fleet/handbook/sales

Sales

This handbook page details processes specific to working with and within this department.

Team

Role	Contributor(s)
SVP of Global Sales	Chaz MacLaughlin (@chazmac6)
Head of Strategic Growth	Alex Mitchell (@alexmitchelliii)
Channel Manager, North America	Eric Comeau (@escomeau)
Account Executive (AE)	See 🚂 Go-To-Market operations
Solutions Specialist	See 🚂 Go-To-Market operations

Contact us

• To make a request of this department, create an issue and a team member will get back to you within one business day. (If urgent, mention a team member in the help-sales Slack channel.)
  • Any Fleet team member can view the kanban board for this department, including pending tasks and the status of new requests.
  • Please use issue comments and GitHub mentions to communicate follow-ups or answer questions related to your request.

Sales forecast

To maintain an accurate picture of our performance and make sure our weekly forecast calls are as productive as possible, every Account Executive (AE) is required to update the AE weekly sales forecast spreadsheet (CONFIDENTIAL DOC - see agenda in calendar event) by Thursday, 5:00 PM PT. This data enables leadership to identify risks early and provide the support needed to close deals. Data is reviewed Friday mornings during the weekly "☕️ Forecast call".

Responsibilities

The Sales department is directly responsible for attaining the revenue goals of Fleet and helping to deliver upon our customers' objectives.

Add an account to your patch

Use the following steps to add an account to Salesforce if one doesn't exist already:

1. Obtain the company name, website, and LinkedIn company url of the account you would like to create and search Salesforce to be sure a duplicate, parent, or child account doesn't already exist.
2. If the account already exists, reach out to the Head of GTM Architecture in the :help-gtm-ops Slack channel with the account data and request the account be created and/or added to your patch.

Respond to a customer feature comparison request

AEs, SEs, and CSMs will bring any feature comparison / evaluation matrices / spreadsheets from prospects to the "🎐🗣 Design review (:help-design)" meeting for CEO review. The rep will:

• Add themselves and Deal Desk to the "🎐🗣 Design review (:help-design)" calendar event (on the Office hours calendar).
• Review with the CEO, and iterate on the comparison until approved by the CEO to provide to the prospect.

Demo Fleet to a prospect

To run a demo for a prospect, follow the relevant steps in "Why Fleet?"

Introduce Fleet's CEO

To get the CEO's attention and introduce him to an account, @-mention his Executive Assistant (@SFriendLee) in the #help-ea Slack channel with the LinkedIn URL(s) of the people you would like the CEO to connect with. The EA will send all connect requests within the same business day.

Request executive involvement in an opportunity

When executive involvement (e.g., from the CEO, Customer Success leader, or another Fleet executive) would meaningfully increase the likelihood of closing a deal, the AE can request that a specific executive join a prospect call for an already-qualified opportunity. Executive involvement is meant to accelerate deals, not create qualification. The AE will submit a request in the #help-sales Slack channel at least 48 hours before the requested call. Use the following template to submit your request:

- Who are you requesting: @REQUESTED_EXECUTIVE
- Clear objective: Be explicit about what decision, commitment, or alignment we’re seeking.
- A brief opportunity overview: company name, incumbent solution, objective, what the AE needs the executive to say, and what the executive should **not** say.
- Confirmed attendees: We match executive-level (jerseys) on both sides, no title mismatch.
- Opportunity URL:

Track an objection

To track an objection you heard from a prospect, follow the relevant steps in "Why Fleet?"

Track a TODO for a Solutions Consultant

In the "#help-solutions-consulting" Slack channel, add the action item to the "TODO" section of the correct canvas. You can use the Solution Consultant canvas template for reference.

Change a contact's organization in Salesforce

Use the following steps to change a contact's organization in Salesforce:

• If the contact's organization in Salesforce is incorrect but their new organization is unknown, navigate to the contact in Salesforce and change the "Account name" to "? (Unsure)" and save.
• If the contact's organization in Salesforce is incorrect and we know where they're moving to, navigate to the contact in Salesforce, change the "Account name" to the contact's new organization, and save.

Review Salesforce opportunities

Every week, the sales manager will review the necessary opportunities with internal stakeholders. The AE or CSM who owned the deal, their manager, the Head of Marketing, GTM Systems Architect, and the CEO will review all opportunities on the "Ω Ops for review" report in Salesforce. Opportunities will be reviewed for a number of reasons, including:

• If the opportunity is older than 30 days, but the prospect hasn't been sent an order form yet.
• Any closed-lost new business or expansion opportunity from the previous week.
• Any opportunity with a closed date pushed into a different quarter.

If no opportunities meet these criteria, the meeting is used to discuss the oldest opportunities and close any that are stalled.

Communicate Gross new ARR added

Once a week, during the "🤝❌ Closed (for now) opportunity review" meeting, the CEO and CRO will measure the amount of "Gross new ARR" added towards the goal set forth by the CEO. To do this:

1. Before the meeting, the GTM Systems Architect will copy the goal from the gross new ARR goal from "OCV GOH: Fleet" doc (confidential document) and add it to the 🤝❌ Closed (for now) opportunity review (confidential doc).
2. Before the meeting, the Executive Assistant will take a screenshot of the Ω Open ops (Next 45 days) oppty list that includes the next 5+ deals set to close based on "Close date" and add it to the doc.
3. Using the "Ω ∆ARR won + open pipeline (current Q)" Salesforce report (and adjusting the filters if needed), the Executive Assistant will calculate the progress toward the goal and "Amount left to close" and add it to the doc.
4. The CRO will paste a screenshot of the progress toward the goal and the actionable next steps from the 🤝❌ Closed (for now) opportunity review (confidential doc) in the :help-gtm-ops Slack channel.

Send a quote

In order to be transparent, Fleet sends quotes within 30 days of opportunity creation in most cases. Often, Sales will request legal review of any unique terms required. To prepare and send a subscription quote, the Fleet owner of the opportunity (usually AE or CSM) will:

1. Follow the process to create a quote in Salesforce. The quote is automatically routed to the appropriate approver.

IMPORTANT To ensure product language is consistent, any changes to the standard quote template (including subscription appendix) must be submitted to "🦢🗣 Design review (:help-design)" for approval. Any "Free" or "Initial deployment period" greater than three (3) months requires CEO approval.

2. Once the quote is approved, generate the PDF in Salesforce and send it to the prospect.
3. Copy the quote URL to the "Order form URL" field on the Salesforce opportunity.

Every week, any proposal not sent within 30 days of its creation in Salesforce should be reviewed and "Closed lost". The review of these opportunities and exceptions for them of one (1) week or less is the responsibility of the sales manager. For exceptions of more than one week, escalate to the CEO.

Send an NDA

Fleet uses "Non-Disclosure Agreements" (NDAs) to protect the company and the companies we collaborate with. Always offer to send Fleet's NDA and, whenever possible, default to using the company's version. To send an NDA to a customer, follow these steps:

1. If a customer has no objections to using Fleet's NDA, route the NDA to them for signature using the "🙊 NDA (Non-disclosure agreement)" template in DocuSign. If a customer would like to review the NDA first, download a .docx of Fleet's NDA and send it to the customer.
2. If the customer has no objections, route the NDA using the template in DocuSign (do not upload and use the copy you emailed to the customer).
3. If the customer "redlines" (i.e. wants to change) the NDA, follow the contract review process so that Finance can look over any proposed changes and provide guidance on how to proceed.

Close a new customer deal

Once an order form has been signed by both Fleet and the new customer, create and complete a "🤝 Sale" issue.

Process a security questionnaire

Account Executives (AEs) are responsible for the project management and completion of security questionnaires when requested by future or current customers. When the AE is blocked on a technical question, they're the DRI for looping in other departments to help. Each department that is looped in to help answer technical questions will provide the requested information within two (2) business days.

Remember! The best way to enable a ⚡️ lightning-fast turnaround for these questionnaires is zero hand-offs. To do that, we need all the related information available in the handbook. If you're handing this off to be answered by another department, make a PR to add it to the handbook with the answers you didn't have. If you need help with this, grab some time with the Deal Desk.

To complete a security questionnaire, the AE assigned to the account will:

1. Create an issue linking the questionnaire and any other context needed.
2. Use the handbook to answer the questions with links to appropriate sections in the handbook.
3. If there are outstanding questions, the AE will assign the issue to the Solutions Consultant (SC) associated with the opportunity.
4. The SC will search for unanswered questions and confirm again that nothing was missed from the handbook. Content missing from the handbook will need to be added via PR by the AE.
5. If there are still unanswered questions, the AE will route the issue to the relevant department. Once complete, the team will leave a comment in the issue, @`mentioning the AE with the requested information. Any questions answered by other departments will be added to the handbook by the AE.

Update Salesforce “Attributed to” field on an opportunity

The “Attributed to” field in the Salesforce opportunity page will be used to track where each new business opportunity created can be attributed to. This is a temporary solution put in place until we have built out the process that would automate how we track attribution and measure ROI associated with our program spend.

The “Attributed to” field is associated with a Salesforce user. The opportunity owner will have to determine the correct user to add to the field when the opportunity is created. The rule to determine which user to add to the field:

• Outbound-AE: If the opportunity was created as a result of the AE’s outbound efforts, update the field with the AE's name.
• Outbound-Specialist: If the opportunity was created as a result of the Solutions Specialist’s outbound efforts, update the field with the Specialist’s name.
• Channel: If a deal was referred to us from a Channel Partner (deal-reg approved by Channel Manager), update the field with the Channel Manager’s name.
• All other sources: For opportunities that do not fall under any of the above categories, e.g., opportunities created based on inbound leads, digital ads, brand, events, GitOps workshops, organic web traffic, etc, update the field with the Integrations Admin user.

Rituals

Stubs

The following stubs are included only to make links backward compatible.

Fleet Premium

Fleet Free

Emergency (P0) request communications

Please see handbook/company/communications#customer-support-service-level-objectives-slos for all sections above.

Submit a customer contract for legal review

Standard terms

Non-standard NDAs

Reviewing subscription agreement

Submit a customer contract

Please see handbook/sales#create-a-customer-agreement for all sections above.