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.
IMPACTED TEAMS
Digital CSMs
Core CSMs (Only if the assigned accounts are above 50 users, $500 USD MRR, or Standard/Premium Service Level)
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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Flat rate pricing of $250.00 dollars for up to 10 users.
Pricing moves to the rack rate at the 11th user.
CCSMs: Please keep in mind that regardless of your assigned segment, you may still receive an SMB account if the account details meet the criteria.
The SMB Starter Package
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).
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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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