Solution Architects are the trusted advisors to GitLab prospects and clients, showing how the GitLab solutions address clients business requirements. Solution Architects are responsible for actively driving and managing the technology evaluation and validation stages of the sales process. Pre-Sales/Solution Architects are the product advocates for GitLab’s Enterprise Edition, serving as a trusted advisor to the client, focusing on the the technical solution while also understanding the business challenges the customer is trying to overcome.
Primarily engaged in a pre sales technical consultancy role, providing technical assistance and guidance specific to enterprise level implementations, during the pre sales process by identifying customers technical and business requirements in order to design a custom GitLab solution In partnership with the sales team, formulate and execute a sales strategy to exceed revenue objectives through the adoption of GitLab Educate customers of all sizes on the value proposition of Gitlab, and participate in all levels of discussions throughout the organization to ensure our solution is setup for successful deployment Work onsite with strategic, enterprise class customers, delivering solutions architecture consulting, technical guidance, knowledge transfer and establish “trusted advisor status” Capture and share best-practice knowledge amongst the GitLab community Author or otherwise contribute to GitLab customer-facing publications such as whitepapers, blogs, GitLab Handbook Build deep relationships with senior technical individuals within customers to enable them to be GitLab advocates Serve as the customer advocate to other GitLab teams including Product Development, Sales, and Marketing Present GitLab platform strategy, concepts, and roadmap to technical leaders with the customer’s organization
Our large and strategic customers are in need of an ongoing partnership that combines expert guidance with flexibility and adaptability to support their adoption and continuous improvement initiatives.
These customers expect that partner to provide a streamlined, consistent and fully coordinated experience that encompasses the full span of their needs as well as the fully lifecycle of the relationship. Need to focus on 3 main areas in order to grow in our existing accounts as well as land large and strategic:
Opportunity to improve the overall awareness of GitLab in order to promote and evangelize our brand and solution in a meaningful way to provide big business impact to our customers so that they beleive in our vision and strategy
Ensuring paying customers are successful in their onboarding in order to gain adoption and get the most out of our platform and remain happy, paying GitLabers and brand advocates.
Collecting and making use of customer data and insights is key to customer success. It’s important to do more with data and when necessary share back with customers, which in turn helps and encourages our customers to improve and drive adoption.
Engaging GitLab Solutions Architects
Before getting SA involved: 1) Qualification: What is the qualified reason to engage with us? What is the size/quality/state of the opportunity? Have you created your plan?
2) Preparation: Help us, help them. 3 ASKs. Outcome. Infrastructure. Challenges. The SA should either be included in a discovery call or provided with Outcome / Infrastructure / Challenges (see below) information uncovered by the AM in prior interactions with the account. Occasionally, we could support a combination call of discovery and technical demonstration/deep-dive, but this is suboptimal. However, the latter approach does not allow the SA time to prepare for and/or tailor the discussion.
Outcome. WIIFM/T. What’s in it for them? Why are they looking at a new strategy for s/w dev. We need to be able to tailor our demos and presentations to demonstrate value and how we can address their issues. Infrastructure. What i2p tools do they currently have in place? E.g. Jenkins for CI, Ansible/Chef for automation, Codebear for review, VS/eclipse/emacs/vim for dev, etc. Challenges. What problems/roadblocks are they having? Release velocity, visibility, collaboration, automation
3) Engagement Protocol: Navigate to the SA Activity Board: https://gitlab.com/gitlab-com/customer-success/boards/339477 NOTE: The board is located in the Project “Customer Success” and the name of the board is “SA Activity Board” Create a new Issue Add the “SA Backlog” label to the Issue The SA Team will triage the SA Backlog queue and collaborate with the submitter via Issue Discussions. This will not replace SFDC. The SAs will still be required to input the necessary information for each account that is critical to the strategy
Customer Success has two roles assigned to account coverage - Solutions Architect (SA) and Account Manager (AM). For definitions of the account size, refer to market segmentation which is based on the Potential EE Users field on the account.