<aside> đź’¬ This process occurs through both Salesforce and Vitally. Below is an overview of the process and additional details about tooling automation that facilitates the process
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Pre-to-post sales handoffs are key to a seamless customer experience and maintaining trust throughout the customer journey. A thorough handoff ensures the post-sales team knows the customer’s needs and expectations.
The pre-to-post sales handoff process consists of the following steps:
| Step | Description | Owning Team | Timing | Automated / Manual | |
|---|---|---|---|---|---|
| CSM Segmentation Assignment | Manually assigned on the Salesforce Account by CSM leadership | CSM | 45 days from expected deal close | Manual | |
| Account created in Vitally | Vitally is our Customer Success Management platform and ensures we have all customer info in one place | CSM | 45 days from expected deal close | Automatic | |
| **Account Segmentation: Strat, ENT, MM, SMB |
Team: Managed or Guided** | Vitally playbook runs to assign segmentation | CSM | 45 days from expected deal close | Automatic | | | Customer lifecycle stage assigned | Customer Lifecycle Stages Vitally Playbook runs to assign an account as "0. Prospect,” etc.,” the first step in the customer lifecycle. At this point, the account is created, and all initial attributes about the new customer are assigned in Vitally. | CSM | 45 days from expected deal close | Automatic | | | Pre to Post-Sales Handoff Vitally Playbook is initiated | Handoff process initiated in Vitally to facilitate the handoff process
Note: this is also expected for Guided customers. | CSM | 30 days from expected deal close | Automatic | |
| Dedicated Support Engineers Assignment(if applicable) | Manually assigned and reference here. | SE | 30 days from expected deal close | Manual | |
| Customer contacts assignment | AE & Solutions Eng tag customer contacts with the appropriate role on their contact card in Salesforce (it is multi-select)* | Solutions Engineering and AE | 25 days from expected deal close | Manual | |
| Pre-Sales completes the Pre to Post-Sales Handoff | In the account’s Vitally documents | Solutions Engineering and AE | 20 days from expected deal close | Manual | |
| Pre-Sales schedules and leads a knowledge transfer session | Pre-sales team (Solutions Eng & AE) schedule with CSM, and PS team (+ SE if the customer has dedicated support). During this session, the team agrees on plan and timing for kick-off. | Solutions Engineer and AE | 20 days from deal close | Manual | |
| Handoff Review | Leadership review to ensure handoff document (based on document status: incomplete, in progress, complete) | CSM leadership | 15 days from deal close | Manual | |
| Partnership Kick-off Preparation | CSM leads using information gathered from the handoff and input from IE, SE & AE | CSM | 10 days from deal close | Manual | |
| Deal Close | GET THAT MONEYYYYY! | Solutions Engineering & AE | Day 0 | Manual | |
| License Provisioning | Solutions Eng provisions production license for customer.
If Cloud, Solutions Eng created Cloud instance. If self-hosted w/o IE, Solutions Eng deploys production instance. | Solutions Engineering | Within 5 days of deal close | Manual | | | Kick-off Scheduling | AE schedules kick-off call to introduce post sales team. | AE | Within 5 days of deal close | Manual | | | Partnership Kick-off | Jointly conduct the partnership kick-off call, validating use-cases, setting priorities, and establishing a go forward plan. | Full Account team (including PS) | Within 10 days of deal close | Manual | |
Customer Roles
| Role | Definition |
|---|---|
| Champion | An individual with 1) Power and influence, 2) willing and actively selling on our behalf, 3) view our success as their success |
| Deal Contact | A contact or owner who is helping to navigate the deal. This would be someone specific to the transaction, not necessarily ongoing contact outside of the transaction (either initial deal or renewal) |
| Instance Admin | Someone who is more about the technical logistics and management of the solution manages the instance. |
| Executive | The exec-level sponsor who supports the deal/relationship |
| Economic Buyer | The ultimate decision maker to sign off on any deal |
| End User | End-user of the Sourcegraph product |
| Program Contact | Someone focused on the use case(s), adoption and value of SG within the company. |
<aside> đź’ˇ AEs: Please use this copy to introduce the assigned TA to the customer
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Once a customer signs on with Sourcegraph, the Solutions Eng will generate a full license key via the Sourcegraph.com site admin based on the contract details. Solutions Eng handles production licenses for net new business and expansions. CSM is only responsible for licensing at the time of renewal.