This page outlines the activity and flow for each step of a purchaser's typical journey when acquiring GitLab. Each step is not required, nor is this prescriptive. However, the activities and metrics cited on this page are meant to direct GitLab Customer Success team members as they guide prospective buyers through the process of evaluating and purchasing GitLab. This journey and its steps apply to opportunities with IACV in excess of $10K or a minimum of 200 seats of GitLab Starter.
Discovery calls may be requested by the Account Executive (AE) via their regionally aligned SA Triage board. Support for discovery is based on Solutions Architect (SA) team capacity and availability, but including an SA during discovery is recommended whenever possible. This is particularly important for larger IACV opportunities. If an SA begins to support an account with discovery and that account continues to engage GitLab post-discovery, no additional triage requests are required. The SA may continue to own the account with the AE, pulling in other SA’s and GitLab experts when and where needed.
Technical evaluation is where the prospective customer evaluates the fit of GitLab to their organization and its specific desired business outcomes. This may be driven by a Lite POV, a free trial, real time or asynchronous Q&A, a workshop and/or other approach requiring technical guidance from an SA. If Discovery did not include the SA, the AE should follow the triage process to engage an SA for the opportunity, filling out the issue template and providing MEDDPPICC information as well as the known required capabilities in Salesforce.
Services may be proposed anytime during earlier steps, but every product purchaser should at least evaluate professional services for implementation, transitioning from existing solutions and/or training.
Once the technical evaluation is complete and successful, preparation begins for the production implementation as well as the transition to the Customer Success Manager.
If the technical evaluation is complete but unsuccessful, the opportunity must be closed out.
Gracefully transition the customer to Technical Account Management and Professional Services.