Building Training Program for Customer Success Managers

[ExpandedVenture]

@anee786,

1. Goal

Each CSM must be capable of

1. Bring new clients by offering free beta-testings; and
2. Keep new clients onboard by providing dedicated support.

2. Planning

Here is an outline of the program that I have in mind.

@anee786 please read this, and feel free to add anything that you think I am missing.

1. Reset trial for a client
2. Check if a lead matches with the search or not
   • find from which search the lead is belonging
   • check the search
   • find the LinkedIn URL of the lead
   • checklist to the LinkedIn profile of the lead
3. Expand the Scope of a Search
4. Get a Search More Specific
5. Spintax
6. Manual Message Delivery
7. Manual Search Scraping
8. 4S Rules for Answering Tickets
9. Undeerstanding the Platform
10. Selling Prospecting

[anee786]

11. Check sales assistant accounts if connected or not
12. Check clients LTL configuration

[ExpandedVenture]

11. Check sales assistant accounts if connected or not
12. Check clients LTL configuration

These checks are part of other project called QA where you will have to check if all the automation features are working fine.

This task is more about training collaborators to provide good customer support, by understnading the clients' questions and providing accurate answers.

[ExpandedVenture]

@anee786 here is the requirement.

Guidelines

• This task is more about training collaborators to provide good customer support, by 1. understnading the clients' questions and 2. providing accurate answers.

• Most of the manuals are already written.

• Your work is to write QUIZZES.

• To write QUIZZES, 1. use REAL-LIFE inquires received from REAL-USERS; 2. add some screenshots to show the configurations in such a client account; and 3. ask the student for an answer to that inquire.

• For each QUIZ that you write, you have to write in a separate document the answer that you expect from the student.

• All your google form must be in this folder: https://drive.google.com/drive/folders/11SWTiOA8poat-9ZuV_PcuE3J2_yVoexR?usp=sharing

• Additonally, in the same folder, you have to create 1 document with app the questions and the right answer to each question.

Task

1. Write 10 quizzes (and the right answer for each one) about pipeline creation wizard.

REMEMBER: Use real-clients tickets and use them as the question to answer by the student.

2. Write 5 quizzes (and the right answer to each one) about pipeline searches edition

3. Write 5 quizzes (and the right answer to each one) about pipeline messages edition

4. Write 5 quizzes (and the right answer to each one) about pipeline profile edition

5. Write 5 quizzes (and the right answer to each one) about pipeline transfers configuration

6. Write 5 quizzes (and the right answer to each one) about workload configuration

7. Write 5 quizzes (and the right answer to each one) about LTL configuration

8. Write 5 quizzes (and the right answer to each one) about the responses screen

9. Write 5 quizzes (and the right answer for each one) about upgrading / downgrading plans.