Summit Agenda

Topics Covered

• One Global Team
• Set Unified Processes
• Plan for Growth
• Celebrate Each Other
• Leadership Summit Action SotN

Desired Output

Topics Covered

• Start / Stop / Do More / Do Less
• What makes the team Mad, Sad, Glad
• Retrospective template exercise
• Capture owners & timelines for actioned items

Desired Output

Topics Covered

• 2 Truths and a Lie (anonymous submissions)
• Team votes on identity and fact vs. lie
• Online polling

Desired Output

Topics Covered

• Group outing — starts exactly 3 PM
• Walk to dinner 5:15 PM
• Dinner at Koi · 40 W 40th St, NY 10018

Desired Output

Topics Covered

• Day objectives overview
• What has been done; what we focus on today

Desired Output

Topics Covered

• The Ecosystem: SDM vs AM vs SA vs AppSci roles defined
• Competency Framework: "what good looks like" at every level
• Individual scorecard workshop
• Monthly skip-levels · bi-weekly 1:1s · quarterly OKR reviews
• Finalise competency framework v1 & SDM Role definition v0→v1

Desired Output

Topics Covered

• Introduction session
• Cross-functional relationship building

Desired Output

Topics Covered

• Idea capture and prioritisation process
• Special project assignment
• Rotation and education reimbursement policies
• Formal process for secondments and conference attendance

Desired Output

Topics Covered

• Onboarding feedback: Amanda, Kimberly, Boris (15 min)
• Failed onboarding report — Guillaume Paillard (5 min)
• Discussion: ideal onboarding experience (25 min)
• Reviewing hiring ads and candidate evaluation standards

Desired Output

Topics Covered

• Why capturing time matters and planned actions
• EU 2025 time-reporting experiment results
• Open discussion: perceptions, issues, and improvements
• The New Standard: what is expected

Desired Output

Topics Covered

• 2025/2026 Highlight Reel: key team accomplishments
• Strategy for packaging wins for leadership
• Peer recognition embedded in global meetings
• Internal Kudos process rollout plan

Desired Output

Topics Covered

• Dinner at Boqueria · 260 West 40th Street, NY 10018

Desired Output

Topics Covered

• Objective: Drive Operational Excellence & Quality
• Day plan and focus areas

Desired Output

Topics Covered

• Workload survey review — Olivia Lynes (15 min)
• SDM pairing standardisation case study — Luke Perrin & Kim Zorn (15 min)
• Global Account Monitoring: US Colormap + EU Atlassian experiments — Kim Z & Guillaume (15 min)
• Brainstorm and prioritise additional needs (45 min)

Desired Output

Topics Covered

• Problem: processes generated without change management
• SDMO relaunch plan
• Framework for selecting, delivering, and implementing new processes

Desired Output

Topics Covered

• Tracking cost of bugs in time (non-billable customer support)
• Ticketing Excellence: rolling out guidelines from Olivia, Nitin, Joe M.
• SDM + PM + Engineering feedback loop workflow

Desired Output

Topics Covered

• Tractable method for determining customer upgrade paths
• Patch decision framework: which versions contain which fixes
• STG-first testing strategy before customer rollout
• UMAT strategy and stability pre-reads

Desired Output

Topics Covered

• Return to 25th Floor Kitchen
• Pizza and Game Night (5:45 PM)

Desired Output

Topics Covered

• Objective 1: Drive Customer Engagement, Sustaining & Building Revenue
• Day plan and focus areas

Desired Output

Topics Covered

• Early warning signs: triggers when an account goes off track
• Turnaround Playbook: standardised communication for early intervention
• The Toolkit: guardrails and safety net expectations
• SDM Role Clarity and Guardrails document
• LiveDesign Escalation Pathway and SLA

Desired Output

Topics Covered

• Group 1 (Samson · Graphite 25.07): Standard vs premium support, automated communication platforms, guardrails
• Group 2 (Juzer · Graphene 25.17): Managing smaller accounts; new features — Retrosynthesis, TuneLabs
• Group 3 (Paul · Diamond 25.01): Standard practices — UAT, customer timelines, SOW templating, deployment checklists

Desired Output

Topics Covered

• Explaining the SDM role and collaboration model
• Examples: AM, STS, and Bio team collaborations
• Open discussion: other examples, potential targets, frequency

Desired Output

Topics Covered

• The Feedback Loop: why rigorous retrospectives matter for 2026 OKRs
• Standardised post-deployment analysis process
• The Vault: format, store, and report artifacts for global team learning
• Deployment & Upgrade Retrospective templates

Desired Output

Topics Covered

• Dinner at Valla Table (6:30 PM)

Desired Output

Topics Covered

• Group 1 output — Samson Francis (15 min)
• Group 2 output — Juzer Stationwala (15 min)
• Group 3 output — Paul Sanschagrin (15 min)
• Full team discussion (15 min)

Desired Output

Topics Covered

• Full recap of summit outcomes across all days
• Confirmed action items with owners and deadlines
• Next steps across all workstreams

Desired Output

Topics Covered

• Summit review and feedback collection
• What worked well and what didn't
• Ideas for improving the next summit

Desired Output

Topics Covered

• Team goodbyes
• Safe travels!

Desired Output