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

TABLE OF CONTENTS

New Account Set-Up

When Sales Opportunities change to a “Closed Won” status, notifications will reflect on the Sales-Dong Slack Channel. In order to set up and assign the accounts, the CS Operations Department will follow the steps below.

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.

Service Levels

Though the Service Level for each account should appear in the contract, please make sure to designate the correct one in the SF opportunity. For that, please go to the contract and confirm if it is a basic, standard or premium service.

Then, go to the Other Info section in the SF Opportunity and select the correct service level:

Consult the Onboarding Report in Salesforce, confirming that the account closed is registered correctly, and will enter the account to begin the assignment process.

The Pre-Signup Form

Create and set up the account following the steps below:

Go to the http://lms.medtrainer.com/signup/preSign📝 form:

Simultaneously, open the following in SF::  

• Main Account  

• Account Opportunity (duplicate it to have the contract in the 2nd tab). 

• Contract 

On the Main account page, locate the “Details” tab:

Scroll down until you find the “System Codes” section, from where you will pull the SF Account ID information.

Copy the SF Account ID and paste it on the MedTrainer Pre-Signup form and paste it on the Account ID field.

Fill in the following fields with the information provided in the SF Tabs you opened (Account/Opp/Contract):

• Company Information (Company name in SF):  

  • Company Name

• Customer Information (Use primary contact located in the opp):  

  • First Name 

  • Last Name 

  • Phone Number 

  • Email Address / Username 

  • Password (All new accounts should be created with Welcome2024! As the default password)

  • User Count: This information will be found in the account contract.

•  Location Count: The number of locations will be an estimate according to user count.

• Plan Amount $: This can be found in the account contract.

• Billing Start date: The contract shows a billing start date in the Payment Authorization Information Page. When setting up the account, add 15 natural days to said date. If, however, the RSM has already established a future billing date, choose that one for the setup.

 If the main super admin's email address is already taken by a demo or trial user, we would need to disable said user email. To do that, log into your MedTrainer Support account, then click on the Switch User Account Module. 

Copy-paste the email address in question in the Switch User Account module, then proceed to disable the email. This can be done by clicking on the user, going to the Full Profile, clicking on the "User and Password" tab, and then updating the email in the "Update Email" field by adding a "DONOTUSE" before the "@domain.com". If, however, the user is still valid or belongs to another active account, add a +1 before the "@domain.com" to make sure the super admin can use the same email address to access the new account.

After all needed information has been set, click on “Sign Up.” 

Once the account is created the CS Operations Department must enter the following information into the SF account under the Details tab:

• System Codes

  • LMS Id Company

  • Recurly Account Id (in case the system does not add it automatically)

• Recurly information

  • Recurly Billing URL

Account Permissions

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.xlsx spreadsheet.

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

Salesforce Account Fields

In the account enter the CSM and CSM TL

in the following fields:

• Customer Success Manager

• Customer Success Manager Leader

• CS Segmentation

Salesforce Opportunity Fields

In the opportunity level in SF, enter the CSM and CSM Lead in the following fields:

• Customer Success Manager (NEW)

• Customer Onboarding Manager (NEW)

• Customer Success Manager Leader (NEW)

Once the CSM and CSM TL names are entered in the opportunity fields the Customer Onboarding object will be created automatically.

The Customer Onboarding Object

Copy the opportunity name and paste it into the Customer Onboarding name

Check the boxes with the products owned

Enter the Onboarding email sent date to your current date.

Check the Send Onboarding email box (this will send the https://docs.google.com/document/d/1x7Xr9V45dqeK5lOdgnAW7_Z0Bxb1TVTl/edit?usp=sharing&ouid=114395614726466393341&rtpof=true&sd=true to the customer)