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Commit c51c4dce authored by Andy Gunter's avatar Andy Gunter
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Added more text and a matrix of handoff and responsibilities in the customer... 

Added more text and a matrix of handoff and responsibilities in the customer lifecycle index.html.md
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---
layout: markdown_page
title: "Technical Account Management"
---
# Technical Account Management Handbook
{:.no_toc}
## Table of Contents
<!-- TOC depthFrom:1 depthTo:6 withLinks:1 updateOnSave:1 orderedList:0 -->
- [Technical Account Management Handbook](#technical-account-management-handbook)
- [Binding Agent](#binding-agent)
- [Trusted Advisor](#trusted-advisor)
- [Advocate](#advocate)
- [Responsibilities](#responsibilities)
- [The Flow](#the-flow)
- [Customer Segmentation Tier Levels](#customer-segmentation-tier-levels)
- [Tier 1](#tier-1)
- [Tier 2](#tier-2)
- [Tier 3](#tier-3)
- [Engagement Models Defined](#engagement-models-defined)
<!-- /TOC -->
## The TAM Role
 
The Technical Account Team is part of [Customer Success](/handbook/customer-success). The goal of the team is to deliver value to all customers by engaging in a consistent, repeatable, scalable way across defined segments (Strategic, Large, Mid-Market) so that customers see the value in their GitLab investment, and we retain and drive growth in our customer base.
 
## On this page
{:.no_toc}
### Binding Agent
Technical account managers at GitLab fill a unique space in the overall service lifecycle and customer journey. They can be considered the "glue" actively binding together sales, solution architects, customer stakeholders, product management, implementation specialists and support.
### Trusted Advisor
GitLab TAM's serve as trusted advisors to GitLab customers offering guidance, planning and oversight during the technical deployment and implementation process. A TAM may have a specific methodology they hold dear and use during the onboarding process or they may adapt to the customer approach and in both cases the process is highly collaborative.
 
- TOC
{:toc}
### Advocate
The TAM is an advocate. They act on behalf of customers serving as a feedback channel to development and shaping of the product. In good balance, they also advocate on behalf of GitLab to champion capabilities and features that will improve quality, increase efficiency and realize new value for our customer base.
 
## Role
Providing guidance, planning and oversight while leveraging adoption and technical best practices. The Technical Account Manager is the key partner helping customers achieve their strategic objectives and maximum value from their investment in GitLab. Additionally, the TAM serves as the liaison between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services and others.
The Technical Account Manager is the key partner helping customers achieve their strategic objectives and maximum value from their investment in GitLab. Additionally, the TAM serves as the liaison between the customer and the GitLab ecosystem, streamlining collaboration with Product Management, Engineering, Sales, Professional Services and others.
 
## Responsibilities
* Contact new customer within x days of purchase
* Own, manage, and deliver consistent onboarding experience based on tier
* Own, manage, and deliver consistent onboarding experience based on tier
* Achieve onboarding milestones
* Send satisfaction survey 90 days post sale
* Actively build and maintain trusted and influential relationships
@@ -29,6 +48,33 @@ Providing guidance, planning and oversight while leveraging adoption and technic
* Actively seek expansion opportunities
* Identify all impediments
 
## The Flow
In an effort to capture the wider scope of customer interactions with GitLab, the flow outlined below will soon addresses the business processes involved through the entire service lifecycle and customer journey. There is an active initiative to unify stages, phases, titles, names, etc led by Marketing and Sales.
### Handoff and Responsibility Matrix
| Order | Activity | Owner | Progression/Lifecycle |
| ----- | -------- | ----- | --------------------- |
| 0 | Business qualification | Account Executive | Lead | | | | | |
| 1 | Request a solution architect | Solution Architect | Lead | | | | | |
| 2 | Intro and engage solution architect from CS | Account Executive | Lead | | | | | |
| 3 | Demo GitLab function/capabilities and demonstrate value specific to the prospect | Solution Architect | Opportunity | | | | | |
| 4 | Perform a tech discovery and simple feature requirement gathering | Solution Architect | Opportunity | | | | | |
| 5 | Analyze customer environment | Solution Architect | Opportunity | | | | | |
| 6 | Capture environment and technical specifics for each prospect | GitLab team | all | | | | | |
| 7 | Create a solution design blueprint from requirements and tech discovery | Solution Architect | Opportunity | | | | | |
| 8 | Intro TAM to customer stakeholders | Account Executive | Opportunity | | | | | |
| 9 | Handoff environment and technical discovery artifacts to IS and TAM | Solution Architect | Customer | | | | | |
| 10 | Create and submit SOW where PS is needed on closed-won deals | Implementation Specialists | Customer | | | | | |
| 11a | Provide guidance on go/no-go for Proof of Value/POC (discretionary) | GitLab team | Opportunity | | | | | |
| 11b | Initiate Proof of Value/POC(discretionary) project | Technical Account Manager | Opportunity | | | | | |
| | Fit assessment | GitLab team | Opportunity | | | | | |
| | Get the technical win | Solution Architect | Opportunity | | | | | |
| | Get the business win | Account Executive | Opportunity | | | | | |
| | Handoff solution design blueprint to IS and TAM | Solution Architect | Customer | | | | | |
## Customer Segmentation Tier Levels
 
### Tier 1
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