updates to CE handbook pages (#8414)

Delete old processes (tech review, tech design docs, references to CE
being post-sales) and made updates to reflect new messaging (new first
call playbook and demos) and procedures (CE leading troubleshooting on
trials), etc.

---------

Co-authored-by: Aimee <[email protected]>

content/departments/technical-success/ce/index.md

@@ -2,26 +2,33 @@
 
 ## Who we are
 
-Customer Engineering at Sourcegraph is responsible for the pre-sales technical success of prospective dev users. We serve as the product experts during the sales cycle, leading product demonstrations, technical solutioning, and trials for new prospects and new opportunities within existing customers.
+Customer Engineering at Sourcegraph is responsible for the pre-sales technical success of prospective dev users. We serve as the product experts during the sales cycle, leading technical discovery, product demonstrations, technical solutioning, and trials for new prospects and new opportunities within existing customers.
 
 ## Our Team Purpose Statement
 
 Building trusted relationships with prospective dev users by aligning our solutions to their needs to accelerate their business
 
 ## Team KPIs / Measures of Success
 
-The two primary team KPIs for CE are:
+The three primary team KPIs for CE are:
 
-- iARR
+- New Annual Contract Value (New ACV)
 - Technical Closure of Trials
+- Trial Cycle Time
 
-### iARR
+### New ACV
 
-As the pre-sales technical leader, CEs play an integral role in closing incremental annual recurring revenue. This dimension looks at the number of new customers acquired, net number of opportunities successfully closed, and number of products sold whether on a net new prospect or within a new team at an existing customer.
+As the pre-sales technical experts, CEs play an integral role in closing new business that leads to new incremental revenue for Sourcegraph. This dimension looks at the number of new customers acquired, net number of opportunities successfully closed, and number of products sold whether on a net new prospect or within a new team at an existing customer.
 
 ### Technical Closure of Trials
 
-During the sales cycle CE's typically lead a customer through a technical validation (trials). A primary measure of success is the technical closure of a trial, which we refer to as achieving the technical win. For any deal that enters Stage 4 (technical validation), we expect the CE to lead the customer through a successful technical validation based on their stated needs and evaluation criteria.
+During the sales cycle CE's typically lead a customer through a technical validation (trials). A primary measure of success is the technical closure of a trial, which we refer to as "achieving the technical win". Achieving the technical win means that the prospective buyer agrees that our solution and capabilities meets their technical requirements and expectations.
+
+For any deal that enters Stage 4 (technical & business validation), we expect the CE to lead the customer through a successful technical validation based on their stated needs and evaluation criteria regardless of outcome of the overall opportunity. Our target is 80%.
+
+### Trial Cycle Time
+
+This looks at the efficiency and duration of the technical evaluation (trial) itself. The technical evaluation happens during Stage 4 of the sales cycle. Our goal is to complete a complex trial within 30 days, and complete the majority of standard trials within 21 days.
 
 ## Team Reference Resources
 

content/departments/technical-success/ce/process/tech-win-process.md

@@ -4,7 +4,6 @@
 - [Assets](#assets)
 - [Process](#process)
   - [Gates for Progressing Through Technical Win Phases](#gates-for-progressing-through-technical-win-phases)
-  - [Tech Review Process](#tech-review-process)
   - [Surfacing Product Feedback](#surfacing-product-feedback)
   - [Weekly Tech Win Review](#weekly-tech-win-review)
   - [Engaging Subject Matter Experts](#engaging-subject-matter-experts)
@@ -140,7 +139,7 @@ The following criteria are used to determine whether a technical win should prog
 - Has the CE completed technical qualification of the customer’s usage scenario?
 - Has the CE recorded the technical landscape information (on the account level) and the trial technical landscape information (on the opportunity level) in Salesforce?
 - Has the CE defined the technical validation plan (demo, self eval, trial, etc.) which will be used to determine whether they have achieved the technical win?
-- If the opportunity has non-standard or high-risk technical requirements as defined by the technical qualification criteria, has the CE gone through the [Tech Review Process](#tech-review-process) and received approval to proceed? _Note: the definitions of non-standard and high-risk change with each release of Sourcegraph, and it is the responsibility of the CE to be aware of the definitions at any point in time._
+- If the opportunity has non-standard or high-risk technical requirements as defined by the technical qualification criteria, has the CE documented risks and raised to leadership? _Note: the definitions of non-standard and high-risk change with each release of Sourcegraph, and it is the responsibility of the CE to be aware of the definitions at any point in time._
 
 Not all opportunities will require a trial of Sourcegraph. The CE should be prepared to achieve a technical win by performing customized demos or workshops when possible. If the customer _must_ perform a trial, use the criteria below.
 
@@ -177,46 +176,6 @@ Any artifacts created to support a prospective customer's Sourcegraph deployment
 - For complex deployments, CE has updated artifacts in the the [Technical Design Documents](https://drive.google.com/drive/folders/1o-4rB24vcYsOiUzSEr_vzJsC7pE03yYC) folder with details about the customer’s production deployment plans (unless IE is leading the Production Implementation)
 - Introduce TA to the customer
 
-### Tech Review Process
-
-Deals flagged as having non-standard or high-risk requirements must go through the Tech Review Process before moving to Trial Deployment (late Stage 3).
-
-#### How the Process Works
-
-When a Tech Review is needed, the CE initiates this process by doing the following:
-
-1. Completes a peer review of the opportunity with a peer CE.
-2. Records a 5 min loom video (stored [here](https://www.loom.com/team-videos/CE%20Technical%20Reviews)) to give a short verbal overview of the deal, the key risks for the opportunity including tradeoffs and pros or cons where applicable, and articulate specific asks of Product, Engineering, and Support.
-3. Initiates the request in the #tech-reviews channel via the ‘Request TDD Review’ shortcut in Slack and includes a link to the loom video and to technical design artifacts (i.e. the Implementation Discovery Questions, architecture diagrams, etc.).
-4. Documents the results of the Tech Review in Salesforce under Open Issues & Risks.
-
-[Product Directors](../../../../team/org_chart.md#product) will review and assign the appropriate Product Managers (or others involved) to review the video and artifacts. This asynchronous review should be completed within 3 business days.
-
-If there are additional questions, the Product Team member can request a synchronous review. That review will be recorded and documented to show the decision-making process and provide additional context. CEs are responsible for scheduling the synchronous review and including the appropriate stakeholders.
-
-#### Roles and Responsibilities
-
-##### Customer Engineer
-
-- Responsible for understanding and documenting the technical landscape and trial design details in Salesforce.
-- Responsible for storing any technical review artifacts (such as Implementation Discovery Questions and architecture diagrams) in the shared Technical Design Documents folder.
-- Responsible for identifying any non-standard or high-risk requirements.
-- Responsible for registering Product Gaps against non-standard or high-risk requirements as required.
-- Responsible for communicating with their AE when non-standard or high risk requirements emerge.
-- Responsible for initiating the tech review process, when appropriate.
-- If a request is made for a synchronous review, the CE will schedule and facilitate.
-
-##### Product, Engineering and Support
-
-- When a deal review request is raised, Product Directors are responsible for designating appropriate individuals to review.
-- Initial feedback on the review should occur within 3 business days.
-- Any member from Product, Engineering, or Support may request a synchronous review.
-
-##### Sales
-
-- Responsible for providing necessary business context around the deal.
-- Where applicable, responsible for prioritization decisions.
-
 ### Surfacing Product Feedback
 
 Because CEs work directly with Sourcegraph users in the course of assessing the technical fit of the product for a prospective customer, they will likely receive feedback about the product and identify product gaps which might potentially block adoption. All such feedback should be shared with the Product Team.