Sales

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

Team

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 #g-sales).
  • 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.

Responsibilities

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

Set up a Fleet trial

You can set up a Fleet Managed Cloud environment for a prospect with >300 hosts, or you can help them generate a trial license key to configure on their own self-managed Fleet server.

• To set up a new Fleet Managed Cloud environment for a user: First, create a "New customer environment" issue. Then, once the environment is set up, you'll get a notification and you can let the user know.
• To set up only a trial license key for a user's self-managed Fleet server: Point the user towards fleetdm.com/start, where they can sign up and choose to "Run your own trial with Docker". On that page, they'll see a license key located in the fleectl preview CLI instructions, and they can configure this by copying and pasting it as the FLEET_LICENSE_KEY environment variable on the server(s) where Fleet is deployed.

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, follow the relevant steps in "Why Fleet?"

Track an objection

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

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 "?" 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, Head of Digital Experience, 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.

Send an order form

In order to be transparent, Fleet sends order forms within 30 days of opportunity creation in most cases. All quotes and purchase orders must be approved by the CRO and 🌐 Head of Digital Experience before being sent to the prospect or customer. Often, the CRO will request legal review of any unique terms required. To prepare and send a subscription order form the Fleet owner of the opportunity (usually AE or CSM) will:

1. Navigate to the Salesforce opportunity and click the "Create a subscription order form" link (top-right corner of the op page) to copy the "TEMPLATE - Order form.
2. Move the order for to the "Contract drafts" folder in Google Drive.
3. Edit the order form to be specific to the customer (e.g. add/remove table rows as needed for multi-year deals).

• Where possible, include a graphic of the customer's logo. Use good judgment and omit if a high-quality graphic is unavailable. If in doubt, ask Digital Experience for help.

• 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 are the responsibility of the sales manager. For exceptions of more than one week, escalate to the CEO.
• All non-standard (from another party) subscription agreements, NDAs, and similar contracts require legal review from Digital Experience before being signed. Create an issue to request legal review.

4. In the internal Slack channel for the deal, at-mention the CRO and the Head of Digital Experience with a link to the docx version of the order and ask them to approve the order form.
5. Once approved, send the order to the prospect.

Send an NDA to a customer

• 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 Digital Experience can look over any proposed changes and provide guidance on how to proceed.

Close a new customer deal

To close a deal with a new customer (non-self-service), create and complete a GitHub issue using the "Sale" issue template.

Process a security questionnaire

• The AE will use the handbook to answer most of the questions with links to appropriate sections in the handbook. After this first pass has been completed, and if there are outstanding questions, the AE will assign the issue to Digital Experience (#g-digital-experience) with a requested timeline for completion defined.
• Digital Experience consults the handbook to validate that nothing was missed by the AE. After the second pass has been completed, and if there are outstanding questions, Digital Experience will reassign the issue to Sales (#g-sales) for intake.
• The issue will be assigned to the Solutions Consultant (SC) associated to the opportunity in order to complete any unanswered questions.
• 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 SC. Any unanswered questions after this pass has been completed by the SC will need to be escalated to the Infrastructure team (#g-customer-success) with the requested timeline for completion defined in the issue. Once complete, the infra team will assign the issue back to the #g-sales board.
• Any questions answered by the infra team will be added to the handbook by the SC.

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-agreements-slas 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.