| Property | Value |
|---|---|
| Date Created | 2022-01-24 |
| End Date | 2022-07-29 |
| Slack | #wg-ecommerce-motion (only accessible from within the company) |
| Google Doc | Ecommerce Motion Working Group Agenda (only accessible from within the company) |
Self-service and e-commerce are key levers to the success of our business (also now part of Top Cross-Functional Initiatives). They drive customer satisfaction and adoption, deliver GTM efficiency, assist in channel development and ultimately, expand our revenue and improve our position in the market.
As the demands of the business grow in complexity and the areas that self-service touches increase, it will be crucial for us to align on one, common self-service strategy.
The goal of this group is to ultimately define the most effective way to deliver on self-service and bridge the gap between where we are today and our long-term vision and objectives.
note: Zuora SSOT is a prerequisite of any system changes coming out of this working group. Following through on this work enables us to scale and iterate more efficiently, even if we were to recommend leveraging a COTS solution.
we've identified some prerequisites that must be complete before pursuing a recommendation from this working group. These items have prevented significant progress thus far and will only make matters worse if not addressed prior to additional investment (either build or buy)
| Prerequisite | Rationale |
|---|---|
| Zuora SSOT | Zuora needs to be the SSOT for our Product Catalog, and what a customer has bought (subs, invoices, payments, etc) |
| Customer as a First Class Citizen | As of 2022-02 we map a user to a subscription, but a Zuora account maps to a customer. We need to resolve this before scaling to a new or improved system |
| SSO | As of 2022-02 a customer can have two logins, their GitLab.com account AND an account on customers.gitlab.com, we need to merge these and maintain a single SSO system (gitlab.com account) |
| Account Management Access Controls & Billing Roles | The admin is not always the person at a customer's organization who is responsible to manage the subscription. We need a solution that support billing roles, billing perms or perm sets (actual solution still TBD) that ensures the right person at a customer's organization has access |
Contributors
DRIs held accountable to deliver on the exit criteria. Required to attend syncronous discussions and collaborate with reviewers to collect input and feedback. Similar to Responsible and Accountable in a RACI framework.
Collaborators
Stakeholders with business requirements or domain expertise who will provide input to contributors. No need for regular or syncronus attendance, will engage async with contributors as appropriate. Similar to Consulted and Informed in a RACI framework.
| Working Group Role | Person | Title |
|---|---|---|
| Executive Sponsor | Ryan O'Nell | VP Commercial |
| Facilitator | Kazem Kutob | Director, Online Sales & Self Service |
| Contributor | Justin Farris | Sr Director, Product Monetization |
| Contributor | Alex Martin | Sr Manager, Online Sales |
| Contributor | Bryan Wise | VP, IT |
| Contributor | Jerome Z Ng | Sr Engineering Manager, Fulfillment |
| Contributor | Omar Fernandez | Interim Director of Product, Fulfillment |
| Contributor | Jerome Ng | Sr Engineering Manager, Fulfillment |
| Contributor | Mark Quitevis | Sr Business Systems Analyst |
| Collaborator | Tatyana Golubeva | Principal PM, Purchase |
| Collaborator | Emily Sybrant | Product Designer, Purchase |
| Collaborator | James Lopez | Backend Engineering Manager, Fulfillment:License |
| Collaborator | Tyler Amos | Staff Backend Engineer, Fulfillment:License |
| Collaborator | Hila Qu | Director of Product, Growth |
| Collaborator | Christopher Nelson | Sr Director, Enterprise Applications |
| Collaborator | Jessica Salcido | Finance Systems Administrator |
| Collaborator | Daniel Parker | Senior Integrations Engineer, Business Technology |
| Collaborator | Sarah McCauley | Finance |
| Collaborator | Michelle Hodges | VP, Channel Sales |
| Collaborator | Jack Brennan | Sr Director, Sales Systems |
| Collaborator | David Duncan | VP Marketing |
| Collaborator | Michael Preuss | Director, Digital Experience |
| Collaborator | Sindhu Tatimatla | Director, Analytics & Insights |
| Collaborator | Cheri Holmes | Chief of Staff to CRO |
| Collaborator | Jake Bielecki | Sr Director, Sales Strategy and Ops |
| Collaborator | Shaun McCann | Director, Support Engineering |
| Collaborator | Jesse Rabbits | Sr. Manager, Deal Desk |