TA Career Development Framework

What are the expectations of my role?

There are currently seven levels for support at Sourcegraph. A level is composed of three categories, each with a summary statement and several example behaviors. These categories are:

• Impact
  • Your work directly contributes to achieving the company’s strategic goals and long term success.
• Scope
  • You have high productivity and output. You deliver on your direct responsibilities while also looking for opportunities for improvement - individually, as a team, our product, and company.
• Execution
  • You seek out opportunities, rather than waiting for them to come to you.
  • You put our customers and prospects first, orienting yourself to their success.
  • You ask for help directly, when needed.
• Teamwork
  • You do not gate-keep, but rather aim to accelerate and unblock your colleagues.
  • You communicate thoughtfully, clearly, and proactively to keep stakeholders informed and identify risks.
  • You seek to help your teammates around you succeed; you win together. You reflect thoughtfully on your own performance and the performance of those around you, sharing helpful feedback for continued growth.

It’s important to understand that what is listed in the level descriptions are example behaviors, and not checkboxes for promotion. Doing everything listed there is neither necessary nor sufficient for a promotion. The expectation is that you demonstrate a level of impact consistently over a span of months within each of the category descriptions for your level. The magnitude of your impact is ultimately the measure of your career growth.

In most cases, a level builds on the expectations from the preceding levels: someone at level 2 must also meet the level 1 expectations. In addition to what is listed there, we expect technical advisors at all levels to exhibit our Sourcegraph company values.

Rather than precede each bullet point with “consistently,” we leave it as implicit and we define this as X happening consistently over a period of at least ~6 months. It’s great to do something once, but the real measure of impact is if you are able to do that again and again over a substantial enough period of time.

The level descriptions state the minimum expectations after you have completed your onboarding. For example, if you were hired at a level 2, we would expect that you are having the impact outlined for both levels 1 and 2 once your onboarding is complete. This also means that before being promoted to level 3, for example, you would be expected to be already doing what is listed in level 3 before a promotion is possible.

We expect you to understand where you are at in the framework and always have something clearly defined that is pushing you to outgrow yourself to reach the next level. The process and timeline will vary person to person and should be captured in your career roadmap.

Levels

IC1

• Impact:

  • Achieves an annual average of 105%+/= 5% NDR and 85%+/- 5% GRR.
  • Overall portfolio averages customer health score of 7.0.

• Scope:

  • Manages primarily SMB and MM (sub-$100k ARR) customers.
  • Creates, experiments with, continuously improves, and maintains campaigns and customer-facing collateral simultaneously, ensuring high-quality content and timely delivery.
  • Analyzes customer usage data to create targeted enablement materials, enhancing the customer experience. Able to identify trends via data and construct appropriate tailored outreach.
  • Learns about general software development lifecycle practices and demonstrates a foundational understanding of our product and capabilities.

• Execution:

  • Onboarding of new customers via many-to-many campaigns that allow the customer to self-serve, leading to initial engagement and long-term satisfaction.
  • Proactively monitoring customer health and running plays and experiments to improve it, where needed
  • Exhibiting a high degree of initiative in understanding customer needs based on data and feedback and starts to identify and implement solutions.

• Teamwork:

  • Collaborates effectively with the broader TA team, sharing insights and strategies for customer success for reuse.
  • Where relevant, collects customer feedback and demonstrates excellent communication skills in sharing internally with product teams.
  • Engages with Sales as needed to remediate a problem, flag churn risk or identify an expansion opportunity.

IC2

• Impact:

  • Achieves an annual average of 105%+/= 5% NDR and 85%+/- 5% GRR.
  • Overall portfolio averages customer health score of 7.0.

• Scope:

  • Manages primarily MM ($100k+) and some Ent (sub-$100k) customers.
  • Balances digital and personalized customer engagement strategies, ensuring high quality, relevance and customer engagement.
  • Understands methods to build product awareness and continually guides customers on successful product integration and enablement plans through digital nurturing.
  • Well-versed in creating and executing repeatable playbooks and templates to guide customers through activities successfully leveraging automation and AI where applicable.
  • Has enough Sourcegraph product knowledge and understanding to map product features to customer use cases rooted in general software development lifecycle principles.

• Execution:

  • Onboarding new customers successfully while setting the customer relationship up for long-term success (eg, leads kick-off, designs a digital onboarding plan and needs, sets clear expectations, follows through and supports customer-stated needs, etc).
  • Enabling customers against their desired use cases through digital campaigns.
  • Guiding customers to expected business outcomes by building and delivering appropriate collateral specific to customer-stated needs (eg. Product Roadmap feedback sessions, CBRs and Value Realization).
  • Maintaining a proactive pulse across customers; can identify potential expansion opportunities, flag churn risk, and identify where product updates relieve outstanding product requests for a customer.

• Teamwork:

  • Establishes working relationships with Sales to align on account needs and formulates and executes upon high-level plans (via a combination of digital + personalized approaches) that enhance overall customer success.
  • Where relevant, gathers customer feedback, demonstrates excellent communication skills and shares internally with product teams to act as the voice of the customer.

IC3

• Impact:

  • Achieves an annual average of 110%+/= 5% NDR and 95%+/- 5% GRR.
  • Overall book of business averages customer health score of 7.0.

• Scope:

  • Manages primarily Enterprise (+$100k) and potentially some Strategic customers.
  • Builds and maintains transactional, multi-threaded relationships with existing customer stakeholders. Levels: Manager, Director, VP.
  • Nurtures existing customer champions to progress and execute on shared goals and priorities; may need help identifying and building new champions.
  • Knowledgeable of Sourcegraph products and capabilities - both current and planned - including differentiating factors and limitations; effectively guides customers on software development lifecycle best practices and use and articulates where a new feature alleviates a known gap.

• Execution:

  • Successfully planning and onboarding new customers, primarily single teams or business units, to achieve their initial objectives (eg, hand-off, kick-off, tailored onboarding plan, etc)
  • Leading customers to achieve their desired outcomes from customer-directed use cases
  • Ensuring that current champions are able to attest to the value that Sourcegraph brings their teams and business internally (eg. leveraging CBRs and Value Realization calculations).
  • Forming, regularly maintaining, and actioning on a clear account strategy with a shared perspective across the account team.
  • Identifying risks and issues and raising them proactively and effectively (eg, lighthouse, product gaps, issues, internal MBRs and QBRs, etc)
  • Identifying expansion opportunities within current teams by scoping customer use cases and pain points while mapping to existing product features or identifying product gaps.
  • Following team and department-defined processes in a timely manner that maps to the customer journeys and lifecycles (eg, renewal process, lighthouse program, internal QBR/MBR, etc)

• Teamwork:

  • Establishes effective relationships across the account team rooted in transparency, timely communication and shared ownership (eg, AE syncs and internal account team syncs can be led primarily by the AE)
  • Is well connected with other teams internally and can think cross-organizationally to find solutions beyond their scope autonomously.
  • When escalating blockers and customer issues, knows where to direct asks by understanding different escalation sequences to get the support needed to resolve outstanding issues.
  • Acts as the voice of the customer by logging product gaps and issues that are rooted in revenue impact. Proactively seeks sponsors to prioritize urgency to the Product Engineering teams.
  • Shares personal wins in such a way that can translate into best practices and tips for other team members to replicate in their accounts.
  • Collaborates and participates in team projects (such as playbooks, document templates, docs, training, etc.) that improve the performance and achievement of goals for the TA team and the customer.

IC4

• Impact:

  • Achieves an annual average of 110%+ NDR and 95%+ GRR.
  • Overall book of business averages customer health score of 7.0.

• Scope:

  • Manages primarily Strategic, and potentially some Enterprise
  • Maintains strategic, multi-threaded relationships with existing customer stakeholders. Levels: Director, VP, Executive and C-level.
  • Works closely with existing customer champions to use them as evangelists and promoters of Sourcegraph to the rest of the organization, leading to expansions.
  • Possesses advanced Sourcegraph product knowledge, including an understanding of how to extend aspects of our platform; able to use knowledge of customer tech stack, software development lifecycle principles, goals, and needs, coupled with upcoming new features, to identify and activate complex but known use cases and applications of features to deliver more value.

• Execution:

  • Successfully planning and onboarding new customers, primarily multi-teams or business units, to achieve their initial objectives (eg, hand-off, kick-off, tailored onboarding plan, etc)
  • Using your experience, knowledge, and relationships to identify and influence new use cases that lead customers to achieve better business outcomes with Sourcegraph products.
  • Developing strong champion relationships that attest to the value that Sourcegraph brings their teams and business both internally (eg, business reviews, business cases, etc.) and externally (eg, customer testimonials, co-marketing activities, etc)
  • Creating and executing upon complex, often multi-layered account strategy plans with the account team that moves the customer relationship forward in a positive manner
  • dentifying expansion opportunities by identifying new potential buyers that are not currently using Sourcegraph and pursuing those opportunities.
  • Giving feedback, based on experiences, on existing team processes and helping improve them iteratively

• Teamwork:

  • Leads establishing effective relationships across the account team rooted in transparency, timely communication, shared ownership, and collaboration (eg, AE syncs and internal account team syncs are TA-led)
  • Utilizes cross-team partners appropriately to request support in removing blockers autonomously.
  • Serves as the voice of the customer identifying themes and trends and providing insight and perspective to relevant internal teams to inform product decisions.
  • Assists and mentors other teammates.
  • Proposes and leads team projects (such as playbooks, document templates, docs, training, etc) that improve the performance and achievement of goals for the TA team.

IC5

• Impact:

  • Achieves an annual average of 115%+ NDR and 98%+ GRR.
  • Overall book of business averages customer health score of 7.0.

• Scope:

  • Manages only Strategic customers (like ELAs).
  • Builds and maintains strategic, multi-threaded relationships with new customer stakeholders. Levels: VP, Executive and C-level.
  • Uses new customer champion relationships to evangelize and promote Sourcegraph to the rest of the organization, leading to expansions.
  • Is a Sourcegraph product expert; able to use knowledge of customer tech stack, software development lifecycle, goals, and needs, coupled with upcoming new features, to identify and activate advanced new use cases and applications of Sourcegraph product features to realize more value.

• Execution:

  • Successfully planning and onboarding new strategic customers with multiple teams or business units, to achieve their initial objectives (eg, hand-off, kick-off, tailored onboarding plan, etc)
  • Defining and successfully executing upon shared customer goals across customer teams and business units. (where relevant) Creating and presenting customer testimonials on how Sourcegraph has helped customers realize and quantify value against expected outcomes.
  • Using whitespace mapping in complex multi-unit accounts to target new executive buyers and organizations that are not currently using Sourcegraph; successfully activates and expands multiple new expansion opportunities within new teams and new buyers.

• Teamwork:

  • Leads and maintains regular syncs with cross-organization partners to remove blockers, solve urgent issues, and strategize on long-term improvements for themselves and the rest of the TA team.
  • Builds new processes and improves existing ones to handle TA team blockers and urgent customer issues. Guides team members with different escalation sequences to get the support needed to resolve outstanding issues.
  • Leads team projects (such as playbooks, document templates, docs, training, etc) that improve the performance and achievement of goals for the TA team.
  • Mentors teammates on both technical and soft skills providing learning and growth opportunities. Uses previous wins as experience that is replicated for other team members and positively influences outcomes on their customers.