Client Engagement Team
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      📬 Client Assignment - Client Engagement Team

      ⚙️ The sales team closed the deal and added the following information to HubSpot:

      • Update property “closed/won”

      • Quote/invoice with product (line items) added

      Based on the line items, we know:

      • Licenses: quantity, length of license, transferable/non-transferable

      • Additional/wraparound services: (Enrollment services, Active Management, Activation Criteria, Coaching, Custom content, integration)



      The sales team update the fields:

      • Contract Start Date 

      • Associated Onboarding POC and their title

      📢 A notification for the team will go to the “Announcements” and “Client Onboarding”  Channels


      For new clients and renewing clients, Adriana will assign the ticket to a CSM based on the structure and criteria listed below:




      Notes:

      • If (AM) was purchased, the client will work with a CSM

      •  If (AM) wasn’t purchased, once onboarding is completed the CSM will update the “CSM Assigned” to Laura Arango in the Ops team 

      đź“Š  HubSpot Process

      Adriana will:

      • Update the “Onboarding Owner” and ticket owner fields for ALL DEALS in the ticket system:

      • Navigate to CRM > Tickets

      đź“ť Add a note in the Announcements channel, tagging the CSM and the Sales team member responsible for the deal, recommending: 

      • Completing the introduction

      • Scheduling a 15-minute handoff meeting.

      Notes

      • Adriana will update both the Onboarding Owner and the CSM Assigned fields to the individual's name if they will continue managing the client after onboarding.

      • Adriana will update the CSM Assigned field to "Ops" if the CSM is only responsible for completing the onboarding process.

      • CRM > Companies > Enter the company name> CSM assigned & Onboarding Owner

      đź”” CSM Notification and Handoff

      • CSM will receive a notification: {company name} has been assigned to {Onboarding Owner} for onboarding and {CSM assigned} for support. Please schedule live handoff meeting {Sales Rep} & {CSM assigned} > {Sales Rep calendar link}

      • CSM and the Sales team member will then schedule a mandatory 15-minute hand-off meeting to discuss clients goals and deal details.




      Last Update: December 30th/2024

      Owner:
      Adriana Wetzel