gitlab customer success playbook

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. Extends the Sr. Director of CSM requirements. 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. That's why we need to separate the hype from the reality and the macro from the micro. Check out our remote manifesto and guides. Lead company-wide strategies and initiatives to improve the customer experience and deliver voice-of-customer metrics and reporting across GitLab. These things can actually coexist. Let's talk about demographics. Part 2: Update customer success CI/Verify Playbook and - GitLab 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). For problems setting up or using this feature (depending on your GitLab The following are the recommended steps to discover, position, lead value discussions, and drive adoption (CSM only). Lead in cross-functional work representing customer success in GitLabs more strategic revenue-focused initiatives, Owns and manages more than just the CSM manager purview - defined by looking for and solving larger team or organizational challenges, and owning initiatives that span wider than the CSM manager role, Aligned with the objectives of Gitlab and is responsible for ensuring that the CSM team as a whole is contributing to our company objectives, Strategic in thinking to solve challenges for the entire CSM team and make improvements that will positively impact all customers, Demonstrated progressive management experience leading teams in a software company, Demonstrated progressive experience leading customer success managers, account management or sales teams with team sizes of 5+ people. What's going to happen when that demand collides with the party's traditional approach? Brings experience building, scaling, and developing global teams. Runbooks for the stressed on-call Mirrored to https://ops.gitlab.net/gitlab-com/runbooks If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in. So how do we really draw the line? MR. LYNCH: Yeah. Customer success 9 mins. Work remotely from anywhere in the world. I just don't see radical changes to the political system in the next 20 years unless something radical happens to the economy. GitLab. Now, obviously, China and its economic and political rise is not a subject that's gone undiscussed in recent years. 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). But what these studies do not take into account, the rising geopolitical uncertainties and macro uncertainties. They're highly educated. Pragmatism has returned. That is a big problem. Work transparently to surface the problems and allow others to participate in solving them. 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. Note : Those tools are not supported by GitLab Support. subscription). contribute to all digital content, and our mission is to change all creative Proven ability to consult and be consulted on topics requiring product/technical expertise, Live demonstration based on the guidance provided ahead of the interview by the recruiter, General discussion and questions from the panel. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. 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. Anyone can establish a Community of Practice, and anyone can be a part of one. Curious to see what that looks Customer Success Management | The GitLab Handbook But the pension issue, the demographics, aging, the pressure that creates is an ongoing problem. This is not the new generation. The mission of the Customer Success Department is to provide these customers with experience in order to: Maximize long-term, sustainable customer value, Improve overall customer satisfaction & referenceability, Maximize the total value of the customer to GitLab, Turn off and Tag Un-named resources. 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. 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. So it's not clear that they desire is something completely and radically different for China, but what we can hope for is there has been political reform in the past, and there still might be more political reform in the future with a new generation of leaders. MR. LYNCH: Hello, and welcome to Washington Post Live. Partner with the sales organization to drive growth and retention and improve efficiency. The Senior CSE reports to the Manager/Senior Manager, TAM. Overlap Between Solution Architects and Customer Success Managers, Customer Success resource links outside handbook, Public Sector Solutions Architects handbook, Skills Exchange Enablement on Customer Workshops, Product organization heavily weights internal customers, Account Planning Template for Large/Strategic Accounts, With Whom to Talk to Ask Questions or Give Feedback on a GitLab feature, CEO Preferences when speaking with prospects and customers. 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. China is a very large country compared to South Korea or the likes of Singapore as an example. So these companies are some of the most successful companies in the world. 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. MR. LYNCH: Okay. This is a 60 minute interview, with the following format: Conducted by the Senior Director of CSMs, this is a discussion with the candidate as a final assessment interview to evaluate the candidates suitability for the role. In all other cases, the job is added to the pipeline, with when: on_success. It is a 30 minute interview. Transcript: Keyu Jin, Author, "The New China Playbook" And this has a lot of implications on a number of issues. They're privileged. DR. JIN: This is a extremely hard question, I have to admit. Skip to content. 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. This is not your Apollo moon buggy. More information on the transition and ownership between Pre-Sales and Post-Sales. They don't coordinate with each other. The Staff CSE collaborates closely with the CSE and TAM/CSM leadership in further refining the direction and enablement of the CSE specialty within Customer Success Management. Today I'm joined by Keyu Jin, associate . In addition to the corresponding Customer Success Manager level requirements: Knowledge of and demonstrated progressive experience with Public Sector customers, Engage with customers, both onsite and remote, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance, Providing technical, architectural and best practice guidance, Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion, Align with Customer Success Managers to provide customer-facing subject matter expertise based on the customers business objectives, Focus on solution-based programs that are customized to fit an individual customers needs, Develop and collaborate on customer workshops, demos, and other enablement, Maintain specialty competency in one or more technologies related to GitLabs market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners, Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others, Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement, Proficiency using DevSecOps tools or highly technical tooling in adjacent fields, Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations, Technical experience in development or systems engineering, Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions, Have demonstrated the ability to become a trusted technical advisor to customer and business leaders, Exceptional verbal, presentation, and written communication skills, Excellent time management and ability to work with several different teams at any given time, Extends the Customer Success Engineer responsibilities, Provide mentorship for CSEs to help them grow in their technical knowledge and provide premium customer experience, Extends the Customer Success Engineer requirements, Extends the Senior Customer Success Engineer responsibilities, Provides subject matter expertise within a defined technical GitLab product area or as a trusted advisor, Is proficient with DevOps frameworks (e.g., LeSS, SaFe, etc.) I'm David J. Lynch, global economics correspondent here at The Post. Big Tech news and how to take control of your data and devices, Transcript: Keyu Jin, Author, The New China Playbook, Montanas looming TikTok ban could leave this young mom without an income, What the Amazon Alexa settlement means for parents and kids. They are also mapped to professional services that can help with some of the elements identified in the engagement. If youd like to see what other interviews we have on tap, head over to WashingtonPostLive.com. Customers Portal. That's had sort of fitful progress but not complete success yet. GitLab Inc. is a company based on the GitLab open-source project. It's been a great conversation. There's been an expectation until recently for some time that China inevitably would become the world's largest economy, surpassing the U.S., which has held the mark for some time. This could be physical infrastructure, but I would actually expand that to include digital infrastructure for the modern age. I think there are a few more important others. Success Plans | GitLab I'm David J. Lynch, global economics correspondent here at The Post. You need to sow and then you can reap.Connect with Jeff and learn more about his work:LinkedIn: https://www.linkedin.com/in/jeffbeaumont/Github: https://about.gitlab.com/Connect with Evan to learn more about Syncari and The Distributed Truth podcast:Evan Dunn | Syncari | Syncari.comMake sure to leave a comment, and subscribe! And most importantly, to summarize, the political centralization, economic decentralization where the local mayors play a huge role in reforms, innovation, growth, protecting the environment is something that's absolutely unique in the world, and with that framework, with that new unique framework, we can understand better how China is in the world trade in technology, in innovation, and what its aspirations are in the global economic order. One is infrastructure. Example: {initials}-GitLabRunner. But just let me say, look, you know, the U.S. shock to China, okay, this U.S. technology investment restrictions, is now becoming a new normal. If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in. Ability to influence, negotiate and build consensus with the Executive Team and senior leadership. 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. Part of the reason is I'm not an expert, that I haven't delve deeply into these political reform issues. We align with customers desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment. Once they are really encountering each other, encountering each other in major ways, then the top leadership will come out to coordinate. Part 1 MR: Updated the customer success playbooks Proven ability to overlay in customer technical risk situations and architect successful solutions. For help with failing pipelines reach out in #mr-buddies in Slack, If the change relates to any part of the project other than updates to content and/or data files (e.g. Additional details about our process can be found on our hiring page. Code, test and deploy with GitLab. Check GitLab.com performance and status. This is the jobs that can be available to the new generation. 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. Sometimes they take a stake; sometimes they don't. Continuous Delivery (CD) / Release Stage Playbook | GitLab The list goes on and on. DR. JIN: This is an excellent question, and I can't say that I know the answer to this question for sure, but I think it's an important development to watch. Provide executive sponsorship for strategic accounts. This account is primarily used as a proof of concept for IaC and creating demos for GitLab customers. GitLab.com Status Page. Next About GitLab GitLab: the DevOps platform Explore GitLab Install GitLab How GitLab compares Get started GitLab docs GitLab Learn Pricing Talk to an expert / Demonstrates mastery in crafting strategic success plans focused on quantifiable business outcomes and actively coaches others in establishing this practice. It's great to be with you. Everyone can contribute! But they help the companies coordinate supply chains, attract talent, and then build miniSilicon Valleys all around the country, and they're helping the entrepreneurs. DR. JIN: Oh, you're probably right. The Customer Success Engineer (CSE) role provides deep subject matter expertise on GitLab technical and product solutions and best practices. I don't think that's really realistically true. The assessment is a written questionnaire, completed and submitted prior to interviews with members of the Customer Success Manager team. ), 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. This is the kind of the point that I make in the book, but private companies in the end make their own decisions, otherwise they won't be that successful in China. It seemed to be happening in the early years of the 21st century when I lived in China, but certainly under Xi Jinping, if not before, some of those processes have reversed. I mean, if I'm a Chinese executive running TikTok or XYZ Corp and the party wants me to do something in the interest of the nation or the interest of the party, I can't say no. And what the Chinese don't really understand is that the U.S.'s sole goal is not just to suppress Chinese growth, but that there could be an improvement in relations, especially if China pursues a potentially different methodology in the global world order, plays a more positive role. Communication has to be open. Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters. But it is worrying, and I think we also have to accept that, you know, the Chinese new generation is also more relaxed. 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. I think there's room for dialogue, but I think the Chinese at some point, have thought that this is impossible to improve. Experience leading a high-touch motion with customers, including strategic account planning, lifecycle management, deep focus on maturity of adoption and leadership in expansion initiatives. But the engines are still made by U.S. and European manufacturers. Additionally, our team serves as liaisons between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services, and others. Customer Success Playbooks | GitLab If the DRI for the page/s being updated isn't immediate clear, then assign it to your manager. I'm not sure people are convinced, even inside China, that a full-scale liberalization is really feasible. Identifies challenges in CSM group workflows and those extending to other groups, and owns the research, development, and enablement of the resolutions. DR. JIN: Well, I think it's not so surprising that after the Chinese joined the WTO, the Chinese are still Chinese, and I think this is a common assumption that economic convergence means all kinds of other convergence around the world, and we just don't see that. Is there only really one model of market capitalism in the world that can work? Set the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading customer outcomes, and experiences, and driving growth through gross renewals and net retention improvements. How to Create a Customer Success Playbook (+ 4 FREE Templates) life, our story, and what makes us truly unique. 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/. Open source is our culture, our way of Please keep in mind that candidates can be declined from the position at any stage of the process. 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. Are the lawmakers who worry about this wrong to do so? How much of a of a problem will demographics be for the continued development of the Chinese economy? The Senior CSM reports to the Manager/Senior Manager, CSM. like? Customer Success | GitLab and lead by example. In turn, CoP will build broader technical depth within our CS organization to better advise our customers and influence our product roadmap. But if you look at the new generation, they are many, many more times more productive than their parents' generation, because they have a better education. Subscribe to GitLab. Documentation Check out our documentation! So that demonstrates that the people might be different, to being receptive to the government's role. I believe in it' but they can really only devote a couple of hours. The next steps in the Customer Success Management job family is to move to a senior leadership job family. If you need additional time, please change the date to a reasonable date for cleanup (Add a month or two for prospective customers). And so I think the dialogue channels have to be open. I'm more worried about the huge education skill mismatch of the young. If a resource needs to be permanent please set termination protection on the instance. The new Customer Success Playbook page negates the need for a specific TAM Playbook page. If you use a when clause as the final rule (not including when: never ), two simultaneous pipelines may start. To deliver value to all customers by engaging in a consistent, repeatable, scalable way across defined segments so that customers see the value in their investment with GitLab, and we retain and drive growth within our enterprise customers. I think the challenge going forward for China is can we actually have more political reform, because I think, to speak about the economy going forward, lots of people in the West compare China to the Japan in the 1990s, and I simply don't agree with that. Develops a clear strategy and vision for their department, inspiring their team through communication in alignment with GitLabs mission,vision, and values. Its people are different. Responsibilities Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale) Peer interviewers are selected by the hiring manager. The input for a success plan comes in the first instance from the value-based conversations with the customer in the presales process and documented in the command plan, focusing on articulated . The purpose of a playbook is to build scalable processes for your customer success team. It's going to take hold for the next three to five years, because China's economy is in a completely deplorable situation. I'm not sure that this is also not true for some companies in the U.S. or other places as well. At some point, it's just going to become a new normal, and my prediction is that they will stabilize the relationships because the U.S. also does not want to have confrontation with China, and China will focus on its economy but also developing a parallel technology system. Regularly publishes handbook updates describing our practice and our collaboration with other groups and improves/grooms existing content in-line with process and enablement improvements, Experience and a proven track record with the additional responsibilities of a Staff CSM, Ability to manage executive relationships and discussions (VP/CxO). But China's working-age population has crested and is now in decline. And in fact, one of the main reasons that China's innovation has spearheaded in these last few years is the fierce domestic competition. GitLab.tv Events Channel Playbook | GitLab The hiring manager interview is the first of the interviews with the Customer Success Manager team. So a point that I made in my book is that China can actually master high tech because that takes accumulation of skills, the STEM students, the engineers, the huge market, all of which China has, but groundbreaking technology is quite a bit a different thing. 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. So that might be a key thing in the watch. Customer Success team members maintain a FAQ to keep questions customers ask documented in a place where everyone can view and contribute to. Outside of Engineering the Customer Success team has the largest concentration of tooling development capability. The U.S. has to recognize that if coexistence is not possible, we're in a very dangerous world, and China has a completely different political system. MR. LYNCH: I want to ask you about the innovation part of this as well in terms of economic development. Im David J. Lynch, global economics correspondent here at The Post. Again, not a bad thing necessarily for China and the world. Community programs. Thanks again for watching. China is not the case. Positioning. Pushes for more "self-determination," I think was the term you used. There was economic decentralization that long ago, and I just don't see that kind of centralized political approach really changing much. So I have to thank you for joining us today. We're often having dated assumptions on China and the West, and the old playbook was of a lot about industrial subsidies, was a lot about technology transfers. And one really important statistic is 30 years ago, 30 percent of the wealth belonged to the private firms, private sector. 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 . MR. LYNCH: Well, we're delighted to have you. The automation will: By customer or internal request, we sometimes develop tools to automate certain GitLab tasks using the API. The Customer Success Management (CSM) team focuses on the themes of align, enable, and expand. The generation that--of Foxconn workers that opted for three shifts per night is gone. Next About GitLab GitLab: the DevOps platform Explore GitLab Install GitLab How GitLab compares Get started GitLab docs GitLab Learn Pricing Talk to an expert / Help What's new 7; It is a living document, developed by the CSM. That's the most urgent issue. DR. JIN: Well, you know, for the longest time, there have been a lot of predictions about China in the last 30 years, and every time we seem to have gotten it wrong.
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