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Training new C.S. Managers

This is a short breakdown of C.S. Training.

Training for new Client Success Manager

Day One:

  • Go over the training plan
  • Run through the Post-Sale in the 3.0 Platform and 4.0 Platform
    1. Quick explanation of their differences and plans for moving ahead
    2. Explain the stages of Post-Sale (broad strokes overview)
    3. Explain Escalated and Legal Requests
      1. How we need to treat these
      2. When to Escalate
      3. When to Escalate to Compliance
    4. Show how to create a Post-Sale Request
    5. Show how to create a Funding Request
    6. Turn loose to play on the demo and get comfortable with how 3.0 works and/or 4.0 works for a little bit
  • Run through Domo and how to use it to locate Post-Sale aging
    1. Explain the aging limits that we have to follow so that we stay compliant and keep everyone happy
    2. Have Them pull up client aging information from Domo for me as checks
      1. Should be easy and to do and can be checked in real time
  • Go over ShareFile, how we use it and how we track it
    1. Will not be handing off ShareFile duties yet, due to compliance risk, but will get them set up to receive notifications, and have access to ShareFile
  • Go through HubSpot
    1. How we use it
    2. What is a ticket
      1. What the Ticket Types are
    3. Why we differentiate between Tickets and non-Tickets
    4. Knowledge Base
      1. What it is for, and how it is used
  • Set time for a weekly 1 on 1 (30 min. No more)
  • Add them to All Bi-Weekly/Monthly calls
  • Turn Teammate loose in Demo and call when there are things that they can learn from.

 

Day Two:

  • Give them a list of clients to check in on their Post-Sale work from through the Platform and Domo
    1. See how they do pulling up Clients and assessing status
  • Ensure they are added to all Post-Sale emails going out, so they can see how Team operates and how to deal with clients
    1. They won’t start reaching out or responding until Day Five
  • Platform training on how to re-enable a user on the Platform
    1. Have Them run through this on Demo a few times
  • See how new member is doing, have them work in Demo to create and complete Post-Sale Requests
    1. Give them work instructions that have been created by C.S. Team to create Post-Sale Requests

 

Day Three:

  • Start off with aging follow ups
    1. Assist with any questions they may have from client responses
    2. How they think responses or lack of responses should be handled.
  • Have Them start reviewing Urgent Requests and how to monitor those
  • Recap everything, we have gone through, [Quiz]
    1. Where things are in the Platform
    2. How to create a Funding Request (3.0 and 4.0)
    3. How to create a Post-Sale Request (3.0 and 4.0)
    4. What do we do with Urgent Requests
    5. How to find things in Domo
  • Ensure they have my number in case they need assistance and Teams acts up
  • Have them work in HubSpot (Portal Support)
    1. Creating a Ticket
    2. Editing a Ticket
    3. Tagging people (C.S. Team)
    4. Adding attachments
    5. Connecting to PIDs and Clients
    6. Adding Contacts
  • Have them work in ShareFile – EverChain Test Folder
    1. Adding Files
    2. Moving them
    3. Copying them
    4. Updating ShareFile Log Tracker
    5. Sending links
      1. Uploading and Downloading from Links

 

Day Four:

  • Recap of Day 1 – 3 (shouldn’t be stressful)
    1. Take time, answer any and all questions
    2. Use this to plan for review work
  • Go over follow-ups time tables, ect.
    1. Run through Domo Audit
    2. Have them recreate it, and allow them a chance to make updates, always looking to make this process easier
  • Have them practice most of the day in ShareFile, Domo, and Demo, get comfortable with moving things around in these areas and how the Flows work

 

Day Five:

  1. Create a Domo Audit and compare it to mine.
    1. If not accurate work with them to correct that so they can keep an accurate record of how Post-Sale is flowing
  2. Have them start reaching out on Urgent and Aging Post-Sale, taking over some open chains with easy clients to start
  3. Once this is done, back to training in ShareFile, Domo, and Demo.
    1. This training period will last for the next week or so, ending with them giving me a training on how these areas operate, so I know that they understand how to teach it.

 

Following Day Five is when training gets a little looser. We will be able to see where they are at with their understanding of the Platform and our auxiliary systems and work to correct issues, and answer questions as they come up naturally (similarly to how athletes learn plays via repetition and smaller corrections). The goal here is that they are going to be prepping for running bi-weekly calls and training sessions with clients.

 

After the first few weeks of being on the Platform, and after having proven that they understand the basics of Post-Sale. Is when new Challenges will be thrown at them:

  • HubSpot tickets (Projects)
    • As they practice and integrate into the C.S. Team, they will be added to HubSpot C.S. Projects that they may be able to work well with. Once they can handle assisting in Projects, they will be able to work with the Team to either take over pre-existing projects or create new ones!
  • Portfolio Manager
    • Portfolio Management is going to be relatively light to start, there won’t be much for C.S. Teams to do in this area until they start creating Portfolio/Forward Flow Templates and On-Boarding clients. This will be mostly a review where they go in and start to understand the flow of Portfolios through the Platform.
    • Training will focus here more on Portfolio Manager Tickets until they start Client Set-Up Training.
  • Client Set-up
    • This is predominantly a Recovery Success action that that is assisted with Compliance. I will go over User Setup though, but only for 4.0
    • We will go over how to:
      • Set up a Client
      • Add Users
      • Which parts of Client set up are for C.S. and which are for Compliance
    • They will start in Demo and watch C.S. Team set up clients.
      • They will not be in charge of creating a new client for some time after this has been trained, and proven proficient in:
        • Setting up Users
        • Re-Enabling Users
        • Interpreting Seller Surveys and Creating Sales Templates
        • Understand the Client On-Boarding Forms
      • Mapping
        • Review how mapping works, understand how we map clients to our Headers, and why we don’t map to clients' headers anymore.
        • This will be trained last as we are working to move this over to client with the transition of the Digital Seller Survey