MT-CS-015: Hybrid Account Management and Transition

Owned by arlene.coello
Last updated: Nov 28, 2024
4 min read

CONTEXT / SCOPE

The CS Department and the FMC Department share what are called hybrid accounts.  An account is considered hybrid when having Learning and/or Compliance purchased, as well as our Fully-Managed Credentialing Service. This SOP aims to provide clear understanding of circumstances and workflow for these accounts, to aid in their efficient onboarding, adoption and ongoing management.

IMPACTED TEAMS

  • CSM Team

  • CS Operations

GLOSSARY

  • CSM – Customer Success Manager 

  • LMS- Learning Management System 

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

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

  • SF - Salesforce

  • FMC - Fully-Managed Credentialing 

  • POC - Point of Contact

  • RSM - Regional Sales Manager

  • TL - Team Lead

  • SYNC MEETING- A 15-minute Google Meets meeting between FMC TL and CSM, to discuss account expectations and onboarding call takeaways.

RESOURCES

 

TABLE OF CONTENTS

Account Assignment

When a net new hybrid account is marked as “Closed Won” these are the processes both involved departments follow:

The CS Ops Department

CS Ops will take care of these tasks below:

  • Clear up any account or POC details with the RSM.

  • Set up the LMS account and corresponding permissions.

  • Assign a CSM for the Learning and/or Compliance modules.

Reach out to the FMC department via Slack to inform them about the new account.

The FMC Department

Once the FMC department receives notification on the account, their internal process follows along these lines:

  • An internal channel is created between them.

  • An FMC TL is determined depending on which state the account is located in. 

  • They will be assigning an FMC Lead and sending the FMC Welcome Email (checkbox found on the bottom left part of the Onboarding Object). Important mention: this email cannot be sent by CS, or without authorization. This is the reason why a channel is created beforehand. 

  • In case there are any questions, they are free to reach out to the CS Ops Department and/or the assigned RSM.

The CSM will be using the Onboarding Object to keep track of the account’s onboarding process. The CSM will be both owner and onboarding manager, due to the CS Department’s internal process.

Synchronizing and Mutual Workflow

Onboarding the Account

The FMC TL and the CSM will carry on with their onboarding calls as per their internal processes. Once both onboarding calls are completed (notes should be updated in the Onboarding Object at this point). If there are any issues surfacing in the account, they will be met in a created Slack channel, involving both departments.

System Updates, Maintenance and Tickets

System usage and current work could be affected by one or more of the following:

  • There is a bug or system error, and our development department is currently working on the affected account(s) to solve it. If there is a support ticket created and being worked on, the CSM and FMC TL should keep each other informed on further developments and updates. If there is a ticket that needs to be created, the CSM will inform the FMC TL of status and new developments.

  • The account has purchased an Integration, and one or more of the issues below may arise. For any of those, it is important to stay informed, and create the appropriate support request: a support ticket for the Integrations team to work on. On the CS  side, the CS will request assistance using the product-support slack channel. Then, follow as per the specialists’ instructions in order to get resolution.

    • Users are appearing duplicated in the Employee Center. This could be due to:

      • An admin created/has been creating users in LMS, and they are also passing over from the source platform (for example, ADP or Paylocity).

      • There is an error or issue with the Integration.

      • The source platform is being mishandled or changes are being made that affect the integration.

    • Users start disappearing.

    • Locations, departments and positions start being affected.

    • Employee statuses are not reflecting in LMS (for example, Terminated/Prospect/Inactive employees).

  • The Product and Development teams are working on system updates and/or maintenance. It is important for both departments to know, so the account admin can be accurately informed.

Touching Base

If for whatever reason both departments need to touch base regarding the account, please follow this process:

Keep in mind that the severity level of any issue should be first discussed with the CSM TL before reaching out to FMC.

Accounts Becoming Hybrid

An account becomes hybrid where one of the following happens:

  • A Learning and/or Compliance account purchases FMC.

    • When this happens, the CSM will create a Slack channel involving the CSM TL and the assigned RSM. FMC will not be involved here.

  • An FMC account purchases Learning and/or Compliance

    • The FMC TL will reach out in the internal FMC Slack channel. Then, FMC management can reach out to the CS Operations team to let them know that the client wants to purchase other products like Learning and/or Compliance. After this notice, CS Operations will proceed to assign a CSM to the account so an Expansion Revenue opportunity can be generated.

Account Adoption and Escalations

The CSM will carry on with the established internal Adoption process, as specified in the

MT-CS-003-04: AdoptionSOP. If there is an escalation on either end, it is important that both departments are informed, as they could both be affected. Please follow the MT-CS-005: EscalationsSOP. The CSM TL will create a Slack Escalation channel and involve: FMC TL and designated RSM.

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