Communicating with the Field

Maintained by:

Google Groups

The parent google group of the sales team is sales-all. Several child groups fall within the parent group.

Group Name	Group Level/Access	Description
sales-all	organization	Includes all members of the sales and CS teams as well as stakeholders across the business
sales-leaders	leadership	Regional directors and above (ASM and above for COM)
cs-leaders	leadership	VP Customer Success direct reports
field-managers	leadership	ASMs and above or equivalents on the CS/Channel/Alliance/SDR side who are people managers
sales-ent-managers	leadership	ASMs and above on the Enterprise team
sales-com-managers	leadership	ASMs and above on the Commercial team
sales-cs-managers	leadership	Managers and above on the Customer Success team
sales-commercial	segment	Members of the commercial sales team
sales-ent	segment	Members of the enterprise sales team
sales-emea	team	Members of the ENT EMEA sales team
sales-apac	team	Members of the ENT APAC sales team
sales-east	team	Members of the ENT AMER east sales team
sales-west	team	Members of the ENT AMER west sales team
sales-pubsec	team	Members of the ENT pubsec sales team
sales-cs	segment	Members of the customer success team
sales-channels	segment	Members of the channel partners team
sales-alliances	segment	Members of the alliance partners team
sales-fieldops	segment	Members of the field operations team
sales-ops	team	Members of the sales operations team
field-enablement	team	Members of the field enablement team
sales-analytics	team	Members of the sales strategy team
sales-talent acquisition	segment	People partners and sales recruiters who support the field organization

See the below chart for a visualization of the Google Group hierarchy

Sales Google Groups

To confirm if you are in a particular Google Group, see the Google Workspace Group Membership Reports. To gain access to new Google Groups, please fill out an access request (AR) form.

Slack Channels and Groups

The primary Slack channels for the field are:

#field-fyi: Official field announcements channel. Restricted permission levels to help streamline important updates. (Find more information here.)
#sales: The general channel for WW Sales open to posts from all team members.
#sales-support: The general channel to ask for sales support from Field Operations.
#customer-success: The general channel to interact with & within Customer Success.

All field team members should star 🌟 and follow these four channels for important updates about the business. There are multiple team channels in the field organization, outlined below. Please follow the channels relevant to your role. To gain access to private channels, please fill out an access request (AR) form.

Slack Groups

Slack Groups are groups of members in a workspace who often need to be notified at once. The Field organization has multiple Slack Groups that effectively allow a group of people to be cc'd on a Slack communication. Please note that Slack groups send a push notification to all members and should be used sparingly, in accordance with the guidelines around @here mentions in the Handbook.

Only use Slack Groups if:

The content of the message is hyper-relevant to ALL members of the group
The content of the message is time-sensitive and/or needs immediate action
The content of the message has significant impact to the business and/or team

Group Name	Group Members/Description
sales_leaders	Regional directors and above (ASM and above for COM)
cs_leaders	VP Customer Success direct reports
field_managers	ASMs and above or equivalents on the CS/Channel/Alliance/SDR side who are people managers
sales_ent_managers	ASMs and above on the Enterprise team
sales_com_managers	ASMs and above on the Commercial team
sales_cs_managers	Managers and above on the Customer Success team

Field Slack Channels

The below channels are specific to the field organization.

Organization-Wide/Management

Channel Name	Channel Access (Private/Public)	Description
#sales	public	General channel for WW Sales, open to posts from all team members
#field-fyi	public (read-only)	Official field announcements channel
#cro	public	CRO (Chief Revenue Officer) announcements and communication
#cro-approvals	public	Triaging approvals required by the CRO across GitLab
#sales-vp	public	Used for scheduling requests, etc. related to all field VPs
#sales-leaders	private	Used for communication with and between Sales directors and above (ASM and above for COM)
#cs-leaders	private	Used for communication with and between VP Customer Success direct reports
#field-managers	private	Confidential (people and/or comp-related) communication with Field (Sales, CS, SDR) managers - ASMs or equivalent and above
#sales-ent-managers	private	Used for communication with and between WW ASM-and-above-level managers in Enterprise
#sales-com-managers	private	Used for communication with and between WW ASM-and-above-level managers in Commercial
#sales-cs-managers	private	Used for communication with and between WW managers in Customer Success
#wins-key-deals	public	Used for celebrating key deals for our Sales team. Scope defined in channel description.

Sales

Channel Name	Channel Access (Private/Public)	Description
#apac_field_team	public	Team channel for APAC sales team
#eastsales	public	Team channel for ENT U.S. East sales team
#westsales	public	Team channel for ENT U.S. West sales team
#mid-atlantic-sales	public	Team channel for ENT U.S. Mid Atlantic sales team
#emea-sals	public	Team channel for ENT EMEA sales team
#public-sector-sales	private	Team channel for Public Sector sales team
#emea_mid-market_sales	public	Team channel for EMEA Mid-Market sales team
#commercial_global_all	private	Team channel for global Commercial sales team

Customer Success Consistent with company guidance to use public channels, there are instances where private channels are preferred. As we want to ensure an inclusive environment, the feedback from some of the team is that private channels are sometimes preferred as there is a perception of being judged (i.e., imposter syndrome). The recommendation is to use public channels as it:

Allows for broader collaboration (i.e., SA/CSM/PS, Product, Marketing, Sales) on solutions, recommendations, and best practices
Provides ability for broader learning for things such as customer challenges, enablement needs, product documentation improvements, etc.
Enables the ability to harvest the information for content (i.e., CSM solutions, adoption content for digital journey, product documentation) The recommendation is to use public channels even while it may sometimes feel uncomforable as we want to embrace this.

Channel Name	Channel Access (Private/Public)	Description
#customer-success	public	Used to interact with & within Customer Success
#cs-questions	public	Questions from customers and prospects to the Customer Success team about using GitLab and best practices
#demo-systems	public	Open discussion and questions about demo systems that aren’t appropriate for issues
#professional-services	public	Used to communicate with the Professional Services team

Field Operations

Channel Name	Channel Access (Private/Public)	Description
#sales-support	public	Support for general sales-related questions, requests, and updates
#field-enablement-team	public	Used for communication between GitLab sales and CS team members and the field enablement team
#field-cert-program	public	Stay up-to-date on GitLab's Field Certification Program

Channels and Alliances

Channel Name	Channel Access (Private/Public)	Description
#alliances	public	Questions regarding alliance partners
#channel-sales	public	Topics related to channel sales
#partner-programs-ops	public	Topics related to partner programs and operations
#channel-marketing	public	Topics related to channel marketing
#channel-services	public	Topics related to channel services
#channel-accred-mvp	public	Communication about the channel partner accreditation program
#partner-fyi	public	Communicates updates to the Channel & Alliances teams on program, operations, enablement and marketing.

Helpful Company Slack Channels

The below channels are owned by teams outside of the field organization but might be helpful for field team members to follow given the nature of their roles.

Channel Name	Channel Access (Private/Public)	Description
#company-fyi	public (read-only)	Official company announcements channel
#company-fyi-private	private (read-only)	Official & confidential company announcements channel
#whats-happening-at-gitlab	public	Team-wide communication and announcements (reminders, events, project updates, etc.)
#ceo	public	Questions and requests for Sid
#competition	public	Used to share competitive insight/information from the market in real time and to ask the competitive intelligence team questions about how they might handle certain situations
#support_ops-announcements	public (read-only)	Sharing updates on Support-related changes
#legal	public	General legal questions that are not confidential or seeking legal advice
#marketing	public	General marketing team channel
#sdr-global	public	Used to ask questions and provide useful information related to XDRs
#sdr-fyi	public (read-only)	The official SDR announcements channel
#content-updates	public	The latest GitLab-published content you can share with prospects on social media
#newswire	public	News mentions and industry news related to GitLab
#diversity_inclusion_and_belonging	public	Get updates and receive feedback on all things related to Diversity, Inclusion & Belonging
#eba-team	public	Communicate with the EA team; schedule time with the CEO and CRO