diff --git a/handbook/customers/README.md b/handbook/customers/README.md index 04f6ff7597..03d2d55b64 100644 --- a/handbook/customers/README.md +++ b/handbook/customers/README.md @@ -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 |