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

TABLE OF CONTENTS

CSM Onboarding Process

When an account is marked as Closed Won in Salesforce, the CS Operations Department will create and set up the account in the MedTrainer platform and will assign the CSM in SF, creating the Customer onboarding object and sending the welcome email.  Details on this process can be found in the MT-CS-001: Account Creation and CSM Assignment.

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  CCSM / SCSM Welcome to MedTrainer! 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.

Welcome Email and KYC Checklist

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Once you make a copy, copy the responder link and paste it into the “Welcome to MedTrainer! CSM Template“ where it says [here].

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.

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:

• Contract (Products acquired, duration of the contract, MRR, number of users)

• Additional Notes in SF (field in the opportunity level, relevant information shared by sales).

• 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:

• https://docs.google.com/presentation/d/1sah25mQquMm0M6GXkv9dPZUC_dWau_YVuLi8EZYbIA4/edit?usp=sharing

• https://docs.google.com/presentation/d/1eQUOmwYRN6Q6IuYgZ3Sv-vyfb5Bw41MyBHd0NwYPSoM/edit?usp=sharing

• https://docs.google.com/presentation/d/1J-EkY6xmNH-0EOHnF0W6n92Xu_5xW4CPTBINGF6Cths/edit?usp=sharing

• https://docs.google.com/presentation/d/1HHe2kU2KSjJRHyU9ahrVoGgJu0LjKhr73_ylwe9sHNI/edit?usp=drive_link

• https://docs.google.com/presentation/d/17qJnzctMfYoYIfqCzZKSToeqXBb6ZeLgcL3-WOoA4x8/edit?usp=sharing

• https://docs.google.com/presentation/d/1W6DonYcdklYsOcRgNrHq6hVY3-C43pXeZI49wMUkhZU/edit?usp=sharing

• https://docs.google.com/presentation/d/1YcEG1QQJsy9nNiwK46UOw_-uAQrfh0QLQ3aqUNnQY34/edit?usp=sharing

• https://docs.google.com/presentation/d/1rYmHVPixg6BjWWbCTrfuMAE2QsqAbPwNByWYsoIgvYw/edit?usp=drive_link

Scheduling the Meetings (Discovery Meeting and Onboarding Call)

Admins should schedule the onboarding call through the link they receive in their first email. The default duration for these calls is of 15 and 30 minutes. If they haven’t yet, or they would like help, Go to Outreach and create a new meeting. For more detail on how, review the MT-CS-014: Outreach Setup & Management.

Option 1: Outreach Platform

Option 2: Outreach Everywhere Extension

Option 3: Google Calendar

Option 4: Gmail (Inserting Proposed Times)

During the Onboarding Call

During this 30-minute meeting with the admin, review the following points:

• Go over the contract,  and confirm the QTY of users and products and MRR. 

• Set expectations according to the signed contract ( explaining what the products acquired include)

The KYC Checklist

First task of the OB Call, before starting the presentation, go through discovery questions in order to get to know the customer better. Use and fill in the KYC OB Checklist you prepared on the

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4221435905#Welcome-Email-and-KYC-Checklist section.

Please follow these steps to export individual responses as PDF files:

Once the form is filled in and the meeting is over, upload the completed checklist to the Notes and Attachments section (in the Related tab) of the onboarding object, immediately after the Onboarding Call is completed:

The Presentation Walkthrough

Provide a walkthrough of the Google Slides presentation you created earlier on the Preparing the Onboarding Presentation (Google Slides) point:

Required information in this slide will include:

• Username/ Email Address: A work / Personal email address should be provided here. This will act as the username to log in.

• First Name: User’s first name.

• Last Name: User’s last name.

• Position: This position will be the one the user is occupying within the company’s Organization.

• Location: Locations are different facilities the account could be organized in. If different locations are provided, the State should be specified to create it into the account.

• Department: Organization departments will be registered here.

• Account Level: This feature will allow an Admin to decide what kind of access each user has. The following options will be displayed here to choose from:

  • A. SUPER ADMIN: Total access to all platform functions and locations.

  • B. ADMIN: Access to Assigning tasks, and configuration functions (Except Billing). Admins can be narrowed down to manage certain locations or departments.

  • C. STUDENT: Access to the platform only to allow them to perform tasks and courses assigned.

• Send registration email? Here, confirm and select YES if the welcome email will be sent immediately when the account is created or select NO and confirm when the Admin would like to send it.

The Training Matrix

Wrapping Up

Before closing the call, address these points below:

• Emphasize the importance of the initial account setup. Let the admin know you will be sharing the Initial Account Setup user guide and the rosters again in the recap email, and offer your assistance should they need it.

• Address any final questions or concerns. Let the admin know you have been proactively listening, and address anything they might need to the best of your ability. If anything is outside of your scope, reach out to your TL for support once the meeting is over.

• Make sure to have scheduled your training session(s) in advance. If not possible, share some proposed times with your admin in the recap email, or maintain consistent communication with the admin until they are scheduled.

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: 

Once the OB call has taken place, Enter the date in the “Onboarding Call Completed Date” field located in the onboarding object in SF.

It is important to set a date in the “LMS Set-Up Completed Date” field once the set-up has been completed.

Even if an account is escalated or unresponsive, it is important to have proof of the 10 business day follow-up stage in the notes, as well as logged emails and calls. These are also taken into account for process visibility.

Unresponsive Accounts (Failed to Onboard Case)

1. In case of an unresponsive account, contact the customer daily for 10 consecutive days via email and phone. 

2. If the customer is still unresponsive after 10 days, enter the notes in the Customer Onboarding object and mark the account as Onboarding completed

3. Loop in the designated RSM to inform them about the situation, so they can also assist with reaching out to the customer if necessary.

   • Create a “Failed to Onboard ” escalation case in SF following the steps below:

     • On the account level, locate the “Cases box” and, using the dropdown click on “New”.

     • Select “Customer Success” on the following screen and click “Next”.

     • Choose the type “Failed to OB”

     • Fill in the subject, description 

     • Add “Due Date” which must be placed 30 days from the case creation day

     • Add CSM to the “Assigned to” field

   • Reach out to the customer weekly for the next 1 month and update the case accordingly

4. If the customer is still unresponsive, inform your Lead, who will then close the case.

Cancellation Requests

In case an account that is still in the onboarding stage requests cancellation, please revisit the MT-CS 005 Escalations SOP, and follow these steps: 

1. 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

2. Work the Case: Once the escalation case is created the CSM and CSM Lead must follow the process below:

   • When reviewing or updating the case, make sure you are in the details tab of that case:

     • You will see the details you have entered prior

     • In each step of the case you will see the role that is required to fill out the blank fields.

   • Schedule a call between client and lead (CSM) within 24 hours

     • Contact the customer and schedule a meeting between the client and/or the CSM lead 

       • If the escalation in question is a cancellation request, the CSM TL will be the one contacting the customer directly.

     • Once the call has been scheduled, the CSM / CSM Lead will need to enter the date for the Call Scheduled For field

3. Complete call with client and lead (CSM TL)

   • After the client call, the CSM Lead will need to enter the Call Completed Date,

   • Also, CSM Lead will enter the Resolution Offered discussed among client and CSM Lead + CSM

4. Complete the call with client and lead (CSM TL)

   • The Escalation Status will be updated to Waiting Approval 

   • If Client can’t be reached (CSM TL) 

     • If you reach out to the client 10 times, and no response has been made by the client, the CSM Team Lead will select the can't reach client (send final) box.

     • Click on Save

5. Resolution Approval (Accounting) 

   • The Accounting Department will be the one to deny or approve the resolution offer.

     • If approved, the status will update to approve

     • If denied, the status will update to denied

6. Follow Up: If the customer does not accept the resolution presented, the CSM TL will renegotiate and review it again in the weekly finance meeting. 

   • If a cancellation is inevitable, update the notes requesting to send the final depending on the customer's reply and CSM TL will review it in the weekly finance meeting.

   • Lastly, wait for finance confirmation to disable the account in LMS.