Enterprise Applications - CRM Team

Mission

Our mission is to deliver a robust, end-to-end solution that streamlines and enhances the customer lifecycle at every stage, including:

• Lead Generation and Management: Providing tools and automations that drive efficient lead capture, nurturing, and conversion.
• Sales Enablement: Optimizing sales cycles through simplified workflows and actionable insights.
• Subscription Management: Ensuring a seamless quote-to-cash process with Zuora’s subscription and billing capabilities.
• Real-Time Insights: Delivering data-driven insights that empower teams to make informed decisions and strengthen customer relationships.

We Aim to

• Automate and Optimize: Eliminate manual bottlenecks, ensuring processes are efficient and error-free.
• Scale with the Business: Build systems capable of supporting GitLab’s evolving needs as we grow.
• Empower Teams: Equip internal teams with tools and knowledge to build stronger customer connections, increase operational efficiency, and accelerate growth.

Our Team

Learn more about our team and roles in supporting GitLab’s enterprise applications.

What We Do

System Integration and Optimization

• Seamlessly integrate Salesforce and Zuora, ensuring cohesive operations between CRM and subscription management platforms.
• Develop scalable solutions that support global sales, marketing, and customer success teams.

Automating Workflows

• Create automation that eliminates redundant tasks, accelerates sales cycles, and enhances data accuracy across systems.

Enhancing the Customer Lifecycle

• Enable GitLab teams to deliver a superior customer experience through optimized lead management, seamless subscription workflows, and precise billing operations.

Delivering Insights

• Build reporting and analytics capabilities that provide real-time visibility into customer behaviors, revenue trends, and operational metrics.

How we Operate

Our team uses a flexible intake model to manage requests of varying complexity. This ensures that we can address both quick fixes and large-scale, multi-team projects efficiently.

Operational Bugs or General Questions

For any operational bugs or general inquiries related to CRM systems, please submit a request via:

• HelpLab - IT Break / Fix Request

Small to Medium Feature Requests & Enhancements

For smaller feature requests or system enhancements:

Weekly Intake Process:

• Participate in our weekly intake meetings to present your request.
• Each department has designated representatives who will help channel requests effectively. You can reach out to them directly:
  1. Sales: RSOE
  2. Marketing: Marketing Operations
  3. Other Departments: Please reach out to the appropriate point of contact.

Salesforce or Zuora Issues:

• If your request is related to Salesforce or Zuora, please choose the “CM: Configuration Change (Generic)” template when submitting.

Large and Complex Projects

For larger, cross-functional projects requiring significant effort and resources:

Quarterly PMO Intake Process:

• For projects that span multiple teams or involve extensive development work, use the quarterly intake process to submit requests. This process ensures that projects are scoped, prioritized, and allocated resources appropriately.

Our Commitment

• Strengthen Customer Relationships: Equip teams with tools that enable them to anticipate and exceed customer expectations.
• Enhance Operational Efficiency: Reduce time and resources spent on manual processes by implementing smart automation and integrations.
• Accelerate Revenue Growth: Support GitLab’s sales and finance teams with systems that ensure accurate and timely billing, seamless subscription management, and efficient deal closures.
• Drive Innovation: Continuously iterate and adopt industry best practices to maintain a cutting-edge CRM and billing ecosystem.

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