View the TAM Handbook homepage for additional TAM-related handbook pages.
Customer Onboarding is the beginning phase of the customer lifecycle.
When a customer purchases or upgrades GitLab to an ARR of $50,000 or greater, a Call To Action (CTA) is triggered within Gainsight for new Enterprise (50k+ ARR) and Mid-Market (20k+ ARR) accounts. A CTA is created for the TAM Manager if the TAM field is not populated. Once populated, an Onboarding CTA is kicked off for the TAM. The Onboarding CTA creates a Playbook with guided steps for the next several weeks.
The CTA guides the TAM through the initial customer engagement. The tasks and associated content are as follows:
Use the Gainsight TAM Dashboard and the Customer Onboarding Dashboard to manage customers currently in Onboarding.
While an Onboarding CTA is an automated process, it can also be created manually by going to the Cockpit, clicking
+ CTA and then choosing the Onboarding playbook.
During Onboarding, the TAM should also review the fields in the C360 to create a full picture. Here are a few examples: