Business Operations (10%)

FY20 Business Operations VPMOM (TBA)

Vision Priorities - Methods - Automated deals under $5K Obstacles Measures - NPS for all purchase experiences, including renewals

Vision

• Fulfill operational needs for the core business functions efficiently

Priorities

1. Customer Obsession - Know our customers and align our GTM to their journeys through data, automation and process 2. Aligned Communities - One version of data across company and community 3. Conscious Competence - Understand what's working and not working 4. Earn Trust and Iterate - Systems work and continually improve 5. High Impact then Efficient - Priorities addressed and efficiency gains follow

Methods (just starting)

1. GTM operations and reporting aligned to customer journey - Online & Enterprise | Community vs Commercial

2. Instrumented Journey - Web, products, GTM processes consistently defined & measured

3. Decision Support Platform - Reporting, analytics, data warehousing, automated ETL established

4. Something about data wallows/drill downs

5. Subscription Management - Purchase, renewal expansion with taxes, rev share back ends work

6. Diligence Ready - Ready for diligence on custom agreements, taxes, export regs, etc.

7. Mattermost as data platform - We are our best demo 8. Process and Documentation

FY20 Standard Operating Procedures (TBA)

Vision

• Operate efficiently with Standard Operating Procedures (SOPs) that are aligned, documented, easy-to-use and deliver value quickly

Priorities

• Alignment - SOPs should clearly align to vetted VPMOMs

• Documented - All SOPs found online through web search

• Easy-to-use - Experience of using SOPs is fast, obvious and forgiving

• Agreed - RAPID feedback and agreement achieved

• Delivery Value Quickly - We move faster with SOPs, not slower

Methods

• Table of Contents - Public list and link all SOPs at Operations section of handbook.mattermost.com

• RAPID review - Update SOPs with RAPID stakeholder review

• Onboard and train - Include on-boarding, training for new and updated SOPs

• SOP iteration - Measure, monitor and manage SOPs

Obstacles

• Too many procedures stored in email, channels and tribal knowledge

• Too many undocumented, unclear procedures

• Duplicate, conflicted procedure documented

• People not knowing about and/or following SOPs

Measures

• Number of unlisted procedures (no TOC listing)

• Number of undocumented procedures

• Error rate by SOP