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.

Send a quote

During the buying cycle, the champion will need to start the process to secure funding in cooperation with the economic buyer and the finance org.

All quotes and purchase orders must be approved by CRO before being sent to the prospect or customer. Often, the CRO will request legal review of any unique terms required.

The Fleet owner of the opportunity (usually AE or CSM) will prepare a quote and/or a Purchase Order when requested.

• Because the champion may need to socialize "what is Fleet" or "what are we getting when buying Fleet," it is most often best to send the quote in slide form.
• Docusign can be used to create a standard Purchase Order if no special terms or pricing are needed.
• Before sending to prospect, work with the Finance team to verify if sales tax needs to be charged and, if so, how much.

Schedule a Solutions Consultant for prospect meeting

To schedule an ad hoc meeting with a Fleet prospect, the Account Executive (AE) will open an issue.

• Use this calendly link to obtain SC availability.
• The AE will populate this issue with the appropriate dates for an internal prep meeting as well as the dates for the external prospect meeting.
• Do not assign the issue. The Director of Solutions Consulting will assign the issue.
• Ensure that the product category is defined ("Endpoint ops", "Device management", or "Vulnerability management") in the description of the issue.

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.

Create a subscription agreement

1. Create a copy of the subscription agreement template.
2. Add/remove table rows as needed for multi-year deals.
3. Where possible, include a graphic of the customer's logo. Use good judgement and omit if a high quality graphic is unavailable. If in doubt, ask Digital Experience for help.

Important

• All changes to the subscription agreement template, or standard terms must be brought to "🦢🗣 Design review (#g-digital-experience)" for approval.
• 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.

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.

Customer codenames

Please see Handbook/customer-success#assign-a-customer-codename

Document customer requests

Please see handbook/customer-success#document-customer-requests

Generate a trial license key

Please see handbook/customer-success#generate-a-trial-license-key

Create customer support Issue

Please see handbook/customer-success#create-customer-support-issue