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Update README.md (#13000)

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adding changes for messaging in slack to the sc channel.
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Dave Herder 2023-07-27 11:45:53 -07:00 committed by GitHub
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handbook/customers/README.md
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@ -42,7 +42,7 @@ This workflow outlines the process that sales and customer success can follow wh
- They complete the AE tasks listed at the top of the issue.
- Then they assign the issue to BizOps and the Head of Customer Success (CS).
- AE completes the Business Objectives section of the Account Plan located in the Sales> Opportunities> {Account Name} shared google drive folder.
- Solution Architect completes the Technical Objectives section of the Account Plan located in the Sales> Opportunities> {Account Name} shared google drive folder.
- Solutions Consultant completes the Technical Objectives section of the Account Plan located in the Sales> Opportunities> {Account Name} shared google drive folder.
- AE moves the {Account Name} folder within Opportunities to the Sales> Account Plans folder.
- The AE schedules a 30 minute internal handoff call with CS and any other related parties to the sale.
- Prepare to review the following from the Account Plan:
@ -270,7 +270,7 @@ When creating a new issue, make sure the following:
### Assistance from engineering
Customer team members can reach the engineering oncall for assistance by writing a message with `@oncall` in the `#help-engineering` channel of the Fleet Slack.
Customer team members can reach the engineering oncall for assistance by writing a message with `@oncall` in the `#help-engineering` channel of the Fleet Slack. Additional help can be obtained by messaging your friendly Solutions Consultant in the `#help-solutions-consulting` channel.
## Runbook
@ -293,7 +293,7 @@ Occasionally, we will need to track public issues for customers that wish to rem
## Generating a trial license key
1. Fleet's self-service license key creator is the best way to generate a proof of concept (POC) or renewal/expansion Fleet Premium license key.
- [Here is a tutorial on using the self-service method](https://www.loom.com/share/b519e6a42a7d479fa628e394ee1d1517) (internal video)
- Pre-sales license key DRI is the Director of Solutions Architecture
- Pre-sales license key DRI is the Director of Solutions Consulting
- Post-sales license key DRI is the VP of Customer Success
2. Legacy method: [create an opportunity issue](https://github.com/fleetdm/confidential/issues/new/choose) for the customer and follow the instructions in the issue for generating a trial license key.
@ -519,6 +519,7 @@ The following [Slack channels are maintained](https://fleetdm.com/handbook/compa
| `#fleet-at-*` _(customer channels)_ | Kathy Satterlee |
| `#g-sales` | Alex Mitchell |
| `#_from-prospective-customers` | Alex Mitchell |
| `#help-solutions-consulting` | Dave Herder |
<meta name="maintainedBy" value="alexmitchelliii">