All members of the Sales, Support, Billing and Deal Desk teams should familiarize themselves with the Low Touch Sales Motion/ Pooled Model in AMER. This sales motion leverages team-level account alignment so Pooled SMB customers have a team of AE’s to assist them. Every AE on the Pooled Account Team is equipped to work with any Pooled customer as the sales point of contact.
Pooled SMB customers are all SMB customers with a CARR of <$1k, and in some cases SMB customers with a CARR of <$3k.
All these Accounts are now owned by Pooled Sales User. Note: These Accounts are closely monitored and should not be considered ownerless.
All Pooled SMB customers are now auto Ranked based on a criteria devised by the Self Service team. These auto Ranks are based on a combination of factors and thresholds (see table below) and are updated on a weekly basis if necessary e.g. a Rank 2 customer may receive substantial funding, which in turn triggers an uptier to Rank 1. If a Pooled AE converses with a customer and decides that the auto Rank needs to be adjusted, they are free to do so in the normal fashion. Any updates they make will be automatically recorded in the Account Rank Notes History field.
|Tier ↓/SFDC Field →||CARR $||Total Funding $||Industry||LAM (LAM dev count)||Combination|
|Tier 1||2,964||134,985,000||N/A||103||Any 1|
|2,400||44,909,650||SaaS, FinTech, Healthcare||44||Any 2|
|1,916||20,624,700||SaaS, FinTech, Healthcare||29||Any 3|
|Tier 2||N/A||N/A||N/A||N/A||Not equal to Tier 1 or Tier 2|
If a Pooled customer contacts someone at GitLab, and requires sales assistance, your first action should be to check the Account in Salesforce to see if that Account is owned by the Pooled Sales User. If they are and they require sales support, follow this process in order to hand off the customer to a Pooled AE (utilize other channels for other types of requests). At the same time, advise the customer that next time they require sales assistance, they can utilize this customer facing landing page. Note that this landing page should not be used by a GitLab employee.
Ideally, Pooled SMB customers should use the form referenced above whenever they need assistance from a Pooled AE. The reality is however that they will like use other methods to hand raise. In these scenarios, self service ops will manually createa new case on the customers behalf.
In conjuction with these alternate hand raise methods, GitLab captures key actions undetaken by Pooled Customers, which will also be turned into cases. This allows us to quantity, track, and analyze key non selling interactions between Pooled customers and Pooled AEs.
All these scenarios are detailed below.
|Contact Us Form Response||Customer completes this form|
|NPS/ CSAT Response||Survey completion|
|PQL Hand Raise||Survey completion|
|Fast Moving Buyer Alert||Customers consumes content on GitLab.com|
These responses are created when a customer completes this public facing form.
Once completed, the contact owner receives an email as per the below. As per the new process, all contacts are owned by Pooled Sales User, and as such, the email alerts are sent to firstname.lastname@example.org. The email alert contains the SFDC link, where the notes from the contact can be seen in the ‘Web Form’ field.
These responses are created when a customer completes an NPS/ CSAT survey sent to them through Gainsight.
When they complete the survey, an email similar to the below is sent to the contact owner. They are also fed to the cs_programs_survey_results Slack channel.
These responses are received when a customer ‘hand raises’ from within GitLab.
Similar to a NPS/ CSAT survey, these responses are received when a customer completes a Post Churn survey sent to them via Gainsight. As opposed to being emailed to the contact owner, the response are fed through to the below Slack channel. The Account Owner is also @ mentioned.
Slack alert Example
These alerts are created when a contact consumes GitLab content. This engagement is tracked via PathFactory.