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Charlotte chance patch 1 (#9674)
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Charlie Chance
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2 changed files with 117 additions and 23 deletions
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@ -4,7 +4,6 @@
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- [Finance](#finance)
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- [BizOps](#bizops)
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- [Security](#security)
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## Finance
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@ -65,21 +64,40 @@ We use [Zoom](https://zoom.us) for virtual meetings at Fleet, and it is importan
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By default, Zoom settings are the same for all Fleet team members, but you can change your personal settings on your [profile settings](https://zoom.us/profile/setting) page.
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Settings that have a lock icon next to them have been locked by an administrator and cannot be changed. Zoom administrators can change settings for all team members on the [account settings page](https://zoom.us/account/setting) or for individual accounts on the [user management page](https://zoom.us/account/user#/).
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#### Gong
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Capturing video from meetings with customers, prospects, and community members outside the company is an important part of building world-class sales and customer success teams and is a widespread practice across the industry.
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At Fleet, we use Gong to capture Zoom meetings and share them company-wide if a team member with a Gong license attends certain meetings, generally those with at least one person from outside of Fleet in attendance.
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While some other Fleeties may have a Gong seat if it becomes necessary in their work, the typical use case at Fleet is for employees on the company's sales, customer success, or customer support teams. You should be notified anytime you join a recorded call with an audio message announcing "this meeting is being recorded" or "recording in progress." To stop a recording, the host of the call can press "Stop." If the call has external participants and is recorded, this call is stored in Gong for future use. In order to use Gong, the Zoom call must be hosted by someone with a Fleet email address. You cannot use Gong to record calls hosted by external parties.
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To access a recording saved in Gong, visit [app.gong.io](app.gong.io) and sign in with SSO. Everyone at Fleet has access, whether they have a Gong seat or not, and you can explore and search through any uploaded call transcripts unless someone marks them as private (though the best practice would be not to record any calls you don't want to be captured). If you ever make a mistake and need to delete something, you can delete the video in Gong or reach out to Nathan Holliday or Mike McNeil for help. They will delete it immediately without watching the video. Note that any recording stopped within 60 seconds of the start of the recording is not saved in Gong, and there will be no saved record of it. Cloud recording in Zoom has to be turned on and unlocked company wide for Gong to function properly, because of this, there is a chance that some Gong recordings may still save in Zoom's cloud storage even if they aren't uploaded into Gong. To counter this, Nathan Holliday will periodically delete all recordings found in Zoom's storage without viewing them.
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Most folks at Fleet should see no difference in their meetings if they aren't interfacing with external parties. For those with a Gong seat or scheduling a call with someone in attendance that has a Gong seat who does not wish for their Zoom call with an external party to record, words and phrases in the Zoom call title will disable the Gong recording for the call. 1 on 1, 1:1, confidential, interview, internal and no shadows are some commonly used words that will disable Gong. A complete list can be found [here](https://docs.google.com/document/d/1OOxLajvqf-on5I8viN7k6aCzqEWS2B24_mE47OefutE/edit?usp=sharing). If you need words added to the list of exlusionary words, please reach out to Nathan Holliday.
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We have excluded anyone with an email domain from @cooley.com or @formationfinancial.com from Gong's recording feature. These are professional services firms working with Fleet on internal matters, and calls with them are considered internal.
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Capturing video from meetings with customers, prospects, and community members outside the company is an important part of building world-class sales and customer success teams and is a widespread practice across the industry. At Fleet, we use Gong to capture Zoom meetings and share them company-wide. If a team member with a Gong license attends certain meetings, generally those with at least one person from outside of Fleet in attendance.
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- While some Fleeties may have a Gong seat that is necessary in their work, the typical use case at Fleet is for employees on the company's sales, customer success, or customer support teams.
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- You should be notified anytime you join a recorded call with an audio message announcing "this meeting is being recorded" or "recording in progress." To stop a recording, the host of the call can press "Stop."
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- If the call has external participants and is recorded, this call is stored in Gong for future use.
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To access a recording saved in Gong, visit [app.gong.io](app.gong.io) and sign in with SSO.
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- Everyone at Fleet has access, whether they have a Gong seat or not, and you can explore and search through any uploaded call transcripts unless someone marks them as private (though the best practice would be not to record any calls you don't want to be captured).
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If you ever make a mistake and need to delete something, you can delete the video in Gong or reach out to Nathan Holliday or Mike McNeil for help. They will delete it immediately without watching the video.
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- Note that any recording stopped within 60 seconds of the start of the recording is not saved in Gong, and there will be no saved record of it.
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Most folks at Fleet should see no difference in their meetings if they aren't interfacing with external parties.
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Our goal in using Gong and recording calls is to capture insights from sales, customer, and community meetings and improve how we position and sell our product. We never intend to make anyone uncomfortable, and we hope you reach out to our DRI for Gong, Nathan Holliday, or Mike McNeil if you have questions or concerns.
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If you need help using Gong, please check out Gong Acaedmy at [https://academy.gong.io/](https://academy.gong.io/).
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Troubleshooting Gong:
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- In order to use Gong, the Zoom call must be hosted by someone with a Fleet email address.
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- You cannot use Gong to record calls hosted by external parties.
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- Cloud recording in Zoom has to be turned on and unlocked company wide for Gong to function properly, because of this, there is a chance that some Gong recordings may still save in Zoom's cloud storage even if they aren't uploaded into Gong.
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- To counter this, Nathan Holliday will periodically delete all recordings found in Zoom's storage without viewing them.
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- For those with a Gong seat or scheduling a call with someone in attendance that has a Gong seat who does not wish for their Zoom call with an external party to record:
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- A complete list can be found [here](https://docs.google.com/document/d/1OOxLajvqf-on5I8viN7k6aCzqEWS2B24_mE47OefutE/edit?usp=sharing).
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- 1 on 1, 1:1, confidential, interview, internal and no shadows are some commonly used words that will disable Gong.
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- If you need words added to the list of exlusionary words, please reach out to Nathan Holliday.
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- We have excluded anyone with an email domain from @cooley.com or @pilot.com from Gong's recording feature. These are professional services firms working with Fleet on internal matters, and calls with them are considered internal.
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>If you need help using Gong, please check out Gong Academy at [https://academy.gong.io/](https://academy.gong.io/).
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#### Slack
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At Fleet, we do not send internal emails to each other. Instead, we prefer to use Slack to communicate with other folks who work at Fleet.
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We use threads in Slack as much as possible. Threads help limit noise for other people following the channel and reduce notification overload.
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We configure our [working hours in Slack](https://slack.com/help/articles/360025054173-Set-up-Slack-for-work-hours-) to make sure everyone knows when they can get in touch with others.
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#### Zapier and DocuSign
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We use Zapier to automate how completed DocuSign envelopes are formatted and stored. This process ensures we store signed documents in the correct folder and that filenames are formatted consistently.
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When the final signature is added to an envelope in DocuSign, it is marked as completed and sent to Zapier, where it goes through these steps:
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@ -4,25 +4,96 @@ This page details processes specific to Mike McNeil, CEO of Fleet. Below are a l
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#### In this section
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- [The CEO support team](#the-ceo-support-team)
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- [CEO preferences](#ceo-preferences)
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- [Contacting the CEO](#contacting-the-ceo)
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- [Scheduling with the CEO](#scheduling-with-the-ceo)
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- [OKR planning](#okr-planning)
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- [Prep work](#prep-work)
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- [Tasks as assigned](#tasks-as-assigned)
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## The CEO support team
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### EA to the CEO
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| Task | Description | Frequency |
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| ----------------------------------------------------------- | -----------------------------------------------------------------| --------------------- |
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| CEO e-mail management | Triage inbound communications, draft responses, flag actions | Daily, multiple times |
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| General communications in #help-ceo slack channel | Triage inbound communications, draft responses, flag actions | Daily, multiple times |
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| Schedule internal and external meetings for the CEO | Triage inbound communications, draft responses, flag actions | Daily, multiple times |
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| Meeting requests in #-meetings and #help-ceo slack channels | Triage inbound communications, draft responses, flag actions | Daily, multiple times |
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| Preparing agendas and content for CEO's meetings | Create and edit agenda, provide context, and contact information | PRN |
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| Expenses for the CEO | Intake expense receipts | PRN |
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| Ad-hoc requests from the CEO | Triage requests, prioritize actions, flag actions for further review | PRN |
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| Total travel coordination for the CEO | Triage travel request, plan and coordinate flight, stay, and conceirge arrangements | PRN |
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| Coordinate the weekly E-Group calendar events for the Executive team | Triage requests, agenda prep, flag actions, follow up | Weekly, PRN |
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## CEO preferences
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### Scheduling with the CEO
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>Reach out to the EA to the CEO in `#-meetings` with the required details to book a meeting with the CEO.
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>All meetings on Mike's calendar should be scheduled and vetted by the EA to the CEO.
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>- Please do not directly schedule a meeting onto Mike's calendar without confirming with the EA to the CEO in advance or unless requested directly from Mike.
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>- The CEO requires meetings to originate from his calendar and on his Zoom account.
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Meetings before 9 am and after 6 pm Central require Mike's approval before scheduling. Please reach out to the EA to the CEO with your rationale for an exception.
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- If Mike agrees to a meeting at 9 am or earlier, please schedule a block on his calendar on the previous day reminding him that he has a meeting before 9 am Central the following day.
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Morning times should be held for team members and external folks whose timezones make it harder for them to meet later in the day.
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- The EA to the CEO will confirm that recipients have accepted invites.
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- If a recipient has not accepted, the EA to the CEO will reach out to confirm attendance at least 24 hours before the meeting is scheduled to begin.
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Don't schedule over the Weekly E-group call unless approved by Mike.
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- Refer to Mike's list of priorities in the [Priority calls](https://docs.google.com/document/d/1kYbRUMiGgOtrl1Lh6HWRc64p3rLhwvgTZD6CSONbGEo/edit#) (internal doc).
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All holds on Mike's calendar need a reason so he can judge when the hold might no longer apply.
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Meeting agendas should be added to the calendar invite by copying and pasting the link in the top of the calendar invite description in this format: "Agenda:link".
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Sales meetings are important. If the CEO can help the process, feel free to include him in the meeting by working with the EA to CEO on this.
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- Please include the sales rep and solutions architect in this meeting.
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- The person requesting the meeting should provide an agenda document to the EA at the time of their request to schedule.
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Last minute changes or cancellations should be communicated to Mike via DM rather than public Slack messages or messages in a thread.
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- If there is additional context to share, you can cross-post another Slack message as part of your DM.
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### CEO email management
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- Labels: /DOTO Mike, /FYI Mike, /EA is monitoring, /Signature needed
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- Emails that need the CEO's attention should be "starred"
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- EA should prepare draft responses, move drafts to the Inbox, and label
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### Travel preferences
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Current preferences for flights are:
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- Aisle seat
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- Direct flight whenever possible
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- Check a bag for all trips longer than one night
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- Add Brex card information for pre-flight snacks and drinks forms
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- Frequent Flyer details of all (previously flown) airlines are in 1Password as well as important travel documents
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### `#Help Mission Control` slack channel
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This channel is for the CEO to drop ideas and tasks for his executive leadership team. The name of this channel was carefully chosen to reflect how we'll work together to help visualize and execute the plans for Fleet.
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- Labels: TODO, DOTO, FYI
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- Mark requests with 👀 to indicate that you are working on the task
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- Mark requests with ✅ to indicate that you completed the task
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## Contacting the CEO
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Keeping up with Slack is tough enough, even more so if you’re the CEO. That’s why Fleeties have different ways to contact Mike depending on the urgency of the request.
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### Non-urgent
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#### Non-urgent
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"Non-urgent" means your request can wait until the next time you and Mike are scheduled to meet in Zoom. In which case, please comment in the Hallway section of your agenda doc from the meeting you share.
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If you don’t share a meeting with Mike, please post in the #help-ceo channel without mentioning @mikemcneil. Charlie Chance monitors this channel and will prioritize your request or add it to the 🔭🗣[CEO office hours agenda](https://docs.google.com/document/d/1g7iYQ_4vwLHnlVYb9J4MdlBkFNcFfweBB4pVWRwMWpI/edit?usp=sharing).
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If you don’t share a meeting with Mike, please post in the #help-ceo channel without mentioning `@mikemcneil`. Charlie Chance monitors this channel and will prioritize your request or add it to the 🔭🗣[CEO office hours agenda](https://docs.google.com/document/d/1g7iYQ_4vwLHnlVYb9J4MdlBkFNcFfweBB4pVWRwMWpI/edit?usp=sharing).
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### Urgent
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“Urgent” requests can’t wait until another scheduled meeting. If you have an urgent request, please mention @mikermcneil in the relevant Slack thread or channel. Please don't use group DMs.
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#### Urgent
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“Urgent” requests can’t wait until another scheduled meeting. If you have an urgent request, please mention `@mikermcneil` in the relevant Slack thread or channel. Please don't use group DMs.
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#### Emergency
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“Emergency” requests must be addressed the same day. If you need to contact the CEO ASAP, please post in `#help-p1` Slack channel. This will send a text message to Mike’s cell phone, even if it’s in "do not disturb" mode.
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### Emergency
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“Emergency” requests must be addressed the same day. If you need to contact the CEO ASAP, please post in #help-p1 Slack channel. This will send a text message to Mike’s cell phone, even if it’s in "do not disturb" mode.
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## OKR planning
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OKRs (Objective Key Results) help to inform what to prioritize and communicate company goals while encouraging cross-team collaboration.
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@ -43,31 +114,35 @@ Every month Charlie will do the prep work for the monthly "✌️ All hands 🖐
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4. **If applicable** Update "🦉 Welcome!" slide to reflect new investors or advisors using "**name** <em>(pronoun)</em>, position, company".
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5. **If applicable** Update "🤝 Welcome!" slide to reflect new customers.
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6. Update slides that contain dates to reflect current All Hands date.
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7. Update slides that contain metrics to reflect current information using the [🌈 Weekly updates](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit?pli=1#gid=0).
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8. **If applicable** Update Quarterly OKRs to reflect current OKR goals for the current quarter.
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7. Update slides that contain metrics to reflect current information using the [🌈 Weekly updates](https://docs.google.com/spreadsheets/d/1Hso0LxqwrRVINCyW_n436bNHmoqhoLhC8bcbvLPOs9A/edit?pli=1#gid=0) doc.
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8. **If applicable** Update Quarterly OKRs to reflect current OKR goals for the quarter.
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9. Test that the transition on the last slides continue to work.
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10. **If applicable** Add new customer's logo to final slide.
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11. **If applicable** Add a "Star slide" for guest speakers.
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The day before the All Hands, Mike will prepare slides that reflect the CEO vision and focus.
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### Calendar audit
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As Fleet grows, time management for the CEO is more essential. Charlie will audit the CEOs calendar and set meeting notes for calls with external attendees.
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In the notes document include:
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1. LinkedIn profile link of all outside participants
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2. Company profile link
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3. Context that helps the CEO to understand purpose of meeting at a glance
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4. Share document with meeting participants
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3. Context that helps the CEO to understand the purpose of meeting at a glance
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4. Share the document with meeting participants
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**Additional product design review sessions are welcomed and a top priority for the CEO to get on the calendar quickly. _Other internal meetings and blocked time can always be moved to make room. External meetings, travel, and personal commitments cannot be moved._ To schedule, mention @Charlie in the #-meetings channel.**
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**Additional product design review sessions are welcomed and a top priority for the CEO to get on the calendar quickly. _Other internal meetings and blocked time can always be moved to make room. External meetings, travel, and personal commitments cannot be moved._ To schedule, mention @Charlie in the `#-meetings` channel.**
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**The CEO welcomes opportunities to support teams on customer calls. _External meetings, travel, and personal commitments cannot be moved._ To schedule, mention @Charlie in the #-meetings channel in Slack.**
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**The CEO welcomes opportunities to support teams on customer calls. _External meetings, travel, and personal commitments cannot be moved._ To schedule, mention @Charlie in the `#-meetings` channel in Slack.**
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### 🧑🚀 Sid : Mike document preparation
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### 💻 Sid : Mike document preparation
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Every two weeks, our CEO Mike has a 1:1 meeting with our Investor Sid. The Charlie completes four parts while constructing the associated document.
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- After the 1:1 meeting has happened, Charlie makes a copy of the original document, labels it "yyyy-mm-dd Backup copy of 🧑🚀 Sid : Mike," and moves it to a private folder.
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- After the 1:1 meeting has happened, Charlie makes a copy of the original document, labels it "yyyy-mm-dd Backup copy of 💻 Sid : Mike," and moves it to a private folder.
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- Charlie will change the permissions on the new copy to share it with Mike and Zach and set Mike to be the file's owner. If there are any agenda items labeled "TODO," Charlie will comment in the backup copy to assign them to Mike.
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- Charlie prepares the original document by deleting the agenda items in the "Hallway" and "Feedback" sections, leaving only the "Vision" section.
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- Charlie will update the monthly "All Hands" link and grant Sid viewing access.
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- Charlie will send Mike links to the new document and the backup copy in a direct message in Slack.
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- The day before the meeting, Charlie will prepare the "Vision" section of the original document. Charlie will collect and update information related to annual recurring revenue, new members in the `#fleet` channel in the osquery Slack, the number of new customers and opportunities from Salesforce, the total number of devices using Fleet, the company's current headcount, and banking information.
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The day before the meeting, Mike will prepare the "Vision" section of the original document. Mike will collect and update information related to annual recurring revenue, new members in the `#fleet` channel in the osquery Slack, the number of new customers and opportunities from Salesforce, the total number of devices using Fleet, the company's current headcount, and banking information.
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### Investor and advisor updates
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We like to regularly share updates about how Fleet is growing with our investors and advisors.
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@ -86,6 +161,7 @@ At Fleet, document prep steps are determined by the type of meeting.
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>Journals are good when the primary goal is understanding status, asking questions. (e.g. a key review, a demo session, customer voice, prospect voice, community voice) There might be action items that come out of it, but they aren't the goal of the meeting. TODOs in journals are suspect and often overlooked.
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Whereas agendas are good when it's all about action items / decisions / discussing a topic. Like the whole reason a bullet is there is to make someone aware, to get feedback, to make a decision, or because it's an important TODO for someone on that call. TODOs in agendas are very easy to keep track of and can be trusted more.
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## Tasks as assigned
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### Private whiteboard
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