[4/4] SasS Study Group - Session 1 (

Session1

1. DateTime : 4/4/2020 Saturday 15:00-16:00

2. Participants

   1. Eric Kim (Support Engineer)
      1. SendBird - Chat/Voice&Video API
   2. Joshua Lim (SWE)
      1. Rubrik - MS office Mail box Data Security Enterprise (2000)
      2. Enterprise Solutions - Cloud
      3. Support Engineer - 200~300
   3. Jason Thom (Stratetic & Partners)
      1. MetroMind (Car Insurance Optimization) B2B Insurance

3. Agenda (1 hour long meeting)

   1. First 10minutes: Introduction (Company/Service Name + Role)
   2. 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
      1. Pricing - how much does our product value?
      2. Customer Enablement/onboarding - how do we get our customer to the level where they can comfortably use our product?
      3. Lead Generation - How do we create sales lead? And covert them to qualified lead or opportunity?
      4. Reducing the Sales cycle - How do we make it faster to close the deal?
      5. Internal knowledge sharing/training - how do we train our internal team so that they can become a product expert before talking to customer?
      6. Metric measurement - How do we set the proper metric to hit and applied for everyone work toward to it?
      7. Product Development
      8. other…

4. Notes

   1. Topics

      1. Internal knowledge sharing/training
         1. What does support engineers want from software engineer in terms of training?

            1. SendBird

               1. Documentation before release
               2. Open Session

            2. Rubric

               1. Current: Standup Participation
               2. Problem
                  1. Reducing Knowledge gap
                  2. On-call engineer escalation rate
               3. Solutions
                  1. Session
                  2. Context
               4. Tool

            3. MetroMind

               1. Current: Product Engineer Answering all the tickets and doing development
         2. Questions

            1. What are the good ratio of support engineer? / when to hire support engineer?

               1. Joshua: Start with Product engineer (10 customers)

                  1. Engineer involvement should be minimized
                  2. Onboarding process
                     1. Sales engineer/Support engineer/customer success engineer
                     2. Field CTO - Senior Solutions Architect

               2. Eric

                  1. product engineer → solutions engineer → support engineer

            2. Solutions engineer role?

               1. Pre sales vs Post sales
                  1. Sales Engineer : validation
                  2. Solutions engineer/System Architect

            3. Training Process Owner?

               1. Rubric
                  1. Lead Engineer → Support engineer → Support Engineers
                     1. Session Learning Materials (4 weeks)

                        1. Product overview

                        2. Software Architect

                        3. Demo

                        4. 1Week Demo & playing time

                        5. Deployment

                        6. 4weeks - Bug Review Debugging

                        7. weekly Product Engineer + support engineer sync

                           1. Salesforce ticket → JIRA
                           2. JIRA & SFDC ticket review
                              1. Customer Temperature
                              2. Customer Severity
                           3. Participants
                              1. Subject Matter Expert + on-call engineer + engineering manager

            4. How do we measure customer temperature

               1. Customer Health (Live Dashboard) - Owner (Engineering team)
                  1. Feature & performance = live-metric

      What's Next?

      1. Operation BenchMarking - Jason
      2. Sales Cycle Pipeline - Sales Cycle

      Ideas

      1. SaaS High C-Level /VP level Invitation