SA Practices - Sales Plays - Tools and Resources - Career Development - Demonstration - Processes
Wherever possible, let's bring synchronicity back to our sales and customer-facing team members and relationships.
Anytime we use text-based communication, we might miss a chance to connect with someone - which can be critical to our personal and business relationships. While asynchronous communication is important, it can sometimes hamper our ability to clearly communicate. In contrast, a conversation allows us to establish a relationship with the other person and perhaps communicate clearer.
The Commercial SA Engagement Model intends to foster collaboration and influence and even greater iteration amongst ourselves and customers.
Please Note: Exceptions can and should be made via the issue commenting, mentioning both the ASM (aka Area Sales Manager as well as the Commercial SA Leader).
In the spirit of supporting the sales floor and deals below $10k we’d like to continue to use Slack offering same day SLA’s for initial response and validation of the ask with mutually agreed upon delivery on formal answers to the question(s) posed.
Now Available: SA Office Hours (US) and SA Slack Channels (EMEA)
To help with deals below $10k, we have introduced office hours as a forum that allows AE's to ask questions of the SA team in a one-to-many fashion that may help accelerate a smaller engagement, increase their knowledge of GitLab and other industry related technologies.
Please Note: If an exception needs to be made please copy both the ASM and Commercial SA Leader should a response be needed quicker though we can’t guarantee that this will be fulfilled.
As an opportunity enters into either the Negotiating or Awaiting Signature stage, the Solutions Architect and Account Executive ought to begin introducing the customer to a Technical Account Manager when the customer meets necessary thresholds or the SA and AE can begin preparing the contacts for receiving digital onboarding emails upon closing of a deal.
Solutions Architects ought to be primarily engaged in opportunities that have active opportunities in Salesforce. When we work with customers, it's easy to build a trusted advisor relationship with them that persists past the end of the sale. In these cases, SAs must use their judgment in determining when to redirect a customer to the proper support channel for follow-up questions.
Below are a few example responses an SA can provide customers that reach out for help after a deal closes. Please leverage your personal connection to them and their company to customize these as you see fit.
Thanks for reaching out!
In order to best direct your question and provide you a timely response, can you submit a support ticket with our support team? Additionally, I have copied your Account Executive as they can help escalate your request if necessary. Below are some links to get started with GitLab support.
I thoroughly enjoyed getting a chance to work with you and role is primarily focused on our customers that are involved in pre-sales engagements; and being a person of one, I don't want to be a bottleneck to you getting a response.
You can go to support.gitlab.com and submit a new request. Please use your company email address and an account and password will be created for you. There are more details regarding reaching out to support.
Thanks for reaching out!
In order to best direct your question and provide you a timely response, can you submit a support ticket with our support team? Additionally, I have copied your Technical Account Manager and Account Executive, as well, as they can help escalate your request if necessary. Below are some links to get started with GitLab support.
I thoroughly enjoyed getting a chance to work with you and role is primarily focused on our customers that are involved in pre-sales engagements; and being a person of one, I don't want to be a bottleneck to you getting a response.
You can go to support.gitlab.com and submit a new request. Please use your company email address and an account and password will be created for you. There are more details regarding reaching out to support.
Below are some additional items you can share with the customer.
Mid-Market Case Studies | SMB Case Studies |