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