)
Try
- Start the quarter with MR made and be more iterative.
Edited by Lee Matos