Created new process for customer onboarding that incorporated automations, health scoring, and alerts. Along with updated collateral, this reduced onboarding from 60 to 40 days and with a smaller team.
Tech Stack: Salesforce -> Churnzero -> Jira, utilizing secondary tools like Calendly, Survey Monkey and Google Slides to pull it all together.
My role: From creating v1 of Workable onboarding, to continuous refinement across customer segments, and finally designing a white glove experience for a new product from the ground up. I solicited input from sales and account management teams, piloted the process with customers, and created ongoing monitoring and reporting.
Challenge and how we succeeded: We needed to deliver an onboarding process at scale (dozens of new customers per week) without being totally hands-off. I looked for every opportunity to automate and simplify repetitive tasks: the handoff and welcome email was automated to provide customers a fast update, we utilized a questionnaire for some accounts that collected basic information and allowed us to immediately deliver value in the kickoff call instead of running through questions like “what is your role?” Combining this process with the customer training academy saved hours on every account, and let team members stay involved in areas that were more consequential.
