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@@ -9,7 +9,7 @@ Pooled Technical Advisors (TA) are technical experts not dedicated to any specif
Across the customer lifecycle, Pooled TAs are primarily accountable for the following:
- Customer onboarding & adoption: At contract signature, our Pooled TA team will receive the hand-off from Sales and Customer Engineering (pre-sales) and conduct a lightweight kick-off with the customer. Onboarding will consist primarily of digitally nurtured campaigns with oversight by the Pooled TA team and an ability to handle ad-hoc requests from the customer as needed.
- 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. We do this by conducting bi-annual success planning and annual customer business reviews to ensure we're partnering together in support of their long-term success.
- 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. We do this by conducting bi-annual success planning and annual customer business reviews to ensure we're partnering together in support of their long-term success.
- 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 and conduct bi-annual roadmap reviews and product feedback sessions with customers.
-## Team KPIs / Measures of Success
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@@ -37,7 +37,6 @@ We strive to make customers for life by being trusted partners and advisors to m
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 grow with our customers, unlocking more value and capabilities from Sourcegraph within their teams.
