GitLab defines Commercial Sales as worldwide sales for the mid-market and small/medium business segments. Sales segmentation is defined by the total employee count of the global account. The Commercial Sales segment consists of two sales teams, Small Business (SMB) and Mid-Market (MM). The Commercial Sales segment is supported by a dedicated team of Solutions Architects (SA) and Technical Account Managers (TAM).
Solutions Architects are aligned to the Commercial Sales Account Executives by a pooled model. Requests for an SA will be pulled from the triage board by an SA based on multiple factors including availability, applicable subject matter expertise, and current workload.
Technical Account Managers that support Commercial Sales are aligned by region (Americas East, Americas West, EMEA, and APAC). Not all accounts will have a dedicated TAM. Account qualification is required.
Sales engagement for all Commercial Sales is documented in the Commercial Process page.
For commercial accounts, we do not currently offer our customers Slack channels unless they meet specific criteria and it would be highly beneficial to both the customer and GitLab teams. Prior to creating the channel and provisioning access, the TAM for the account must approve its creation and use. To qualify, the customer should be at minimum:
Collaborative projects may be suggested with few possible exceptions (such as reference customers, early adopters or strategic partnerships). If the customer is evaluating GitLab or doing a POV for an upgrade, SAs or TAMs can request an ephemeral Slack channel, but the channel should be closed within 90 days if it does not meet the criteria shown above. Slack channels are simply too intensive to scale for Mid-Market and SMB.
It is also not scalable for every customer to have a collaboration project, and the CS team will determine the need for a project on a per-customer basis.
A seamless customer journey requires a continuous flow of relevant information between the roles at GitLab with customer outcomes in focus. Below are some examples of the transfer of information between roles that may be required.
When an opportunity reaches stage
7-Negotiating and is above the account value threshold, the Commercial TAM Manager will be automatically flagged for a new account to be assigned to a TAM. Once a TAM is assigned to the account, the TAM will arrange a Technical Internal Plan meeting with the SA to review account notes. Prior to the Technical Internal Plan meeting, the following are expected to be updated:
After the Technical Internal Plan meeting, the AE is to arrange a transition meeting with the customer that includes both the SA and TAM. This meeting will at least cover the communication plan between the TAM and customer going forward.