Merge branch 'main' into rrhyne-patch-3

content/departments/sales/index.md

@@ -10,11 +10,10 @@ The Sales team represents us and our values to customers, bringing back dollars
 - [Process](process/index.md)
 - [Sales team onboarding](onboarding/index.md)
 - [Sales team hiring](hiring/index.md)
+- [SMB team resources](smb/index.md)
 
 ## Members
 
-> Not all team members are reflected here yet. If you see yourself missing, please add yourself!
-
 {{generator:reporting_structure.vp_sales}}
 
 {{generator:reporting_structure.sales_ops_strategy}}
@@ -23,20 +22,6 @@ The Sales team represents us and our values to customers, bringing back dollars
 
 See [roles](roles/index.md) page.
 
-## How sales works with other Sourcegraph teams
-
-### [Customer engineering](../technical-success/support/index.md)
-
-- [How CE supports sales](../technical-success/ce/team-culture#sales)
-- [Creating and maintaining license keys for customers](../technical-success/ce/process/license_keys.md)
-
-### [Customer Support](../technical-success/support/index.md)
-
-- [How to request support (for customers)](../technical-success/support/index.md#how-to-get-support-for-customers)
-- [Support SLAs](../technical-success/support/index.md#slas)
-
-### [Team members who want to join calls](onboarding/joining_customer_calls.md)
-
 ## Definitions
 
 See [finance definitions](../finance/index.md#definitions) for definitions of financial terms such as [ARR](../finance/index.md#ARR), [IARR](../finance/index.md#IARR), [bookings](../finance/index.md#booking) and more.

content/departments/sales/smb/index.md

@@ -0,0 +1,12 @@
+# Small-to-Medium Business (SMB) Team
+
+This page outlines important processes and resources for our SMB AE Team.
+
+## SMB Segment
+
+Our SMB segment is part of our [FY25 Market Segmentation](../../../strategy-goals/strategy/index.md#market-segmentation) and is comprised of companies with less than 100 developers.
+
+## Team Resources
+
+- [Creating and maintaining cloud instances](cloud_instances.md)
+- [Post-sales handoff](smb-handoff.md)

content/departments/sales/smb/smb-handoff.md

@@ -0,0 +1,40 @@
+# SMB Hand-Off Process
+
+This page outlines the steps for preparing and handing off an SMB customer to our post-sales [Digital Success Program](../../technical-success/ta/digital-success/team-culture/digital-success-program.md#1-customer-onboarding). The hand-off process begins starting from Stage 6 - Contract Negotiation and should be completed prior to the new business opportunity being closed / won.
+
+## Hand-off process steps
+
+1. Populate segmentation on the Salesforce Account (this triggers the account to be created in Vitally).
+2. Complete role mappings on Salesforce Contact records (this is required to enroll the customer in the onboarding program).
+3. Once closed, generate and apply the [Production license key](../../technical-success/ce/process/license_keys.md#converting-a-prospect-to-a-new-customer).
+
+### Populate Account Segmentation
+
+No later than during Stage 6, there are two key fields that need to be populated on the Salesforce account record for a new business opportunity:
+
+- `FY25 Segmentation` - this value should reflect SMB in accordance with our market segmentation definitions.
+- `TA Segmentation` - this value should reflect Digital as any SMB customer will be enrolled in our Digital program.
+
+Once both of these values are set an Account will be created in Vitally, our post-sales success tool that we use to manage our customers.
+
+### Complete Role Mapping
+
+During Stage 6, it is also important to map key roles on Contact records in Salesforce. We use the value of the `role` field to send tailored communications to customers as part of our Digital Success Program. This is a multi-select value so an individual can hold multiple functional roles.
+
+NOTE: It is imperative that, at minimum, we have an `Instance Admin`, `Program Contact`, and `Champion` role defined.
+
+The potential roles and definitions are as follows:
+
+| 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.                                                                                                                      |
+
+### Create and apply Production license
+
+When a customer closes, create and apply a production license key as per the instructions outlined [here](cloud_instances.md).

content/departments/sales/tools/index.md

@@ -6,4 +6,3 @@
 - [Sales Resources](salesresources.md)
 - [GCP Marketplace Guidance](GCP_Marketplace_Guidance.md)
 - [Deployment methods and products](../sales-enablement/deployment-methods-and-products.md)
-- [Creating and maintaining cloud instances](cloud_instances.md)

content/departments/technical-success/ta/enterprise-success/team-culture/processes.md

@@ -24,10 +24,10 @@ 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.
+4. If customer is a digital or scaled customer, the digital 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).
+7. If a Digital or Scaled customer, the CE tags customer contacts with the appropriate `role` on their contact card in Salesforce (it is multi-select).
 
 | Role            | Definition                                                                                                                                                                                            |
 | --------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |