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5. Customer Success Skills Exchange Sessions

On this page

• Customer Success Skills Exchange Sessions
  • Upcoming Training
  • Past Sessions
    • Get an invite to the weekly session
    • Training Playlist
    • To request new Customer Success Skills Exchange session
    • Scheduling trainings
      • Recording
    • Speaker Responsibilities
    • Moderator Responsibilities
      • Overall CS Skills Exchange Management
      • Webinar Moderator Responsibilities

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Customer Success Skills Exchange Sessions

The Customer Success Skills Exchnage is a bi-weekly webinar focused on topics for the Customer Success Team.

• Each training session has a speaker and a moderator
• Sessions are approximatly 60 minutes long
• The presentation/ demo portion should be about 20 minutes long, leaving 40 minutes for discussion and Q&A

Upcoming Training

To see what training is coming soon, view the Customer Success Skills Exchange Issue Board.

Q3 2022 Lineup

DATE	TOPIC	SPEAKERS
2022-08-03	TBD	TBD
2022-08-17	Customer Reference Program Relaunch	Laura Clymer
2022-09-07	Storage, Transfer, Free User Limits	Josh Lambert
2022-09-21	TBD	TBD
2022-10-05	TBD	TBD
2022-10-19	Turning Customers into Contributors	Brendan O'Leary

Past Sessions

Click here to see links to past sessions on YouTube

Date	Topic	Public or Private
2022-07-27	ModelOps Technical Session	Public
2022-06-15	GitLab 15	Public
2022-06-01	How to use ‘GitLab Kubernetes Agent Working Examples for Training and Demos’	Public
2022-05-18	Canceled	N/A
2022-05-04	Tabnine Integration Overview	Public
2022-04-20	GitLab Agent for Kubernetes and CI/CD tunnel with generic impersonation	Public
2022-04-06	App Modernization with Google Cloud Platform	Public
2022-03-30	Alliances Solution Index	Public
2022-03-16-17	GitLab 2022 Sales Kickoff Prework	Accelerate is the theme for GitLab SKO 2022
2022-03-02	Click-through Demos	Private
2022-02-16	Enhanced DevSecOps and Compliance Management Demo Environment	Public
2022-02-02	F.I.R.E. Collaborations - Igniting Inner Sourcing	Public
2022-01-19	GitLab Environment Toolkit (GET)	Public
2021-12-15	GitLab and RedHat OpenShift	Public
2021-12-01	GitLab for AI/ML applications	Public
2021-11-17	A Journey into the Customer Portal	Private
2021-11-03	Kubernetes Integration with the Agent	Public
2021-10-20	GitOps with GitLab	Private
2021-10-06	GitOps using GitLab Terraform and Terratag	Public
2021-09-15	Gitlab + DVC for Code and Data Version Control	Private
2021-09-01	Reporting Options/ Metrics with GitLab	Private
2021-08-18	Group Conversation: Demo Repo	Private
2021-08-04	Creating and Deploying a Helm Chart with CICD	Public
2021-07-14	How to Introduce PS with Ease	Private
2021-05-19	Enablement Roundtable - Completed OKR's	Private
2021-05-04	Incident Management	Public
2021-04-21	GitLab's GraphQL API	Public
2021-03-31	Integrate & Analyze Usage Data in Gainsight	Private
2021-03-24	Product Roadmap Update	Public
2021-03-10	Peeling back the layers of Auto Devops	Public
2021-03-03	Objection Handling Techniques & Role Play	Public
2021-02-24	Tracking Value With GitLab - DORA4 Metrics	Public

Note: To watch private videos on GitLab Unfiltered, watch this 2-minute video and take a look at the handbok page on watching private videos.

Get an invite to the weekly session

To get a calendar invite to the weekly CS Skills Exchange, make sure you are added to the sales-cs email group

You can fill out an access request to request access to the email group. These groups are invited to the meeting so that each individual person does not need an invite.

Training Playlist

There are a few places to see previous CS Skills Exchange Sessions:

• CS Skills Exchange Youtube playlist on GitLab Unfiltered YouTube
• CS Skills Exchange Q&A Doc

To request new Customer Success Skills Exchange session

• Create an issue using the CS Skills Exchange Issue Template

Scheduling trainings

• The Sales and Customer Enablement Team discusses upcoming trainings in regular meetings with CS leadership and the GitLab Product Marketing Management (PMM) team
• Sessions are selected from the backlog, or a new issue is created, and moved to the status:plan column.
• Assign the issue to the speaker and add Moderator: <name> to the issue description.
  • The speaker will then research and generate the conent for the training.
• Once the speaker is ready, a moderator and date should be chosen for the training.
  • Assign the moderator (in addition to the speaker) to the issue and add Moderator: <name> to the issue description.
  • Add a due date to the issue.
  • Move the issue to the status:scheduled column.
  • Manually drag the issue to order issues in the column by date.

Recording

For more information about Recording and Public/ Private YouTube videos, check out the Sales Enablement Sessions page.

Speaker Responsibilities

• Come prepared at least 2 mins before session is scheduled to begin to make sure you are ready to begin on time.
• Send your slides to the Customer Success Enablement Program Manager
• Include any links to any other pages you need to reference on this page so you can present from training page.

Moderator Responsibilities

Overall CS Skills Exchange Management

As the moderator for the CS Skills Exchnage, you are responsible for identifying topics, speakers, and dates for the quarter.

Webinar Moderator Responsibilities

Prior to Webinar

• One week before the webinar, confirm with the speaker that they are prepared and vailable for the session. This can help eliminate the need for last minute cancelations.
• Day before webinar, send an announcement in the #customer-success Slack Channel.

Sample Accouncement:

Hey Team!

Please join us for tomorrow's, < Insert Date>, CS Skills Exchange at 10:30 AM US EST with discussing <Copy of the session’s summary>

We hope to see you there!

During the Webinar

The moderator for each webinar should serve as the host of the call and overall wingperson for the presenter. The moderator monitors chat to raise questions to the presenter and searches for links that are mentioned on the call to make sure they get linked in the handbook page for the training.

• Log in to zoom 5 minutes ahead of time
• The video should not be recording, but pause if this is the case
• Promptly welcome everyone to the call and remind them that the presentation will be public/private. Specifically mention how to talk about sensitive info on every intro. Be sure to start the meeting as close to the start time as possible.

Hello and welcome to today's cs skills exchange session. As a reminder we'll be posting this session to YouTube. Please remember to not share any private info such as the names of non-referenceable customers.

• Record the call to your local computer.

For today's GitLab CS Skills Exchange training we are pleased to have <speaker name> talk to us about <topic>. With that, I'd like to pass it over to <speaker name>

• Monitor the time. If the presentation goes longer than 20 minutes, interrupt to remind the speaker that we are at 20 minutes and we want to leave time for Q&A.
• After the session, upload the video to the YouTube Unfiltered channel.

After the Webinar

• Upload the video to the CS Skills Exchnage playlist in YouTubeUnfiltered
• Post a announcement in the #ustomer-success Slack channel, and link to the YouTube video.

Sample Announcement:

Hey Team,

If you missed yesterday's CS Skills Exchange session with discussing < Summary of session>, the recording is now live on YouTube!

You can find links to all previously recorded sessions on the handbook page and see the team Q&A in the session notes document.

I hope y'all have a great day!