CONTEXT / SCOPE
When an opportunity comes in as Close Won and services included are Learning, Compliance, and/or Credentialing Software, the assigned CSM will be in charge of onboarding the customer. The CS Operations Department will step in to set up and assign all new accounts.
IMPACTED TEAMS
CSM Team
CS Operations
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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TABLE OF CONTENTS
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This mainly pertains to the following services: Learning, Compliance and Credentialing Software. The Customer Success Department will not get involved in account creation involving Credentialing Services (a.k.a. “Fully-Managed Credentialing”). If, however, a Credentialing Services account contains one of the other services, we will step in and create those accounts as well.
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Initial Review and Set-Up
The Pre-Signup Form
Before creating an account, we need to double-check and confirm the information below. To do so, open the SF opportunity (which is the Opportunity URL that appears in the slack channel), the SF account, the contract and the main contact point.
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Once the account is created, select the corresponding modules according to the contract by clicking on the “Permissions” button following the matrix on the Permissions.xlsxspreadsheet.
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Assigning a CSM to the Account
The CS Operations Department will assign the new account to the next CSM available according to their BOB MRR amount and how many accounts the CSM currently has in
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Customer Success Manager
Customer Success Manager Leader
CS Segmentation
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Regardless of the situation, it is important to check who is OOO or unavailable before assigning the CSM 🌴⛔ |
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Salesforce Opportunity Fields
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