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(blue star)CONTEXT / SCOPE

The purpose of this SOP is to outline the specific details and steps that need to be taken in order to ensure that SMB accounts are successfully onboarded and adopted.

(blue star)IMPACTED TEAMS

  • Digital CSMs

  • Core CSMs (Only if the assigned accounts are above 50 users, $500 USD MRR, or Standard/Premium Service Level)

(blue star)GLOSSARY

  • CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)

  • CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)

  • CSM – Customer Success Manager 

  • LMS- Learning Management System 

  • Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)

  • SF - Salesforce

  • TL - Team Lead

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RESOURCES

(blue star)TABLE OF CONTENTS

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These account, though having Learning and Compliance, have the following particularities:

What is included?

  • Compliance

  • Learning

  • Onboarding Call and Learning and Compliance Training, provided by the CSM

  • Policy Manuals

  • Compliance Open Forums

What is NOT included?

  • Consulting Services

  • Document Customizations

  • Uploading of Documents

  • Course Development (additional cost)

  • Dedicated Account Manager (admin will be referred to Support for any issues).

...

  • Immediately after the call (or as soon as possible the same day), send the onboarding call recap email, which shall include the your Calendly link Outreach public calendar link (edited to the needed Adoption meeting type, to do this, please refer back to the MT-CS-014: Outreach Setup & Management SOP) and date reminders of the dates for upcoming training sessions. Please use the Outreach SMB Onboarding Call Recap Email Template.

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Policy Manuals and Monthly Open Forums

Policy Manuals

The policy manuals that admins will use can be found at this link: Policy Manuals GD Folder https://drive.google.com/drive/folders/1vYtcBsbE9LNqpNezafN611WZ-WELQs1T?usp=share_link . Please remind admins that they can either make a folder copy in Google Drive or download the whole folder to their PC, as stated in Slide 8 of theSMB ACCOUNTShttps://docs.google.com/presentation/d/1rYmHVPixg6BjWWbCTrfuMAE2QsqAbPwNByWYsoIgvYw/edit?usp=sharing presentation.

Open Forums

This is covered in Slide 9 of the presentation above; however, these are the characteristics:

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