gitlab customer success playbook

MR. LYNCH: You mentioned at the outset that we in the U.S. and in the West, perhaps more broadly, have often gotten China wrong. Again, not a bad thing necessarily for China and the world. There are a few in certain strategic areas, sensitive areas, that I'm sure is the case, but, you know, we have to look at the wider scope, and you can't penalize every single private company and accuse it of having the state being--making the call. SA owns 1) pre-sales technical evaluation and relationships prior to the initial sale and 2) tier upgrades and new business units (i.e., connected new) within an existing customer. In China, it's expected that the government plays a big role. team.yml) please make sure to ping. The new Customer Success Playbook page negates the need for a specific TAM Playbook page.. Positioning. The Director of CSM is a job grade level 11. Moving the TAM Playbook content to the Customer Success - GitLab post on the GitLab forum. boring solutions, and quirkiness. But if you look at the U.S., the U.S. subsidies to firms--or companies are enormous. Customer Success playbooks assist in selling, driving adoption, and ultimately delivering more value to customers via GitLab's DevOps platform. MR. LYNCH: And you mentioned the economic problems, and certainly China has a long list, been trying to make a transformation from the export-dependent, manufacturing-heavy system to something more oriented toward domestic consumption. Success Plans | GitLab work ethic, and personal goals, we encourage you to visit our ), Collaborate across a number of other teams to drive effective customer programs (digital editor, CSM team, digital campaign manager, marketing, growth), Understand the nuances of digital relationships and automated engagements and architects positive customer experiences to ensure the customer feels valued while obtaining value from the GitLab platform, Utilize automation and digital engagements, isolating some customers for reach-outs based on product usage data insights coupled with the customers point in their lifecycle, Create blanket contact campaigns of monthly or quarterly e-newsletters, data triggered email campaigns, on-demand training and guidance, Drive feature adoption through targeted on-going training of customers via webinars and campaigns, Leverage engagement and digital metrics to create and improve enablement content in alignment with customer journey, Analyze product usage data to determine prioritization of customer reach-outs and activities, Create fun and engaging training resources that scale, Build engagement playbooks and reach out to customers with a relentless focus on quick solutions and positive outcomes, Work with CS and sales leadership on creating and executing upon scalable save plays for at-risk customers, Organize product-centric office hours where customers can troubleshoot with a technical representative, Engage and assist customers as part of a campaign or program led by Customer Programs team in partnership with Commercial CSM and Sales team, Capture customer insights (e.g., common reasons for stalled adoption, contraction and churn) in the SMB segment through data analysis and customer engagement, Create solution guides and videos to deliver technical enablement to a large audience across the SMB and Mid-Market segments primarily, Curate frequently asked questions (FAQ) and related solution guides based on direct customer engagement, and analysis of customer requests and usage patterns, Partner with Customer Programs team to enhance and improve digital adoption journey to preserve or increase net retention for digital customers, Partner with our customers to understand industry-wide technical challenges along the customer journey with GitLab. In the market, there are over 20 organizations that typically have 2-3 Staff CSMs. In addition to working with the customers in their book of business, they provide guidance and coaching to other CSMs and develop improvements to our customer engagement model. On this page. That's had sort of fitful progress but not complete success yet. The Vice President of CSM is a job grade 12. MR. LYNCH: Well, Professor, I've only got another 30 or 40 questions for you, but unfortunately, we are out of time. Expands personal research combined with best practices across disciplines, actively builds/shares playbooks and customer enablement/expansion workshops focused on driving to greater adoption and value realization. It's so important to have these downstream players like the autonomous vehicle, EV, the clients be very close to upstream players like semiconductors, and that loop, closed-link loop, this huge demand, the proximity, the industrial supply chain is very, very critical for technological development, just as we look at Japan, where the semiconductors' rise was very much because of the rise of electronics industry in Japan as well, and Japan is a closed economy. MR. LYNCH: And so what's--you rightly put your finger on this youth unemployment issue, which has been persistent over the last year or so. If you use a when clause as the final rule (not including when: never ), two simultaneous pipelines may start. Now, obviously, China and its economic and political rise is not a subject that's gone undiscussed in recent years. The industrial subsidies have kind of phased out. based on industry best practices while incorporating GitLabs unique value proposition and values, Build and iterate on segmentation strategies based on customer economics, propensity to grow, lifecycle stage, and customer preferences, incorporating digital engagement at all segments, Manage and nurture executive relationships with customers, including management of executive-level escalations, Extends that of the Director of CSM requirements, Extends the Sr. Director of CSM responsibilities, Define and deliver strategies and plans to create and influence GitLabs Go-To-Market strategy and plans, including Sales, Marketing, Product, Growth, Operations, Channel/Alliance, and Data Teams/. Communication has to be open. Was the U.S. naive to expect political pluralism to some degree in China, or is the jury still out on where the system there is headed? These things can actually coexist. China is not the case. Documentation Check out our documentation! The team has unique needs that can't always be solved by GitLab's single DevOps platform. Jeff has worked in SaaS for over ten years, before which he was a CPA.TRUTHS OF THE DAYJEFF: PEELING BACK AND DISCOVERING THE DATA ISSUESThey're not aligned on 'this needs to be a company initiative' so you have teams just doing skunkworks projects by saying 'this is what I have to do, this project over here that unrelated to this, but I'm still passionate about this usage data project because I see the vision. It's just that you can't productively deploy this new generation. Part 1 MR: Updated the customer success playbooks How do you see the party's ultimate control over these private--ostensibly private companies? It's changing all the time. On expiration the resource will be shut off and left for 7 days. Extends the corresponding Customer Success Manager level responsibilities: Work exclusively with Public Sector customers. Imagine a young generation, new generation, the hope for China, 25 percent of the highly educated youth are not employed and even though they have bachelor's degrees. If you go back almost a quarter century when China was preparing to join the WTO, the expectations among politicians in this country were that that process of free trade and trade integration would lead to a political opening in China as well, that the system would become more pluralistic, more, quote/unquote "free." MR. LYNCH: Hello, and welcome to Washington Post Live. And that sentiment is going--continually going to evolve along with U.S.-China relations, geopolitics, and of course, how democracies do all around the world. Continuously drives communication and customer advocacy into various GitLab departments including Sales, Support, Product and Channel to provide customer insights and ensure an orchestrated customer experience. and can communicate customers goals and capabilities as they relate to customers adoption roadmaps, Overlays with the global book of customers in roadblock areas for strategic customers removing barriers to growth and adoption concerning their area of expertise, Periodically leads research and analysis of industry/market trends within customer success, with a focus on Customer Success data and trends, Helps ensure GitLab is listening and hearing our customers and can remain responsive to them, Increase global CS team knowledge and thought leadership within the realm of their expertise, Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey, Serves as advisor to Product Team providing constructive feedback to promote customer use cases and assist in product feature prioritization, Extends the Senior Customer Success Engineer requirements, Experience and a proven track record with the additional responsibilities of a Staff TAM. In an effort to keep AWS spend down, initiatives are being taken to automatically clean up our AWS account. The resulting tools and scripts are publicly available for everyone to use and contribute to in the GitLab CS Tools group. Choose when to run jobs | GitLab - GitLab Documentation What do you think has been missing from the conversation? They're less hardworking. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. They're highly educated. CSM owns 1) post-sales customer relationship and 2) license upgrades within an existing customer. The education and enablement handbook page provides a dashboard of aggregated resources that we encourage you to use to get up to speed. Its people are different. contribute to all digital content, and our mission is to change all creative They're not willing to work or take up a lot of these occupations, and so for me, this is also a cycle of a new renewal. Visit this page for more information on using Gainsight within Customer Success. China is evolving all the time, and I think this is actually one of the key things that the West misses as well. They are also mapped to professional services that can help with some of the elements identified in the engagement. Actually, this is one of the--what seemed to be an irreconcilable paradox to the Western eye, that somehow you have more regulations from the government, and there is a perceived notion of anti-business in China in the last few years. So where do you draw the line? primer to learn more. The following are the recommended steps to discover, position, lead value discussions, and drive adoption (CSM only). The list goes on and on. Xi Jinping doesn't seem to have much of an agenda for political reform, but what sort of thinking do you think is going on below his level, perhaps in the Central Party school or Chinese think tanks, and what's--what would be a conceivable evolution of the Chinese political system? We have one vision: everyone can And at the same time, the government is pushing for technology innovation when it is--whilst it is cracking down on its technology companies. The Associate CSM is a job grade level 5. That obviously hasn't happened. There is some kind of rebound but just not at all as people expect, and it's probably going to be worse next year. Continuous Delivery (CD) / Release Stage Playbook | GitLab And the second is human capital. So I personally care more about the labor force productivity rather than the number of people employed in the population. Structure of Playbooks Is there only really one model of market capitalism in the world that can work? How to Create a Customer Success Playbook (+ 4 FREE Templates) Now, that said, it is true that state-owned enterprises often have a minority or an indirect stakeholder in some of these companies, and if you look at the data, a lot of the capital has links to state-owned enterprises. But what these studies do not take into account, the rising geopolitical uncertainties and macro uncertainties. Customer success 9 mins. It's not these kind of long-term subsidies that really characterize the Chinese model today. !50000 (diffs), For help with failing pipelines reach out in #mr-buddies in Slack, Add additional discovery questions (based already merged) and a link to Jenkins questions, Add the adoption content (playbook steps, adoption map, documentation links, enablement and training, professional service offers), Add a link back to the CI workshop (within playbook steps), If the change relates to any part of the project other than updates to content and/or data files (e.g. CSEs work alongside CSMs to provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities. If you look at China's economy, there are 30 million manufacturing jobs yet to be filled by 2025, 300,000 jobs in semiconductors. There is a huge amount of scope for development in China with the 600 million people that haven't reached middle income by international standards, service is only accounting for half GDP compared to 80 percent in U.S. or Japan, and the many, many distortions. If these values match your personality, Identifies challenges in CSM group workflows and those extending to other groups, and owns the research, development, and enablement of the resolutions. GitLab, Inc. The Chinese party might not change, but policies change all the time, and this is exactly the opposite to the U.S. And even though to the West and, indeed, it is a case that political reforms have significantly slowed down, there have been political reforms since the joining the WTO, less so in the past few years, but society as whole, civil evolution, a societal evolution has also changed quite a great deal as well. As a Solutions Architect, Customer Success Manager, or Professional Services Engineer, it is important to be continuously learning more about our product and related industry topics. search the docs. Both push pipelines and merge request pipelines can be triggered by the same event (a push to the source branch for an open merge request). The Senior Director of CSM reports to the VP of Customer Success. Identifies and create solutions to address CSM needs, improve effectiveness and efficiency, and delivery to or exceed key customer metrics such as Quantitative Success Plans, Time-to-Value, use case expansion, EBRs completed, and gross/net retention. Oct 6, 2021. It is a 30 minute interview. within the CS organization dedicated to a topic within GitLab or the broader DevOps space. Example: {initials}-GitLabRunner. We do see a lot of superficial globalization where the Chinese young generation have picked up lots of Western cultures and habits and all around the world, but they're deeply tied to their cultural roots. The CSM (Intermediate) reports to the Manager/Senior Manager, CSM. Video assets; Go Live; Distribution; Promotion; Introduction. Track record of successfully building, growing, and scaling global Customer Success Management teams, delivering to revenue and customer metrics. Customer Trust: 5 Ways to Build Buyer Trust. CSM handbook. The first flight of the long gestating C-919 commercial aircraft, which have been in development seemingly forever, finally occurred a week or so ago. The Customer Success Engineer (CSE) role provides deep subject matter expertise on GitLab technical and product solutions and best practices. That's the positive force, that their values converge more with the values of the new generation of other parts of the world, much more than the previous generations. Customer Success | GitLab For one thing, the tolerance of government is completely different between the two economies. The Senior Manager, CSM reports to the Director of Customer Success Managers. The hiring manager interview is the first of the interviews with the Customer Success Manager team. I really think that with--and with China's innovation, really, the kind of--whether it's applications or the high tech that we have discussed, kind of the way to escape the middle-income trap is really there. Let's talk about demographics. What do you think is going to happen when this new generation demands a greater say in how things are done? They're privileged. Can you have one without the other? Procedure. This could be physical infrastructure, but I would actually expand that to include digital infrastructure for the modern age. The "Customer Success Vision Page" provides the long-term view of company wide success to which the customer success will be building in partnership with the value centers of the GitLab organization (i.e., Marketing, Sales, Product/Engineering, Support, Finance and IT). MR. LYNCH: Hello, and welcome to Washington Post Live. Lots of countries get into the middle-income trap because they can't have--they don't have sufficient measures in both. DR. JIN: The country is worried about its aging, but I don't think demographics make it to the top three big economic challenges for China. The purpose of a playbook is to build scalable processes for your customer success team. But more specifically, what the government can do is expand service industry. Thanks again for watching. I think that will still take priority in the next few years. If demographics didn't explain economic growth on the way up, it's probably going to not explain its way downward. Discovery. Everyone can contribute! The GitLab.tv Events Channel will act as an educational platform that highlights and supports GitLab's live and virtual events.Our audience of tech managers and leaders from a variety of industries will find informative content including demos . Service industry actually absorbs 30 percent of college students--or 30 percent of the service workers are with bachelor's degrees as opposed to 12 percent in manufacturing, and this is in health care, culture, entertainment, finance, et cetera. If the instance is still on but the expiration has not been changed it will be terminated. Checking gitlab.com status. Jeff gets very detailed about how GitLab developed its customer 360 program, how they developed product usage data insights for CS, as well as how vital it is for this information to be distributed across sales and CS together.Jeff Beaumont leads customer success operations and programs at GitLab. If youd like to see what other interviews we have on tap, head over to WashingtonPostLive.com. This role is focused on customer success management and is not a technical support-related role. The market mechanisms combined with the government, the role of the government will look different, but there's a huge space and scope for further collaboration and competition, which is actually a really good thing. Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check. Playbooks help you align your teams, and help make on-boarding of new CSMs easy. At GitLab, the Sales and Success teams are organizationally aligned to the CRO, so some of that relationship happens by structural design. Lead company-wide strategies and initiatives to improve the customer experience and deliver voice-of-customer metrics and reporting across GitLab. This is also a theme of my book, and we need to think about China as how the new generation shapes its contours. But it would be also interesting to look at, politically, what their sense is, because I have to say that the new generation is also observing the West, the Western democracies, and how they're doing. It's been a great conversation. And this has a lot of implications on a number of issues. And so I think it is--you are right that is a very blurred line. The script will only a tag an instance once. GitLab Inc. is a company based on the GitLab open-source project. I've been looking forward to this conversation. Today I'm joined by Keyu Jin, associate . Additional details about our process can be found on our hiring page. However, it is important to dogfood and avoid dogfooding anti-patterns. Skip to content. Ensuring paying customers are successful in their onboarding in order to gain adoption and get the most out of our platform and remain happy, paying GitLab team-members and brand advocates. Runbooks for the stressed on-call Mirrored to https://ops.gitlab.net/gitlab-com/runbooks The Manager, CSM, reports to the Director of Customer Success Managers. We in China have 5,000 years of history, but still an inpatient nation where they've seen quick results and easy wins very fast in the last 40 years. As you say, 20 percent of those 16 to 24 are jobless. Candidates for this position can expect the hiring process to follow the order below. But what I would like to add in this book is exactly how it works, including the nuanced mechanisms and the accountability of the government, the competition mechanisms, that even if it is not an electoral democracy, there are mechanisms in place to keep the government in check. Proven ability to overlay in customer technical risk situations and architect successful solutions. I just don't see radical changes to the political system in the next 20 years unless something radical happens to the economy. Choose and manage the subscription that's right for you and your organization. Competitive Assessments; Demo guides . Part 2: Update customer success CI/Verify Playbook and - GitLab Proven ability to manage a global account, Excellent moderation and communication skills, Extensive experience within a technical or account management area, Extends the Customer Success KPIs articulated here, 6 enablement contributions to global CS team per fiscal year, Mentor and enable the team to exceed company growth and retention forecasts, Work with the Customer Success Director to help establish and manage goals and responsibilities for CSMs, Manage a team of highly motivated, customer-focused CSMs to manage the overall health and care of accounts (e.g., onboarding customers, stage adoption, executive business reviews, and successful renewals), Ensure the CSMs exceed Gitlab expectations in core knowledge, communication, and execution, Challenge the team and yourself to learn and grow as trusted advisors to customers continually, Provide leadership and guidance to coach, motivate and lead the team members to their optimum performance levels and career development, providing timely feedback and development assistance, Manage resource assignments and staffing levels, including recruitment as needed, Identify and implement improvements to the processes and tools used, Develop senior-level relationships with customers, Partner with other team leaders to ensure the customer is supported in times of escalation, Develop strong relationships with Engineering and Product to ensure cohesion and shared understanding of goals, initiatives, Work together with the other managers to execute strategies and vision with the Director, Represent Gitlab leadership and reflect our, Proven track record in software/technology sales or consulting, Proven experience leading teams, driving software adoption, and building and scaling customer success management practices, Experience with software development lifecycle processes and tools as well as agile and/or DevOps practices, Knowledgeable with cloud technologies (e.g., Kubernetes, Docker), application security (SAST, DAST) and/or cloud deployment models (AWS, GCP, Azure) is a plus, Proven ability to develop strategies, translate them into initiatives and track successful delivery, Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies, Possession of a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams, Demonstration of operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning, Ability to collaborate across the organization and with external stakeholders, Experience successfully working with senior (C-level) executives, Holds strong operational skills that will drive organizational efficiencies and customer satisfaction, Comfortable giving and receiving positive and constructive feedback, Ability to connect technology with measurable business value, Strategic thinking about business, products, and technical challenges, Extends the Manager, CSM responsibilities, DRI for one or more initiatives beyond the CSM manager role that includes: customer growth, expansion programs, and processes, Action upon identified opportunities for continuous improvement across the customer lifecycle, Consistent representation of our values to the customer, our CSM team, and the company as a whole.
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