We use Avalara to automate and manage all of our sales tax compliance obligations.
Bizible is our marketing attribution software that allows for connecting marketing and sales touch points over a prospect's or customer's lifecycle directly to revenue. It also allows us to directly tie the investment in our online advertising to records within our database. Although Bizible has dashboards, we are not currently using the reporting to measure success or track marketing. Bizible allows us to track our marketing activities at a more granular level within Salesforce, our single source of truth.
We are using By Appointment Only to help set meetings for Account Executives with leadership in target companies. This relationship is managed by SDR Lead, Jeffrey Broussard, and tracked in a Salesforce campaign.
Balsamiq is a wireframing tool.
Stock option administration, capitalization table and equity management are all managed using the Carta software platform.
Opportunity forecasting and pipeline analysis tool. Clari will help the Sales Team improve forecast accuracy providing Sales Leadership with additional insight and details into an opportunity - insights that cannot be gleaned from Salesforce records or 1:1 forecasts calls alone. Additional insights include email activity between client/prospect and AE and stage movemement/velocity vs. historically won opportunities. Sales Leaders will also use Clari to conduct Manager/Rep 1:1s as well as the weekly forecast call with members of the executive team. We will also use Clari for the QBR presentations. Please see the Weekly Forecasting section of the Sales Handbook for more information on how Clari will accomplish this.
Call and demo recording software. Chorus tracks keywords, provides analytics, and transcribes calls into both Salesforce and Outreach. Chorus will be used to onboard new team members, provide ongoing training and development for existing team members, provide non-sales employees with access to sales calls, and allow sales reps to recall certain points of a call or demo. At this time, US East, US West, US SDRs, US BDRs, and US Solutions Architects will be considered recorders. Everyone else can access the tool as a listener if they wish.
Once you have been granted access to Chorus, please make sure to activate your account. After you've done that, the very next step should be to link your Google Calendar. This is important so that the Chorus call recorder will be added automatically to any Zoom demo where you are the host. To link your Google account:
Settings, which is the "gear" icon on the top right.
Personal Settings, then in the sub-menu select
Link Google Calendar
We will be updating the handbook as we continue with our onboarding, but in the mean time, here are some Tips on Getting Started with Chorus
CloudExtend: Google Drive for NetSuite is an integration application that connects the Finance team's G-Drive to NetSuite. A few benefits include streamlined Accounts Payable processing, centralization of document storage, and an improved audit trail.
Cookiebot is a cookie and online tracking consent solution that complies with the consent and information requirements of the EU ePrivacy Directive 2009/136/EC and the General Data Protection Regulation (GDPR). Cookiebot is a self-serve cloud service provided to you by the ePrivacy company Cybot.
DataFox provides our Sales Reps with access to additional information in regards to our accounts such as number of employees, address, revenue, funding and other relevant data for the account. Most importantly DataFox is used to help set our account hierarchy structure by linking parent accounts with child accounts.
DiscoverOrg provides our Sales Development Representatives and Account Executives with access to hundreds of thousands of prospects and their contact information, company information, tech stack, revenue, and other relevant data. Individual records or bulk exports can be imported into Salesforce using extensive search criteria such as job function, title, industry, location, tech stack, employee count, and company revenue.
We are using DoGood to help set meetings for account executives with leadership in target companies.
We have notified DoGood of the individuals from their list that we would like to meet with. The outbound SDR team has supplied them with outreach email templates. DoGood will send emails to our desired contacts and see if they are interested.
If an individual expresses interest in meeting to learn more about GitLab, the SDR in charge of that account will create the contact in SFDC and ensure that the contact has the proper lead source and is attached to the appropriate account.
DoGood will have a short kickoff meeting with the account executive that will be taking the meeting, then make an introduction between the contact at the target company and the account executive.
The meeting and all further meetings with the contact will be tracked in SFDC as normal. After the completion of the meeting, we will report back to DoGood with one of three ratings:
Corporate travel management software.
The company travel and expense management application. The platform provides employees a simple tool to create expense reports, which can then be managed from approval workflow through the final stage of reimbursement.
Google Analytics captures all the analytics for GitLab pages outside of the actual app on https://gitlab.com. If you need access to Google Analytics, you can request access from the Online Marketing Manager or Marketing Operations Manager.
When a lead is created in Salesforce, LeanData will be the tool that routes it to the appropriate user. Routing rules include sales segmentation, region, lead source, and owned accounts. For example, if a lead from a named account is created, it will be routed directly to the owner of the named account. Also, LeanData provide cross-object visibility between leads and accounts and contacts. When in an account record, a user can view "matched" leads by company name, email domain, and other criteria.
LeanData enables strategic lead management within Salesforce so leads are assigned to the right reps. This is done by leveraging LeanData's fuzzy logic algorithms and lead-matching database. Whether we introduce a sales process based on named accounts, geographic territories, employee size (or all of the above), LeanData allows us to easily manage seemingly complex lead assignment rules.
LeanData is made up of three primary solutions: Lead/Account Matching, Lead Routing Rules, and Cross-Object Visibility.
The primary feature for LeanData is matching leads to accounts using a number of different criteria: company name, email address, and IP address. If a new lead is created in Salesforce, LeanData will review the criteria to determine if it matches an existing account in the system and will deliver the lead to the correct user as per our defined lead routing rules. Note that our matching criteria will include both the company information and region.
One of the most widely-known issues with the Salesforce architecture is the lack of relationship between the lead and account/contact objects. LeanData addresses this lack of functionality. A user can be in an account record and see all related lead records. Within the lead object, a user can view all related leads and accounts.
LeanData from the Account Page
<URL of original account>."
LeanData from the Lead Page
You can schedule somone to be placed on "vacation hold" in a round robin group. There always has to be one member of a round robin group that is active. If you have access to LeanData you can set a vacation hold by doing the following:
User Name(any active SFDC user will be in this field).
Marketo is our marketing automation platform managed by our Marketing Ops team. Anyone who signs up for a trial, requests contact from GitLab, attends a webinar or trade show, or engages in any other marketing activity, will end up in Marketo. These prospects will receive scores based on their level of engagement and these scores will be used by the Business Developement Representatives and Account Executives to prioritize which prospects to follow up with. Marketo is also our primary tool for delivering marketing communication to prospects and customers.
Moz Pro is our all-in-one SEO tool set used by the Online Growth team for analysis of our website, effectiveness of keywords, optimization of landing pages and tracking our site rankings.
NetSuite is the company Enterprise Resource Planning (ERP) system, which is primarily managed by the Finance team. The platform allows enhanced dimensional reporting as well as multi-currency and multi-entity reporting. This is where the General Ledger resides and all financial activity is ultimately recorded, which is critical to reporting the financial health of the company.
Outreach.io is a tool used to automate emails in the form of sequences. Users can track open rates, click through rates, response rates for various templates and update sequences based on these metrics. Outreach.io also helps to track sales activities such as calls. All emails/calls/tasks that are made through Outreach.io are automatically logged in Salesforce with a corresponding disposition. See below for a list of current call dispositions, what they mean and scenarios on when to use each of them.
| ||The correct contact actully picked up the phone and you had a conversation with the contact|
| ||You were able to reach the voicemail for the correct contact and you left a message on their machine or with their Personal Assistant|
| ||You were able to reach the correct contact through a company directory but it kept ringing. You reached the contacts voicemail but their voicemail was not set up so you could not leave a message|
| ||Get a busy tone when calling|
| ||The phone number is not valid|
| ||The wrong person answered the phone number that you had for this contact and it is the wrong persons phone number (They were not a personal assistant). They didn't take a message for the correct person or give helpful information|
| ||The wrong person answered the phone and it is the wrong persons phone number (They were not a personal assistant). They took a message for the correct person/gave you the correct number for the contact|
| ||You got through to the voicemail but the voicemail was for someone other than the person who you were trying to contact. Or the person was not listed in the company directory and you were calling the companies main number|
Outreach is not meant for mass communications nor bulk email sends it is intended for very targeted account and prospect communications. The Outreach platform is directly integrated to the GitLab Gmail account and each users email is linked through OAuth therefore all activity in Outreach has the potential to impact the IP reputation of the GitLab domain with all major email services providers.
Periscope is our Data Visualization and Business Intelligence tool. It is for reporting and can have its dashboards embedded into Salesforce, the Handbook, or other places where GitLabbers already do their work. Please read more in the Periscope Directory
Salesforce is our CRM of record. It integrates with all of the other applications in our business tech stack. Salesforce stores prospect, customer, and partner information. This includes contact information, products purchased, bookings, support tickets, and invoices, among other information.
A lead is a prospect who has yet to be qualified. Lead may have expressed interest by requesting contact, starting a trial, attending a webinar or trade show, or registering on GitLab.com or our customer portal. Leads are typically followed up by our Business Development Reps (BDR) or Account Executives. During this initial qualification process, a BDR will uncover certain details that will determine whether the prospect is qualified. For more information on the BDR Qualification process, click here. Once qualified, the lead is converted into an Account, Contact, and Opportunity. For all non-marketing and non-system adminstrators of Salesforce, all leads are read-only.
An account can either be a prospect who was qualified by a BDR or Account Executive, an existing customer, or a partner. Accounts will contain all company information, including billing and shipping address, company phone, website, support package, industry, employee count, and annual revenue. An account will be the parent record for associated contacts, opportunities, subscriptions, invoices, and payments.
A contact is a person associated to an account record. Information contained in the contact record include name, mailing address, title, role, phone, and email. An account can have many contacts associated to it. Contacts can be added to opportunities via Contact Roles.
An opportunity is created when a prospect has expressed interest in GitLab. The opportunity record includes information regarding close dates, contract value, and type. An opportunity will be in a certain stage, depending on where it is in the sales cycle. For more information on stages, click here.
Tasks and events are used when logging calls and meetings into Salesforce. Collectively called "activities", these records are meant to track interactions with customers and prospects. For example, you might create a task after you've attempted to call a prospect. You may also want to create a task as a reminder to complete a certain task, such as call a prospect or send an email. Tasks can also be created by external systems such as Marketo or Outreach when emails are sent to leads or contacts. External resources: Difference Between a Task and an Event, SFDC Task Documentation
OwnBackup is a SalesForce backup tool. We use it to take backups of both data and metadata nightly for the production instance of Salesforce.
Screaming Frog is a desktop web crawler we use to identify, track, and address crawl issues on our website.
Sertifi is used when a quote or other document requiring signature needs to be delivered to a prospect.
Sketch is a design toolkit.
Snowflake is our primary data warehouse. It is the single source of truth for all company data.
Stripe is a software application that enables GitLab customers to make online payments. Finance uses this system to collect information pertaining to payments made online.
Visual Compliance is a opportunity and account screening tool. It screens opportunities in Salesforce to ensure that Gitlab does not violate any US Regulations by selling to restricted individuals or organizations.
Tracking and payment of variable compensation including sales commissions payment based on Closed Won Opportunities.
Customer support tickets are managed through Zendesk and can be visible in the Lead, Account, or Opportunity object in Salesforce in the form of a Visualforce page. This provides visibility for non-Zendesk users into the support tickets created by their prospects and customers. For more information on this tool, you can visit the Support page here.
Zuora is our subscription management and billing system, primarily managed by our Finance team. A quote object within Salesforce is created with a specific configuration, and an order form (PDF) is generated. Once the order form is signed, the Quote in Salesforce is converted to a Subscription in Zuora and the invoice is delivered or payment is applied if the customer provides their credit card details.