<aside> 👥 Digital Technical Advisors (TA) are Sourcegraph experts focused on leading our customers to successful outcomes through a primarily digitally nurtured journey. We seek to deliver a consistent engagement experience to customers rooted in supporting and enabling them based on their unique usage and needs. We also strive to help our customers maximize their return on investment (ROI) by continuously monitoring the health of our customers and providing them with best practices and helpful tips and tricks to get the most of out Sourcgraph.

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📝 Team Expectations

Across the customer lifecycle, Digital TAs are primarily accountable for the following:

• Customer onboarding & adoption:
  • At contract signature, our Digital TA team will receive the hand-off from Sales and Customer Engineering (pre-sales) and conduct a lightweight kick-off with the customer.
  • End user onboarding will consist primarily of digitally nurtured campaigns with oversight by the Digital TA while handling ad-hoc requests from the customer as needed.
  • The Digital team will continue to monitor usage & adoption to send tailored enablement materials for the customer based on trends and milestones.
• Customer education: we keep customers informed of upcoming enhancements. We do this by:
  • Sending new product feature announcements and beta programs to keep our customers up-to-date.
• Customer advocacy: throughout our partnership, TAs serve as steadfast advocates on behalf of our customers by:
  • Raising the needs and desires of our customers to our Product teams to continuously improve our product to deliver positive outcomes and realize the most value out of our platform.
  • Conducting annual roadmap reviews and product feedback sessions with customers.