From 4cb9a48b3b4247a53264ca9697a8aee86ba7cae5 Mon Sep 17 00:00:00 2001 From: Sam Pfluger <108141731+Sampfluger88@users.noreply.github.com> Date: Mon, 12 Feb 2024 12:23:21 -0600 Subject: [PATCH] Org changes and rituals.yml (#16730) --- handbook/business-operations/README.md | 45 ++--- .../business-operations.rituals.yml | 159 ++++++++++++++++++ handbook/customer-success/README.md | 2 +- .../customer-success.rituals.yml | 12 +- handbook/demand/README.md | 27 +-- handbook/demand/demand.rituals.yml | 44 ++--- handbook/digital-experience/README.md | 26 +++ .../digital-experience.rituals.yml | 12 +- handbook/sales/README.md | 32 +--- 9 files changed, 249 insertions(+), 110 deletions(-) create mode 100644 handbook/business-operations/business-operations.rituals.yml diff --git a/handbook/business-operations/README.md b/handbook/business-operations/README.md index 6b31ff3141..4abde4d97b 100644 --- a/handbook/business-operations/README.md +++ b/handbook/business-operations/README.md @@ -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. +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. + + + + ## 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.) + -| 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 | ## 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 dayΒ 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)_ | -|:-----------------|:---|:---|:----|:---|:---| -| πŸ‹ AE | βœ… | βœ… | βœ… | βœ… | βœ… -| πŸ‹ CSM | βœ… | βœ… | ❌ | βœ… | βœ… -| πŸ‹ SC | βœ… | βœ… | ❌ | ❌ | βœ… -| 🫧 SDR | βœ… | βœ… | βœ… | ❌ | ❌ -| βš—οΈ PM | ❌ | ❌ | ❌ | βœ… | βœ… -| βš—οΈ PD | ❌ | ❌ | ❌ | βœ… | βœ… -| πŸ”¦ CEO | βœ… | βœ… | βœ… | βœ… | βœ… -| 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