Post Sales Handoff

This process occurs through both Salesforce and Vitally. Below is an overview of the process along with additional details about tooling automation that facilitates the process.

Renewal Process

Finance, TA, Sales, and Value Engineering all play a key role in customer renewals. While the customer renewal is a single event, our teams are constantly assessing the health of our customers and taking corrective action as necessary.

Success Plans

Account Success Plans are a key part of internal account strategy and goal-setting within the account team. TAs update account-level Success Plans in Vitally on a quarterly basis outlining their proactive plan for each customer. Throughout the quarter, the TA should action their success plan and review progress with their AE and TA leadership throughout. A subset of success plans are reviewed during internal QBRs with the broader Revenue organization.

A success plan contains the following:

• North Star Goals: What are the measurable goals for this account for the next quarter?
• Success Action Plan: What needs to happen for us to be successful in achieving the above goals? For each goal capture the action plan and steps necessary to accomplish those outcomes. Create tasks in Vitally and link to them.
• Relationships: What relationships do we have, with whom, and what is their sentiment? What people do we need to turn into champions, why them? What is the “win” that will develop them into a champion?
• Asks from the Business: Are there dependencies on other parts of the business (requisite product enhancements, for example)? Describe how they could jeopardize the milestones or north star. What is the plan to resolve the dependency? Where do you need help?

Lighthouse Program

The Lighthouse Program is our Churn Save program. Through this program, we will closely and consistently inspect the health of our customers to detect risk & problems, which we will successfully overcome through company-wide support.

Customers may enter the Lighthouse Program in two ways:

1. As part of our renewal process, an account may be tagged for the Lighthouse program. Read more about that process here.
2. Ad-hoc. AE, TA, or Sales / TS leadership can trigger an existing customer to enter the program at any time if they are concerned about their health.

User Onboarding

A critical part of the customer experience is user onboarding. After the deal close, and once the customers’ production infrastructure is setup and configured, TAs are responsible for driving adoption of users onto Sourcegraph. During this phase, the TA is executing a user roll out plan to onboard the users onto Sourcegraph.

Adoption

We have a 6-prong approach to developer enablement so that are able to meet each customer and each dev culture where they are. You can see an overview of our methods below:

For synchronous webinars, a standard customer engagement should include three core trainings, as well as optional topics customized to customer needs or requests, or demos of new features or use cases that are relevant to the team. These webinars may be run repeatedly if, for example, you’re expanding into a new business unit within an existing customer.

Customer and Data Analytics

Looker is our source for customer data & analytics. Two key dashboards we use are:

• Customer Health TS Dashboard
• Instance Overview Dashboard)

Champion Building & Relationship Management

A core responsibility of the TA is to identify, build, and maintain strong relationships with customers. We define a champion as someone who:

1. Has power and influence within their company
2. Actively sells and promotes on our behalf
3. Has a vested interest in our success, and see it as their success

All three of these aspects must be true in order to be a true champion. TAs must constantly be testing their champions to ensure they remain true champions, and where necessary either build up existing champions or identify new ones.

See more of our champion training here and on Highspot.

BRs

An important dimension of relationship management and ensuring that our customers are getting the expected value and outcomes from Sourcegraph is understood and shared through Business Reviews (BRs). We ideally want to lead these conversations with customers on a quarterly basis, but at times may hold them bi-annually. TAs are responsible for leading the planning and execution of customer BRs with close input from internal team members such as Sales.

The format of BRs is as follows:

• Intros
• Business Strategy & Key Initiatives
• Previous Progress & Outcomes
• Usage Summary
• Value Realization & Maturity Model
• Product Roadmap & Feedback
• Next Steps

(Deck)

TA to TA Account Handoff

Outgoing TA: Complete the following steps when transitioning an assigned account to a new TA

1. Create a new Document in Vitally using the TA to TA Account Handoff template and complete all the information required in the placeholders.
2. Inform the TA manager upon completing the TA to TA Account Handoff template.
3. Share any account docs or notes in Vitally and ensure the new TA has editor permissions.

New TA: Complete the following steps after the outgoing TA has completed the steps above

1. Review the TA to TA Account Handoff template and inform the TA manager, who will make the assignment changes in our CRM systems upon completion.
2. Notify the account team (AE, CE, IE) about the transfer on the Customer Slack channel (#customer-NAME).
3. Work with your AE to notify/email the customer using the Existing Customer - TA account transfer template.

TA Cadence

To learn more about the kinds of activities TAs perform daily, weekly, monthly, quarterly, and on an ad-hoc basis see the TA Cadence Playbook.

TA Scenarios

To learn more about best practices and how to handle certain situations that may arise on your accounts, see the TA Scenarios Playbook.