| Expand | Pooled (Tier 1 Account) | Pooled (Tier 2/ 3 Account) | |
|---|---|---|---|
| Sales Assisted FO | FO AE hands over to the Expand AE | Automated hand over and proactive reach out by Pooled AE | Automated hand over, which commences a Low Touch digital journey |
| Web Direct FO | FO AE hands over to the Expand AE | Automated hand over and proactive reach out by Pooled AE | Automated hand over, which commences a Low Touch digital journey |
When a customer purchases GitLab with the assistance of a First Order Account Executive, it’s important to give that customer a seamless experience from the initial purchase to the implementation phase. Expecting a customer to have to repeat things they just shared with the First Order AE will lead to frustration and lack of confidence in GitLab’s ability to support them. Alternatively, if a customer feels like everyone is collaborating to deliver an excellent experience, they will be more likely to meet when asked, knowing that value will come from the experience.
The FO AE should look to contact the customer and perform the hand-off to the Expand AE within 24 hours of their purchase
By using the below template, they can thank the new customer for their purchase, provide some key resources, and introduce the Expand AE who will manage their account moving forward. (Note that this template is also available within Outreach).
Before sending the welcome email, be sure to consult the Rules of Engagement, to make sure you are looping in the correct AE.
Welcome to GitLab - Let's Get to Work!
Hi [Customer Name]
We're glad you & [Customer] recently became GitLab customers. I'd like to introduce you to your Account Manager, [Expand AE] (in copy).
ACTION NEEDED → Once you receive your ‘Thanks for Purchasing’ email from GitLab, please link the subscription to the namespace using the steps listed here. A video tutorial can also be found here. You can also add your payment info to your account here.
→ Setup a time to meet https://calendly.com/XXXXX with [Expand AE] to ensure you have everything you need to set up your GitLab and onboard successfully
[Expand AE]’s role is to ensure you're successful in every way possible to maximize your return on investment. He/She/They is/are a creative resource and I strongly encourage you to leverage their expertise.
Since you now have the benefit of priority support, consider bookmarking our support ticket request page for assistance with setup.
It's been wonderful working with you and being a resource to your team during this evaluation!
Hi [Customer Name]
We're glad you & [Customer] recently became GitLab customers. I'd like to introduce you to your Account Manager, [Expand AE] (in copy).
ACTION NEEDED → Once you receive your ‘Thanks for Purchasing’ email from GitLab, please be sure to apply your license keys???
→ Setup a time to meet https://calendly.com/XXXXX with [Expand AE] to ensure you have everything you need to set up your GitLab and onboard successfully
[Expand AE]’s role is to ensure you're successful in every way possible to maximize your return on investment. He/She/They is/are a creative resource and I strongly encourage you to leverage their expertise.
Since you now have the benefit of priority support, consider bookmarking our support ticket request page for assistance with setup.
It's been wonderful working with you and being a resource to your team during this evaluation! Once the FO AE has handed over the account via email, they are some keys steps they must now complete;
FO - FYE - No Handover - Month
AMER SMB FO Clean Your Room Dash
These customers have made it to a GitLab paid plan without ever speaking to someone in sales, so we should be completing discovery as a first step to understand what brought the customer here. Typically, customers have a preconceived notion of what GitLab does and aren’t aware of all of the great features included in what they just paid for. It’s important to share that with them at this stage to ensure they get off to a successful start.
In this scenario an Expand AE should leverage the FYE Web Direct report so they can reach out to new customers to introduce themselves, and schedule time to discuss success planning.
Similar to the handover process between a FO AE and an Expand AE, it’s important to give the customer a seamless experience from the initial purchase to the implementation phase.
With that being said, any new Pooled Customer now has a team of Pooled AEs at their disposable, rather than 1 specific person. Whilst Tier 2 & 3 Pooled Customers will go through a specific low touch digital journey, Tier 1 Pooled Accounts still need that personal touch.
As such, these customers will be automatically welcomed to the Pool by receiving the below email, and at the same time, be proactively reached out to by the Pooled AEs.
Welcome to GitLab - Let's Get to Work!
Hi [Customer Name],
Welcome to GitLab! So we can best support you, we’ve created a dedicated SMB Account Team purely focused on your success!
Our team’s sole responsibility is to support you & your team as you continue to grow. We are obsessed with ensuring you maximize the value of your subscription! WIth that being said, when would a 15 minute connect work best for you? Please use this form to schedule a session with one of our SMB Account Executives. We’d love to spend time with you to learn about your ideal state with GitLab & make sure you are set up for success!
In the meantime, here are some helpful resources that you might want to bookmark:
We look forward to hearing from you!
Pooled AEs should use the below report to identify new Tier 1 Pooled Accounts that need to be reached out to. They are encouraged to set up an intro meeting via Chorus to introduce themselves and make sure the customer has been successfully onboarded.
The AE should look to contact the new customer within 24 hours of the new customer Account being ranked. The date the Account was ranked is visible in the Account Rank Notes History field.
New Pooled Accounts to contact
Once they have reached out to these accounts, they must do the following;
Since all Pooled Accounts are owned by the Pooled Sales User, this will ensure that the team knows if a new Tier 1 Pooled Account has been reached out to, and by whom.
Once a Pooled AE has populated this field, they are free to work the Account and any subsequent renewal opportunity.
Tier 2 & 3 Pooled Accounts are those we have deemed not likely to expand, and do not warrant focus from a Pooled AE.
While the Pooled AEs will dedicate their time on Tier 1 accounts, Tier 2 & 3 accounts will go through a specific low touch digital journey, and will only speak to an AE when they ‘hand raise’.
Upon entering this Low Touch digital journey, they will be welcomed to the Pool via the below email.
Welcome to GitLab - Let's Get to Work!
Hi [FirstName] - Welcome to GitLab!
Small business innovation is at the heart of GitLab and we have a sales team dedicated to your success. Rather than one Account Executive, you have a small sales team focused on your account.
Our team’s sole responsibility is to support you: You can get the answers you need, so your team can focus on developing and delivering code that matters.
Here are the resources you need to get in touch with us, as well as manage your GitLab account:
Small Business Account Hub
To get in contact with your sales team, complete the form on our SMB Account Hub page, and a member of our team will be in touch ASAP. Be sure to bookmark this page for future use.
GitLab Customers Portal
GitLab Customers Portal enables you to manage key aspects of your GitLab account self-service. Leverage this portal to renew your subscription, add seats, change personal or account details, update your payment method, and accomplish other account-related tasks. GitLab Support Need technical assistance? Please contact customer support by submitting a case on our Gitlab Support page. Thank you for being a part of the GitLab community,
-Your GitLab Sales Team
| AE | Calendly Link |
|---|---|
| Erin Barr | https://calendly.com/erinbarr/30min |
| Dan Stetser | https://calendly.com/dstetser/30min |
| Marlaina Baxter | https://calendly.com/marbaxter/30min |
| Jacob Caggiano | https://calendly.com/jacobgitlab/30min |
