Document how, why, when, and where CSMs and SAs are populated in Gainsight and Salesforce for the end result of tracking ownership and tracking for compensation and President’s Club.
GitLab issue for tracking.
CSM Managers add their CSMs to the appropriate account in Gainsight. From there, a real-time (immediate) rule pushes this data to Salesforce to the
Customer Success Manager field (API field is
Technical_Account_Manager_LU__c). Salesforce then takes the CSM on the account and stamps it on the opportunity’s Customer Success Manager field (API field is
This results in ability to track account ownership, CSM workload for load balancing, compensation payout, and President’s Club tracking.
SAs add themselves as the
Solutions Architect on the Account object in Salesforce. For compensation and President’s Club, the SA must be listed as the
Primary Solution Architect on the Opportunity to be paid. This is a manual process and is done by individual SAs in Salesforce. SAs have edit access for both fields (on the account and Oppty). An SA can only edit the Oppty field while it is open; once it is closed, only certain profiles can edit it (sales comp, finance, SOPS, integration user, and sys admin).
The end result is knowing average SA workload, compensation payout, and President’s Club tracking.
Note: all limitations below have to do with the SA as the Primary SA and the activities logged (Salesforce tasks).