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Sales & Customer Success

Sales & Success Responsibility Matrix

Credit: https://about.gitlab.com/handbook/customer-success/#customer-success-groups

The table below depicts the relationships between activities, responsible roles, relationship and opportunity stages in the customer lifecycle.
Teams Responsible
1
Account Executive
2
Solutions Architect
3
GitLab Group
4
Professional Services Engineer
5
Technical Account Manager
There are no rows in this table

Customer Success Responsibilities Matrix

Filter by Role:
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Opportunity Stage
Business Relationship Stage
Activity
Who's Responsible
Output
Discovery
Lead or Contact
Create relationship lifecycle meta-record (e.g., SFDC)
Account Executive
A data record containing information related to the prospect and having data fields attributes that will support the long term ability to "current state" of a customer at any given point in the lifecycle. This cell links to an example customer "meta-record"
Lead or Contact
Qualify the lead in terms of GitLab value to their organization
Account Executive
Lead or Contact
Engage solution architects
Account Executive
Lead or Contact
Intro and engage solution architect in technical conversations
Account Executive
Scoping
Opportunity
Update relevant SFDC fields with new information
Account Executive
Opportunity
Demo GitLab tech and articulate the value proposition
Solutions Architect
Technical Evaluation
Opportunity
High-level technical discovery and fit assessment
Solutions Architect
Updates to the customer technical profile that demonstrate the architectural fit is feasible and provides sufficient information for generating a SOW and solution design blueprint.
Opportunity
Capture environment and technical specifics for each prospect
GitLab Group
Enriched customer meta-record
Opportunity
Create a solution design blueprint from requirements gathering, tech discovery and customer meta-record
Solutions Architect
Blueprint solution design diagram
Opportunity
Handoff solution design blueprint to Professional Services Engineer and TAM
Solutions Architect
PSE and TAM full review
Opportunity
Create and submit Proof of Value (PoV/PoC) plan to stakeholders
Solutions Architect
PoV plan (inclusive of blueprint solution design)
Proposal
Opportunity
Validate the solution design as generated by Solutions Architect
Professional Services Engineer
Technical Account Manager
Approval / signoff by PSE and TAM
Opportunity
Create and submit professional services implementation SOW to stakeholders
Professional Services Engineer
Statement of Work (inclusive of blueprint solution design)
Negotiating
Opportunity
Agreed upon success criteria
GitLab Group
A document that clearly articulates what done looks like and when done is successful. The success criteria are required for proof of value or a professional services implementation. The document should be signed by an accountable individual from both parties and verbally discussed.
Opportunity
PoV project kick-off
Solutions Architect
Kick-off and proof of value execution plan catered to the customer
Opportunity
Initial introduction of TAM in preparation for close
Account Executive
Closed Won
Opportunity
Close with a technical win, negotiated terms and signed contract
GitLab Group
Contract, MSA, SLA, OLA, et al the other legal bits
Opportunity
Official introduction and account management transition to TAM to customer stakeholders via Welcome Call
Technical Account Manager
Customer
Professional Services Implementation kick-off
Technical Account Manager
Kick-off and implementation plan catered to the customer
Customer
Transition customer meta-record and technical profile to PSE or TAM
Solutions Architect
Customer
Transition customer meta-record and business profile to TAM
Account Executive
Customer
Full use-case, stakeholder, technology stack, and opportunity discovery
Technical Account Manager
Update fields in Salesforce, and Customer Success Plan
Customer
Manage the ongoing customer meta-record rigorously
Technical Account Manager


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