CX Engineering

CX Engineering Overview

The CX Engineering team is broken up into multiple distinct functions:

• CX Services
• CX Platform Engineering
• Digital Success
• GitLab University

The CX services team is responsible for maturing current service offerings and creating and bringing new offerings to market in addition to building the frameworks and processes to standardize the post-sales motion across all of CX to drive Customer GitLab adoption. This page will help describe the areas of responsibility of the CX services team, how they operate and stay organized.

Functional Areas

1. Channel Solutions Management - scaling service selling and delivery through channel partner leveraged approach.
2. Engagement Management - positioning, selling, scoping and coordinating signature of customer engagements. Check out the Engagement Management page for more information
3. CX Platform Engineering - building and maintaining the internal tooling that support post-sales processes and delivery
4. CX Services - building, maintaining, and bringing to market service offerings to be sold and delivered by GitLab PS, Success Services, and our partners. Also, improving back-office processes to decrease overall cost of revenue as well as building out frameworks and processes for all post-sales team motions to drive successful Customer adoption of GitLab.

Go to market workflow for new offerings

Education Services

Sales-team-assisted go to market motion

1. Check out the Professional Services internal handbook page for details.

Web-direct go to market motion

1. When new Education Services are launched they include external communications to GitLab ecosystem as per the Marketing Strategy, including:
   • Nurture campaign emails
   • In-product banner
   • Recommended by SA or CSM
   • Included on Training Tracks page
   • Included on Education Services pages
   • Mentioned in product release updates
   • Highlighted in blog post
2. Individual users click Order button and pay using credit card from customers.gitlab.com and from within LXP
3. Users attend Public Remote ILTs via Zoom Webinar
4. Users access certification learning paths from LXP

Marketing Strategy

• Add to customers.gitlab.com ordering page: Gives visibility and leads user down path of discovering more offerings
• Event Presence: Education Services presence at Commit
• Community and Evangelism:
  • GitLab Heros: Pilot with GitLab Heros to test out certifications. Have Heros participate in training in advance of commit and then iterate based on that. Offer trainings for free and offer free exam to get GitLab certified ahead of time (John Coghlan is contact)
  • GitLab Evangelism team: Collaboration initiatives TBD
• Add to Customer Success Plan: Make certifications part of success plan from CSM. Set metrics against percentage of users who complete certifications
• Offerings integrated into customer adoption nurture campaign
• In-product awareness
• Direct marketing on 3rd party platforms/communities where target audience lives
  • edEx, EdCast Leapest Marketplace, LinkedIn, Dice.com
  • Blog posts – GitLab and 3rd party sites (eg StackOverflow, FB)

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