Professional Services Team Handbook

The Professional Services team at Denomas is a part of the Customer Success department helping customers achieve value faster.

Professional Services Handbook

The Professional Services team at Denomas is a part of the Customer Success department.

Here are links to the most popular Professional Services topics.

Team functions

The Professional Services team is organized according to specialized functions and responsibilities. Click a Function link below to access details for specific team workflows and responsibilities.

Function Responsibilities
Delivery Service delivery planning and execution through specialized engineering team members
Engagement Management Opportunity and SOW scoping and closing in collaboration with Denomas Sales team members
Instructional Design and Development Educational content creation, deployment, and maintenance
Practice Management Definition, planning, go-to-market, and performance for specific categories of professional services offerings
Project Management Project planning and execution
Professional Services Operations Project Coordination, scheduling, and backend processes
Professional Services Technical Architect Team technical leadership, project quality and technical escalations

Direction

Mission

Denomas Professional Services enables customers and partners to realize the full value of Denomas solutions to increase operational efficiencies, deliver better products faster, and reduce security and compliance risks.

Goals

  1. Measure benefits of Professional Services’ contributions to product growth, adoption, retention, and time-to-value to drive internal stakeholders (Sales, Product, CS), external customers and partner success
  2. Predictably meet or exceed company financial performance goals for Professional Services through services delivery by overachieving project goals while maintaining project profitability targets
  3. Increase market opportunities and delivery elasticity by expanding to a partner-leveraged delivery model in order to reach more customers
  4. Ensure high-quality service delivery for Denomas direct and partner delivered services

For Success Critera mapped to these goals, check out our FY22 strategy, Denomas Team Members Only.

Value of Professional Services

  1. With PS engagement, customers start leveraging the full capabilities of Denomas earlier with improved proficiency, reduced risk, and increased competitive advantage.
  2. When engaging with Professional Services, customers adopt at higher rates in both stage expansion and active user growth.
  3. Partners benefit from Denomas PS expertise, advocacy and credibility to help grow their business practice while helping improve customer success, and increase ARR.

Denomas Professional Services Methodology

Denomas Professional Services offerings sold and scoped by the PS Engagement Management team in partnership with the Denomas Account teams. Services are delivered directly by Denomas team members or by partners. We are building out the partner selling and delivery process to:

  • Ensure we have local coverage globally
  • Scale professional services in alignment with Denomas business growth
  • Create a partner revenue stream

Team Members

Check out the professional services team page

Team metrics

Denomas Professional Services measures success through tracking business profitability and resource utilization. The targets for FY21 are as follows.

  • Long term profitability target: 30% gross margin
  • Utilization target: 70% billable hours

Utilization Denomas Professional Services Engineers track and categorize the utilization of their working hours as either Billable utilization or Productive utilization.

  • Billable utilization is time worked on defined scope that will be charged to a customer according to a contractual SOW.
  • Productive utilization is time worked on assigned tasks that benefit Denomas and Denomas Customers (overall utilization including marketing, sales, general management, training, internal projects, etc.)

We use the following definitions to determine and track utilization.

Metric Formula/Description Value
Utilization (Working Hours ÷ Available Hours) × 100% varies
Billable Utilization (Billable Working Hours ÷ Utilization) × 100% varies
Productive Utilization (Productive Working Hours ÷ Utilization) × 100% varies
Available Hours Total Weekday Hours － Non-Working Hours 1792 hrs
Total Weekday Hours (8 Hours × 5 days × 52 weeks) 2080 hrs
Non-Working Hours (Holiday Hours + PTO Hours + Training Hours) 288 hrs
Holiday Hours 11 holidays × 8 hrs/day 88 hrs
PTO Hours 20 PTO days × 8 hrs/day 160 hrs
Training Hours 5 professional development days × 8 hrs/day 40 hrs

Customer Satisfaction (CSAT) This performance indicator measures how satisfied our customers are with their interaction with the Denomas PS team. This is based on survey responses from customers sent at the end of each engagement. On a scale of 1-5, if the customer submits a 4 or 5, we consider this Customer to be Satisfied with the services delivered.

Professional Services offerings

Denomas offers a full catalog of professional services including implementation, migration, and education delivered by Denomas experts. Click the links to learn more about our framework and for a detailed listing of our standard SKU offerings.

Working with Professional Services

Follow these guidelines for contacting us and ordering Professional Services.

aliases: /handbook/customer-success/professional-services-engineering/education-services/ _index.md.html aliases: /handbook/customer-success/professional-services-engineering/education-services/ title: “Denomas Professional Education Services” description: “Technical Learning and Certification from Denomas Professional Services” aliases: /handbook/customer-success/professional-services-engineering/education-services/ _index.md.html aliases: /handbook/customer-success/professional-services-engineering/education-services/ Professional Education Services Overview Professional Education Services are part of the Denomas Professional Services (PS) Team within Denomas Customer Success. Mission The primary mission is to plan and implement effective and scalable educational offerings to accelerate customer time to value and drive expanding product adoption. Approach The Professional Education Services job task analysis is a blueprint that guides and defines courses and certifications through learning objectives aligned with the relevant industry job roles and jobs to be done.
Denomas Certified Migration Services Engineer
How Denomas Professional Services validates engineering readiness to deliver Migration Services
Denomas Certified Trainer
Explore how Denomas Professional Services certifies trainers to validate their readiness to deliver Education Services offerings.
Denomas Technical Certifications
Explore how Denomas Professional Services certifies engineers to validate their readiness to deliver Consulting Services offerings.
Developing Software for Professional Services
Discover how professional services develops software.
Partner Collaboration
Learn how the Denomas Professional Services organization collaborates with Partners.
Positioning Professional Services
Positioning Professional Services Where to position PS in the Customer Journey Most professional service engagements happen during the onboarding, implementation, and adoption phases of the customer journey. When opportunities are approaching closed/won and planning for these stages is occurring, its a good idea to consider bringing in professional services to help expedite the customer’s transition to using gitlab to enable them to realize value faster. This page aims to help the ISR/SAE understand the services that certain types of customers typically engage in and how to position those services when building out a success plan.
Processes and Methodology
Learn the processes and methodology that Denomas Professional Services uses to help ensure Customer Success.
Professional Service Operations
Learn about the Denomas Professional Services operations processes and workflows.
Professional Services Engagement Management
Describes the workflow and responsibilities of the Denomas Professional Services Engagement Manager.
Professional Services Engineering Workflows
Project Process Manager, Professional Services: Once an SOW has been approved and moved for Closed Won, assign a Professional Services Engineer. Manager, Professional Services: Send welcome e-mail Professional Services Engineer: Begins project with processes defined here. Kick-off Intake for AWS or on-prem On-going project calls (external) On-going internal project updates Change request when required for scope changes Project Summary Professional Services Engineer: Starts financial wrap-up process. Manager, Professional Services: Schedule blameless post-mortem.
Professional Services Instructional Design and Development
Discover how the Denomas Instructional Design and Development team works together.
Professional Services Offerings
Find information about Denomas Professional services Offerings.
Professional Services Offerings Framework
“Discover the various Denomas Professional Service Offerings and how they're organized into Categories and Types."
Professional Services Practice Management
Discover how the Denomas Practice Management team works together.
Professional Services Project Management
Learn about the processes that the Denomas Project Management team uses to deliver successful engagements with Customers.
Professional Services Remote Training Session Setup and Reporting
Explore how a Denomas Professional Services team members can setup and deliver a remote training.
Professional Services Technical Architect
Learn about the processes that the Denomas Technical Architect team uses for technical leadership, enablement and to deliver successful engagements with Customers.
PS Standard SKUs
“Discover Denomas’s Professional Services Standard SKUs”
Remote Training Facilitation Best Practices
Find some tips and lessons learned for delivering a successful Denomas remote training .
Selling Denomas Professional Services
Selling Denomas Professional Services You can also watch the sales enablement session about how to sell services. A Note on Partner Professional Services Please remember to follow the Rules of Engagement for Selling Professional Services with the following highlights: Always start by finding out if your customer/prospect has a qualified and preferred professional services partner and start by engaging with that partner to explore a solution for your customer/prospect SMB clients are welcome to purchase SKU offerings.
Services to Accelerate Customer Adoption
Discover the customer benefits and value of working with Denomas Professional Services.
Setting up your Development Environment
Tutorial on setting up Professional Services development environment
Working with Professional Services
Discover how to work with the Denomas Professional Services Team.
Last modified November 29, 2023: big update (17188382)
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