Renewal opportunities will be automatically created upon initial creation (or renewal) of a subscription, and assigned to the current Account Owner.
It is the opportunity owner’s responsibility to progress a renewal opportunity through the Salesforce stages, and accurately reflect the liklihood of the renewal closing & value throughout the subscription lifecycle. This includes moving to Closed Lost according to the Cancellation policy defined above, where applicable.
Close Date(s) will be aligned to the respective subscription term end date.
In the event the customer's decision to renew/cancel drags out beyond the term end date, Sales will have 45 days to close the opportunity or it will automatically be moved to the Closed Lost stage with the appropriate Lost reason populated.
To ensure proper adherence to the 45 day late renewals Bookings Policy, notifications of upcoming, late and auto closed renewals have been automatically set up to allow adequate time for the renewal owner to review.
Stage: 8-Closed Lost
Closed Lost/Unqualified Reason: Other
Closed Lost/Unqualified Details: Auto closed late renewal
Steps to Take if Renewal Infomation is Incorrect
Prior to closure, if any questions or errors are discovered on the renewal opportunity, please chatter @sales-support on the renewal opportunity with details. Sales Operations and/or Deal Desk will review and update the opportunity as necessary.
Steps to Request an Exception
To request an excpetion to extend a renewal opportunity beyond 45 days after its Quote Start Date, please review the steps documented in the "Exceptions" section of our FY22 Bookings Policy handbook page.
Steps to Take if a Customer Returns after 45 Days
If a customer returns after 45 days and their renewal opportunity has been moved to Closed Lost (automatically or by a user), please refer to the FY22 bookings policy handbook page for details on how to open a new Renewal or New Business opportunity accordingly.
Duplicate opportunity records should always be set to stage
10-Duplicate. They should never be set to Closed Lost, as this distorts our renewal forecasting and churn metrics. It also has negative implications to anyone on a NET comp plan (ASM/RD/VPs).
All Closed Lost opportunities will be reviewed by Deal Desk for accuracy, as part of their standard close process. This includes deduping renewal opportunities from the web portal, and ensuring Sales hasn’t errantly Closed Lost a duplicate record.
In the event a cancelled customer returns to Gitlab, we will use the following guidelines for booking it as a Renewal vs New Business: