Customer Onboarding Copy

Seamless onboarding of our customers is the single most important thing we can do to get an account off to the right start. 

1. Sales to Account Manager handoff discussion – As discussed in the previous section we have a meeting to transition the account from the AE to the AM.
2. Strategic Brief creation – AEs and AMs work together to create a brief to indicate the client background, goals, target audience, our solution, deviations from our standard operating procedure, budget restraints, timelines and upsell opportunities. NOTE: It is important to explain the elements of MEDDIC to the AM and the POD teams, as well as to pass along any personality traits that have been discovered during the sales process.
3. Schedule an internal kickoff meeting with an agenda. A basic agenda has a date, who attended and who did not attend that was invited, list of agenda items, any action/to-do items and who is accountable for the and end with next steps.
4. Coordinate the creation of project in Teamwork with the AM
5. Coordinate the creation of Slack channel with the AM
   1. The AM is to invite relevant team members
   2. The AM is to move the client folder from Proposal Archive folder to the Current Clients directory in DropBox and Post Strategic Brief in Teamwork and Slack 
6. Review PINNED notes from the company and deal records with the AM so they can continue to take Account Meeting Notes
7. Circulation of Strategic Brief to account team
8. Prepare internal kickoff deck
9. Host Internal kickoff – Our internal account POD team is to be briefed on the account by the Account Executive and the Account Manager
10. Intake questionnaire generation – The account executive and account manager edits the questions in a document to the focus of the project specifics to be shared with the customer. Make sure to read through the document and exclude any parts that are not relevant to the Scope of work outlined in the SOW or sequential next steps of an engagement. Add company name and logo. 
    1. Here is the folder in DropBox with the Template intake questionnaire
    2. Once the client has filled in the intake document add the document to the client folder in the current clients subfolder. 
    3. The Naming convention for this file (Client Name - Intake Questionnaire) 
    4. Review and edit document to include only questions that are relevant to the scope of work outlined in the SOW as well as questions that could pertain to any logical second phase of an engagement
    5. Fill in what you have learned about the client from your discovery conversations and ONLY fill in information that you are absolutely certain of. The goal of the intake document is to have the client fill out this information so our client services team can address those needs during the engagement. 
11. Account Executive sends Welcome Email to introduce customer to the Account Manager
    1. Your introduction email should contain:
       1. Welcome, intros, project summary statement/goals, list of process items completed internally to facilitate internal handoff, and schedule/list of next steps
       2. Links to MSA, SOW, Intake Document, Project Tracker
12. Receipt and Review of intake questionnaire - Account team (AE with the AM and POD) reviews the intake document together and ensures that it has everything it needs to get to work.
13. Account Manager schedules introduction/KO meeting with agenda
14. External kickoff deck preparation
15. External kickoff meeting
16. Recap note preparation
17. Account Manager Updates the deal in HubSpot
18. Account Manager circulates notes among the team for feedback
19. Account Manager emails notes to customer by EOD