Outline expectations for your internal team responsibilities and understand shared areas of responsibilities as you set out on your journey with Abode.
Customer Roles
Strategic Impact
From the purchasing decision on, the strategic decision making that goes into onboarding and long-term adoption of software is key. Abode views strategic decision makers as users across the organizational hierarchy that contribute to the following areas:
- Fitting Abode into an existing and future strategy
- Determination of the application of Abode features
- Internal process planning knowledge and insight
Main Users
At Abode, our main product users are often tasked with the in-depth learning and maintenance of the following subjects and features. While extended teams are often involved in the development of and decision making that directly impacts these areas, it is a best practice to designate one to two people to hold responsibility for them. Those areas include:
- Template Building and Maintenance
- Creating Templates
- Creating and Editing Content
- Serving as the Template Contact
- Candidate Management
- Record Creation and Uploads
- Candidate Enrollment
- Candidate Archival
Extended Team Focus / Engagement Roles
While the main users remain heavily involved throughout the entire Abode lifecycle, there are opportunities for extended team members to become involved and utilize the product to forward their responsibilities and benefit their candidates. Those areas revolve around:
- Forum Monitoring and Engagement
- Chat Monitoring and Engagement
- Dashboard + Analytics viewership to drive external outreach
Abode Customer Success
After the initial sales process, your sales representative will introduce you and your team to a Customer Success Manager who will become your main point of contact for all things Abode.
During the Onboarding and Implementation process, your CSM will be with you every step of the way to ensure your product training foundation and initial use case(s) are executed seamlessly.
First-time activities that occur during onboarding serve as training and teaching moments you and your CSM go through together.
After Onboarding, your CSM will always be available and on call to assist with any needs you may have. The following situational examples should give you guidance as what to expect post-Onboarding from a technical standpoint:
Actions you should be comfortable doing yourself
- Creating Templates, whether net-new or from the Template Library
- Adding or creating Steps or Components
- Enrolling or Archiving Candidates
- Adding new team members within your Workspace(s)
- Engaging with Dashboard data, such a viewing the Risk Assessment or pulling out Survey Data or Uploaded Documents
Times you may want to pull in your Customer Success Manager for:
- Launching new use cases and questioning the approach and or best practices
- Creating new Templates and questioning Delay Mode options
- Significant candidate moves that fall outside of normal enrollment or archivals. For example, enrolling all candidates in the wrong Template
- Feedback or advice on formatting or Template approach
Times to pull in your Customer Success Manager:
- Request to add a new Workspace or expanding usage internally to new teams or departments
- Any technical aspects that aren’t working as you think they should