Big Wave Process

What is a Big Wave account?

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)

• The company was closed by the Enterprise Sales Team

OB Doc Submission

Submit the OB doc using the Custom Activity in the lead page.

Status

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”.

What’s the process?

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

1. Celebrate! Closing a big account is awesome.
   
2. Have your Sales Manager fill out the Big Wave Airtable form.
   • Once the Airtable form is filled out, it will be reviewed by Onboarding management, and an onboarder will be assigned.
     • Note: The Airtable form asks for the name of the Slack room (step 3).
3. 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: This will be assigned after the account has been reviewed
     • Lead: Close lead URL
     • Go Live Date: Expected go-live date (please keep it updated!)

4. Invite the relevant stakeholders to the Slack room

   • Invite relevant OB, AM, and Support members using the @big-wave-americas, @big-wave-emea, or @big-wave-apac tag in addition to any other relevant Sales Team members. Choose the region-appropriate tag based on where your office is located.
   • 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.
   • Trainers will be introducing the assigned Account Manager following the first week after live. This responsibility is on the trainer to 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.
   • 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.

Additional Information

The objective of collecting this information and creating a room is to provide transparency, increase communication, and to consistently deliver a smooth onboarding process for high level accounts.

Things do do throughout the process:

• Post routine updates in the room detailing to the status of the account in the slack room that has been created.
• Stay in constant contact with the client, and create actionable steps to keep them engaged (ex. Sign in to check the schedule).
• Communicate with all members of FH involved at all times!

Over-communication is a good thing, and will only make the hand off to each successive team that much smoother. The more details Sales, Onboarding, Account Management, and Support share with one another, the better.