There are three models currently offered for Technical Account Manager engagement. These are broken into tiers that currently use Annual Recurring Revenue as a metric for determining a manageable volume for a single Technical Account Manager and the depth of involvement during the engagement.
Technical Account Managers will typically manage customer engagements via a GitLab project in the
account-management group. This project will be based off a Customer Success Plan template and customized to match the customer's needs as outlined above. The project is pre-loaded with milestones, issues, labels and a README template to help kick off the project and outline a proof of concept, implementation and customer onboarding. The following is a short introduction video on GitLab's first iteration of the Customer Success Plan.
During the pre-sales process, a Solutions Architect owns the project with assistance from the Strategic Account Leader and should include the Professional Services Engineer if there is one assigned. A Technical Account Manager is involved but only for visibility. Until the account becomes a paying customer the project remains in pre-sales. Once the customer has paid, the Strategic Account Leader will set up the Welcome to GitLab call along with the key GitLab employees (SAL, SA, PSE and Technical Account Manager) and the customer. There is a preloaded issue for this in the project template.
This call will introduce the customer to the Technical Account Manager and begin the handover process. The Technical Account Manager will then lead the rest of the call and own the project going forward. The project is then moved from a pre-sales project under the
pre-sales account-management group to a post-sales project under
Typically this project template isn't used for small business or mid-market accounts. However, if an Account Executive, Account Manager or Solutions Architect feels this could be useful to assist their relationship with the customer, then they can utilise it and edit down as needed.