Field Operations

The Field Operation team’s vision is to manage field business processes, systems, architecture, enablement, champion data integrity, provide insights and predictability through analytics

Welcome to the Field Operations Handbook

“Manage field business processes, systems, architecture, enablement, champion data integrity, provide insights and predictability through analytics”

The term “sales” refers to the Sales Team and “field” includes the Customer Success, Channel, and Alliances Teams.

Key Tenets

Clarity: for definitions, processes and events Predictability: of the business by leveraging data and systems Scalability: for processes and systems that allows for growth

Teams

RSOE Growth & Development

For guidance and resources on RSOE Career Growth & Development

Field Operations Calendar

Field Operations utilizes a team calendar to communicate team member availability as well as office hour meetings.

How to add the Field Operations Calendar

To add the Field Operations Calendar to your Google Calendar click on the + Next to Other Calendars on the bottom left hand side of you Google Calendar.
From there type in Field Operations into the search box and the Field Operation calendar should be the only calendar available to select.

What are Office Hours?

Office hours is a weekly meeting that is set up where the hosting team is available to field questions from individuals who they may not generally sync with. The goal is to offer wider availability and support to the greater operations teams and to GitLab as a whole. Office hours are NOT a dedicated time for team members to join to check in on the status of a project or to be used as a recurring project meeting.

Current Office Hours

Sales Systems currently holds office hours every Wednesday at 10:30 AM PST

Field Operations Releases and Changelog

Field Operations works to deliver Field Ops changes related to Sales Ops, CS Ops, Channel Ops & Deal Desk (QTC) in a batched, bi-weekly release cadence. To learn more, see the Field Ops Release Schedule page.

For a running log of Field Ops changes related to Sales Ops, CS Ops, Channel Ops & Deal Desk since Q3-FY22, see the Field Ops Changelog page.

Business Operations - Salesforce Reference

The purpose of this page is to provide insight into the internal workings of our Salesforce instance, how fields are populated, how fields are calculated, where they are used and more.

Career Development at GitLab & RSOE

This page provides guidance and resources for the RSOE team related to Growth & Development

Customer Success Operations

The Customer Success Operations team's handbook page. This covers our mission, strategies, responsibilities, and processes.

Customer Success Strategy & Analytics

GitLab Handbook page for the Customer Success Strategy & Analytics (CSSA) team

Data Intelligence

Charter

Data Intelligence (DI) is a part of Field Operations reporting to Revenue Operations. Our goal is to ensure the field has reliable and quality Salesforce.com sales data to empower them to make repeatable and structured decisions to increase sales and make GitLab more successful. We aim to manage data well and be viewed as a trusted business partner for Sales Operations, Marketing Operations, and Management.

Ecosystem Operations

This page serves as the Ecosystem Operations team page and includes standard channel reporting links, and details for managing partner opportunities

Enterprise Applications - CRM Team

The Enterprise Applications CRM Team implements and supports specialized applications that support our business processes within GitLab.

Field Enablement

The Field Enablement team's mission is to design and deliver effective enablement solutions to field team members and partners that grow expertise and confidence needed to drive efficient, predictable, and scalable growth for GitLab

Go to Market

Operations, Procedures, Documentation

Growth Resources

Finding Customer Seat Counts

Seat expansion is at the heart of our revenue growth. This has a strong impact on IACV and both Net and Gross Retention. There are various ways to determine the seat counts for a subscription:

GitLab.com

The best way to view Seat Counts for a GitLab.com customer is to access the Customers Portal admin section.

Go to https://customers.gitlab.com/admins/sign_in
Sign in with Okta
1. If you don’t have access, open an Access Request
Once logged in, go to the Customers option in the left-hand menu
In the Filter text field, enter in the company name or email address associated with the subscription
Once the results are loaded, select the “i” icon from the right-hand section
On the Details page that loads, go to GitLab Groups
Here is where you should see the Namespace and corresponding subscription with seat counts
1. Seats in Subscription is what was paid for
2. Seats Currently in Use is what is active

It’s important to note that ultimately the Customer Portal admin will have the most accurate and up-to-date view of this information.

Requesting Internal Support in Salesforce

How to Get Help

Workflow for internal GitLab users on how to get help when working on an opportunity or account in Salesforce.

Contents of this page

Overview
Teams Impacted
Workflow
Navigating Cases
How to report bugs or request fixes
Reports & Dashboards

Overview

Background: Historically, GitLab used Chatter to handle internal requests in Salesforce. Users could send a Chatter message to user groups (ie. @sales-support, @billing, @renewalops, @partneroperations) for support. This process led to the creation of thousands of cases each quarter; but there were inefficiencies in the system.

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