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1️⃣

#1 Internal knowledge sharing/training

Date (미국)
2020/04/04
Session Info
Empty
Registeration
Empty
Facilitator
Eric
Organization
SendBird
Status
완료된 세션
Department
All
Event Type
Expert Generalization Session
2 more properties

[4/4] SasS Study Group - Session 1 (

Session1
1.
DateTime : 4/4/2020 Saturday 15:00-16:00
2.
Participants
1.
Eric Kim (Support Engineer)
1.
SendBird - Chat/Voice&Video API
2.
Joshua Lim (SWE)
1.
Rubrik - MS office Mail box Data Security Enterprise (2000)
2.
Enterprise Solutions - Cloud
3.
Support Engineer - 200~300
3.
Jason Thom (Stratetic & Partners)
1.
MetroMind (Car Insurance Optimization) B2B Insurance
3.
Agenda (1 hour long meeting)
1.
First 10minutes: Introduction (Company/Service Name + Role)
2.
Next 50minutes: Open Discussion with potential questions (What are the most difficult problem/concern you have been trying to solve in the last 3 months?) - 50minutes
1.
Pricing - how much does our product value?
2.
Customer Enablement/onboarding - how do we get our customer to the level where they can comfortably use our product?
3.
Lead Generation - How do we create sales lead? And covert them to qualified lead or opportunity?
4.
Reducing the Sales cycle - How do we make it faster to close the deal?
5.
Internal knowledge sharing/training - how do we train our internal team so that they can become a product expert before talking to customer?
6.
Metric measurement - How do we set the proper metric to hit and applied for everyone work toward to it?
7.
Product Development
8.
other…
4.
Notes
1.
Topics
1.
Internal knowledge sharing/training
1.
What does support engineers want from software engineer in terms of training?
1.
SendBird
1.
Documentation before release
2.
Open Session
2.
Rubric
1.
Current: Standup Participation
2.
Problem
1.
Reducing Knowledge gap
2.
On-call engineer escalation rate
3.
Solutions
1.
Session
2.
Context
4.
Tool
3.
MetroMind
1.
Current: Product Engineer Answering all the tickets and doing development
2.
2.
Questions
1.
What are the good ratio of support engineer? / when to hire support engineer?
1.
Joshua: Start with Product engineer (10 customers)
1.
Engineer involvement should be minimized
2.
Onboarding process
1.
Sales engineer/Support engineer/customer success engineer
2.
Field CTO - Senior Solutions Architect
2.
Eric
1.
product engineer → solutions engineer → support engineer
2.
Solutions engineer role?
1.
Pre sales vs Post sales
1.
Sales Engineer : validation
2.
Solutions engineer/System Architect
3.
Training Process Owner?
1.
Rubric
1.
Lead Engineer → Support engineer → Support Engineers
1.
Session Learning Materials (4 weeks)
1.
Product overview
2.
Software Architect
3.
Demo
4.
1Week Demo & playing time
5.
Deployment
6.
4weeks - Bug Review Debugging
1.
weekly Product Engineer + support engineer sync
1.
Salesforce ticket → JIRA
2.
JIRA & SFDC ticket review
1.
Customer Temperature
2.
Customer Severity
3.
Participants
1.
Subject Matter Expert + on-call engineer + engineering manager
4.
How do we measure customer temperature
1.
Customer Health (Live Dashboard) - Owner (Engineering team)
1.
Feature & performance = live-metric
What's Next?
1.
Operation BenchMarking - Jason
2.
Sales Cycle Pipeline - Sales Cycle
Ideas
1.
SaaS High C-Level /VP level Invitation
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