The Renewal Operations team is responsible for building, maintaining and optimizing the operational framework that supports GitLab Account Teams to effectively manage customer Renewals in an effort to increase Net Revenue Retention. The Renewal Operations team enables and supports Account Teams to:
Find more information about how we drive the above initiatives on the Renewals Managers - What we Do page
Below is a breakdown of the 4-part Renewal Operations Strategy.
| Person | Role |
|---|---|
| John Budreski | Manager, Renewal Operations |
| Heather Kacmarski | Renewal Operations Analyst |
Head over to #renewal-ops on Slack to get in touch with us. We use this channel for general Renewal Operations support, and key system status updates. We attempt to avoid direct messages where possible as it discourages collaboration.
Renewal Operations supports the Renewals, Success and Sales Teams: Directors & Area Sales Managers, Renewals Managers, Account Executives, Strategic Account Executives and collaborates with Customer Success Operations, Sales Operations and Sales Strategy.
Renewals Team is Renewal Operations’ direct focus, our primary customers are Renewals leaders; the insights, strategies, and actionable campaigns are built to assist the Renewal Managers and Account Executives with the renewal process. Renewals Operations provides intelligent insights for the large amount of upcoming renewals managed by Account Teams to allow a more focused approach.
Customer Success Operations helps organize and collect pertinent product usage, and customer health data that the Renewal Operations Team uses to identify insights and engagement strategies. For example, creating automated one-to-many campaigns in Gainsight to support product adoption.
Sales Operations supports Renewal Operations by maintaining our systems that process the renewals and opportunity management. As we progress, it can also improve risk management and forecasting.
The Renewal Operations team primary focus is to support the Global Renewals team through a number of channels and activities. For guidance on when and how to engage Renewal Operations see below:
To reach out to Renewal Operations within Salesforce simply @ mention @Renewal-Ops in chatter on the relevant Opportunity or Account. Renewal Operations can assist with:
For questions on Quoting, Approvals, Opportunity Booking or Opportunity data quality refer to the Sales Order Processing Handbook Page or reach out to Deal Desk via chatter by @ mention to @Sales-Suport
For Compensation related questions please reach out to @Sales-Comp on chatter. Renewal Operations does not approve Churn exception requests, to request a Churn exception please follow the process outlined here..
Renewal Operations uses issues and issue boards to track our projects and tasks. If your expertise can assist in any of our projects or if you simply want to share an idea you believe could assist the Renewals process, please open an issue and add the ~CS RenewalOps label anywhere within the GitLab repo.
See the Renewal Operations issue board to track progress.
Create Issues in the CS Operations project using the RenewalOpsRequest Issue template.
Labels to use when creating new Issues or MRs for Renewal Ops:
Send any questions to the slack channel #renewal-ops
