Overview

This doc provides guidance for AMs/CSMs/TSEs for when customers ask for a data export when they are churning.

Policy

For customers who churn off Gem (to another platform, and even to Ashby), we will provide a standardized export of their prospect, project, sequence, and touchpoint data via CSVs.

Philosophy

• Customers own their data. We don’t want to create the perception that we’re holding their data hostage.
• However, we also don’t want to commit resources to doing any additional or custom work, since those customers are leaving Gem. We will not build any additional one-click features for our churning customers to easily import their data into another system.
• We will continue standing by not exposing the Gem API for offboarding - the intended use was not for data export,

Internal processes

CRM download

1. Go to the team's Overview Panel in the Support Dashboard.
2. Find the new Export All Candidate Data section at the bottom of the page.
3. Click the Export button.
4. A download link will be delivered straight to your inbox once the data has been exported.
5. The export file will be securely stored and you'll receive an email with a 24-hour download link.
6. The export will be a zip folder containing the following in CSV format:
1. List of prospects and the projects they belong to.
2. List of projects.
3. Sequence templates.
4. List of users.
5. All historical touchpoints.
7. Share the data export with the customer.

Who can use it?

Available to anyone with access to the Support Dashboard.

ATS download

For customers churning off Gem ATS, follow the instructions above to create the CRM download. Additionally, you will need EPD to generate an ATS download. 

1. File an Eng-oncall task to run a script and provide a standardized data export.
• File on-call task: “Please run a full ATS data export for this customer who is churning. Please also include resumes.”
2. EPD will run a script and share the export via Slack. Depending on the size, the export will be either a one-time S3 link or a zip folder containing the following:
1. Link to all tables included. High-level data is:
1. Application data
2. Candidate data
3. Candidate PII
4. Demographic data
5. Job data
6. Offer data
7. Organizational data
8. Process data
2. Zip file of resumes.
1. Note: Depending on the number of resumes, we plan to only send resumes that the customer collected in Gem, and not resumes they migrated from their previous ATS. They should have the resumes they migrated from their previous ATS in a file from that vendor.
3. Share the data export with the customer.

Example email

Hi CustomerName

Below is the requested data:

• Here is an attached export of your Gem ATS data (click to download the zip file - expires in 7 days).
• Here is an attached export of your Gem CRM data (click to download the zip file - expires in 1 day).

Our standard data export includes:

• A CSV export of ATS data tables. You can find a full reference guide to the tables and associated columns here.
• A CSV export of CRM data, which includes touchpoints, persons, projects, sequences, and users.
• An export of resumes of candidates that applied to Gem, inclusive of ~X resumes. Please note that this export does not include resumes migrated from previous ATSs - you should refer to your previous export(s) from that ATS for that data.

Let me know if you have any issues with the files. Thanks!

Example

• Veho Export