Sales Operations is a part of Field Operations. We aim to help facilitate new and existing processes throughout our field organization via the use of systems, policies, and direct support. Sales Operations is responsible for the following key areas:
Territories
Go To Market data
Bookings
Deal Support (see Deal Desk)
Sales Support
Partner Operations
Customer Success Operations
Sales Support - Deal Desk and Sales Operations
The GitLab Sales Support team includes two groups: Deal Desk and Sales Operations.
The Deal Desk team is comprised of in-field resources aligned to the time zones of our sales team.
East and West coast analysts for Americas and APAC support
EMEA analysts for EMEA and APAC support
SLAs:
First touch within 4 business hours
Resolution or escalation within 24 business hours
Typical inquiries to Sales Support may include:
Pending Quote Approvals
Deal Desk Pending Approvals (opportunities to review or approve as Closed Won)
Quote generation
Ramp deals
Contract resets (credit opportunity and upgrade/add-on opp)
Quote assistance on existing quote objects
IACV calculation
Renewal ACV calculation
Vendor set-up requests
Salesforce Reporting
Salesforce Dashboards
Questions regarding territory alignment and ownership
Billing questions or support
Legal questions or support
Flat Renewal Support
Flat Renewal Support - which opportunities qualify
Renewal ACV is under $10,000
Flat renewal - no upside or downside IACV (same value year over year)
Renewal has no true-up
Customer is in good standing (no billing disputes or collection issues)
Billing contact and address is up to date
No customer interaction is required
How to request flat renewal support
Go to an Opportunity which meets the renewal support criteria
Click on the Flat Renewal Support button
What happens when flat renewal support is requested:
A case is created within Salesforce
Deal Desk team is notified of case creation
If the request does not meet flat renewal support criteria, the Deal Desk team will notify the requestor on the Opportunity chatter
