Communicating with the Field
This page is meant to serve as a guide to communicating with and within the Field using both Slack and email. Read below to find an outline of all Google groups, Slack groups and Slack channels for the CRO org.
In order to drive clarity on this page, it is important to note that the “Field team” or “CRO org” refers to ALL members of the CRO org – Sales, CS, SA, Global Ecosystems, Sales Development, High Velocity Sales, Professional Services, Field Enablement, Revenue Strategy & Operations.
Google Groups
The parent google group of the CRO org is sales-all. Several child groups fall within the parent group.
Organization-Wide/Management
Group Name | Group Level/Access | Description |
---|---|---|
sales-all | organization | Includes all members of the CRO org |
cro-leaders | leadership | All direct reports of the CRO |
field-managers | leadership | Managers and above |
Customer Success
Group Name | Group Level/Access | Description |
---|---|---|
cs.managers | leadership | All managers+ in the Customer Success and Renewal Management orgs |
timtams | team | All CSM/A/E team members |
cs-renewals | team | All Renewal Management team members |
digitalsuccess | team | All Digital Success team members |
Sales
Group Name | Group Level/Access | Description |
---|---|---|
sales-amer-comm | team, AVPs/RDs/AEs only | All team members in the AMER Commercial team |
sales-amer-east | team, AVPs/RDs/AEs only | All team members in the AMER East team |
sales-amer-finserv | team, AVPs/RDs/AEs only | All team members in the AMER Financial Services team |
sales-amer-pubsec | team, AVPs/RDs/AEs only | All team members in the AMER Public Sector team |
sales-pubsec, public-sector | team, AVPs/RDs/AEs and cross-functional team members | Team members supporting AMER Public Sector |
emea-sales-leadership | leadership | All leaders in cross-functional GTM teams supporting the EMEA region |
sales-emea | team | All cross-functional GTM team members supporting the EMEA region |
apj-gtm-leaders | leadership | All leaders in cross-functional GTM teams supporting the APJ region |
apj-gtm-org | team | All cross-functional GTM team members supporting the APJ region |
High Velocity Sales
Group Name | Group Level/Access | Description |
---|---|---|
HVFO | team | All High Velocity Sales and First Order team members |
Revenue Strategy & Operations
Group Name | Group Level/Access | Description |
---|---|---|
rsoe-leaders | leadership | All direct reports to the VP of RSO |
rsoe-extendedlt | leadership | All managers+ in the RSO org |
rsoe-team | team | Members of the Revenue Strategy & Operations (RSO) team |
sales-ops | team | Members of the Sales Operations team |
Field Enablement
Group Name | Group Level/Access | Description |
---|---|---|
field-enablement | team | Members of the Field Enablement team |
Professional Services
Group Name | Group Level/Access | Description |
---|---|---|
services | team | All team members in the Professional Services org |
Global Ecosystems
Group Name | Group Level/Access | Description |
---|---|---|
channelleadership | leadership | All leaders on the Global Ecosystems team |
global-ecosystem-all-hands | team | All team members in the Global Ecosystems org |
global-ecosystem-all-hands-extended | team | All Global Ecosystem team members + supporting functions, e.g. Legal, FP&A, Marketing, Ops, etc. |
Sales Development
Group Name | Group Level/Access | Description |
---|---|---|
SDRBDR Leadership | leadership | Managers and above on the Sales Dev team |
SDRBDR Team | segment | All Members of the Sales Dev Org |
sales-dev-amer | team | Members of the AMER Sales Dev teams |
sales-dev-apj | team | Members of the APJ Sales Dev teams |
sales-dev-emea | team | Members of the EMEA Sales Dev teams |
Most team members will be automatically added to their team’s applicable Google group within a few days of starting at GitLab by their team’s EBA. To gain access to new Google Groups, please fill out an access request (AR) form.
Slack Channels and Groups
The primary Slack channels for the Field are:
- #field-fyi: Official field announcements channel. Restricted permission levels to help streamline important updates. (Find more information here.)
- #field-managers: Official channel for all managers+ in the Field org.
- #sales: The general channel for WW Sales open to posts from all team members.
All Field team members should star 🌟 and follow these three channels for important updates about the business. There are multiple team channels in the Field organization, outlined below. Please follow the channels relevant to your role. To gain access to private channels, please fill out an access request (AR) form.
Slack Groups
Slack Groups are groups of members in a workspace who often need to be notified at once. The Field organization has multiple Slack Groups that effectively allow a group of people to be cc’d on a Slack communication. Please note that Slack groups send a push notification to all members and should be used sparingly, in accordance with the guidelines around @here mentions in the Handbook.
Only use Slack Groups if:
- The content of the message is hyper-relevant to ALL members of the group
- The content of the message is time-sensitive and/or needs immediate action
- The content of the message has significant impact to the business and/or team
Group Name | Group Members/Description |
---|---|
field_managers | ASMs and above or equivalents on the CS/Channel/Alliance/SDR side who are people managers |
sales_leaders | Regional directors and above (ASM and above for COM) |
cs_leaders | VP Customer Success direct reports |
sales_ent_managers | ASMs and above on the Enterprise team |
sales_com_managers | ASMs and above on the Commercial team |
sales_cs_managers | Managers and above on the Customer Success team |
sales_dev_leadership | Managers and above on the Sales Dev team |
salesdev_global | All Sales Dev teammembers |
Field Slack Channels
The below channels are specific to the Field organization.
Organization-Wide/Management
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#sales | public | General channel for WW Sales, open to posts from all team members |
#field-fyi | public (read-only) | Official field announcements channel |
#cro | public | CRO (Chief Revenue Officer) announcements and communication |
#sales-vp | public | Used for scheduling requests, etc. related to all field VPs |
#field-managers | private | Confidential (people and/or comp-related) communication with Field (Sales, CS, SDR) managers - ASMs or equivalent and above |
Sales
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#amer-sales-all | public | Team channel for AMER sales |
#apac_field_team | public | Team channel for APJ sales |
#emea_sales | public | Team channel for EMEA sales |
#apj-gtm-org | private | Channel for cross-functional GTM team members who are part of the APJ org and based in-region to post APJ specific updates & questions |
#emea-leadership | private | Channel for all leaders (i.e. directly reporting to VP, EMEA) in the EMEA region |
#emea-sales-management | private | All managers+ in the EMEA sales organization |
Customer Success & Renewals Management
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#customer-success | public | Used to interact with & within Customer Success |
#global-renewals-managers | public | RM team channel |
#cs-questions | public | Questions from customers and prospects to the Customer Success team about using GitLab and best practices |
#demo-systems | public | Open discussion and questions about demo systems |
#csmerm_managers | private | All people managers in the CS and RM orgs |
#tim-tams | private | All Customer Success team members |
Solutions Architecture
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#solutions-achitects | public | SA team channel |
#sales-sa-managers | public | manager-facing SA announcements and collaboration |
Professional Services
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#professional-services | public | Used to communicate with the Professional Services team |
#ps-internal | private | Team channel for Professional Services team members |
#ps-managers | private | Channel for all managers+ in the PS org |
#ps-operations | private | All team members supporting operations for the PS org |
#ps-project-leadership | private | Leadership supporting PS engagements |
#ps-engagement-mgrs | privat | Team channel for Engagement Mangers on the PS team |
#education_services | public | The general channel to interact with Education Services for customer facing issues with GitLab University |
#learninganddevelopment | public | The general channel to interact with L&D for internal issues with GitLab University |
High Velocity Sales
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#hvs | public | General team channel for collaboration with and within the HVS team |
#hvs_team | private | All High Velocity Sales and First Order team members |
#hvs_renewals | public | Discussions, questions, announcements, and feedback for the SMB Renewals teams that are part of HVS |
#hvs_new_logo_aes | public | Channel for AEs on the HVS team specifically dedicated to First Order / new logos |
Revenue Strategy & Operations
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#rsoe-team | private | Team channel for members of the RSO org |
#rsoe-extended-leadership-team | private | Channel for all managers+ in the RSO org |
#rsoe-unplugged | private | Team channel for RSO team members to share more about their lives outside of work |
#rsoe-approvals | private | Channel to seek approvals from the VP of RSO |
#sales-support | public | Support for general sales-related questions, requests, and updates |
Field Enablement
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#field-enablement-team | public | Used for communication between GitLab Field, cross-functional stakeholders and the Field Enablement Team |
#product-marketing-and-field-enablement | public | Collaboration between Field Enablement and Product Marketing |
#field-enablement-chatter | private | Used for communication between Field Enablement team members |
Global Ecosystems
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#global-ecosystem-sales | public | Collaboration/questions between Global Ecosystems team and the rest of GitLab |
#global-ecosystem-and-ps-all-hands | private | Channel for all Global Ecosystem and Professional Services team members |
#global-ecosystem-extended-all-hands | private | All Global Ecosystem team members + supporting functions, e.g. Legal, FP&A, Marketing, Ops, etc. |
Sales Development
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#sales_dev_global | public | Main channel for the global Sales Dev team |
#sales_dev_fyi | public | Announcements channel for Sales Development team |
#sdr_amer_emea_inbound | public | Team channel for the AMER and EMEA SDR team |
#amer_bdr | public | Team channel for all AMER BDR teams |
#bdr_amer_comm | public | Team channel for the AMER Commercial BDR team |
#bdr_amer_ent | public | Team channel for the AMER Enterprise BDR team |
#bdr_amer_fins_latam | public | Team channel for the AMER FINS & LATAM BDR team |
#apj_sales_dev | public | Team channel for the APJ Sales Development team |
#bdr_entg_emea_dach | public | Team channel for the EMEA DACH BDR team |
#bdr_entg_emea_neur_meta | public | Team channel for the EMEA NEUR UKI BDR team |
#bdr_entg_emea_seur | public | Team channel for the SEUR BDR team |
#bdr_emea-egc-meta-telco | public | Team channel for the EMEA META TELCO EGC BDR team |
Consistent with company guidance to use public channels, there are instances where private channels are preferred. As we want to ensure an inclusive environment, the feedback from some of the team is that private channels are sometimes preferred as there is a perception of being judged (i.e., imposter syndrome). The recommendation is to use public channels as it:
- Allows for broader collaboration (i.e., SA/CSM/PS, Product, Marketing, Sales) on solutions, recommendations, and best practices
- Provides ability for broader learning for things such as customer challenges, enablement needs, product documentation improvements, etc.
- Enables the ability to harvest the information for content (i.e., CSM solutions, adoption content for digital journey, product documentation) The recommendation is to use public channels even while it may sometimes feel uncomforable as we want to embrace this.
Helpful Company Slack Channels
The below channels are owned by teams outside of the field organization but might be helpful for field team members to follow given the nature of their roles.
Channel Name | Channel Access (Private/Public) | Description |
---|---|---|
#company-fyi | public (read-only) | Official company announcements channel |
#company-fyi-private | private (read-only) | Official & confidential company announcements channel |
#whats-happening-at-gitlab | public | Team-wide communication and announcements (reminders, events, project updates, etc.) |
#ceo | public | Questions and requests for the CEO |
#competition | public | Used to share competitive insight/information from the market in real time and to ask the competitive intelligence team questions about how they might handle certain situations |
#legal | public | General legal questions that are not confidential or seeking legal advice |
#marketing | public | General marketing team channel |
#content-updates | public | The latest GitLab-published content you can share with prospects on social media |
#diversity_inclusion_and_belonging | public | Get updates and receive feedback on all things related to Diversity, Inclusion & Belonging |
#eba-team | public | Communicate with the EA team; schedule time with the CEO and CRO |
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