The purpose of this page is to document the sales-assisted selling motion used by Professional Services Engagement Managers and Regional Delivery Managers. If you're on a GitLab sales account team looking for information, try these pages on positioning professional services or selling professional services.
This page will help outline the when and how to get involved with positioning and scoping services, how to estimate, how to use SOW generation software, and the processes to gain approval.
Note: Services engagements can take two forms. This will focus on the custom SOW scoping process, not the Standard SKU process.
For custom SOWs, the workflow for SOW creation involves a partnership between the Account Team and the Professional Services Team.
Source (GitLab Team Members Only)
Professional services can be positioned when a prospect becomes a customer (e.g. the Land of a new deal) or when an already existing customer is growing their staff or interesting in adopting new features of GitLab (e.g. expansion). The SA, SAL, AE, or TAM (e.g. "Account Team") is primarily responsible for this process, following the Command of the Message and MEDDPICC messaging frameworks.
For the larger, more strategic customers PS Engagement Managers tend to get involved earlier in the selling process to help with discovery and provide lessons learned on rollout from past engagements. For the medium sized customers, Engagement managers tend to get involved with account teams when the SFDC stage 4 (Proposal) is achieved.
The Account team should be encouraged to use the Customer Terrain Mapping templates to help the customer to start thinking about how they will achieve their longer term success. This typically results in conversations about services to aide them in their journey.
Once its identified that the customer will likely want to engage with professional services, its the responsibility of the Account Team to get in touch with the Engagement Manager.
After the services calculator is run by the Account Team, scoping issues are automatically created and land in the PS Plan Project. Using this customer scoping issue, the engagement manager gathers data asynchronously from the account team. Questions about the potential engagement can sometimes be answered by the Account Team from the discovery that was done already. We want to make sure we avoid asking duplicate questions to the customer. In some cases when the account team cannot provide the level of detail to create an egagement, the EM will meet with the Account team and Customer to ask additional discovery questions to get to a level of detail needed.
A PS Engagement Estimate spreadsheet used for scoping services. The Engagement Manager uses the PS engagement estimate spreadsheet to define the services in scope and estimate the amount of time for each activity. There is a catalog of activities in the SOW generation automation project or a list of services can be found at our offerings framework page.
After the first iteration of building detail into the straw-man, the Engagement manager posts a request for review in the professional services slack channel to the Account team. Often the Engagement Manager will get on a zoom call with the customer and provide context and gather feedback from the customer.
Once the Engagement Manager can get buy in from the account team and/or customer on the size and activities included in the services engagement, the SOW generation automation can be run using the straw-man as an input. The engagement manager is responsible for running this automation which can be done by following the instructions on the readme in the above project.
Once the SOW is generated, it is ready for review by the account team. Iteration can occur here but should be minimized if the proper iteration was done on the Straw-man Steps.
After one or more rounds of iteration on feedback from the account team, the SOW will be ready for Review and Approval by Sr. Director of Professional Services. The review processes are signaled in the professional services slack channel and at-mention the GitLab engagement stakeholders.
The engagement manager can kick off the finance approval process in Salesforce. TODO: Add more details.
The Engagement Manager is responsible for creating a Legal Approval Case in Salesforce from the associated opportunity. This process often involves reviewing and accepting redlines from the customer and from our legal team. The source of truth for the latest SOW is managed in the SFDC legal case. The EM should coordinate who "holds the pen" to ensure we maintain version control of the SOW with the latest redlines.
Once the SOW has been approved by PS leadership, Legal and Revenue, the account team is owns the process of executing the SOW. They should take the approved SOW from the legal case and route it for signature with the customer.
Once the SOW is fully executed, the deal desk team updates the Salesforce PS-Only opportunity to
TODO: update this with documents and delivery kits that are organized to help the delivery team be successful with the engagement.
Typically, once the engagement goes
closed-won in salesforce, the project coordinator schedules a handoff meeting to discuss resource assignment, schedule, and technical details of discussions that occurred before the sale closed.
Check out the PS Delivery methodology to understand the details around pre-sales handoff to the delivery team.