Vitally will auto-assign a number of tasks based on the playbooks we have configured. You also have the ability to set these tasks on your own based on your conversations with customers. You should be driving this list to completion as much as possible.
Account teams comms
Be a good teammate! Make sure to update your Account Executive, Customer Engineer or SDR with any information that could impact their work, even if it is just a status update.
Collaborate with your team on activities that would help the goals you have for customers like feature adoption or upgrading.
Utilize internal customer slack channels to keep internal stakeholders informed of what’s going on. This doesn’t mean provide a daily update, be thinking about whether or not there’s relevant happenings that would benefit posting a proactive update in the internal customer channel.
External
Ad-hoc customer meetings
This could be trainings, check-in calls, troubleshooting, whatever meetings need to be set up to facilitate the customer’s journey with Sourcegraph.
Be mindful of customers with shared slack channels. Ensure you’re monitoring the requests coming in and that they are getting appropriate responses in a timely manner.
Weekly
Internal
Bi-Weekly Team Check In
TA Team Meeting will be held on a bi-weekly basis. Topics will include team announcements, trainings and new processes as we roll them out, and active discussion amongst the team on customer situations.
Yellow/Red Renewals Meeting
180 days out from renewal, we check each accounts health. If it falls into our red or yellow categories, the account will be raised for review at the Yellow/Red Renewals meeting. The goal here is to get the customer healthy and protect the renewal as much as possible.
Vitally Traits
Vitally is where we keep the state of a customer, including information around deployment, new feature adoption and customer comms. Make sure that you are keeping this up to date and reviewing your accounts weekly to make sure that the information is up to date for leadership
Account Team Sync
Make sure that you are connecting with your AEs either weekly or bi-weekly. Use this time to strategize, coordinate, and align on your plans and activities for each customer account.
External
Customer syncs
Review customer pings and data to determine what could be done to help improve their health, see TA Activites, and strategize with your champion.
Monthly
Internal
Bi-Monthly Health Score Updates
A Vitally project will trigger each month for every account that reminds you to update the Pulse, Access to Buyer and Active Champion traits.
External
Customer Communications
Announce version and patch updates to customers, if an issue or feature request a customer has reported is included in an upgrade or patch make sure they know!
Think about relevant tips & tricks that would be helpful to share out to increase usage and value.
Quarterly
Internal
Account Success Planning
Review accounts with your manager; this can be done ad-hoc weekly/monthly but make sure that you are maintaining visability into all of your accounts with your manager.
External
Sourcegraph QBR’s
Sourcegraph traditionally holds QBR’s with customers team during the first few weeks of the quarter on a case by case basis.
As new business closes TA’s will be assigned to accounts to lead them through the Onboarding and Enablement process.
General Customer Interaction
Email, Slack, Zoom, or even in-person are all potential ways that you’ll be interacting with your customers. Every customer should be contacted in some form at least once a month.
Customer check-ins, these will take varying forms depending on the relationship with the customer, the idea is to make sure we are maintaining a high level of engagement with each customer.
These would be a weekly, bi-weekly, monthly, bi-monthly all the way to quarterly 30-60 minute call, depending on the customer
For healthy accounts this could be a quick email or slack message
