Big Wave Process – EUROPE

A company qualifies as Big Wave when one, or all of the following criteria are met:

• The company is listed as Tier 4 or Tier 5 in Close.
  • For new go-lives, BigWave companies should be projected to earn over $90k ARR.
  • This helps prevent us from over servicing companies that are recently live.
  • We can always uptier after they are live if the data supports this.
• The company is a Branded/Corporate partnership (ex. Amazon, Spheres Rockefeller, etc — If you have questions, consult your Sales Manager)

We track status changes in Close. As the company moves through the pipeline, please ensure the company moves to “Closed & Onboarding”. Once you submit the two Custom Activities, the lead will automatically switch to “Wait for Training”.

With the account successfully closed, please follow the steps listed below:

1. Celebrate! Closing a big account is awesome.

2. Submit the OB Doc using the Custom Activity in the lead page.

3. Have your Sales Manager fill out the Big Wave Airtable form.

   a. Once the Airtable form is filled out, it will be reviewed by Onboarding management, and the Builder and Trainer will be assigned. Note: The Airtable form asks for the name of the Slack room (step 3).

4. Make a copy of the BigWave Project Doc. This will be a working document used by Sales and Onboarding and is expected to be up to date throughout the process. Use the schedule on the Project Timeline tab to define the next steps, responsibilities and target dates.

5. As the company moves through the pipeline, please ensure the company moves to “Closed & Onboarding”. Once you submit the two Custom Activities, the lead will automatically switch to “Wait for Training”.

6. Create a Slack room for the newly closed account.

   • The room name should be as close to the company’s name as possible.
   • Add Slack room to the company’s Close lead under the custom field titled ‘OB – Slack Room’. If this lead is part of a related lead, add the slack room to all leads.
   • In the topic of the room please add the following information using the provided format:
     • AE: Your Name Here
     • SM: Sales Manager’s Name Here
     • OB: Builder and Trainer will be assigned after the account has been reviewed
     • Link to the BigWave Project Doc
     • Lead: Close lead URL
     • Go Live Date: Expected go-live date (please keep it updated!)

7. Invite the relevant stakeholders to the Slack room

   • Invite relevant OB, AM, and Support members using the @big-wave-emea tag in addition to any other relevant Sales Team members.
   • Post a message containing any important details about the account, a high level overview of the who, what, and when for this company, and also, if relevant, any info on when the OB doc will be completed.
   • AM Ops will assign an Account Manager once the room is created & the big wave group is added to the channel.

   • If connectivity is needed: post a message and tag the Connectivity Specialist manager to inform them as soon as the Dashboard build has been finished. Also inform the Channel Support Manager.

     The Connectivity Specialist and Channel Support Managers will, depending on the request, assign an agent. If possible will start the mapping early to minimize downtime after going live.

     Once agents have been assigned, reach out to them in the channel with any questions. Channel Support has a supportive role for Sales and Onboarding until the client goes live.

8. Scheduling the Dashboard trainings

   • Depending on the complexity of the Dashboard(s) multiple training sessions could be required. In this case the first Dashboard training will be a walkthrough to review the set up. Additional training sessions will be scheduled by the AE and tailored to the client’s needs by the Trainer.

9. The Trainer will organize a reservation transfer if the client requires one. If the transfer is 100+ bookings, the AE is responsible for assisting with the transfer and for organizing more help from the Sales Team in order to complete the transfer in a timely manner.

10. The trainer will organize a handover meeting for Account Management and the Support Team. Make a copy of the agenda to prepare for the call.

The Build team manager will assign a Builder.

Assigning happens based on the Builder’s availability and workload, Dashboard’s complexity and language.

1. Use the Build Checklist in the BigWave Project document. This is a working document and is expected to be up to date throughout the process. Review the Project Timeline.

2. Use the slack room for any questions about the build process. Ensure that a summary of any communication such as calls and meetings with the AE and Trainer are always shared in the slack channel for visibility. Builder & Trainer should be in communication discussing onboard status at all times.

3. For Dashboards with affiliates: the assigned Channel Support agent is available to answer any questions about the setup.

The Train team manager will assign a Trainer.

Assigning happens mainly based on the client’s main language, the Trainer’s availability and workload, the dashboard complexity and the trainer’s experience is also taken into account (only Trainer’s Level 2 and Seniors will be assigned to Big Wave accounts) .

1. For more complex Big Wave projects, the trainer is advised to initiate daily meetings with the builder and the AE to make sure all parties are aligned. Recap the meeting in the Slack channel afterwards.

2. Builder & Trainer should be in communication discussing onboard status at all times.

3. If multiple trainings are scheduled, the first one will be a Dashboard walkthrough to review the set up, get to know the client’s business and their daily operations.

4. Meet with the AE prior to the training and tailor the training to the client’s needs. Get an overview of the POCs and their responsibilities. Verify the reservation transfer and website integration plan.

5. Discuss the reservation transfer and website integration with the client to confirm the timeline. Update the inform the Slack room and update the Project Timeline if the target date changes.

6. All communication takes place in the Slack channel. Any communication happening outside of the channel such as calls or meetings are expected to be summarized and shared in the Slack channel for visibility.

Reservation transfer:

7. The Trainer, supported by the AE, is responsible for organizing the reservation transfer.

   • If the client wants us to export bookings: get the login as soon as possible and test running reports.
   • If we don’t get access to their bookings: agree with the client when we receive the first batch of bookings and when additional batches will be imported.
   • Make sure to follow the Reservation transfer protocol and to tag the entire OB team and Sales teams for larger reservation transfers.

8. The assigned Account Manager will be introduced by the trainer on a video call before the client goes live. The Account Manager’s contact details will not be shared until the company has gone live.

Post- live:

1. The trainer will CC the Account Manager in the post-live email, and to briefly mention what subjects the AM will serve as a point of contact for.

2. A meeting between the relevant stakeholders (AE, Trainer, Builder, AM, Support, etc.) will ensure maximum communication and alignment. This is setup by the Trainer and is a requirement to hand off to AM & Support.

3. Share the meeting agenda with all participants in preparation for the meeting and, with the builder, prepare for the information Onboarding provides in the meeting.

4. For more complex setups an additional/extended handover meeting between the Trainer, Builder and Support to look at specific parts of the set up is required.

5. The Slack room will not be archived after 7 days unless instructed otherwise.

• The Account Executive will tag the Channel Support and Connectivity managers if the Dashboard needs affiliates and APIs.
• Managers will assign their team members based on the language, complexity and workload
• Each team member will be added to the Slack room and use the room to communicate with the Account Executive, Builder and Trainer.
• Account Management, Support, Channel Support and Connectivity will not be in contact with the client until they are live.
• The Account Manager will be introduced by the Trainer in a video call but will not get involved until the client is live and handed over.
• The Account Manager and Enterprise Support agents are expected to attend the Handover meeting. For complex Dashboards an additional meeting between the Builder, Trainer, and Support agents will be organized.