The Inside Sales department is part of the GitLab Sales function who partners with the sales and customer success teams to deliver maximum value to GitLab customers throughout their journey with GitLab.
The Enterprise Inside Sales team can be reached in Slack channel (internal only).
The Public Sector Inside Sales team can be reach in Slack channel (internal only).
To deliver value to all customers by supporting the sales team with new, renewals, expansion, quoting, and account management.
The mission of the Inside Sales Department is to create valuable customer experiences while freeing up Strategic Account Leaders (SALs) to focus on more strategic growth and new business initiatives. The team does it by:
|1. Accelerate SAL bookings efficiently||- Manage Renewals, Growth, and New opportunities. Work closely with deal desk, sales support, legal, and fulfilment teams to reduce the time SALs spend on approvals and paper process|
|2. Generate growth net ARR from renewals||- Operate with a customer-first mindset and work with sales to identify opportunities and renewals to manage on their behalf. Develop a process to get and stay 90 - 180 days ahead of renewals, prioritizing those with the most growth potential|
|3. Maintain high on-time renewal rate||- Develop a process to stay 90 - 180 days ahead of all renewals and reduce the number of lapsed renewals down to zero|
After completing onboarding, Inside Sales representitives are assigned a territory by region or a defined set of Account Territories. Current Enterprise ISR territory assignments can be found on the GitLab Sales Territories page.
It's expected for the Inside Sales Team to follow the Account Ownership Rules of Engagement. The section linked above provides step by step clarity on how to follow the ROE.
Once you have been assigned a territory:
This process helps to better organize, track, and report on the different types of opportunities that are being managed by the Enterprise Inside Sales team. Enterprise Inside Sales Reps are required to select the appropriate
ISR Priority tier for each opportunity that they are working in Salesforce. The
ISR Priority tier is a data point that can be found in the Opportunity object in Salesforce and should be maintained until the opportunity is closed out.
An "actively managed" opportunity is any opportunity or renewal which has been delegated by a SAL or AE to be directly managed by an ISR.
A "co-managed" opportunity is an opportunity that SALs & ISRs collaborate on and work together with customers to close. For Tier 2 opportunities, ISR's and SAL's should notate in the activity task and/or next steps field which individual is responsible for next steps.
"SAL-managed" opportunities are managed entirely by the SAL including customer-facing activities, quoting, internal approvals and paper process.
"Low touch" opportunities require no customer-facing activities from the inside sales rep to close. Or Opportunities in which the ISR is responsible for only internal processes like quote generation, internal approvals, deal facilitation, processing, or license management.
In addition to being tagged on every opportunity in region, ISRs should maintain an
Opportunity Task for each open opportunity. These tasks help ISRs stay on task and should be maintained and updated regularly as opportunities progress through the sales cycle. Each ISR has an individual Opportunity Task report that is reviewed by leadership to ensure that regional opportunities are being progressed and that all opportunities are being tracked by the Inside Sales team.
GitLab is an organization that is built on contribution and collaboration. These values are not only critical for building a great product, they are critical for building a world class sales team. Each member of the Inside Sales team is expected to document detailed notes in SFDC on accounts and conversations they participate in or currently own. With GitLab being a remote company, it is even more important to create and maintain a culture of great note taking and ensure the notes are captured in our systems.
ISRs are expected to understand and follow the note taking process outlined in the Commercial Sales Handbook:
In the event of a territory or alignment change, Inside Sales Representitives will be allowed to holdover up to five (5) accounts / opportunities. The holdover opportunities will be transitioned to be managed by the new team member and quota credit will be determined by
As it relates to retirement of quota, we will refer to the Closed Won date as well as the payout schedule below:
closes in month 1 of the quarter= 75% credit to current ISR, 25% credit to new ISR
closes in month 2 of the quarter= 50% credit to current ISR, 50% credit to new ISR
closes in month 3 of the quarter= 25% credit to current ISR, 75% credit to new ISR
In order to qualify, the opportunity must:
|Enterprise ISR Team Slack Channel||Enterprise||Team slack channel for internal team communications and requests|
|Public Sector ISR Team Slack Channel||PubSec||Team slack channel for internal team communications and requests|
|GitLab Sales Territories||All||Handbook page that outlines regional alignment for SALs and ISRs|
|FY22 Sales Compensation Plan||All||Outline of the FY22 inside sales commission plan|
|Sales Commissions||All||Handbook page that includes process and policies related to GitLab commissions|
|Quote Configuration||Field Operations||Go-to resource for building quotes via the Field Operations team|
|Order Processing||Field Operations||Go-to resource for deal processing and facilitation|
|Deal Desk Handbook||Field Operations||Handbook page for GitLab Deal Desk and associated processes|
|Renewals Process Guide||Field Operations||Handbook page outlining renewal process and policies|
|Customer Renewal Tracking||Technical Account Management||Resource that outlines process for managing renewals as a part of the larger account team (with SALs, TAMs, Customer Success)|
|ISR Renewal Management||Shared doc||A shared document outlining the renewal management process for ISRs|
|Community Education / EDU Program||Community Relations||Resource that outlines The GitLab for Education Program which provides GitLab for free to students and faculty at educational institutions around the globe|
|Territory Change Request||Sales Operations||This process is used by sales operations, ISR management, and regional sales directors to update ISR alignment|