CONTEXT / SCOPE
Once an account gets assigned by CS Operations, the designated CSM will step in to begin the welcome process with the account: onboarding call, KYC, setting up expectations, and providing system training.
IMPACTED TEAMS
Strategic CSMs
Core CSMs
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
MEDDPICC - An advanced sales methodology that stands for Metrics, Economic Buyer, Decision Criteria, Decision Process, Paper Process, Identify Pain, Champion, and Competition
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
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TABLE OF CONTENTS
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The welcome email will introduce the designated CSM, provide the contact information, and the steps to follow in order to initiate their Onboarding process. You will also find all email templates mentioned below in the Onboarding and Training Email Templates Outreach Collection.
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Before the Onboarding Call
Once the account is assigned to you, reach out by phone on the same day to introduce yourself and schedule the onboarding call. If the admin hasn’t scheduled the onboarding call, hasn’t replied to the initial email, hasn’t reached out to you, or they do not answer your first call, please send a reminder email using the Outreach Welcome CCSM / SCSM Welcome to MedTrainer! CSM Template, to introduce yourself and remind them of the onboarding process. This template contains a specific part regarding the Onboarding Survey (KYC), which has been turned into a Google Form.
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Special Mention: The Outreach template you will use already includes the Account Configuration Roster, as well as the
If the account has Credentialing Software purchased (if not, please remove them from your email message before sending, as they are included in the template):email message before sending, as they are included in the template):
This is how the specific section of the Email Template looks like: 
   You’ll have all rosters included in the Outreach template. Once you pull it up in Gmail, please delete the attached files you don’t need for each account you contact. This is what the Email Template looks like:  Attachments in the template:  Also, please follow the MT-CS-014: Communication TrackingOutreach Setup & Management SOP to keep track of your emails, calls and meetings, both for visibility and account management purposes. |
Prior Preparation
Onboarding Object Updates
When the onboarding call is scheduled, enter the date in the “Onboarding Call Scheduled For” field located in the Onboarding object in SF.
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Information Preparation and Discovery Sync Meeting with RSM
Prepare before the Onboarding call by reviewing the following information, in order to better understand the account:
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Website ( check in the account level under the Details tab, and if it’s not there, google it - get relevant information about the business).
RSM. The CSM must schedule and complete a 15-minute Google Meets call (using the Discovery Meeting Outreach meeting type) with the RSM to review all the information above and to gather any other relevant information that surfaced in the sales process. It’s important to confirm the industry and number of employees, which will be used as a starting point on the OB call.
Preparing the Onboarding Presentation (Google Slides)
Prepare a presentation for the account, using one of the following available templates in the Account Onboarding PPTX Templates folder:
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By default, Salesforce will pull your Outreach Calendar link from your Salesforce profile (so please make sure to have “Onboarding Call (30 min) ” as your default meeting type in your Outreach calendar settings, and to have this link added in your profile. |
Option 1: Outreach Platform
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Option 2: Outreach Everywhere Extension
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You’ll need to follow these steps to set up the Discovery Meeting with the RSM, as it needs to be recorded and logged into the account. There is a meeting type available (15-min). |
Option 3: Google Calendar
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Option 4: Gmail (Inserting Proposed Times)
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During the Onboarding Call
During this 30-minute meeting with the admin, review the following points:
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Provide a walkthrough of the Google Slides presentation you created earlier on the Preparing the Onboarding Presentation (Google Slides) point:
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Please note that if the account has purchased Exclusions (without Credentialing Software), the exclusions fields are now under the full profiles. |
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Required information in this slide will include:
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Please mention that the recap email will include information and links relevant to the session, as well as CPR Course information files: the
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After the Onboarding Call
Immediately after the call recording gets processed (or as soon as possible the same day), send the onboarding call recap email, which shall include the your Calendly link and date reminders of the dates for upcoming training sessions. Please use Outreach Onboarding Call Recap Outreach Email Template, and read carefully before sending, as it will include:
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Create a SF Escalation Case.
Log into SF and go into the account in question.
In the Cases section, click “New” and select “Escalations”:
Fill in the following fields:
Account name will automatically populate
Add the Subject pertaining to the case (for example: Cancelation Request - Account name)
Add a Description in the following format: MM/DD/YY_Initials:Action (example: 04/20/23MM: Customer called support and asked to cancel his account)
Opportunity Name: Add the Escalated Opportunity or Opportunities
Contact Name
Add Escalation/Cancellation Reason
Add Escalation Directives: add only the exact action we are requesting from our finance department, in following format: MM/DD/YY_Initials:Action (example: 04/20/23MM: One more week, Customer unresponsive)
Add Products: Move the item(s) from the Available List to the Chosen Box
Click on SAVE
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