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Luca Martial 2026-05-14 09:38:48 -07:00
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## Customer Update Communication Standard
**Source:** Notion People & Operating Norms, last edited 2026-05-07
**Source:** Notion - People & Operating Norms, last edited 2026-05-07
---

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## New Hire Week-One Onboarding Policy
**Source:** Notion People & Operating Norms, last edited 2026-05-07
**Source:** Notion - People & Operating Norms, last edited 2026-05-07
**Owner:** Manager (not People Ops)
---
## Policy
Every new hire must understand **four things by end of week one**. The manager — not People Ops — is responsible for supplying this context.
Every new hire must understand **four things by end of week one**. The manager - not People Ops - is responsible for supplying this context.
## Required Week-One Knowledge
| # | What the new hire must understand |
|---|---|
| 1 | **What Orbit sells** the core procurement workflow product and value proposition |
| 2 | **Why procurement workflow gets messy inside a customer** the pain points that make Orbit necessary |
| 3 | **Which team handles which part of the customer lifecycle** team lanes and ownership boundaries |
| 4 | **What their first useful project is** a concrete, scoped piece of work they can contribute to immediately |
| 1 | **What Orbit sells** - the core procurement workflow product and value proposition |
| 2 | **Why procurement workflow gets messy inside a customer** - the pain points that make Orbit necessary |
| 3 | **Which team handles which part of the customer lifecycle** - team lanes and ownership boundaries |
| 4 | **What their first useful project is** - a concrete, scoped piece of work they can contribute to immediately |
## Ownership

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# Activation KPI Glossary
**Owner team:** Growth
**Source:** Notion Orbit Demo Home / Data Team - Onboarding / Activation KPI Glossary, last edited 2026-05-07
**Source:** Notion - Orbit Demo Home / Data Team - Onboarding / Activation KPI Glossary, last edited 2026-05-07
Use this when a question is about signup-to-habit behavior. Orbit uses activation language across Growth, Product, and CS conversations.
@ -41,7 +41,7 @@ A customer is **activated** when **all three** of the following happen **within
| 2. Email Verified | `customer.email_verified_at` is not null | `orbit_analytics.customer` |
| 3. First Project | At least one row in `orbit_analytics.project` for the customer | `orbit_analytics.project` |
| 4. Team Invite | At least one row in `orbit_analytics.invite` for the customer | `orbit_analytics.invite` |
| 5. Activated | All of (2), (3), and (4) within 14 days of (1) | |
| 5. Activated | All of (2), (3), and (4) within 14 days of (1) | - |
## Conversion-Rate KPIs
@ -51,7 +51,7 @@ A customer is **activated** when **all three** of the following happen **within
| **D14 Activation Rate** | `activated_customers_within_14_days / signups_in_cohort` |
| **Time-to-Activate** | `median(activated_at - created_at)` in hours |
Growth conversations typically use D7 and D14 Activation Rate. Product and CS may ask about individual funnel steps confirm whether they mean the full activation definition or only one stage.
Growth conversations typically use D7 and D14 Activation Rate. Product and CS may ask about individual funnel steps - confirm whether they mean the full activation definition or only one stage.
## Source Notes

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@ -12,7 +12,7 @@ sl_refs:
- mart_account_activity
---
# Activation Policy Change January 2026
# Activation Policy Change - January 2026
**Governed metric key:** `activated_accounts`
**Owner team:** growth
@ -23,8 +23,8 @@ sl_refs:
The activation workflow changed on **2026-01-15**. All activation events are tagged with `policy_version`:
- `pre_2026_01_15` events before the workflow update
- `post_2026_01_15` events after the workflow update
- `pre_2026_01_15` - events before the workflow update
- `post_2026_01_15` - events after the workflow update
## Activation Event Types

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- mart_account_segments
---
# ARR Contract-First Definition
# ARR - Contract-First Definition
**Governed metric key:** `arr`
**Owner team:** finance
@ -30,10 +30,10 @@ The dbt test on `mart_arr_daily.arr_cents` asserts the value equals **1,874,200,
## Intermediate model
`int_active_contract_arr` active contract ARR as of 2026-03-31 (grain: `contract_id`).
`int_active_contract_arr` - active contract ARR as of 2026-03-31 (grain: `contract_id`).
## Related
- `stg_contracts` contract records (status: draft, active, cancelled, expired)
- `stg_subscriptions` fallback ARR source (status: active, cancelled, past_due, trialing)
- `mart_arr_daily` board-prep daily ARR mart
- `stg_contracts` - contract records (status: draft, active, cancelled, expired)
- `stg_subscriptions` - fallback ARR source (status: active, cancelled, past_due, trialing)
- `mart_arr_daily` - board-prep daily ARR mart

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# Orbit Company Overview
**Source:** Notion Orbit Demo Home / Company Overview + Orbit Demo Home (root), last edited 2026-05-07
**Source:** Notion - Orbit Demo Home / Company Overview + Orbit Demo Home (root), last edited 2026-05-07
## What Orbit Sells
Orbit sells procurement workflow and spend-control software. The core value proposition: route purchase requests, collect approvals, onboard suppliers, and issue purchase orders without turning every exception into a status hunt.
**Primary buyers:** Finance, Procurement, Business Operations.
**Daily users:** department admins, office managers, IT leads, legal ops partners anyone who has to get a vendor through the building.
**Daily users:** department admins, office managers, IT leads, legal ops partners - anyone who has to get a vendor through the building.
## Product Workflow

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## Risk Levels
`low`, `medium`, `high` derived from two signal types:
`low`, `medium`, `high` - derived from two signal types:
1. **Support ticket signals** (`stg_support_tickets`): open or pending tickets with severity `high` or `critical` increase risk.
2. **Procurement activity signals** (`stg_purchase_requests`, `stg_purchase_orders`): recent qualifying procurement actions reduce risk.
## Intermediate Model
`int_customer_health_signals` combines open critical ticket count and recent procurement action count per account.
`int_customer_health_signals` - combines open critical ticket count and recent procurement action count per account.
## Mart
`mart_customer_health` account-grain risk mart as of **2026-03-31**.
`mart_customer_health` - account-grain risk mart as of **2026-03-31**.
- `account_id`: dbt not_null, unique
- `risk_level`: dbt accepted_values [low, medium, high]

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## Customer Stakeholder Needs by Role
**Source:** Notion Product & Customers, last edited 2026-05-07
**Source:** Notion - Product & Customers, last edited 2026-05-07
---
@ -26,7 +26,7 @@ These are recurring, role-specific customer needs observed across accounts. Use
| Role | Primary Need | Implication |
|---|---|---|
| **Finance** | Committed spend visibility earlier in the procurement cycle | Surface budget commitments at request approval, not at PO creation |
| **Department leaders** | Request speed faster time from request to approval | Reduce approval routing friction; minimize back-and-forth |
| **Department leaders** | Request speed - faster time from request to approval | Reduce approval routing friction; minimize back-and-forth |
| **Procurement** | Supplier file complete before the first invoice | Supplier onboarding must be finished before PO is issued, not after |
| **Legal** | Fewer emergency reviews | Route contracts with legal implications earlier; avoid last-minute escalations |
| **Customer Success (internal)** | Renewal risk visible before the account is already annoyed | CS needs leading indicators of dissatisfaction, not lagging ones |

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**Table:** `orbit_analytics.customer`
**Grain:** one row per signed-up customer
**Source:** Notion Orbit Demo Home / Data Team - Onboarding / Orbit Customers Source, last edited 2026-05-07
**Source:** Notion - Orbit Demo Home / Data Team - Onboarding / Orbit Customers Source, last edited 2026-05-07
Use this when a question needs customer identity, plan tier, signup timing, recent activity, or the standard customer joins.
@ -29,7 +29,7 @@ Use this when a question needs customer identity, plan tier, signup timing, rece
| Column | Type | Notes |
|---|---|---|
| `id` | number | Primary key, surrogate key |
| `email` | string | Login email, unique **do not use as join key** |
| `email` | string | Login email, unique - **do not use as join key** |
| `name` | string | Display name |
| `country` | string | ISO 3166-1 alpha-2 code |
| `plan_tier` | string | One of `free`, `pro`, `enterprise` |

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## How We Work
**Source:** Notion Orbit Demo Home / How We Work, last edited 2026-05-07
**Source:** Notion - Orbit Demo Home / How We Work, last edited 2026-05-07
---
@ -30,7 +30,7 @@ refs:
|---|---|
| **Monday** | Commitments and dependency checks |
| **Tuesday Thursday** | Customer calls, product work, implementation, and building |
| **Friday** | Closing loops review what shipped, what slipped, and write down any decisions |
| **Friday** | Closing loops - review what shipped, what slipped, and write down any decisions |
Use this rhythm when scheduling work, meetings, or reviews. Do not schedule decision-making meetings on Fridays; use Friday to record decisions already made.
@ -64,11 +64,11 @@ These are explicitly codified rules Orbit has identified as recurring failure mo
- **Escalations are coordination tools, not indicators of individual failure.** Escalating is the correct behavior when a problem exceeds the current team's ability to resolve it alone.
- When escalating, the person escalating must:
1. Bring in the right people (those with authority or context to unblock).
2. Summarize current state clearly what has been tried, what is blocked, and why.
2. Summarize current state clearly - what has been tried, what is blocked, and why.
3. Name the customer impact explicitly.
4. Keep updates moving until the risk is resolved or a workaround is established.
- Escalations that stall because no one owns the next update are a process failure, not a customer failure.
- An escalation is closed when the risk is resolved or a documented workaround is in place not when the immediate noise stops.
- An escalation is closed when the risk is resolved or a documented workaround is in place - not when the immediate noise stops.
---

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## Known Product Gaps and Friction Points
**Source:** Notion Product & Customers (Notes from Recent Customer Calls), last edited 2026-05-07
**Source:** Notion - Product & Customers (Notes from Recent Customer Calls), last edited 2026-05-07
---

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## Key measures (SL: `mart_account_activity`)
- `avg_pre_policy_activation_rate` `avg(pre_policy_30_day_activation_rate)`
- `avg_post_policy_activation_rate` `avg(post_policy_30_day_activation_rate)`
- `avg_pre_policy_activation_rate` - `avg(pre_policy_30_day_activation_rate)`
- `avg_post_policy_activation_rate` - `avg(post_policy_30_day_activation_rate)`
## Common query patterns

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## Key measures (SL: `mart_account_segments`)
- `account_count` `count(*)`
- `total_contract_arr_cents` `sum(contract_arr_cents)`
- `active_contract_arr_cents` `sum(contract_arr_cents)` where `contract_status = 'active'`
- `active_contract_arr_millions` active ARR in $M
- `account_count` - `count(*)`
- `total_contract_arr_cents` - `sum(contract_arr_cents)`
- `active_contract_arr_cents` - `sum(contract_arr_cents)` where `contract_status = 'active'`
- `active_contract_arr_millions` - active ARR in $M
## Common query patterns

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## Key measures (SL: `mart_arr_daily`)
- `total_arr_cents` `sum(arr_cents)`
- `arr_millions` `round(sum(arr_cents) / 100000000.0, 3)` ARR in $M
- `total_arr_cents` - `sum(arr_cents)`
- `arr_millions` - `round(sum(arr_cents) / 100000000.0, 3)` - ARR in $M
## Common query patterns

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## Key measures (SL: `mart_nrr_quarterly`)
- `avg_nrr` `avg(net_revenue_retention)` across all rows
- `avg_nrr_enterprise` `avg(net_revenue_retention)` filtered to `segment = 'enterprise'`
- `avg_nrr` - `avg(net_revenue_retention)` across all rows
- `avg_nrr_enterprise` - `avg(net_revenue_retention)` filtered to `segment = 'enterprise'`
- `total_expansion_arr_cents`, `total_contraction_arr_cents`, `total_churned_arr_cents`
## Common query patterns

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## Key measures (SL: `mart_procurement_activity`)
- `total_active_requesters` `sum(active_requesters)`
- `active_requesters_200k_threshold` `sum(active_requesters)` where `contract_arr_threshold_cents = 20000000`
- `total_active_requesters` - `sum(active_requesters)`
- `active_requesters_200k_threshold` - `sum(active_requesters)` where `contract_arr_threshold_cents = 20000000`
## Common query patterns
@ -44,4 +44,4 @@ tables:
- `active_requesters` counts non-internal, non-test requesters on large active contracts. See [orbit-procurement-qualifying-actions](orbit-procurement-qualifying-actions).
- The standard threshold is `contract_arr_threshold_cents = 20000000` ($200k ARR).
- Always filter by `contract_arr_threshold_cents` the table contains rows for multiple threshold values.
- Always filter by `contract_arr_threshold_cents` - the table contains rows for multiple threshold values.

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## Key measures (SL: `mart_revenue_daily`)
- `total_gross_revenue_cents` `sum(gross_revenue_cents)`
- `total_credits_cents` `sum(credits_cents)`
- `total_refunds_cents` `sum(refunds_cents)`
- `total_net_revenue_cents` `sum(net_revenue_cents)`
- `net_revenue_millions` `round(sum(net_revenue_cents) / 100000000.0, 3)`
- `gross_revenue_millions` `round(sum(gross_revenue_cents) / 100000000.0, 3)`
- `total_gross_revenue_cents` - `sum(gross_revenue_cents)`
- `total_credits_cents` - `sum(credits_cents)`
- `total_refunds_cents` - `sum(refunds_cents)`
- `total_net_revenue_cents` - `sum(net_revenue_cents)`
- `net_revenue_millions` - `round(sum(net_revenue_cents) / 100000000.0, 3)`
- `gross_revenue_millions` - `round(sum(gross_revenue_cents) / 100000000.0, 3)`
## Common query patterns

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- mart_nrr_quarterly
---
# Orbit Metabase SQL Library Patterns & Conventions
# Orbit Metabase SQL Library - Patterns & Conventions
Collection **7 "SQL Library"** (parent: Orbit Showcase, collection 5) contains reference queries that demonstrate how to write Metabase native SQL against the Orbit analytics marts. Cards here are intentionally illustrative; several have `dashboardCount: 0` and are not embedded in live dashboards.

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- mart_nrr_quarterly
---
# NRR Discount Expiration Treatment
# NRR - Discount Expiration Treatment
**Governed metric key:** `net_revenue_retention`
**Owner team:** analytics

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@ -12,7 +12,7 @@ sl_refs:
- mart_procurement_activity
---
# Procurement Qualifying Actions & Weekly Active Requesters
# Procurement - Qualifying Actions & Weekly Active Requesters
**Governed metric key:** `weekly_active_requesters`
**Owner team:** product

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## Orbit Product Design Principles
**Source:** Notion Product & Customers, last edited 2026-05-07
**Source:** Notion - Product & Customers, last edited 2026-05-07
---

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## Product Review Checklist
**Source:** Notion Product & Customers, last edited 2026-05-07
**Source:** Notion - Product & Customers, last edited 2026-05-07
---

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@ -12,7 +12,7 @@ sl_refs:
- mart_revenue_daily
---
# Revenue Gross-to-Net Reconciliation
# Revenue - Gross-to-Net Reconciliation
**Governed metric key:** `net_revenue`
**Owner team:** finance
@ -25,7 +25,7 @@ sl_refs:
net_revenue = gross_revenue - credits - refunds
```
All amounts are in **cents** (USD only `stg_invoices.currency` is asserted to be `USD`).
All amounts are in **cents** (USD only - `stg_invoices.currency` is asserted to be `USD`).
## Components
@ -38,12 +38,12 @@ All amounts are in **cents** (USD only — `stg_invoices.currency` is asserted t
## Intermediate model
`int_revenue_components` daily gross, credit, refund, and net revenue components.
`int_revenue_components` - daily gross, credit, refund, and net revenue components.
## Quality Gates
- `reconciliation_check` must be `true` on every row of `mart_revenue_daily`.
- `assert_february_2026_net_revenue` a dbt singular test covering February 2026 net revenue total.
- `assert_february_2026_net_revenue` - a dbt singular test covering February 2026 net revenue total.
## Line Item Types (`stg_invoice_line_items`)

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## Sales Ops → Customer Success Implementation Handoff
**Source:** Notion People & Operating Norms, last edited 2026-05-07
**Source:** Notion - People & Operating Norms, last edited 2026-05-07
**Owner:** Sales Ops (sender), Customer Success (receiver)
---
@ -27,7 +27,7 @@ Sales Ops must complete the handoff **before the first implementation call**. Cu
| Field | Notes |
|---|---|
| Current plan | Starter / Growth / Enterprise use canonical plan name |
| Current plan | Starter / Growth / Enterprise - use canonical plan name |
| Account segment | self_serve / commercial / enterprise (see `orbit-plan-segment-normalization`) |
| Contract shape | Term, ARR, any discounts or custom terms |
| Renewal contact | Named person on the customer side responsible for renewal |
@ -38,7 +38,7 @@ Sales Ops must complete the handoff **before the first implementation call**. Cu
- **Sales Ops** is responsible for populating and delivering the handoff before the first implementation call.
- **Customer Success** is responsible for flagging missing fields to Sales Ops before the call, not during or after.
- If a field is unknown at handoff time, Sales Ops must note it explicitly as "unknown to be resolved by [date]" rather than leaving it blank.
- If a field is unknown at handoff time, Sales Ops must note it explicitly as "unknown - to be resolved by [date]" rather than leaving it blank.
## Common Failure Mode
@ -51,7 +51,7 @@ Handoffs that omit contract shape or renewal contact force CS to re-engage Sales
- Enterprise accounts with parent/child account structures require extra care during handoff.
- Small assumptions made during handoff in these accounts tend to produce large downstream problems (billing mismatches, approval routing failures, supplier onboarding gaps).
- When the account has parent/child complexity, Sales Ops must explicitly flag it in the handoff and document the account hierarchy before the first implementation call.
- CS should treat any undocumented parent/child relationship as a blocker do not proceed with implementation setup until the structure is confirmed.
- CS should treat any undocumented parent/child relationship as a blocker - do not proceed with implementation setup until the structure is confirmed.
---