Strategic cross-product owner

  • Slack channel: #cp-strategic
  • Owner: Joel Kwartler
  • Owner split with other roles: 50-50 (this-other roles)

Mission and ownership

The strategic cross-product owner focuses on all strategic product and engineering work necessary to make strategic customers successful.

This ownership includes:

  • Being the product contact for strategic sales and customer engineering teammates, and our strategic customers
  • Working with sales and customer engineering to proactively surface engineering needs and obstacles and deliver solutions
  • Partnering with strategic customers to shape aspects of our product roadmap together
  • Shepherding deployment and feature rollouts at Strategic customers, from pre-mortem to post-mortem
  • Prioritizing features across multiple engineering teams, alongside other product manager stakeholders, based on the TAM of all customers served
  • Ensuring engineering and go-to-market teammates have the right information, resources, playbooks, and roadmaps to make our strategic customers successful

Success metric

The north star success metric for these efforts is iARR closed from strategic customers.

Principles

Customer-facing work

To work best with strategic customers, I:

  1. Move fast and build momentum within large organizations
  2. Create and maintain a reputation of dependable partnership and delivery
  3. Approach issues with recommendations and best practices, rather than a greenfield exploration point of view

Operating within the engineering org

To work best with the teams and product stakeholders also involved in this work, I:

  1. Partner closely with the product stakholders on prioritizing team roadmaps – I will not “go around” a product manager stakeholder and make direct requests of another team’s engineers
  2. Focus on surfacing tactical information that empowers our engineering teams, like timelines, specific customer details, and customer sentiment

Process

  1. Weekly product engineering sync meeting for product stakeholders. We use this to stay closely aligned in priorities and roadmaps.
  2. #cp-strategic for updates
  3. Ad-hoc meetings with sales and customer engineering stakeholders

Strategy

  1. ✅ By July 30 2022, build a deep understanding of the strategic customer space current state and future needs.
  2. Prioritize and solve the most pressing future needs – currently:
    1. 🔄 Plan and pilot customer in place for supporting strategic customers on cloud By August 26th if not sooner
    2. 🔄 Updating strat account teams and processes to better align with technical needs and gaps By August 19th if not sooner
    3. Building a defined achievable timeline of when we can support each tier size (see below)
    4. Exploring and validating possible strat features:
      1. Admin analytics features for 10k+ user instances
      2. Innersource portal
  3. Collect active inputs from new strategic prospects and customs

Resources

  1. Github Roadmap
  2. Strategic accounts list
  3. Strategic account size tiers for support, planning, and scale testing