Small and Medium Size Business Account Executives "SMB AE" act as Account Executives and the face of GitLab for SMB prospects and customers. They are the primary point of contact for companies that employ between 1 to 99 employees. These GitLab team members are responsible for working new business in their territory as well as handling the customer journey for new and existing customers. SMB Account Executives will assist prospects through their GitLab evaluation and buying process and will be the customer's point of contact for any renewal and expansion discussions.
The goal of onboarding in all of this is to ensure that you feel confident and comfortable to hit the ground running. Our hope is that along this journey you are not only gaining the tactical skills needed to complete your job, but that you form connections with colleagues, gain a strong understanding of the GitLab culture, and begin to develop industry knowledge. This section highlights some areas to consider.
These Dasboards are used to keep track on team performance globally as well as per region.
All team members from Commercial Sales are expected to implement the Required 7. None of the 7 should be missing at any time. The Required 7 will help to stay on top of your territory, deliver what is promised to the prospect / customer and have quality meetings.
Account Owners always do a form of preparation and research before every live interaction with a customer to ensure we are supporting conversations with the latest information on the account. While certain data points can be validated with our contacts, we want to be aware of what is happening at the organization at any given time and limit any surprises. Level of effort in preparation and practice can vary. Common actions include pulling up the account and opportunity, running through the custom deck and reviewing the agenda, and having the customer's website along with social sites live to reference any news or changes.
Though not mandatory, team call preps are a great way to gain a different perspective on your opportunities during a sales cycle and encouraged for collaboration on the team. Thus, allowing you to be more prepared for following meetings. To create a team call prep:
Prep w/ [team member name].
One initiative as an SMB AE is to be connecting with as many current customers as possible to support them in finding ways to utilize more of GitLab. Every time you hold an initial call with a client to discuss entering into a sales cycle for either uptiering, or increasing user count please include "qual" or "qualification" into the subject line of your logged activity. We should also be submitting "qual" or "qualification during our first IQM (Initial Qualifying Meeting) with all prospects.
True-ups are conversations that often come to the table with customers during renewal conversations. It's important to get yourself familiar with the term, how true-ups work - and how the SMB team is handling true-up conversations.
Additionally, quarterly subscription reconciliations should also be understood related to customer billing.
The GitLab usage phases are broken down into the following:
Customer success planning should be broken into three categories based off the previous renewal or last transaction:
Opportunity Consults regulary are a part of top deal review meetings, 1:1s, or individual sessions. They are open to all commercial teams as a framework for any sales person to leverage. Get the most out of these sessions with specific examples and let your teammates help you get creative with your opportunities. An example structure is below.
During the meeting Account Executive summarizes:
Team questions, input & critiques
Any further questions related to SMB Compensation can be directed to the slack channel #total-rewards or your direct manager.
GitLab is intentional about documenting in a manner that creates a single source of truth. It operates handbook-first, and in valuing transparency, makes its handbook publicly accessible to all. SMB team members should always be striving to contribute and exemplify this value.