The Order Management page outlines the goals, tasks, and standard operating guidelines for each regional team. Here you will find more information about our KPIs, SLAs, and best practices for working with our team.
For an in depth overview of Opportunity Approval Booking Requirements, please review the Sales Order Processing page.
The GitLab Order Management team owns the Opportunity Approval and Booking Process, oversees Initial License Delivery, and handles order and subscription reconciliations. This team is the DR for all questions related to Opportunity Booking requirements, questions regarding our bookings policy, and processes related to fulfilling an order.
Key Processes & Documentation
Order Management is focused on Opportunity Approvals, License Fulfillment and Subscription Management. The following tasks are outside the role and responsibility of our team. Please reach out to Deal Desk for assistance with the following:
Please review our Job Family for more information regarding the scope of this team.
The Order Management team is located around the world and will be available during standard business hours within most regions. We operate under a Regional Support Model, meaning, each region (EMEA/APAC/AMER) will receive support from a dedicated regional team of Order Management Specialists.
During holidays, or when team members are on PTO, individuals located in a different region may step in to support and ensure appropriate coverage. This is reserved for End of Month/End of Quarter, or other times when the team is short-staffed.
Support will be provided based on the following business hours in the respective region. However, complex/non-standard opportunities that are submitted after 4:30PM local time may be reserved for the following business day.
|Region||Standard Support Hours|
|APAC||9:00AM to 6:00PM (PST - Philippine Standard Time)|
|EMEA||8:00AM to 5:00PM (GMT)|
|AMER / LATAM||7:00AM to 5:00PM (PT)|
Our regional teams do not operate on a 24/7 support model. If your opportunity or request is submitted after 4:30PM local time, or outside of standard support hours, it may not be reviewed until the following business day. The only exceptions for this are End of Month/End of Quarter. Support hours and availability will be shared in advance of high volume periods through #field-fyi.
As of 2022-02-01, the Order Management team is structured as follows:
The Order Management team's primary communication is Salesforce chatter. When you chatter
@Sales-Support, it will automatically create a case in the Deal Desk/Order Management queue.
@Sales-Supportfor SFDC requests or post
#sales-supportin Slack for general questions.** This ensures our team is working as efficiently as possible and that you are covered in case the Order Management team member who replied first is unavailable.
Opportunities will be reviewed for all booking requirements within 12 business hours of being Submitted for Approval (Stage 7 - Closing). Your opportunity will be Approved or Rejected by Order Management within 12 business hours of submission. Please note, ultimate closure of a deal is facilitated by the Billing team.
If there are missing booking requirements, or further confirmation is required from the Sales team, the Order Management specialist will tag you directly in Chatter to resolve any outstanding issues.
Please review our Sales Order Processing page for Opportunity Booking Requirements.
All regions will receive a Quarterly Customer Satisfaction survey at the beginning of each new quarter. Our team aims for a 92% satisfaction rating for their supported region. This survey is a valuable tool to provide feedback on areas of improvement related to the Quote to Cash lifecyle.
Results from the survey will be used to evaluate team member performance and to identify areas for improvement.
Measuring Regional Support Satisfaction:
Our team aims for an Approval Accuracy of 95% or greater. Meaning, of all opportunities that we submit to Billing for final review / approval, 5% or less will be rejected for missing booking requirements.
Order Management Specialists will be responsible for taking action on feedback received in Quarterly CSAT surveys, as well as improving processes related to common opportunity rejections, whether it be through documentation, training, or system improvements. The goal is to reduce time to approval, improve efficiency and maintain a high level of accuracy for all approvals.
To review quarterly KPI results, see: Deal Desk & Order Management KPI - Results
Order Management reviews every Sales Assisted opportunity prior to booking. All opportunities must meet our standard opportunity booking requirements. An opportunity will be rejected if it is missing components necessary for booking.
All opportunities in the approval queue are prioritized based on the following:
The Order Management team will make every effort to ensure all opportunities submitted at Month End and Quarter End are reviewed and approved in the same month. Please do not tag for urgent review during End of Month or End of Quarter.
Approvals that are urgent, customer impacting, or critical to buisness may be prioritized upon request. If the opportunity has been submitted after Standard Support hours, you may escalated the opp for a different regional team to review in the #sales-support Slack channel. You may also tag regional Deal Desk Managers for review and assist in delegating the case.
Opportunities raised for urgent review must be business critical. Opportunities that are routinely escalated out of individual convenience instead of legitimate urgency will be addressed with Sales Management.
Beginning in FY23, the Order Management team will confirm license delivery on all newly Closed Won self-managed deals.
The License Delivery Review Process is a new process created to ensure that all self-managed deals result in license fulfillment. The goals of this process are to (1) Improve customer satisfaction by ensuring licenses are delivered in a timely manner, (2) Improve Sales efficiency by reducing time spent by sellers to chase license delivery, and (3) Prevent revenue recognition issues caused by delayed license delivery to customers.
Out of Scope:
For assistance with Out of Scope license requests, please open an Issue with the Support Engineering Team.
(For full process documentation, visit the internal License Delivery Review Wiki)
Beginning in FY23, the Order Management team will proactively review and correct bad renewal data.
It is important to have clean, correct renewal data - both for forecasting purposes, ATR (Available to Renew, aka ARR Basis) analysis, and general data cleanliness.
Our goal is to maintain 1:1 ratio of Renewal Opportunity to Customer Subscription:
On an ongoing basis, the Order Management team will review discrepancy reports to correct bad data as described above. (For full process documentation, visit the internal Subscription Management Wiki)