+
+ | Feature |
+ Tag |
+ Description |
+
+
+ | Hard cap |
+ |
+ Hard cap is our default; no tag is required. This means the user limit is a hard, capped limit. |
+
+
+ | Soft Cap |
+ true-up |
+ Allows the customer to go over their user limit on the license (soft cap). When this tag appears on a license key, it overrides the default hard cap behavior and allows user counts to exceed the license. |
+
+
+ | MAU Plan |
+ mau |
+ For companies on a monthly usage-based billing model. NOTE: For any MAU-based customers, the `true-up` tag must also be added as we do not have the ability to hard-cap MAU-based plans. |
+
+
+ | Trial |
+ trial |
+ Indicates that this license key is for a trial instance. |
+
+
+ | Development Environment |
+ dev |
+ Indicates that this license key is for a lower-level development environment. Does not affect contractual agreement; however, as a best practice, limit the seat count to 20 users. |
+
+
+ | QA Environment |
+ qa |
+ Indicates that this license key is for a lower-level QA environment. Does not affect contractual agreement; however, as a best practice, limit the seat count to 20 users. |
+
+
+ | Internal Environment |
+ internal |
+ Indicates that this license key is used for internal sites (dotcom, k8s, etc.) within Sourcegraph |
+
+
+
+You can read more about legacy feature tags [below](#legacy-feature-tags).
+
+#### Legacy Plans
+
+You may come across legacy licenses associated to legacy plans. Previously no-longer-used, legacy plans you may encounter are:
+
+
+
+ | Plan Name |
+ Plan Tag |
+ Included Features |
+
+
+ | Enterprise Starter (legacy) |
+ old-starter-0 |
+ This is a legacy tag that was used for "Enterprise Starter" plans. |
+
+
+ | Enterprise (legacy) |
+ old-enterprise-0 |
+ This is a legacy tag that was used for Enterprise plans. |
+
+
+ | Team (legacy) |
+ team-0 |
+ Until 4.0 this was used for customers on a deprecated Team plan. |
+
+
+ | Enterprise (legacy) |
+ enterprise-0 |
+ Until 4.0 used for our legacy Enterprise pricing plan; required each feature to be tagged separately. |
+
+
+ | Business (legacy) |
+ business-0 |
+ In our 4.0 release this was used for a legacy business plan that's no longer active. |
+
+
+ | Enterprise Extension (legacy) |
+ enterprise-extension |
+ In 4.4.2 release some customers required an extended trial. This was used for those situations but is no longer active. |
+
+
+ | Free (legacy) |
+ free-0 |
+ For legacy Free plan (until 4.5) customers, for which we need to generate a license to keep them using the existing feature set |
+
+
+
+#### Legacy feature tags
+
+Below are old, legacy feature tags that you may encounter. These are now handled at the plan level.
+
+
+
+ | Legacy Feature |
+ Legacy Tag |
+ Description |
+
+
+ | Airgapped |
+ allow-air-gapped |
+ For licenses where periodic license verification is not required and pings are not sent back to sourcegraph.com. This is essential for customers that run Sourcegraph in an air-gapped environment without an external internet connection. NOTE: This is included in the `enterprise-air-gap-0` plan. , this tag is not required as it is included in the plan. Prefer selecting the `enterprise-air-gap-0` plan instead of adding the tag. |
+
+
+ | PLG Cloud Trial |
+ plg-trial |
+ Previously we allowed users to sign up for a free trial of Sourcegraph via signup.sourcegraph.com. This is deprecated. |
+
+ Monitoring |
+ monitoring |
+ Added support for running Grafana monitoring. **DEPRECATED as of Sourcegraph 5.0** |
+
+
+ | ACLS |
+ acls |
+ For background permissions syncing from the code host (now included on plans by default). |
+
+ Batch Changes |
+ batch-changes |
+ For unlimited access to the batch changes (now included on plans by default). |
+
+
+ Code Insights |
+ code-insights |
+ For unlimited access to the code insights (now included on plans by default). |
+
+
+ Private Extension Registry |
+ private-extension-registry |
+ Allows for a private Extension registry (now included on plans by default). |
+
+
+ Remote Extensions |
+ remote-extensions-allow-disallow |
+ Allows the admin to enable / disable remote extensions (now included on plans by default). |
+
+
+
+## License Management Processes
+
+### Prospective Customer Trials
+
+For a new Sales-led trial, you'll need to create a _new_ subscription that will be used only for the trial period. (Follow the instructions for [issuing a new license](create-new-license.md) from start to finish.).
+
+A note on Sales-led cloud (managed instance) trials: as part of the [Managed Instance creation process](../../../cloud/trial_mi.md#trial-managed-instance-creation-flow-manual), the CE should create a license key for the new instance and submit it with the GH issue request.
+
+### Converting a Prospect to a New Customer
+
+When a prospect converts to a customer, you will need to create a _new_ subscription; **do not** reuse the trial subscription. Follow the instructions for [issuing a new license](create-new-license.md) from start to finish. This is to ensure data accuracy for the Sales Ops team. Importantly, the Opportunity ID, Subscription ID and expiration need to match what's in Salesforce and the contract.
+
+### Handling renewals or upgrades
If an existing company or customer needs a new license key for any reason (e.g., they purchase more seats, they upgrade product tiers, or they simply renew), the TA will add a new license key to the _existing_ subscription. In that circumstance, do not click **Create a product subscription**; find the existing subscription on that page and then once viewing it, click **Generate new license manually**.
@@ -81,7 +261,7 @@ In most circumstances, license keys match the renewal dates on an account contra
3. Follow the process below for generating a renewal license key. Unless otherwise noted during Step 1, use the same exact tags and user count as the existing key (make sure to comma separate each tag) and use the `"Active Contract Period End"` as the expiration date.
4. Send the new license key to the customer (follow the process outlined below).
-## Revoking an active license
+### Revoking an active license
In extreme circumstances, it may be required to revoke a customer's active Sourcegraph license. This will mark the license as invalid on Sourcegraph.com, and license verification checks from the customer's Sourcegraph instance will fail, ultimately disabling all Sourcegraph Enterprise features.
@@ -93,9 +273,11 @@ To revoke an active license, follow these steps:
The next time the customer's instance performs a license verification check, the verification will fail and the customer's Enterprise features will be disabled.
-> [!NOTE] This will not work on special licenses with the `allow-air-gapped` tag, or the `enterprise-air-gap-0` plan, as these licenses do not execute verification checks.
+> [!NOTE] This will not work on special licenses with the `enterprise-air-gap-0` plan, as these licenses do not execute verification checks.
+
+## License Policies
-## License Key Sharing Policy
+### License Key Sharing Policy
Within Sourcegraph we use 1Password for managing our credentials, including license keys. Follow these steps for safely sharing licensing credentials with customers.
@@ -104,78 +286,10 @@ Within Sourcegraph we use 1Password for managing our credentials, including lice
3. Go to the newly created record and click Share. A prompt will be displayed with sharing options. Set the link to expire after 7 days, make it available only to some people, check the box for "Can be viewed only 1 time per person", and enter the admin's email address. Click Get Link to Share.
4. Copy the private link that is generated and send to the admin. (Note: they must verify their email address to access the link).
-## Out of Contract License Extensions
-
-In select circumstances, such as a bridge extension being requested due to the renewal process not aligning with license expiration, Sales must receive approval from the VP of Finance and VP of Sales to issue a licensing exception. This approval is granted via request in #deal-desk. If an AE requests a deviation from their contract licensing terms, please validate that the necessary approvals have been granted _before_ making any changes to a customers' license key.
-
-### Plans
-
-Below is a list of supported plans:
-
-- `enterprise-air-gap-0` (from 5.1 onwards) for Enterprise customers that need to run Sourcegraph in an air-gapped environment
-- `enterprise-1` (from 4.0 onwards) for Enterprise customers, `code-insights` and `batch-changes` included
- > [!NOTE] this should be the **default** plan for most of the enterprise customers.
-- `enterprise-0` (until 4.0) for Enterprise customers, features above only included if tags of same name are added
-- `business-0` for Business customers, `code-insights` and `batch-changes` included
-- `team-0` (until 4.0) for a handful of customers on the Team plan
-- `free-0` for legacy Free plan (until 4.5) customers, for which we need to generate a license to keep them using the existing feature set
-- `free-1` for new Free plan (from 4.5 onwards). We should not generate licenses with this plan
- at the moment, because it is automatically assigned when no license key is given
-
-### License key tags
-
-The tags that relate to license itself (you might need to add these to the license, depending on the customer contract)
-
-- `true-up` to allow the company to go over the user limit on the license. No tag is needed for hard cap.
-- `mau` to indicate that the company is on a monthly usage-based billing model.
- > [!NOTE] For any MAU-based customers, the `true-up` tag must also be added as we do not have the ability to hard-cap MAU-based plans.
-- `trial` to show an indicate in Sourcegraph that the company is on a trial.
-- `plg-trial` to indicate that a Cloud trial managed instance has been requested through signup.sourcegraph.com.
-- `dev` for internal developer licenses
-- `internal` for licenses used for internal sites (dotcom, k8s, etc.)
-- `allow-air-gapped` for licenses where periodic license verification is not required and pings are not sent back to sourcegraph.com. This is essential for customers that run Sourcegraph in an air-gapped environment without an external internet connection. For the `enterprise-air-gap-0` plan, this tag is not required as it is included in the plan. Prefer selecting the `enterprise-air-gap-0` plan instead of adding the tag.
-
-> [!NOTE] most of the new license plans already have all the features needed encoded in the plan, so adding additional feature tags might not be necessary at all.
-
-Feature override tags are listed below. These tags enable specific features on top of what the license plan allows:
-
-- `acls` for repository permissions from the code host.
-- `batch-changes` for unlimited Batch Changes (formerly `campaigns`).
-- `code-insights` for unlimited Code Insights.
-- `private-extension-registry` to allow for a private Extension registry.
-- `remote-extensions-allow-disallow` to allow for the admin to enable/disable remote extensions.
-- `monitoring` - Adds support for running Grafana monitoring. **DEPRECATED as of Sourcegraph 5.0**
-
-Example license key tags:
-
-- **Enterprise Licenses**: usually no need to add additional tags for Sourcegraph 5.0+
-
- - Optionally add `true-up`, `mau`, `trial` based on the context of the license.
- - `batch-changes` and `code-insights` tags should only be added to legacy `enterprise-0` plan or other plans that do not automatically add the feature. `enterprise-1` plan alreadty contains both.
- - `monitoring` tag should only be added for instances on version 4.x and lower.
-
-- **Non-enterprise Licenses**: these depend on the contract & specified features.
-
- > [!NOTE] **only add** `batch-changes` and `code-insights` tags if the contract specifies **unlimited usage** of these features.
-
-- **Teams Licenses**: Only applicable for team license renewals. Add `plan:team-0`,`acls`,`monitoring`, plus the customer name, to all Teams licenses.
-
-See our [Sourcegraph License Builder](https://docs.google.com/spreadsheets/d/1F7ifjLEiFi86JOLXeT7U_BuhC-gFAtFH3ol3zFYtPyg/edit#gid=0) for more information or help compiling the correct license tag values.
-
-#### Legacy tags
-
-We used to tag each license with the customer name. Since the form to create licenses was revamped, we expect the customer tag to be in the format of `customer:customer-name`. However this tag is now autogenerated from the form, if the customer name is filled in. No need to fill it in manually as a tag anymore.
-
-Similarly, we now add a tag for the license subscription plan automatically, no need to specify that as a tag anymore.
-
-The `enterprise` tag is a legacy tag that should not be used anymore. It gives access to all features, including `batch-changes`. Similarly, a license with no `plan:` tag (no `plan:team-0`, `plan:enterprise-1`) allows access to all features.
-
-`plan:enterprise-0` represents our legacy enterprise pricing plan. `plan:enterprise-1` was launched in with [Sourcegraph 4.0](https://about.sourcegraph.com/pricing).
-
-These tags are supported but not currently saleable: - `branding`: Whether custom branding of this Sourcegraph instance has been purchased. - `backup-and-restore`: Whether builtin backup and restore on this Sourcegraph instance has been purchased.
+### Out of Contract License Extensions
-If no `plan:*` tag is supplied, the license will be treated as legacy enterprise tier which has unlimited access to all features.
+In select circumstances, such as a bridge extension being requested due to the renewal process not aligning with license expiration, Sales **must receive approval from the VP of Finance and VP of Sales to issue a licensing exception**. This approval is granted via request in #deal-desk. If an AE requests a deviation from their contract licensing terms, please validate that the necessary approvals have been granted _before_ making any changes to a customers' license key.
## Internal licensing FAQ
-In case you have a question regarding licensing that is not discussed on this page, check if it is answered in the [internal licensing FAQ](https://docs.google.com/document/d/1xzlkJd3HXGLzB67N7o-9T1s1YXhc1LeGDdJyKDyqfbI).
+In case you have a question regarding licensing that is not discussed on this page, check if it is answered in the [internal licensing FAQ](https://docs.google.com/document/d/1xzlkJd3HXGLzB67N7o-9T1s1YXhc1LeGDdJyKDyqfbI). Or direct questions to the #licenses channel in slack.
diff --git a/content/departments/technical-success/ce/team-culture/working-with-customers.md b/content/departments/technical-success/ce/team-culture/working-with-customers.md
index 7a83b5c34d15..708d4b91467e 100644
--- a/content/departments/technical-success/ce/team-culture/working-with-customers.md
+++ b/content/departments/technical-success/ce/team-culture/working-with-customers.md
@@ -105,7 +105,7 @@ CE is responsible for creating tickets on behalf of prospective customers via su
A critical last step in the sales process is to hand off the opportunity to the Technical Advisory (post-sales) team. It's important so that we transfer important context about the deal (goals, needs, expectations, etc) and contacts so that the TA team is able to effectively take the relationship forward.
-The overall process is captured [here](../../ta/team-culture/working-with-customers.md#post-sales-handoff). It's most important that CE knows the process is slightly different depending on the [customer segmentation](../../ta/team-culture/team-norms.md#customer-segmentation) and whether they will be managed by a named, dedicated TA or part of our digital, scaled success program.
+The overall process is captured [here](../../ta/enterprise-success/team-culture/processes.md#post-sales-handoff). It's most important that CE knows the process is slightly different depending on the [customer segmentation](../../ta/index.md#customer-segmentation) and whether they will be managed by a named, dedicated TA or part of our digital, scaled success program.
Need-to-know's for a named TA account:
@@ -117,4 +117,4 @@ Need-to-know's for a named TA account:
Need-to-know's for a digital, scaled success account:
- CE must handle the production license, and if a separate production cloud instance is required, should handle the creation request of that.
-- CE, as part of hand-off, should map the approproiate roles on the contacts in Salesforce. See role definitions [here, step 7](../../ta/team-culture/working-with-customers.md#process-overview).
+- CE, as part of hand-off, should map the appropriate roles on the contacts in Salesforce. See role definitions [here, step 7](../../ta/enterprise-success/team-culture/processes.md#process-overview).
diff --git a/content/departments/technical-success/ta/digital-success/index.md b/content/departments/technical-success/ta/digital-success/index.md
new file mode 100644
index 000000000000..c70f0dbedff4
--- /dev/null
+++ b/content/departments/technical-success/ta/digital-success/index.md
@@ -0,0 +1,45 @@
+# Digital Technical Advisors
+
+## Who we are
+
+Digital Technical Advisors (TA) are Sourcegraph experts focused on leading our customers to successful outcomes through a primarily digitally nurtured journey. We seek to deliver a consistent engagement experience to customers rooted in supporting and enabling them based on their unique usage and needs. We also strive to help our customers maximize their return on investment (ROI) by continuously monitoring the health of our customers and providing them with best practices and helpful tips and tricks to get the most of out Sourcgraph.
+
+## Team KPIs / Measures of Success
+
+We use the following metrics to gauge the effectiveness and success of our team:
+
+- Utilization (Adoption)
+- Consumption (Usage)
+- Retention (Gross Retention)
+- Growth (Net Retention)
+
+### Utilization (Adoption)
+
+We consider healthy adoption/utilization to comprise at least 80% consumption of purchased seats as measured by Monthly Active Users (MAU) / Total Licensed Seats. We aim to get to 80% consumption within the first 60 days of the engagement (after the production environment is established) and maintain at least 80% consumption at all times.
+
+### Consumption (Usage)
+
+TAs seek to educate and enable customer devs to integrate Sourcegraph into their workflows so that they use it multiple times daily. Today, we calculate usage based on a 4-week average lookback of daily active users / last month's monthly active users.
+
+### Retention
+
+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.
+
+### Growth
+
+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 growth with our customers, unlocking more value and capabilities from Sourcegraph within in their teams.
+
+## Team Resources
+
+- [Team Norms](team-culture/team-norms.md)
+- [Digital Success Program Overview](team-culture/digital-success-program.md)
+- [Processes](team-culture/processes.md)
+
+
+
+## How to Reach Us
+
+This team can be engaged in the #discuss-scaled-success channel or via the `@scaled-success` user group in Slack.
diff --git a/content/departments/technical-success/ta/digital-success/team-culture/digital-success-program.md b/content/departments/technical-success/ta/digital-success/team-culture/digital-success-program.md
new file mode 100644
index 000000000000..f517ac980b41
--- /dev/null
+++ b/content/departments/technical-success/ta/digital-success/team-culture/digital-success-program.md
@@ -0,0 +1,8 @@
+## Digital Scaled Success Program Overview
+
+Our Digital Scaled Success program services our customers who do not qualify for a named, dedicated TA (managed) through a tech-nurtured approach based on their use of Sourcegraph by delivering tailored, consistent communication & enablement to meet their needs, support them, and ensure they have a positive experience.
+
+We are utilizing Vitally to monitor all customers and send all communications. We seek to align the Scaled Success Customer Lifecycle to our overall customer journey as closely as possible.
+
+You can view our current program across the customer lifecycle below:
+
diff --git a/content/departments/technical-success/ta/digital-success/team-culture/processes.md b/content/departments/technical-success/ta/digital-success/team-culture/processes.md
new file mode 100644
index 000000000000..74700b002fe7
--- /dev/null
+++ b/content/departments/technical-success/ta/digital-success/team-culture/processes.md
@@ -0,0 +1,5 @@
+# TA Processes
+
+Processes exist to ensure consistent practices amongst teams. Processes that the TA team either drives or heavily contributes to are outlined below.
+
+WIP!
diff --git a/content/departments/technical-success/ta/digital-success/team-culture/team-norms.md b/content/departments/technical-success/ta/digital-success/team-culture/team-norms.md
new file mode 100644
index 000000000000..f357ff684124
--- /dev/null
+++ b/content/departments/technical-success/ta/digital-success/team-culture/team-norms.md
@@ -0,0 +1,39 @@
+# Team Norms
+
+This page contains information around our established team norms such as tooling and meetings for the Digital TA team.
+
+## Tooling
+
+### Vitally
+
+We use Vitally to stay organized internally around our customers. This is the central tool and source of truth for TAs across their customers and book of business. TAs should use Vitally to plan and organize their strategy and activities across their customers. All of our digital programming happens based on data and usage tracked in Vitally.
+
+### Notion
+
+We use Notion for tracking our priorities and workstreams within the Digital TA team.
+
+### Salesforce
+
+As the Sales system of record, we use Salesforce (and the data we bring into Vitally from Salesforce) as the source of contractual information such as revenue, licensing, and renewal & expansion opportunities.
+
+### Looker
+
+Looker is our product analytics tool that allows for deep inspection and analysis around customer utilization and consumption. While a subset of this information is synced into Vitally, a lot of data lives in Looker.
+
+## Recurring Team Meetings
+
+Team meetings are held weekly on Monday's where we plan our work for the week.
+
+## OOO Protocols
+
+Prior to taking time off, TAs should:
+
+1. [Log time off request in Deel PTO](../../../../../benefits-pay-perks/benefits-perks/time-off/index.md)
+2. Work with their manager and peers to create a coverage plan. The coverage plan should highlight any accounts that:
+ - Are renewing during the OOO period. These should have any pending action items resolved
+ - Are unhealthy and have active Lighthouse Program Save plans
+ - Are active on customer Slack channels and have open Support Tickets
+3. Share the OOO coverage plan with the relevant account teams like AE, CE, IE, etc
+4. Reschedule any upcoming customer syncs with champions or stakeholders, keeping the AE informed
+5. Notify their customers through the appropriate channels of their upcoming OOO
+6. Update their Slack status accordingly with OOO dates indicated
diff --git a/content/departments/technical-success/ta/career-growth/ta-career-development.md b/content/departments/technical-success/ta/enterprise-success/career-growth/ta-career-development.md
similarity index 100%
rename from content/departments/technical-success/ta/career-growth/ta-career-development.md
rename to content/departments/technical-success/ta/enterprise-success/career-growth/ta-career-development.md
diff --git a/content/departments/technical-success/ta/career-growth/tamgr-candidates-internal.md b/content/departments/technical-success/ta/enterprise-success/career-growth/tamgr-candidates-internal.md
similarity index 68%
rename from content/departments/technical-success/ta/career-growth/tamgr-candidates-internal.md
rename to content/departments/technical-success/ta/enterprise-success/career-growth/tamgr-candidates-internal.md
index f1d2e6c9e7d6..9010042e91b6 100644
--- a/content/departments/technical-success/ta/career-growth/tamgr-candidates-internal.md
+++ b/content/departments/technical-success/ta/enterprise-success/career-growth/tamgr-candidates-internal.md
@@ -1,11 +1,11 @@
# TA Manager Interview Process for Internal Candidates
-The guidelines here are based on Sourcegraph’s [existing guidelines around our internal transfer process](../../../../company-info-and-process/working-at-sourcegraph/switching-teams.md) with additional requirements specific to the Customer Engineering & Support organization.
+The guidelines here are based on Sourcegraph’s [existing guidelines around our internal transfer process](../../../../../company-info-and-process/working-at-sourcegraph/switching-teams.md) with additional requirements specific to the Customer Engineering & Support organization.
## Role Transfer/Promotion Requirements for Internal Candidates
1. Approval from the candidate’s direct manager on performance and values alignment. This should include at least 2 consecutive quarters (6 months minimum) of proven demonstration of performance at current level in current role.
-1. While Sourcegraph is an [all-remote company](../../../../company-info-and-process/remote/index.md#all-remote), it’s important that, due to the customer-facing nature of the team, the manager’s availability aligns with the teammates they manage. As such, internal candidates for management roles will need to have appropriate geographic alignment to be considered for a position.
+1. While Sourcegraph is an [all-remote company](../../../../../company-info-and-process/remote/index.md#all-remote), it’s important that, due to the customer-facing nature of the team, the manager’s availability aligns with the teammates they manage. As such, internal candidates for management roles will need to have appropriate geographic alignment to be considered for a position.
1. Manager roles are either M3 or M4 level roles. Based on Sourcegraph compensation and leveling guidelines, only individuals at the IC3 or higher level are eligible to interview for an M3 or M4 position.
1. Any exception to these requirements will be on a ‘needs of the business’ basis and require VP approval before interviewing.
@@ -13,17 +13,17 @@ The guidelines here are based on Sourcegraph’s [existing guidelines around our
All candidates (internal or external) will need to complete the same set of interviews for open manager roles. This provides for fairness and consistency for all candidates. As internal candidates have already completed the Sourcegraph Values Interview, they will be granted an exception and not need to complete that step a second time.
-### [Hiring Manager Interview](../../../people-talent/talent/process/types_of_interviews.md#hiring-manager-screen)
+### [Hiring Manager Interview](../../../../people-talent/talent/process/types_of_interviews.md#hiring-manager-screen)
- This interview will be with the hiring manager.
- For internal candidates who do not have formal management experience, the focus will be on relevant experience they have had as a peer, heading a project or working on rolling out initiatives within a team or organization. The candidate will also be asked to respond as to what their approach might be in certain situations, not on actual experience in those situations.
- Major areas of focus: management style, building relationships with direct reports, and post-sales experience.
-### [Cross Functional Leader Interview](../../../people-talent/talent/process/types_of_interviews.md#cross-functional-collaboration-with-a-peer)
+### [Cross Functional Leader Interview](../../../../people-talent/talent/process/types_of_interviews.md#cross-functional-collaboration-with-a-peer)
- This interview focuses on your ability to build and maintain strong relationships cross-functionally, how to communicate, manage change and overcome challenges between and among teams, and how to jointly manage the business.
- Major areas of focus: building relationships, process and alignment with other teams, and communicating and handling escalations between teams.
-### [Sourcegraph Values Interview](../../../people-talent/talent/process/evaluating_values.md)
+### [Sourcegraph Values Interview](../../../../people-talent/talent/process/evaluating_values.md)
- Not applicable for internal candidates.
diff --git a/content/departments/technical-success/ta/enterprise-success/index.md b/content/departments/technical-success/ta/enterprise-success/index.md
new file mode 100644
index 000000000000..1afb1a7d12b7
--- /dev/null
+++ b/content/departments/technical-success/ta/enterprise-success/index.md
@@ -0,0 +1,61 @@
+# Enterprise & Strategic Technical Advisors
+
+## Who we are
+
+Enterprise & Strategic Technical Advisors (TA) are specialized technical experts focused on our customers' experience and relationships post-sales. We seek to deliver a consistent engagement experience to customers rooted in providing value to them such that they achieve their desired positive business outcomes within their business using our platform and products. We seek to reduce time to initial customer value by training and enabling our dev end users to use and integrate Sourcegraph into their workflows. We also strive to help our customers maximize their return on investment (ROI) and do so by continuously monitoring the health of our customers, becoming trusted advisors to them on all matters related to Sourcegraph and engineering, and building out the tools and processes internally to do this job as effectively as possible. We are responsible for ensuring that customers achieve their success metrics and continue to find new valuable use cases for Sourcegraph.
+
+## What is an Enterprise TA at Sourcegraph?
+
+Across the customer lifecycle, TAs are primarily accountable for the following:
+
+- Customer onboarding & adoption: At contract signature, Sales and Customer Engineering (pre-sales) transition the relationship to the TA team to onboard the customer to Sourcegraph, including their tech and initial set of users. We're successful when we have helped the customer activate their initial set of use cases.
+- Achieving positive outcomes: we are successful when our customers are realizing the expected value and achieving positive outcomes that are additive to their devs and business.
+- Account expansion: while we seek to first deliver on our promises and commitments to our customers, a deep partnership and trust enables us to uncover and provide thought leadership around additional capabilities that can provide greater outcomes to our customers.
+- Customer advocacy: throughout our partnership, TAs serve as steadfast advocates on behalf of our customers by raising their needs and desires to our Product teams.
+
+## Team KPIs / Measures of Success
+
+We use the following metrics to gauge the effectiveness and success of our team:
+
+- Utilization (Adoption)
+- Consumption (Usage)
+- Retention (Gross Retention)
+- Growth (Net Retention)
+- Value Realization
+
+### Utilization (Adoption)
+
+We consider healthy adoption/utilization to comprise at least 80% consumption of purchased seats as measured by Monthly Active Users (MAU) / Total Licensed Seats. We aim to get to 80% consumption within the first 60 days of the engagement (after the production environment is established) and maintain at least 80% consumption at all times.
+
+### Consumption (Usage)
+
+TAs seek to educate and enable customer devs to integrate Sourcegraph into their workflows so that they use it multiple times daily. Today, we calculate usage based on a 4-week average lookback of daily active users / last month's monthly active users.
+
+### Retention
+
+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.
+
+### Growth
+
+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 growth with our customers, unlocking more value and capabilities from Sourcegraph within in their teams.
+
+### Value Realization
+
+TAs are invested in understanding our customer's business objectives to best map how our platform and products can empower our customers to meet and beat these objectives. We constantly monitor how the value of our offering is realized against the customer's business objectives.
+
+## Team Resources
+
+- [Team Norms](team-culture/team-norms.md)
+- [Customer Journey](team-culture/customer-journey.md)
+- [Processes](team-culture/processes.md)
+- [Account Management Activities](team-culture/account-management-activities.md)
+- [Playbooks](team-culture/playbooks.md)
+
+## Teammate Onboarding & Development Resources
+
+- [New TA Onboarding](onboarding/ta-onboarding.md)
+- [Career Development](career-growth/ta-career-development.md)
+
+## How to Reach Us
+
+This team can be engaged in the #discuss-technical-advisors channel or via the `@technical-advisors` user group in Slack.
diff --git a/content/departments/technical-success/ta/onboarding/ta-onboarding.md b/content/departments/technical-success/ta/enterprise-success/onboarding/ta-onboarding.md
similarity index 83%
rename from content/departments/technical-success/ta/onboarding/ta-onboarding.md
rename to content/departments/technical-success/ta/enterprise-success/onboarding/ta-onboarding.md
index 4369a863123c..f59bae23c05d 100644
--- a/content/departments/technical-success/ta/onboarding/ta-onboarding.md
+++ b/content/departments/technical-success/ta/enterprise-success/onboarding/ta-onboarding.md
@@ -1,6 +1,6 @@
# Technical Advisor Onboarding
-Welcome to Sourcegraph—we're VERY excited to have you on the Technical Advisory team! This page describes the onboarding philosophy and process for new Technical Advisors as they onboarding, and outlines expectations and [goals of onboarding](#high-level-onboarding-overview) as well as what success looks like [30 / 60 / 90](#30-60-90-day-plan) days in.
+Welcome to Sourcegraph—we're VERY excited to have you on the Technical Advisory team! This page describes the onboarding philosophy and process for new Technical Advisors as they onboarding, and outlines expectations and [goals of onboarding](#high-level-onboarding-overview).
## Company-wide and Technical Advisor-specific Onboarding
@@ -12,7 +12,7 @@ As a company, we use [Process.st](https://app.process.st/reports/) to guide each
### Onboarding Support
-Each new TA is paired with two individuals during their onboarding time: an [onboarding buddy](../../../people-talent/buddy-program.md) and an onboarding mentor within the TS Organization. Your onboarding buddy is assigned as part of our company-wide onboarding program. For the TA team, this will be a peer from an adjacent team with whom you'll work closely. Your onboarding mentor will be someone from the TA team with whom you'll have regular check-ins and will be there to help guide you. Both of these assignments will be indicated in your Process.st checklist.
+Each new TA is paired with two individuals during their onboarding time: an [onboarding buddy](../../../../people-talent/buddy-program.md) and an onboarding mentor within the TS Organization. Your onboarding buddy is assigned as part of our company-wide onboarding program. For the TA team, this will be a peer from an adjacent team with whom you'll work closely. Your onboarding mentor will be someone from the TA team with whom you'll have regular check-ins and will be there to help guide you. Both of these assignments will be indicated in your Process.st checklist.
## High-level Onboarding Overview
@@ -45,7 +45,7 @@ Below are the goals and expectations for each week of your onboarding.
### Week 5 Goals:
-- Begin working towards [Demo Certification](#ce-demo-certification). It's important that anyone is able to do a demo because we might receive this request from a new face at any point in time.
+- Begin working towards [Demo Certification](#demo-certification). It's important that anyone is able to do a demo because we might receive this request from a new face at any point in time.
- Check-in with your manager on your experience and near-term goals
- Plan your initial book of business with your manager and begin introductions (your onboarding mentor or another teammate will shadow you as the first few times as you get the hang of the role)
diff --git a/content/departments/technical-success/ta/ta-playbooks/ta-cadence.md b/content/departments/technical-success/ta/enterprise-success/ta-playbooks/ta-cadence.md
similarity index 89%
rename from content/departments/technical-success/ta/ta-playbooks/ta-cadence.md
rename to content/departments/technical-success/ta/enterprise-success/ta-playbooks/ta-cadence.md
index bf2e700f0d33..d5286298e321 100644
--- a/content/departments/technical-success/ta/ta-playbooks/ta-cadence.md
+++ b/content/departments/technical-success/ta/enterprise-success/ta-playbooks/ta-cadence.md
@@ -19,7 +19,7 @@
#### 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.
-- As requests come in from customers make sure you [surface feedback to the product team](../../../product/process/feedback/surfacing_product_feedback.md)
+- As requests come in from customers make sure you [surface feedback to the product team](../../../../product/process/feedback/surfacing_product_feedback.md)
#### Customer slack channel communication
@@ -35,7 +35,7 @@
#### Account Risk
-- [Lighthouse](../team-culture/working-with-customers.md#sts=Lighthouse%20Program)
+- [Lighthouse](../team-culture/processes.md#lighthouse-program)
#### Vitally Traits
@@ -63,12 +63,12 @@
- Happen on the second week of every month. 30 minute sessions.
- Attendees: TA, TA Director and TS VP.
-- Goal: monthly checkpoint to review the "Top 3" accounts for a TA based on the [Account Success Planning](../team-culture/working-with-customers.md#success-plans).
+- Goal: monthly checkpoint to review the "Top 3" accounts for a TA based on the [Account Success Planning](../team-culture/processes.md#success-plans)
- "Top 3" account criteria: Top ARR spend, renewing in the CFQ (Current Fiscal Quarter), accounts with expansion opportunities.
- Agenda:
1. (5 mins) [Customer Health Metrics Review](https://sourcegraph.vitally.io/hubs/c6b472f7-01b4-45ce-b95b-749b9a4d1f24/7fa20112-4023-47a2-8a44-50d1179b0d03)
2. (15 minutes) Top 3 accounts review; 5 minutes per account.
- 3. (5 minutes) Asks for the businesss: TA asks for help to remove blockers and expedite execution of the Account Success Plan goals.
+ 3. (5 minutes) Asks for the business: TA asks for help to remove blockers and expedite execution of the Account Success Plan goals.
### External
@@ -90,13 +90,13 @@
### External
-- [CBRs (Customer Buisness Reviews)](../team-culture/working-with-customers.md#cbrs)
+- [CBRs (Customer Buisness Reviews)](../team-culture/account-management-activities.md#cbrs)
## As Needed, Ad-Hoc
### New Customers
-- [Post-sales handoff](../team-culture/working-with-customers.md#post-sales-handoff)
+- [Post-sales handoff](../team-culture/processes.md#post-sales-handoff)
### Account Transitions
diff --git a/content/departments/technical-success/ta/ta-playbooks/ta-scenarios.md b/content/departments/technical-success/ta/enterprise-success/ta-playbooks/ta-scenarios.md
similarity index 81%
rename from content/departments/technical-success/ta/ta-playbooks/ta-scenarios.md
rename to content/departments/technical-success/ta/enterprise-success/ta-playbooks/ta-scenarios.md
index 3ccb1fd18934..8caf026d6e69 100644
--- a/content/departments/technical-success/ta/ta-playbooks/ta-scenarios.md
+++ b/content/departments/technical-success/ta/enterprise-success/ta-playbooks/ta-scenarios.md
@@ -15,7 +15,7 @@
## My customer is renewing in the next six months, and their health score in Vitally is either Red or Yellow:
-- Account will be flagged into a [Red](../team-culture/working-with-customers.md#red-accounts)/Yellow Renewals Review process for extra help and attention.
+- Account will be flagged into the [Lighthouse Program](../team-culture/processes.md#lighthouse-program) for extra help and attention.
## My customer is renewing in the next 180 days:
@@ -32,10 +32,10 @@
- Review the traits that make up the health score
- Going to the account and expanding the health sections will tell you which traits are causing the issues
- TA Pulse - This is how you feel about the account, if you are concerned about other dashboard metrics, take corrective action. If you feel there is risk, take preventative measures
- - Tehcnical Health - To encourage customers to configure precise code intelligence and upgrade to the latest version it takes personal skills. Champions are contacts who will help you get things done and it is important to understand what motivates these people to help ensure that deployments are regularly updated and fully configured
+ - Technical Health - To encourage customers to configure precise code intelligence and upgrade to the latest version it takes personal skills. Champions are contacts who will help you get things done and it is important to understand what motivates these people to help ensure that deployments are regularly updated and fully configured
- Relationships & Engagement - It is important to maintain a champion and communication with each customer. Ensure that you have good channels of communication with our point of contact at each customer and that we are helping them achieve their goals so that they continue to advocate for Sourcegraph.
- - Utilzation - The amount of people that use Sourcegraph is dependant on the level of friction we see at with customer. It is important that customers have access to the latest and greatest features of Sourcegraph to promote stickyness, ease of use, and interest to minimize friction. This comes from ensuring that their deployment is up to date, fully configured and end users have been trained on it along side understanding how it fits in to their existing workflows and use cases and priorities the orgnaization has as a whole.
-- These traits are explained in more detail [here](../team-culture/working-with-customers.md#customer-health)
+ - Utilization - The amount of people that use Sourcegraph is dependant on the level of friction we see at with customer. It is important that customers have access to the latest and greatest features of Sourcegraph to promote stickiness, ease of use, and interest to minimize friction. This comes from ensuring that their deployment is up to date, fully configured and end users have been trained on it along side understanding how it fits in to their existing workflows and use cases and priorities the organization has as a whole.
+- These traits are explained in more detail [here](../team-culture/account-management-activities.md#customer-health).
## My customer has a low TA Pulse:
@@ -49,20 +49,20 @@
- Ensure they are aware of multi-version upgrades.
- Evaluate the deployment and see if they are set up for long-term success. A deployment change might be useful based on our updated methods.
- Relay the benefits of precise code intelligence and understand any barriers to deploying executors.
-- Reach out to Implementation Engieering for support with upgrading/deploying executors.
+- Reach out to Implementation Engineering for support with upgrading/deploying executors.
- Sync with the AE and evaluate if a switch to Cloud makes sense.
## My customer does not have an active champion:
- Customers as of Jan 1, 2023 without an active champion have been identified and are being paired with exec sponsors to help reengage.
-- If a customer falls into this category after the fact, mark the customer as a [Red Account](../team-culture/working-with-customers.md#red-accounts) via the Account - Red Account? trait on the Vitally account. This will trigger a thread in #red-accounts so that we can strategize on a plan to identify and build new champions.
-- Champions are customer points of contact who will advocate on behalf of sourcegraph. To build champions it is important to understand what an indivduals goal with sourcegraph might be, and help them realize it. If you are able to make a customer contact successful they will be more likely to help you achieve your goals with that company.
+- If a customer falls into this category after the fact, mark the customer for inclusion in the [Lighthouse Program](../team-culture/processes.md#lighthouse-program).
+- Champions are customer points of contact who will advocate on behalf of Sourcegraph. To build champions it is important to understand what an individual goal with Sourcegraph might be, and help them realize it. If you are able to make a customer contact successful they will be more likely to help you achieve your goals with that company.
## My customer does not have an active buyer that we have access to:
- Sync as an account team and escalate as needed to get Sourcegraph exec help rebuilding that connection.
- Work with your champion to collect internal wins that came from using Sourcegraph along with feedback.
-- Create a [QBR](../team-culture/working-with-customers.md#qbrs) style presentation for your champion showing that value so that they can present Sourcegraph internally and gain support for their initiatives.
+- Create a [CBR](../team-culture/account-management-activities.md#cbrs) style presentation for your champion showing that value so that they can present Sourcegraph internally and gain support for their initiatives.
## My customer has not been contacted in X number of days:
@@ -72,7 +72,7 @@
- \*\* Usage Score is DAU/MAU, weighted based on customer tenure, along a scale from 0-100. Technical health score is calculated monthly on the first of the month, using data from the previous month. So we calculated scores on Dec 1 for the month of November. DAU is an average of the daily active users for the month of November. MAU is the total MAUs for the month of November.
- Usage Score is a direct reflection of how active the MAU’s are. You could have 100% MAU / Seats but if everyone only logged in once, your Usage Score would be low.
-- Dig into the customer's day to day activies. Build out an org chart to identify all the teams using sourcegraph and what they specifically do in the engineering or. With this information you will be able to help understand where sourcegraph can help in achieveing their KPIs and help developers add Sourcegraph to their daily workflows
+- Dig into the customer's day to day activities. Build out an org chart to identify all the teams using sourcegraph and what they specifically do in the engineering or. With this information you will be able to help understand where sourcegraph can help in achieving their KPIs and help developers add Sourcegraph to their daily workflows
- This is more of a responsive approach (You can use Batch Changes to help with any migrations, do you have any migrations coming up? Vs. “We’re working through a project now where we need to upgrade our terraform packages across teams.”)
- Listen and advise. -->
@@ -82,7 +82,7 @@
- Being too many versions behind might have led to a bad user experience for the customer end users.
- Not having precise code intelligence configured could lead to a bad code intelligence user experience.
- Lacking a champion might mean Sourcegraph is not being vocalized internally
-- Low usage score might mean we do not have enough power users to evanglize Sourcegraph internally. The more people who use Sourcegraph regularly, the easier it will be to see big customer wins and spread naturally.
+- Low usage score might mean we do not have enough power users to evangelize Sourcegraph internally. The more people who use Sourcegraph regularly, the easier it will be to see big customer wins and spread naturally.
## Low Utilization
diff --git a/content/departments/technical-success/ta/enterprise-success/team-culture/account-management-activities.md b/content/departments/technical-success/ta/enterprise-success/team-culture/account-management-activities.md
new file mode 100644
index 000000000000..100d16883bda
--- /dev/null
+++ b/content/departments/technical-success/ta/enterprise-success/team-culture/account-management-activities.md
@@ -0,0 +1,111 @@
+# Account Management Activities
+
+This page contains an overview of various account management activities that TAs should pay attention to.
+
+- [Customer Health](#customer-health)
+- [Customer Data & Analytics](#customer-and-data-analytics)
+- [Voice of the Customer](#voice-of-the-customer)
+- [Champion Building & Relationship Management](#champion-building--relationship-management)
+- [CBRs](#cbrs)
+- [TA to TA Account Handoff](#ta-to-ta-account-handoff)
+
+---
+
+# Customer Health
+
+A Customer Health Score is used to give us a view into the well-being of our customer base.
+
+Vitally is the tool we use to calculate this score. Vitally will update this score once an hour, but the underlying traits still need to be maintained.
+The customer health score is calculated using the following standard categories:
+
+| Customer Tier | Weight |
+| -------------------------- | ------ |
+| TA Pulse | 5% |
+| Technical Health | 15% |
+| Relationships & Engagement | 25% |
+| Utilization | 55% |
+
+Those categories are made up of the following data points:
+
+**TA Pulse**
+| Trait | Description | Source |
+| ---------------- | ---------------------------------------------- | --- |
+| Relationship - CE Pulse | This is the TA's opinion of the account health. Healthy, Concerning, or Poor | Manually set by TA |
+
+**Technical Health**
+| Trait | Description | Source |
+| ---------------- | ---------------------------------------------- | --- |
+| Last Month Versions Behind | At the end of each calendar month, we look at the version that the instance is currently on compared to the most recent version of Sourcegraph. This is that difference. | Sourcegraph generated (BigQuery) |
+| Precise Intel Status | Whether or not precise code navigation is enabled on at least one language. This is either active or inactive. | Sourcegraph generated (BigQuery) |
+Last 90 Days Defect Tickets | The number of defect support tickets in the last 90 days. Less than 2 is considered healthy, 5 or more is considered poor. | Sourcegraph generated (BigQuery) |
+Last 90 Days Help Tickets | The number of questions or general help support tickets in the last 90 days. Less than 10 is considered healthy, 15 or more is considered poor. | Sourcegraph generated (BigQuery) |
+
+**Relationships & Engagements**
+| Trait | Description | Source |
+| ---------------- | ---------------------------------------------- | --- |
+| Relationship - Active Champion? | This trait indicates that we have an [active champion](#champion-building--relationship-management) built inside the customer. | Manually set by TA |
+| Relationship - Access to buyer? | This trait indicates that we currently have a line of communication to the buyer of Sourcegraph or the buyer for the renewal. | Manually set by TA |
+| Last Activity | Looks at last contact as logged in by Salesforce. 14 or less days is considered healthy, 30 or more days of inactivity is considered poor. | Salesforce |
+
+**Utilization**
+| Trait | Description | Source |
+| ---------------- | ---------------------------------------------- | --- |
+| Usage Score (Last 4 Wk DAU / Last Month MAU) | This looks at the rolling 4 week average of daily active users over last month's monthly active users. 30% or higher (.3) is considered healthy, 20% or less is considered poor (.2). | Sourcegraph generated (BigQuery) |
+| Last Month Mau Over Seats | At the end of each calendar month we look at the Monthly Active Users of an instance for that month. We then divide that by the number of seats they have purchased. 80% is considered healthy (.8), less than 50% (.5) is considered poor. | Sourcegraph generated (BigQuery) |
+
+# Voice of the Customer
+
+A key role we play for our customers is serving as an advocate on their behalf back to internal product teams. As requests or feedback is shared from our customers, we share that with our product teams serving as a liaison on the customers' behalf. We do so by logging their feedback in Salesforce on the [Product Feedback Dashboard](https://sourcegraph2020.lightning.force.com/lightning/r/Dashboard/01Z5b0000015UGhEAM/view?queryScope=userFolders).
+
+# Account Management
+
+As TAs we are responsible for the technical success of our customers. Post-sales we nurture these relationships and manage the accounts by paying attention to customer health metrics. Usage, adoption, and customer sentiment are important indicators that we monitor and address. It is recommended that TAs routinely monitor this to keep a pulse on customer metrics. There is also a link to this from the Salesforce Account record.
+
+## Customer and Data Analytics
+
+Looker is our source for customer data & analytics. Two key dashboards we use are:
+
+- [Customer Health TS Dashboard](https://sourcegraph.looker.com/dashboards/484)
+- [Instance Overview Dashboard](https://sourcegraph.looker.com/dashboards/409?Account+name=Apex+Clearing+Corp&Installer+email=))
+
+## 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](https://docs.google.com/presentation/d/1RPqSkCgKU0za85fe2QCOuhlzoy6a2fJBlRgZbbz6ceU/edit#slide=id.g1eeb416435b_0_56) and on [Highspot](https://sourcegraph.highspot.com/).
+
+## CBRs
+
+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 Customer Business Reviews (CBRs). 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 CBRs with close input from internal team members such as Sales.
+
+The format of CBRs is as follows:
+
+- Intros
+- Business Strategy & Key Initiatives
+- Previous Progress & Outcomes
+- Usage Summary
+- Value Realization & Maturity Model
+- Product Roadmap & Feedback
+- Next Steps
+
+[(Deck)](https://docs.google.com/presentation/d/1H0Hefg-0KZJejhmR5o-oks7TcruW3g4v0xP8CgdK7Fc/edit?usp=sharing)
+
+## 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](https://sourcegraph.vitally.io/settings/templates/docs/897ed501-2e7c-42c8-a359-6b8513bf5d9e) and complete all the information required in the placeholders.
+2. Inform the TA manager upon completing the [TA to TA Account Handoff template](https://sourcegraph.vitally.io/settings/templates/docs/897ed501-2e7c-42c8-a359-6b8513bf5d9e).
+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](https://sourcegraph.vitally.io/settings/templates/docs/897ed501-2e7c-42c8-a359-6b8513bf5d9e) 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](https://docs.google.com/document/d/1yM0k8zt1xRIawkAPLyIqTH57ZsfcxgJFEb_ScguzAWk/edit#bookmark=id.qoc9l1gl4bt6).
diff --git a/content/departments/technical-success/ta/enterprise-success/team-culture/customer-journey.md b/content/departments/technical-success/ta/enterprise-success/team-culture/customer-journey.md
new file mode 100644
index 000000000000..3a32a5c5e8f9
--- /dev/null
+++ b/content/departments/technical-success/ta/enterprise-success/team-culture/customer-journey.md
@@ -0,0 +1,57 @@
+# Post-Sales Customer Journey
+
+A TA, being a post-sales technical success manager, works with customers in a number of different ways throughout the customer journey. This page captures high-level descriptions of the ways in which we work with and on behalf of our customers. Our customer lifecycle is set and maintained through the Customer Lifecycle Stages playbook in Vitally.
+
+- [Overview](#overview)
+ - [User Onboarding](#user-onboarding)
+ - [Resources](#resources)
+ - [Adoption](#adoption)
+ - [Standard trainings](#standard-trainings)
+ - [Resources](#resources-1)
+
+Our customer lifecycle is set and maintained through the Customer Lifecycle Stages playbook in Vitally.
+
+## Overview
+
+Our customer lifecycle is comprised of the following stages:
+
+- `0. Prospect` - a late-stage new business prospect that is 45- days out from closing. During this phase, CE is handing off and transferring knowledge to TA, if IE will be helping with the production deployment they will begin planning for that, the TA is preparing for partnership kick-off.
+- `1. Onboarding` - when the deal closes, the account enters the [onboarding phase](#user-onboarding) of the lifecycle. Customers remain in this phase for the first 60 days of the partnership. During this time, the team is focused on ensuring their production instance is complete and onboarding end users. The goal is to get to 80% consumption of seats by the end of the first 60 days.
+- `2. Adopting` - after the initial onboarding phase, the account enters the [adoption](#adoption) phase. The focus in this phase is on driving greater consumption and engagement with the product. The team works with the customer to identify and implement best practices & enable on use cases that drive greater adoption and daily use. Customers remain in this phase until they hit our utilization targets of 30% Daily Active Use / Monthly Active Use and 80% Monthly Active Use / Total seats purchased.
+- `3. Nurturing` - once the customer hits their utilization targets, % consumption, they enter the [nurturing phase](#nurture). The focus in this phase shifts to maximizing the value the customer is getting from Sourcegraph. This includes identifying and implementing advanced product features, custom integrations, or new use cases. At this point in the journey we want to also be looking for co-marketing opportunities.
+- `4. Renewing` - 120 days out from contract renewal, the account transitions into the renewing phase. The team focuses on ensuring the customer remains happy with the product and we are well-positioned for a strong renewal. The [renewal process](#renewal) kicks off to facilitate the renewal.
+
+## 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.
+
+### Resources
+
+- [Customer Health Dashboard](https://sourcegraph.looker.com/dashboards-next/194)
+
+## 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.
+
+### Standard trainings
+
+- [Sourcegraph 101](https://github.com/sourcegraph/customer-training/tree/main/trainings/sourcegraph-101) ([Video training](https://drive.google.com/file/d/1emSuz6Q871OC2YOadcfkrUXfuopn6JCB/view?usp=sharing)) - The basic "how to use Sourcegraph search" webinar. This should take a new users from 0 to able to use the tool competently. The repo includes a fully scripted talk track, a lesson plan version of the talk track for those who prefer that format to a script, a Slack follow up message to send to customers, test exercises for customers to run, and the content formatted for inclusion in a customer's LMS for self-directed learning.
+- [Sourcegraph 102](https://github.com/sourcegraph/customer-training/tree/main/trainings/sourcegraph-102) ([Video training](https://drive.google.com/file/d/1813s6MTmFqtWJ5IYVc6ivkX3mKlY6X7T/view?usp=sharing)) - This should take a customer from being a general Sourcegraph user through being able to use the majority of Sourcegraph's advanced search features.
+- [Admin training webinar](https://github.com/sourcegraph/customer-training/tree/main/trainings/admin-webinar) - This should take an admin for the instance through all of the elements of the admin area of the app, and leave them feeling confident with instance and user management training. This is not intended for cluster admins, and so does not cover sizing the cluster, etc.
+
+### Resources
+
+- [Training Webinar Recording](https://chorus.ai/meeting/8FEAE02538644AA3ABB22149750E6308?)
+- [Customer Training Engineer repo](https://github.com/sourcegraph/customer-training/tree/main/trainings)
+- [Working with the Sourcegraph GraphQL API](working-with-the-sourcegraph-graphql-api.md)
+
+## Nurture
+
+The focus in this phase shifts to maximizing the value the customer is getting from Sourcegraph. This includes identifying and implementing advanced product features, custom integrations, or new use cases. At this point in the journey we want to also be looking for co-marketing opportunities.
+
+## Renewal
+
+Our renewal process begins 120 days prior to renewal. The activities performed during this stage of the customer journey is defined [here](processes.md#renewal-process).
diff --git a/content/departments/technical-success/ta/enterprise-success/team-culture/playbooks.md b/content/departments/technical-success/ta/enterprise-success/team-culture/playbooks.md
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+# TA playbooks
+
+- [Recurring TA Responsibilities](#ta-cadence)
+- [TA Scenarios](#ta-scenarios)
+
+## 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-playbooks/ta-cadence.md).
+
+
+
+## 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](../ta-playbooks/ta-scenarios.md).
diff --git a/content/departments/technical-success/ta/enterprise-success/team-culture/processes.md b/content/departments/technical-success/ta/enterprise-success/team-culture/processes.md
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+# TA Processes
+
+Processes exist to ensure consistent practices amongst teams. Processes that the TA team either drives or heavily contributes to are outlined below.
+
+- [Pre-to-Post-Sales Handoff](#post-sales-handoff)
+ - [TA Assignment](#ta-assignment)
+ - [Hand-off from pre-to-post sales](#hand-off-process)
+- [Renewal Process](#renewal-process)
+ - [Process Overview](#process-overview)
+ - [Renewal Process Phases](#renewal-process-phases)
+- [Success Plans](#success-plans)
+- [Churn Save Lighthouse Program](#lighthouse-program)
+- [Churn Retro Process](#churn-retro-process)
+
+## 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.
+
+### Process Overview
+
+The pre-to-post sales handoff process consists of the following steps:
+
+1. Technical Advisor Support Level is [manually assigned](#ta-assignment) on the Salesforce Account by TA leadership
+2. The account is created in Vitally automatically once the Support Level is set
+3. Customer Segmentation Assignment Vitally Playbook runs to assign account segment attribute of: Strategic, Enterprise, Mid-Market, or SMB.
+4. If customer is a pooled or scaled customer, the pooled or scaled segment is set on the account.
+5. Customer Lifecycle Stages Vitally Playbook runs to assign account as "0. Prospect", 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.
+6. 30 days out from the expected close date from the Salesforce new business opportunity, the Pre to Post-Sales Hand-off and Planning Vitally Playbook initiates to facilitate [the handoff process](#hand-off-process).
+7. If a Scaled customer, the CE tags customer contacts with the appropriate `role` on their contact card in Salesforce (it is multi-select).
+
+| 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 | 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. |
+
+8. Once the deal closes, the TA issues a [production license](#production-license) and initiates their onboarding. (Note: if a scaled customer, the CE is responsible for creating the production license.)
+
+You can read more about each step below.
+
+### TA Assignment
+
+Approximately 45 days before closure, TA leadership will assign the Technical Advisor Support Level on the Salesforce account to determine the customer segmentation for the customer. Once assigned, an account is created in Vitally and segmented as a Prospect. 35 days before closure, TA leadership assigns a TA to the Salesforce account record which is then updated on the Vitally record. The TA is notified of the assignment via Vitally.
+
+[AEs: Please use this copy to introduce the assigned TA to the customer](https://docs.google.com/document/d/1yM0k8zt1xRIawkAPLyIqTH57ZsfcxgJFEb_ScguzAWk/edit#bookmark=id.9sdtyjj0kjrr)
+
+### Hand-off process
+
+35 days before closure the Pre to Post-Sales Hand-off and Planning Vitally playbook runs which creates the Handoff Doc template in Vitally and assigns the CE a task to fill out and schedule the knowledge transfer / handoff with the assigned TA and AE. If IE will be helping with the production implementation, they should attend too.
+
+After the knowledge transfer session, either the TPM will be introduced to the customer to begin planning their production deployment or if IE will not be involved, the TA begins to plan and prepare for the [partnership kick-off](https://docs.google.com/presentation/d/1q2oPqCOO8XuCC0F2DuVdNpDh30OuIdMpKz9gNAqHces/edit#slide=id.g1e638d9bd88_1_379) and begins to prepare for new user onboarding. They do this by working with the AE and CE to understand how many seats have been purchased, where these teams are located, and by identifying customer contacts to help coordinate onboarding.
+
+### Production License
+
+Once a customer signs on with Sourcegraph, the TA will [generate a full license key](../../../ce/process/license_keys.md) via Sourcegraph.com site admin based on the details of the contract.
+
+## Renewal Process
+
+Finance, TA, and Sales 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.
+
+### Process Overview
+
+Our renewal process is a 5 step process that begins 120 days prior to the renewal date. The process lifecycle is as follows:
+. The Renewal Playbook Vitally playbook triggers the renewal process.
+
+### Renewal Process Phases
+
+| Phase | Event | Steps | Output |
+| ----------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- |
+| Health Assessment | Vitally triggers Health Assessment doc 120 days before renewal | 1) TA completes Health Assessment doc template in Vitally with AE