<aside> 👥 Technical Advisors (TA) focus on the post-sales success of our customers. We are successful when our customers realize expected value and achieve positive outcomes within their business by using Sourcegraph.

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🫡 Our Team Purpose Statement

To help our customers achieve their goals and stated needs, primarily through the use of our products

📝 Our Core Responsibilities to our Customers

• We know our customers personally, and their business, needs, and priorities deeply.
• We are a trusted advisor to our customers on our product capabilities (and limitations); we educate them on how our products help them accomplish specific goals and achieve specific stated outcomes and we share best practices and relevant stories from other customers who have had similar experiences and successes.
• We strategize & plan with and for our customers' success, both in how to maximize the value of their investment in Sourcegraph and by identifying additional areas where we provide value.
• We advocate on their behalf internally, representing their use cases and needs so that we are building with and for them.

🥇 KPIs / Measures of Success

1. GRR (Gross Retention Rate)

We strive to make customers for life by being trusted partners and advisors to make our customers successful. We measure ourselves to this premise by ensuring our customers choose us repeatedly. Gross retention is a key metric for measuring our success.

1. NDR (Net Dollar Retention)

As technical advisors we want to deeply know and understand our customers. It is through this lens of trust and understanding that we are able to strengthen our partnership and help our customers maturity and advance their capabilities. Net Retention is a key metric for measuring our ability to grow with our customers, unlocking more value and capabilities from Sourcegraph within their teams.

Secondary KPIs

1. Account Health Dimensions

• Seat Utilization (Adoption)
• Frequency of Use (Usage / Consumption)
• Relationships & Engagement
• Technical Health

We consider overall utilization of purchased seats and frequency of purchased features to be core secondary dimensions of customer health. We seek to educate and enable customer devs to integrate Sourcegraph into their workflows so that they use it multiple times daily. We seek to develop strong relationships and engage in a meaningful, productive manner with our customers.

We seek to keep our customers informed and up-to-date on the latest versions of Sourcegraph so they have the best experience possible, and get the most value possible.

🧑‍🤝‍🧑Technical Advisory Teams

The Technical Advisory organization is comprised of three teams:

Enterprise & Strategic Technical Advisors

Scaled Technical Advisors

Digital Technical Advisors