Client Onboard Specialist Expectations

• Training Checklist for reference
• Out of Office Policy

Trainings

• Each Client Onboard Specialist is expected to claim for 2-3 trainings per day

• In the event a training is cancelled and there is down time the priorities are:

  1. Reach out to existing accounts to follow-up, answer questions, and get them live.
  2. Check #reservation_transfer room to see if there is a transfer that is taking place.

Updates to Dashboards

• During a training, if you are informed of updates that need to be made, take notes and ask clarifying questions as needed.
• Major updates (total item rebuilds, complex resource adjustments, etc.) can be handled by the Build Team. Complete the Dashboard Updates Requested Close custom activity to request the Builder to complete the Dashboard updates.
• Minor updates (ex. price updates, custom field updates, availability updates, etc) can be taken care of by the Trainer once the call is complete. To indicate what updates have been completed, create the following Close custom activities:
  • Dashboard Updates Requested
  • Dashboard Updated for Client
• If you have questions about who should handle the update, tag your manager in the Dashboard’s Slack channel.

Communication with your accounts

• Trainers must perform all pre-training communication tasks. Check the Training Checklist if you have questions.

• Be in constant contact with any Trained – Wait for Live accounts still marked as smooth.

  • Touch base with every account every 2 days or have a note in Close as to why you haven’t contacted them.

    • Ex. “The client is out of town for the rest of this week. Following up Monday.” – Have a task set for yourself to follow up.

  • Every phone call should be followed up with an email.

  • Log every call in Close! If it’s not in Close, it didn’t happen.

• Call to Actions

  • When ending a training, or a follow up call, set a date and time (if possible) for the next call.

  • Training follow-up emails should always contain the time and date of your next contact. Don’t leave it open ended.

    • Ex. of a good call to action: “Let’s connect tomorrow to review any questions you may have. Does 1pm MST work?”
    • Ex. of what not to do: “Here’s your login, let me know if you have any questions” without setting a clear cut expectation of when to speak next.

• Smooth vs Not Smooth

  • When to switch to Not Smooth:
    • A client isn’t planning on going live for 2+ weeks
    • A client is unresponsive via call and email for 5 business days
    • A client’s website isn’t up yet and won’t be ready for 1+ weeks
    • Notify the AE (in the Dashboard Slack channel) why you are switching to Not Smooth and when. Log this in Close as well, with a note. They are responsible for communication with the account until it’s switched back to smooth.
    • Your manager can help you determine smooth vs. not smooth if you have any questions.

• Response time to emails or phone calls

  • Every email received during office hours should be responded to on the same day. (Daily sweeps will be performed by team leads to ensure this is happening.)
    • If it is a large project that will take time, send an email acknowledging receipt of the info and let them know you will be in touch when updates are complete.
  • If you’ve missed a phone call from a client, follow up the same day.

Post-Live

• Continue to be the point of contact for 7 days after the client has been called live.
• If the client goes live on a Friday, be attentive of their potential needs over the weekend. Communicate effectively in the Close lead and admin notes. Be available if necessary.
• Transition account to the support team once 7 days have elapsed. To forward client emails to support see the help page here.

Meeting Attendance

• Attend all trainer meetings held on Wednesday afternoons
• Attend all New Account Reviews (NAR)
• Attend Summer School whenever possible
• Attend all Onboarding Meetings held on Friday afternoon