Welcome to Reflektive! We are incredibly excited to get to know you in the next few weeks and successfully onboard you. It's important that you are able to get your internal resources identified and aligned before we begin our partnership together so that it's clear where ownership and accountability lay.
Roles and Responsibilities
There are two types of Customer Success Managers - Onboarding and Ongoing.
During onboarding, your main point of contact will be your Onboarding Customer Success Manager. Onboarding Customer Success Managers ensure that your instance of Reflektive is properly configured to suit your organization, that you're trained on how Reflektive works, and that you announce and rollout Reflektive to your organization.
After you roll out your first Reflektive product(s), you'll be paired with an Ongoing Customer Success Manager who's mission is to help you continue to advance your program by expanding your use of our tool-set while providing advanced strategies to help your company thrive.
On your side of the partnership, we've included a sample template of what your ideal team could look like. While we understand that you may not have the resources to support such a roster (it may end up being one or two people owning these roles and wearing a few hats), we wanted to impress upon the fact that it takes some thought and coordination for a successful rollout of Reflektive.
If your team has constraints (such as the amount of people who can work on the Reflektive rollout, or have a very specific timeline in mind), please let your Onboarding Customer Success Manager know as early as possible in this process so we can come up with a rollout strategy that accommodates your situation.
Onboarding Timeline Overview
Once the roles are defined, Reflektive will provide separate timeline/checklists for you--our Customer--and for Reflektive. These are intended to distinguish key milestones and action items needed to take place in order to stay on track during the Onboarding phase. Below is a sample timeline for getting Reflektive up and running.
Again, actual timelines may vary depending on your needs and constraints, but our above sample time-line offers the smoothest and most efficient time-to-delivery experience possible, while providing your team with ample time to train your own employees on the upcoming rollout.
As always, if you have any questions regarding this process, please reach out to your Customer Success Manager.