CONTEXT / SCOPE

This SOP is meant for new CSMs, as it will guide them through all Customer Success processes. Please note that anything about job descriptions and expectations can be viewed in the CSM plans, and should be discussed with your direct TL (Team Lead)

IMPACTED TEAMS

• Core CSM Teams

• Strategic 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

Internal Process Categories

Welcome to your new role!

We will divide the CS Account Management lifecycle in the following categories:

Onboarding

This is the starting point for all new accounts. CSMs get accounts assigned to them depending on their role, and it is their duty to provide the customers with the correct expectations, information and experience. A great start sets off to a strong foundation for our relationship with customers. Onboarding consists of the following stages:

Account Creation

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. Here is the process below for visibility:

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4131422209

Onboarding

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.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4221435905

Training Sessions

Our clients purchase our Learning, Compliance and/or Credentialing modules. It is your duty as the designated CSM to provide them with a full walkthrough of those modules.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4221468673

MT-CS-003-02: Compliance Training

MT-CS-003-03: Credentialing Software Training

Adoption and Relationship Improvement

This stage is what follows Onboarding in the account management lifecycle. We check in on how our relationship with our customers is so we can:

• Address any areas of improvement and make any necessary adjustments

• Strengthen and expand our partnership with them

Adoption

When the Onboarding Process for an account is completed (meaning all training sessions have been taken care of), the assigned CSM will be in charge of the Adoption Stage. This process will provide you with the necessary tools, overviews, and periodically checking in with the admin(s). The goal is to know what the health of the account relationship in, and step in to address any issues or strengthen the partnership.

MT-CS-003-04: Adoption

Retention & Upsell

This process provides a structured process for proactively engaging with customers, in order to maximize their lifetime value and increase overall customer satisfaction, while effectively avoiding churn. It will be a guideline for:

• Defining the goals and objectives of the retention and upsell process, including key performance indicators (KPIs) that will be used to measure success.

• Identifying the customer segments that will be targeted for retention and upsell efforts.

• Outlining the various retention and upsell strategies that will be used, such as proactive outreach and expansion pipeline.

• Establishing a process for tracking and analyzing customer behavior and engagement data to identify opportunities for retention and upsell.

• Establishing guidelines and best practices for customer engagement, including how to communicate with customers, when to offer additional users or products, and how to handle challenging customer situations.

• Creating a process for measuring the effectiveness of the retention and upsell process, including regular reporting and analysis to identify areas for improvement.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4155047996

Escalations

This process is to be used when there is a client escalation; i.e. when there is a customer who is not satisfied with the services or products provided by MedTrainer.  Escalations can be triggered when customers complain explicitly This document outlines the process to be followed by the CSM and TL in case of a customer escalation to avoid any possible cancellations.

• Escalation Conditions

• Creating an Escalation Case

• Working the Case

• Explicit Escalation

• Following Up

MT-CS-005: Escalations

References

Recommendation of any business comes through contacts and connections. This SOP applies to all employees within the Sales and Customer Success Operations department who are responsible for managing customer references.  Lastly, it covers the process from the initial request for references to the final delivery of reference information to the Sales teams.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4154982402

Account Tasks

Outside of general account management, questions, and support tickets, there are other tasks to perform as a CSM:

Document Upload

The process below will show you how to handle document upload requests from Premium accounts, but not limited to other accounts that reach a document upload agreement.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4154982402

SSO Services and HRIS Integrations

Customer also purchase HRIS integrations and SSO services from us. The process below will provide you with context on what SSO and HRIS platforms are, mention the ones MedTrainer offers our customers integrations with our platform for, and steps to follow regarding integration requests.

MT-CS-018: SSO Services and HRIS Integrations

Other Types of Accounts

Outside of our regular Learning, Compliance and/or Credentialing accounts.

SMB Accounts

There is a special package we offer to small medical businesses. It includes policy manuals created by Brian Williams, our Compliance VP, as well as open credentialing forums hosted by him.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159504385

Hybrid Accounts

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.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159504835

Franchise Accounts

Franchise accounts are those that have multiple locations, and usually expand at a fast pace. This process will tell you what to look out for, and how to manage them.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159177383

Hand-offs

This section has to do with anything involving reassignments, your absence during days off, and what to do when a customer will leave MedTrainer completely.

Account Transition

Accounts will need transitioning due to multiple reasons: a leave, workload balancing, or even a position or job change. This process will provide you with a full understanding and peripheral view of when and how to transition your accounts, as well as contemplate and analyze possible scenarios of doing so.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159176708

Customer Offboarding

As we have an onboarding process for new customers, we should have an offboarding process for when they transition out of MedTrainer. This process will give youinsight into possible offboarding scenarios, as well as the instructions and tools to handle each one of those effectively, without leaving any loose ends.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159537378

Out of Office Hand-Off

Through this process, you’ll ensure uninterrupted customer support and communication during your vacation days, and establish an effective process for customers to reach someone in case of urgent matters.

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159177158

CS Compliance

This means compliance within the department, to make sure that your role is performed to the best of your ability. Also, you have full freedom to reach out to CS Operations in case something is not working, or if something can be improve.

Communication Tracking

This process below will assist you with:

• Tracking improvement

• Account management and organization

• Having communication proof

• Avoid any communication or information gaps

• Higher chances on successful SOP compliance

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159504610

Role-Specific SOPs

Our Customer Success Managers have been segmented into three major groups:

• Digital CSMs: Les in-person contact with clients, more use of digital tools.

• Core CSMs: Standard process is followed

• Strategic CSMs: Highlight on prospecting and relationship growth

Digital CSMs

https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4176740353

https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4229300225&draftShareId=ebe92b8a-0c0d-4942-aef2-a24f6604218e

Core CSMs

Core CSM Plan

All SOPs above apply to Core CSMs (CCSMs).

Strategic CSMs

Strategic CSM Plan

To be determined