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Org changes and rituals.yml (#16730)

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45
handbook/business-operations/README.md
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@ -5,6 +5,7 @@ This handbook page details processes specific to working [with](#what-we-do) and
| Role | Contributor(s) |
|:------------------------------|:-----------------------------------------------------------------------------------------------------------|
| Head of Business Operations | [Joanne Stableford](https://www.linkedin.com/in/joanne-stableford/) _([@jostableford](https://github.com/JoStableford))_
| Community Advocate | [JD Strong](https://www.linkedin.com/in/jackdaniyelstrong/) _([@spokanemac](https://github.com/spokanemac/spokanemac))_
| Business Operations Engineer | [Nathan Holliday](https://www.linkedin.com/in/nathanael-holliday/) _([@hollidayn](https://github.com/hollidayn))_, [Isabell Reedy](https://www.linkedin.com/in/isabell-reedy-202aa3123/) _([@ireedy](https://github.com/ireedy))_
## Contact us
@ -35,7 +36,7 @@ Recurring monthly or annual expenses, such as the tools we use throughout Fleet,
> Use this spreadsheet as the source of truth. Always make changes to it first before adding or removing a recurring expense. Only track significant expenses. (Other things besides amount can make a payment significant; like it being an individualized expense, for example.)
### Register a domain for Fleet
Domain name registrations are handled through Namecheap. Access is managed via 1Password. <!-- TODO: Move into "tools we use" sheet -->
Domain name registrations are handled through Namecheap. Access is managed via 1Password.
### Access a background check
Fleet team members with access to Fleet's infrastructure undergo a background check provided through [Vetty](https://vetty.co/). Only the most recent background checks appear on the home page of Vetty's dashboard. To access a complete list of background checks run in Vetty, scroll down to the bottom of the candidates page and click "View Historical".
@ -273,30 +274,30 @@ ChromeOS devices are automatically enrolled in dogfood after the IT admin sets u
- Enter disk encryption key on laptop. This should prompt you to create a new password.
- You will then be logged into the default device profile, and can complete any needed actions (wipe, recover data).
### Book an event
The Business Operations department is responsible for booking events that Fleet has chosen to attend and/or sponsor. To book an event, complete the steps in each event issue. Contact the [Head of Demand Generation](https://fleetdm.com/handbook/demand#team) as needed with any questions or blockers to booking an event.
> Note: The Demand department [settles all event strategy](https://fleetdm.com/handbook/demand#settle-event-strategy) prior to booking an event.
<!-- TODO Create Article issue template and update this section of the handbook to reflect reality and add corresponding rituals to business-operations.rituals.yml
### Create an article
Article creation begins with creation of an issue using the "Article request" template.
1. Create a [new GitHub issue for the #g-demand board](https://github.com/fleetdm/confidential/issues/new?assignees=spokanemac&labels=%23g-demand=&template=custom-request.md&title=Article%20Idea%3A+_______________________) and select the "Event-preparation" template..
2. Move the issue into the "📃 Planned articles" column.
### Review ongoing articles
Check the "📃 Planned articles" column in [#g-demand board](https://app.zenhub.com/workspaces/g-demand-64e6c8e2d35c7f001a457b7f/board) and continue to work through steps in each event's issue.
-->
## Rituals
The following table lists this department's rituals, frequency, and Directly Responsible Individual (DRI).
> TODO: Verify each of these points to the correct link above. Then extrapolate into rituals.yml. (See CEO handbook page for an example.)
<rituals :rituals="rituals['handbook/business-operations/business-operations.rituals.yml']"></rituals>
| Ritual | Frequency | Description | DRI |
|:-----------------------------|:-----------------------------|:----------------------------------------------------|-------------------|
| Key review | every three weeks | Every release cycle, a key review deck is prepared and presented. | Head of Business Operations |
| Informing managers about hours worked | Weekly | See [Informing managers about hours worked"](https://fleetdm.com/handbook/business-operations#informing-managers-about-hours-worked). | Head of Business Operations |
| Payroll | Monthly before payroll runs | Every month, Mike McNeil audits the payroll platforms for accuracy. | Head of Business Operations |
| US contractor payroll | Monthly | Sync contractor hours to payments in Gusto and run payroll for the month. | Head of Business Operations |
| Commission payroll | Monthly | Use the [commission calculator](https://docs.google.com/spreadsheets/d/1vw6Q7kCC7-FdG5Fgx3ghgUdQiF2qwxk6njgK6z8_O9U/edit#gid=0) to determine the commission payroll to be run in Gusto. | Taylor Hughes |
| Revenue report | Weekly | At the start of every week, check the Salesforce reports for past due invoices, non-invoiced opportunities, and past due renewals. Report any findings to in the `#g-sales` channel by mentioning Alex Mitchell and Mike McNeil. | Taylor Hughes |
| Monthly accounting | Monthly | Create [the monthly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. (This process includes fulfill the monthly reporting requirement for SVB.) | Nathanael Holliday |
| "The numbers" monthly financial check | Monthly | Each month, update the inputs in ["The numbers"](https://docs.google.com/spreadsheets/d/1X-brkmUK7_Rgp7aq42drNcUg8ZipzEiS153uKZSabWc/edit#gid=2112277278) spreadsheet to reflect the actuals for recurring non-personnel spend, and identify any unexpected increase or decrease in spend. | Head of Business Operations |
| Quarterly grants | Quarterly | Create [the quarterly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. | Nathanael Holliday |
| Quartlery finance check | Quartlery | See [Check finances for quirks](https://fleetdm.com/handbook/business-operations#check-finances-for-quirks). |Head of Business Operations |
| AP invoice monitoring | Weekly | Look for new accounts payable invoices and make sure that Fleet's suppliers are paid. | Nathanael Holliday |
| Tax preparation | Annually on the first week of March | Provide information to tax team with Deloitte and assist with filing and paying state and federal returns | Nathanael Holliday |
| Vanta check | Monthly | Look for any new actions in Vanta due in the upcoming months and create issues to ensure they're done on time. | Nathan Holliday |
| Investor reporting | Quarterly | Provide updated metrics for CRV in Chronograph. | Nathanael Holliday |
| Applicant forwarding | Daily | Whenever an application notification arrives in the BizOps slack channel, forward this notification to the hiring channel for that position. | Joanne Stableford |
| KPI roundup + weekly update | Weekly | Update KPI spreadsheet with BizOps KPI data by 5pm US central time every Friday. At 5pm check other department KPIs to make sure they have been updated, and if not, notify DRIs and the apprentice to the CEO which KPIs have not been updated. | Nathanael Holliday |
| [Deliver annual report for venture line](https://fleetdm.com/handbook/business-operations#deliver-annual-report-for-venture-line) | Annually | Within 60 days of the new year, provide financial statements to SVB, along with board-approved projections for the new year. | Joanne Stableford |
<!--

159
handbook/business-operations/business-operations.rituals.yml Normal file
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@ -0,0 +1,159 @@
-
task: "Prioritize for next sprint" # Title that will actually show in rituals table
startedOn: "2023-08-09" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
frequency: "Triweekly" # must be supported by https://github.com/fleetdm/fleet/blob/dbbb501358e226fa3fdf48865175efe3334c826c/website/scripts/build-static-content.js
description: "Drag next sprint's priorities to the top of the 'Not yet' column." # example of a longer thing: description: "[Prioritizing next sprint](https://fleetdm.com/handbook/digital-experiencemunication)"
moreInfoUrl: "https://fleetdm.com/handbook/company/why-this-way#why-make-work-visible" #URL used to highlight "description:" test in table
dri: "joStableford" # DRI for ritual (assignee if autoIssue) (TODO display GitHub proflie pic instead of name or title)
autoIssue: # Enables automation of GitHub issues
labels: [ "#g-business-operations" ] # label to be applied to issue
repo: "confidential" # The GitHub repo that issues will be created in
-
task: "Key review prep"
startedOn: "2024-02-14"
frequency: "Triweekly"
description: "Prepare for this sprint's Key review meeting"
moreInfoUrl: "https://fleetdm.com/handbook/company/leadership#key-reviews"
dri: "joStableford"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Check ongoing events"
startedOn: "2024-02-09"
frequency: "Daily"
description: "Check event issues and complete steps"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#book-an-event"
dri: "joStableford"
-
task: "KPI roundup + weekly update"
startedOn: "2024-02-16"
frequency: "Weekly"
description: "Look for any new actions in Vanta due in the upcoming months and create issues to ensure they're done on time"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#update-weekly-kpis"
dri: "hollidayn"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "AP invoice monitoring" # TODO tie this to a responsibility
startedOn: "2024-03-31"
frequency: "Weekly"
description: "Look for new accounts payable invoices and make sure that Fleet's suppliers are paid"
moreInfoUrl:
dri: "hollidayn"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Inform managers about hours worked"
startedOn: "2024-02-09"
frequency: "Weekly"
description: "https://fleetdm.com/handbook/business-operations#inform-managers-about-hours-worked"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#inform-managers-about-hours-worked"
dri: "joStableford"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Vanta check" # TODO tie this to a responsibility
startedOn: "2024-03-01"
frequency: "Monthly"
description: "Look for any new actions in Vanta due in the upcoming months and create issues to ensure they're done on time"
moreInfoUrl:
dri: "hollidayn"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "The numbers" # TODO tie this to a responsibility
startedOn: "2024-02-28"
frequency: "Monthly"
description: "Each month, update the inputs in [The numbers](https://docs.google.com/spreadsheets/d/1X-brkmUK7_Rgp7aq42drNcUg8ZipzEiS153uKZSabWc/edit#gid=2112277278) spreadsheet to reflect the actuals for recurring non-personnel spend, and identify any unexpected increase or decrease in spend"
moreInfoUrl:
dri: "joStableford"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Monthly accounting" # TODO tie this to a responsibility
startedOn: "2024-02-28"
frequency: "Monthly"
description: "Create [the monthly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps. (This process includes fulfill the monthly reporting requirement for SVB)"
moreInfoUrl:
dri: "hollidayn"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Run US commission payroll" # TODO is this Jo or Taylor?
startedOn: "2024-02-28"
frequency: "Monthly"
description: "https://fleetdm.com/handbook/business-operations#run-us-commission-payroll"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#run-us-commission-payroll"
dri: "hughestaylor"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Run US contractor payroll"
startedOn: "2024-02-28"
frequency: "Monthly"
description: "https://fleetdm.com/handbook/business-operations#run-us-contractor-payroll"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#run-us-contractor-payroll"
dri: "joStableford"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Run payroll"
startedOn: "2024-02-28"
frequency: "Monthly"
description: "Check Gusto and Plane manually for accuracy"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#inform-managers-about-hours-worked"
dri: "joStableford"
autoIssue:
labels: [ "#g-business-operations" ]
repo: "confidential"
-
task: "Investor reporting"
startedOn: "2024-03-31"
frequency: "Quarterly"
description: "Provide updated metrics for CRV in Chronograph"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#report-quarterly-numbers-in-chronograph"
dri: "hollidayn"
-
task: "Quartlery finance check"
startedOn: "2024-03-31"
frequency: "Quarterly"
description: "Create [the quarterly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#check-finances-for-quirks"
dri: "joStableford"
-
task: "Quarterly grants"
startedOn: "2024-03-31"
frequency: "Quarterly"
description: "Create [the quarterly close GitHub issue](https://fleetdm.com/handbook/business-operations#intake) and walk through the steps"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#grant-equity"
dri: "hollidayn"
-
task: "Deliver annual report for venture line"
startedOn: "2024-11-01"
frequency: "Annually"
description: "Within 60 days of the new year, provide financial statements to SVB, along with board-approved projections for the new year"
moreInfoUrl: "https://fleetdm.com/handbook/business-operations#deliver-annual-report-for-venture-line"
dri: "joStableford"
-
task: "Tax preparation" # TODO tie this to a responsibility
startedOn: "2024-03-01"
frequency: "Annually"
description: "Provide information to tax team with Deloitte and assist with filing and paying state and federal returns"
moreInfoUrl:
dri: "hollidayn"
#-
# task: "Review ongoing articles"
# startedOn: "2023-10-02"
# frequency: "Daily"
# description: "Check 📃 Planned articles and complete steps in each issue"
# moreInfoUrl: "https://fleetdm.com/handbook/demand#review-ongoing-articles"
# dri: "spokanemac"

2
handbook/customer-success/README.md
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@ -101,7 +101,7 @@ All infrastructure alarms (fleetdm.com and Managed Cloud) will go to #help-p1. W
## Rituals
<rituals :rituals="rituals['handbook/customers/customer-success.rituals.yml']"></rituals>
<rituals :rituals="rituals['handbook/customer-success/customer-success.rituals.yml']"></rituals>
#### Stubs
The following stubs are included only to make links backward compatible.

12
handbook/customer-success/customer-success.rituals.yml
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@ -10,11 +10,19 @@
repo: "confidential"
-
task: "Upgrade Managed Cloud" # Title that will actually show in rituals table
startedOn: "2023-10-18" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
frequency: "Triweekly" # must be supported by
startedOn: "2024-02-08" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
frequency: "Weekly" # must be supported by
description: "Upgrade each Managed Cloud instance to the latest version of Fleet" # example of a longer thing: description: "[Prioritizing next sprint](https://fleetdm.com/handbook/company/communication)"
moreInfoUrl: "https://github.com/fleetdm/fleet/releases" #URL used to highlight "description:" test in table
dri: "rfairburn" # DRI for ritual (assignee if autoIssue) (TODO display GitHub proflie pic instead of name or title)
autoIssue: # Enables automation of GitHub issues
labels: [ "#g-customer-success" ] # label to be applied to issue
repo: "confidential"
-
task: "Overnight customer feedback"
startedOn: "2024-02-08"
frequency: "Daily"
description: "Respond to messages and alerts"
moreInfoUrl: "https://fleetdm.com/handbook/customer-success#respond-to-messages-and-alerts"
dri: "ksatter"

27
handbook/demand/README.md
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@ -6,7 +6,6 @@ This handbook page details processes specific to working [with](#contact-us) and
|:--------------------------------|:------------------------------------------------------------------------------------------------------------------------|
| 🫧 Head of Demand Generation | [Dustin Gerdes](https://www.linkedin.com/in/dustingerdes/) _([@3kindsoffish](https://github.com/3kindsoffish))_
| 🫧 Field Marketer | [Drew Baker](https://www.linkedin.com/in/andrew-baker-51547179/) _([@drewbakerfdm](https://github.com/drewbakerfdm))_
| 🫧 Community Advocate | [JD Strong](https://www.linkedin.com/in/jackdaniyelstrong/) _([@spokanemac](https://github.com/spokanemac/spokanemac))_
| _🎐 Head of Brand &amp; Product Marketing (CEO)_ | [Mike McNeil](https://www.linkedin.com/in/mikermcneil) _([@mikermcneil](https://github.com/mikermcneil))_
@ -66,7 +65,6 @@ Fleet improves click-through rates in their campaigns to make the most of their
7. Repeat this process
### Process pending swag requests from the website
On a weekly basis, log in to [Printful](https://www.printful.com/) and complete any draft orders so that they are sent. We currently only ship within the 48 contiguous United States and approve one free order per household under normal circumstances.
To do this:
@ -85,21 +83,23 @@ There are many times in which community members, customers, and contributors are
3. Attach tracking number to the issue and tag the requestor.
4. Confirm delivery and close issue.
### Send swag for community contributions to Fleet
- Reach out to the contributor to thank them for their contribution
- Consider sharing the contribution on social media
- Ask if we could send the contributor any swag
- If yes, follow the steps to fufuill a swag request.
### Run a new ad or change an existing ad
Any changes to the current running ads visible to a user, including designs, keywords, or targeting, are approved in 🦢🗣 Design review (#g-digital-experience), which [occurs regularly](https://fleetdm.com/handbook/company/product-groups#design-reviews) and is open to all fleeties.
1. [Head of Demand Generation](https://fleetdm.com/handbook/demand#team) adds a discussion item about the change to the [website design review agenda](https://docs.google.com/document/d/1Q73ublh9bcIL01JsY--gpZRd3KPT_KCX-F0RaorKJcM/edit)
2. During the call, they compare existing ads against the planned updates within the corresponding ad platform. ([Google Ads](https://ads.google.com/home/), [LinkedIn Campaign Manager](https://www.linkedin.com/campaignmanager/), etc.)
3. [Head of Demand Generation](https://fleetdm.com/handbook/demand#team) makes changes and creates a calendar reminder to check performance either two weeks or four weeks from the date changes were made.
> **Do changes to keywords or targeting require a design review?** Currently, all changes to these things require discussion with our product marketer.
### Engage with the community
Public conversations on social media create valuable opportunities for contributors to answer technical questions and collect feedback.
@ -112,27 +112,6 @@ Here are some links that filter relevant conversations on each platform:
3. Leave a like on threads and posts that are interesting, cool, celebratory, funny, etc. within our communities.
4. If a post is helpful to our audience, reshare it.
### Book an event
For an event to be considered, booked, and scheduled, we follow the event issue template.
1. Create a [new GitHub issue for the #g-demand board using the "Book event" issue template](https://github.com/fleetdm/confidential/issues/new/choose).
2. Drag the issue into the "🗓 Ideas for future events" column.
Once approval has been received, move the event into the "🗓 Planned events" column.
Eventbrite pages for planned events are brought to design review or CEO office minutes before being published. Pages are checked for alignment with branding standards and accurate information.
### Review ongoing events
Check the "🗓 Planned events" column in [#g-demand board](https://app.zenhub.com/workspaces/g-demand-64e6c8e2d35c7f001a457b7f/board) and continue to work through steps in each event's issue.
### Create an article
Article creation begins with creation of an issue using the "🫧 Article request" template.
1. Create a [new GitHub issue for the #g-demand board](https://github.com/fleetdm/confidential/issues/new?assignees=spokanemac&labels=%23g-demand=&template=custom-request.md&title=Article%20Idea%3A+_______________________) and select the "Event-preparation" template..
2. Move the issue into the "📃 Planned articles" column.
### Review ongoing articles
Check the "📃 Planned articles" column in [#g-demand board](https://app.zenhub.com/workspaces/g-demand-64e6c8e2d35c7f001a457b7f/board) and continue to work through steps in each event's issue.
### Respond to a "Talk to an expert" request
When a community member has a question about getting started with Fleet, they can [book a 15-minute call](https://calendly.com/jd-fleet/let-s-talk-fleet) with the Community Advocate.

44
handbook/demand/demand.rituals.yml
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@ -21,7 +21,7 @@
frequency: "Biweekly"
description: "Apply an ad variation to each ad every two weeks."
moreInfoUrl: "https://fleetdm.com/handbook/demand#optimize-ads-through-experimentation"
dri: "DrewBakerfdm"
dri: "drewBakerfdm"
-
task: "Process pending swag requests from the website" # Title that will actually show in rituals table
startedOn: "2023-09-20" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
@ -36,34 +36,6 @@
description: "Find relevant conversations with the community and contribute"
moreInfoUrl: "https://fleetdm.com/handbook/demand#engage-with-the-community"
dri: "drewbakerfdm"
-
task: "Review ongoing events"
startedOn: "2023-10-02"
frequency: "Daily"
description: "Check 🗓️ Planned events and complete steps in each issue"
moreInfoUrl: "https://fleetdm.com/handbook/demand#review-ongoing-events"
dri: "drewbakerfdm"
-
task: "Book an event"
startedOn: "2023-10-02"
frequency: "Weekly"
description: "Populate 🗓️ Ideas for future events"
moreInfoUrl: "https://fleetdm.com/handbook/demand#book-an-event"
dri: "drewbakerfdm"
-
task: "Review ongoing articles"
startedOn: "2023-10-02"
frequency: "Daily"
description: "Check 📃 Planned articles and complete steps in each issue"
moreInfoUrl: "https://fleetdm.com/handbook/demand#review-ongoing-articles"
dri: "spokanemac"
-
task: "Respond to a (Talk to an expert) request"
startedOn: "2023-08-28"
frequency: "Daily"
description: "Prepare, participate, and follow up scheduled Talk to an expert requests"
moreInfoUrl: "https://fleetdm.com/handbook/demand#talk-to-an-expert"
dri: "spokanemac"
-
task: "Publish ☁️🌈 Sprint demos"
startedOn: "2023-11-03"
@ -71,3 +43,17 @@
description: "Every release cycle, upload the ☁️🌈 Sprint demos video to YouTube"
moreInfoUrl: "https://fleetdm.com/handbook/demand#upload-to-youtube"
dri: "drewbakerfdm"
# -
# task: "Propose a fleet event"
# startedOn: "2023-10-02"
# frequency: "Daily"
# description: "Populate ideas for future events"
# moreInfoUrl: "https://fleetdm.com/handbook/demand#settle-event-strategy"
# dri: "drewbakerfdm"
# -
# task: "Respond to a (Talk to an expert) request"
# startedOn: "2023-08-28"
# frequency: "Daily"
# description: "Prepare, participate, and follow up scheduled Talk to an expert requests"
# moreInfoUrl: "https://fleetdm.com/handbook/demand#talk-to-an-expert"
# dri: "spokanemac"

26
handbook/digital-experience/README.md
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@ -6,6 +6,7 @@ This page details processes specific to working [with](#contact-us) and [within]
|:--------------------------------|:----------------------------------------------------------------------|
| Head of Design | [Mike Thomas](https://www.linkedin.com/in/mike-thomas-52277938) _([@mike-j-thomas](https://github.com/mike-j-thomas))_
| Software Engineer | [Eric Shaw](https://www.linkedin.com/in/eric-shaw-1423831a9/) _([@eashaw](https://github.com/eashaw))_
| Head of Revenue Operations | [Taylor Hughes](https://www.linkedin.com/in/taylorhughes834/) _([@hughestaylor](https://github.com/hughestaylor))_
| _Apprentice to the CEO_ | [Sam Pfluger](https://www.linkedin.com/in/sampfluger88/) _([@sampfluger88](https://github.com/sampfluger88))_
## Contact us
@ -19,6 +20,31 @@ This page details processes specific to working [with](#contact-us) and [within]
## Responsibilities
The Digital Experience department is directly responsible for the framework, content design, and technology behind Fleet's remote work culture, including fleetdm.com, the handbook, issue templates, UI style guides, internal tooling, Zapier flows, Docusign templates, key spreadsheets, and project management processes.
### Grant role-specific license to a team member (RevOps)
Certain new team members, especially in go-to-market (GTM) roles, will need paid access to paid tools like Salesforce and LinkedIn Sales Navigator immediately on their first day with the company. Gong licenses that other departments need may [request them from BizOps](https://fleetdm.com/handbook/business-operations#contact-us) and we will make sure there is no license redundancy in that department. The table below can be used to determine which paid licenses they will need, based on their role:
| Role | Salesforce CRM | Salesforce "Inbox" | LinkedIn _(paid)_ | Gong _(paid)_ | Zoom _(paid)_|
|:-----------------|:---|:---|:----|:---|:---|
| 🐋 AE | ✅ | ✅ | ✅ | ✅ | ✅
| 🐋 CSM | ✅ | ✅ | ❌ | ✅ | ✅
| 🐋 SC | ✅ | ✅ | ❌ | ❌ | ✅
| ⚗️ PM | ❌ | ❌ | ❌ | ✅ | ✅
| ⚗️ PD | ❌ | ❌ | ❌ | ✅ | ✅
| 🔦 CEO | ✅ | ✅ | ✅ | ✅ | ✅
| Other roles | ❌ | ❌ | ❌ | ❌ | ❌
> **Warning:** Do NOT buy LinkedIn Recruiter. AEs and SDRs should use their personal Brex card to purchase the monthly [Core Sales Navigator](https://business.linkedin.com/sales-solutions/compare-plans) plan. Fleet does not use a company wide Sales Navigator account. The goal of Sales Navigator is to access to profile views and data, not InMail. Fleet does not send InMail.
### Add a seat to Salesforce
Here are the steps we take to grant appropriate Salesforce licenses to a new hire:
- Go to ["My Account"](https://fleetdm.lightning.force.com/lightning/n/standard-OnlineSalesHome).
- View contracts -> pick current contract.
- Add the desired number of licenses.
- Sign DocuSign sent to the email.
- The order will be processed in ~30m.
- Once the basic license has been added, you can create a new user using the new team member's `@fleetdm.com` email and assign a license to it.
- To also assign a user an "Inbox license", go to the ["Setup" page](https://fleetdm.lightning.force.com/lightning/setup/SetupOneHome/home) and select "User > Permission sets". Find the [inbox permission set](https://fleetdm.lightning.force.com/lightning/setup/PermSets/page?address=%2F005%3Fid%3D0PS4x000002uUn2%26isUserEntityOverride%3D1%26SetupNode%3DPermSets%26sfdcIFrameOrigin%3Dhttps%253A%252F%252Ffleetdm.lightning.force.com%26clc%3D1) and assign it to the new team member.
### Refresh event calendar
Fleet's public relations firm is directly responsible for the accuracy of event locations, attendance dates, and CFP deadlines in the event strategy workbook. At the end of every quarter, the PR firm updates every event in the ["Event strategy workbook"](https://docs.google.com/spreadsheets/d/1YQXAX2Q_WnGkAwMYjMbQpV3nbCj7gOBbv7Y0u4twxzQ/edit) (private Google doc) by following these steps:

12
handbook/digital-experience/digital-experience.rituals.yml
View file

@ -17,6 +17,16 @@
description: "Prepare the CEO office minutes calendar event and meeting agenda"
moreInfoUrl: "https://fleetdm.com/handbook/digital-experience#prepare-for-ceo-office-minutes"
dri: "sampfluger88"
-
task: "Revenue report" # TODO tie this to a responsibility
startedOn: "2024-02-12"
frequency: "Weekly"
description: "At the start of every week, check the Salesforce reports for past due invoices, non-invoiced opportunities, and past due renewals. Report any findings to in the `#g-sales` channel by mentioning Alex Mitchell and Mike McNeil."
moreInfoUrl:
dri: "hughestaylor"
autoIssue:
labels: [ "#g-digital-experience" ]
repo: "confidential"
-
task: "Refresh event calendar"
startedOn: "2023-12-31"
@ -27,7 +37,7 @@
-
task: "Prioritize for next sprint" # Title that will actually show in rituals table
startedOn: "2023-08-09" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday
frequency: "Triweekly" # must be supported by
frequency: "Triweekly" # must be supported by https://github.com/fleetdm/fleet/blob/dbbb501358e226fa3fdf48865175efe3334c826c/website/scripts/build-static-content.js
description: "Drag next sprint's priorities to the top of the 'Not yet' column." # example of a longer thing: description: "[Prioritizing next sprint](https://fleetdm.com/handbook/digital-experiencemunication)"
moreInfoUrl: "https://fleetdm.com/handbook/company/why-this-way#why-make-work-visible" #URL used to highlight "description:" test in table
dri: "sampfluger88" # DRI for ritual (assignee if autoIssue) (TODO display GitHub proflie pic instead of name or title)

32
handbook/sales/README.md
View file

@ -9,9 +9,8 @@ This handbook page details processes specific to working [with](#contact-us) and
| Director of Solutions Consulting | [Dave Herder](https://www.linkedin.com/in/daveherder/) _([@dherder](https://github.com/dherder))_
| Solutions Consultant (SC) | [Will Mayhone](https://www.linkedin.com/in/william-mayhone-671977b6/) _([@willmayhone88](https://github.com/willmayhone88))_
| Head of Public Sector | [Keith Barnes](https://www.linkedin.com/in/keith-barnes-8b666/) _([@KAB703](https://github.com/KAB703))_
| Head of Revenue Operations | [Taylor Hughes](https://www.linkedin.com/in/taylorhughes834/) _([@hughestaylor](https://github.com/hughestaylor))_
| Account Executive (AE) | [Tom Ostertag](https://www.linkedin.com/in/tom-ostertag-77212791/) _([@TomOstertag](https://github.com/TomOstertag))_, [Patricia Ambrus](https://www.linkedin.com/in/pambrus/) _([@ambrusps](https://github.com/ambrusps))_, [Anthony Snyder](https://www.linkedin.com/in/anthonysnyder8/) _([@AnthonySnyder8](https://github.com/AnthonySnyder8))_, [Paul Tardif](https://www.linkedin.com/in/paul-t-750833/) _([@phtardif1](https://github.com/phtardif1))_
| Sales Development Rep (SDR) | [Ringo Ringhofer](https://www.linkedin.com/in/tom-ringhofer/) _([@ringoshere](https://github.com/ringoshere))_, [Brad Macdowall](https://www.linkedin.com/in/bradmacdowall/) _([@bradmacd](https://github.com/bradmacd))_
## Contact us
- To **make a request** of this department, [create an issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23g-sales&projects=&template=custom-request.md&title=Request%3A+_______________________) and a team member will get back to you within one business day (If urgent, mention a [team member](#team) in the [#g-sales](https://fleetdm.slack.com/archives/C030A767HQV)).
@ -26,7 +25,6 @@ The following table lists the Customer's group's rituals, frequency, and Directl
| Ritual | Frequency | Description | DRI |
|:-----------------------------|:-----------------------------|:----------------------------------------------------|-------------------|
| Overnight customer feedback | Daily | Check Slack for customer feedback that occurred outside of usual business hours.| Kathy Satterlee |
| Customer Slack channel monitoring | Daily | Continuously monitor Slack for customer feedback, feature requests, reported bugs, etc., and respond in less than an hour. | Kathy Satterlee |
| Customer follow-up | Daily | Follow-up and tag appropriate personnel for follow-up on customer items in progress and items that remain unresolved. | Kathy Satterlee |
| Internal follow-up | Daily | Go through Fleet's internal Slack channels to check for any relevant new information or tasks from other teams. | Kathy Satterlee |
@ -39,9 +37,6 @@ The following table lists the Customer's group's rituals, frequency, and Directl
| Opportunity pipeline review | Weekly | Agenda: Go through every [open opportunity](https://fleetdm.lightning.force.com/lightning/o/Opportunity/list?filterName=00B4x00000CTHZIEA5) and update the next steps, amounts, dates, and status (including choosing Closed Lost if no communications for >= 45 days). | Alex Mitchell
[Salesforce contributor experience checkup](#salesforce-contributor-experience-checkups)| Monthly | Make sure all users see a detailed view of contacts, opportunities, accounts, and leads. | Taylor Hughes |
| Lead pipeline review | Weekly | Agenda: Review leads by status/stage; make sure SLAs are met. Clean up Open MQL list. Ask CRO if questions. | Alex Mitchell |
| Dripify review | Daily | Review responses to Dripify sequencing, respond to standard messages, escalate urgent messages in `#help-CEO`. | Brad Macdowall
--->
## Responsibilities
@ -162,31 +157,6 @@ To close a deal with a new customer (non-self-service), create and complete a Gi
### Change customer credit card number
You can help a Premium license dispenser customers change their credit card by directing them to their [account dashboard](https://fleetdm.com/customers/dashboard). On that page, the customer can update their billing card by clicking the pencil icon next to their billing information.
### Grant role-specific license to a team member (RevOps)
Certain new team members, especially in go-to-market (GTM) roles, will need paid access to paid tools like Salesforce and LinkedIn Sales Navigator immediately on their first day with the company. Gong licenses that other departments need may [request them from BizOps](https://fleetdm.com/handbook/business-operations#contact-us) and we will make sure there is no license redundancy in that department. The table below can be used to determine which paid licenses they will need, based on their role:
| Role | Salesforce CRM | Salesforce "Inbox" | LinkedIn _(paid)_ | Gong _(paid)_ | Zoom _(paid)_ |
|:-----------------|:---|:---|:----|:---|:---|
| 🐋 AE | ✅ | ✅ | ✅ | ✅ | ✅
| 🐋 CSM | ✅ | ✅ | ❌ | ✅ | ✅
| 🐋 SC | ✅ | ✅ | ❌ | ❌ | ✅
| 🫧 SDR | ✅ | ✅ | ✅ | ❌ | ❌
| ⚗️ PM | ❌ | ❌ | ❌ | ✅ | ✅
| ⚗️ PD | ❌ | ❌ | ❌ | ✅ | ✅
| 🔦 CEO | ✅ | ✅ | ✅ | ✅ | ✅
| Other roles | ❌ | ❌ | ❌ | ❌ | ❌
> **Warning:** Do NOT buy LinkedIn Recruiter. AEs and SDRs should use their personal Brex card to purchase the monthly [Core Sales Navigator](https://business.linkedin.com/sales-solutions/compare-plans) plan. Fleet does not use a company wide Sales Navigator account. The goal of Sales Navigator is to access to profile views and data, not InMail. Fleet does not send InMail.
### Add a seat to Salesforce
Here are the steps we take to grant appropriate Salesforce licenses to a new hire:
- Go to ["My Account"](https://fleetdm.lightning.force.com/lightning/n/standard-OnlineSalesHome).
- View contracts -> pick current contract.
- Add the desired number of licenses.
- Sign DocuSign sent to the email.
- The order will be processed in ~30m.
- Once the basic license has been added, you can create a new user using the new team member's `@fleetdm.com` email and assign a license to it.
- To also assign a user an "Inbox license", go to the ["Setup" page](https://fleetdm.lightning.force.com/lightning/setup/SetupOneHome/home) and select "User > Permission sets". Find the [inbox permission set](https://fleetdm.lightning.force.com/lightning/setup/PermSets/page?address=%2F005%3Fid%3D0PS4x000002uUn2%26isUserEntityOverride%3D1%26SetupNode%3DPermSets%26sfdcIFrameOrigin%3Dhttps%253A%252F%252Ffleetdm.lightning.force.com%26clc%3D1) and assign it to the new team member.
## Rituals