Account Manager onboarding list audit

[AnthonyRollins]

In preparation for a new account manager, we want to review/audit the list of onboarding tasks from the past:

General Cal-ITP information:

• Cal-ITP “Start Here” guide
• Caltrans Strategic Plan (Optional, For high-level understanding of what’s happening at Caltrans)
• PMP Strategic Plan (Optional, For high-level understanding of what’s happening at Caltrans)
• Interview with Gillian (Cal-ITP Program Manager/Chief of Caltrans Division of Data and Digital Services)
• About Cal-ITP standard deck
• Roadmap (link needed from Jess)
• Hubspot 101 presentation deck #188
• CRM Guide (Optional, Do not need to read all of it right away, but helpful to have at hand as familiar with how we use HubSpot increases)
• Obtain a HubSpot account
• Make a Github account

Customer Success team/Account Manager information:

• Account Manager Training Guide in its current state
• Team OKRs
• Customer Success philosophy
• Menu of Services
• Google Drive: Customer Success folder and SOP folder
• Cohort list
• Doc Catalog (this is a work in progress - specific SOPs that are important now will be conveyed)
• Agency list (introductions will come ~ week 3. For now, start with getting familiar with your assigned agencies.)
• HubSpot account needed. Once one is created, Olivia will assign Kathryn and link here to that subset of agencies.
• Read through Philosophy in practice #290
• There is no one doc that conveys this, so this will take the place of a call where we can screenshare and provide some informal do's & don'ts as well as some helpful tips to keep in mind or have bookmarked.

[kathrynmsullivan]

@o-ram - here are some of my thoughts! Side Note: This is the meeting notes from the onboarding Brainstorm meetings Vyki, Sarah & I did.

most helpful

• Videos: Watch the all hands. In my onboarding meetings with Vyki & sarah, this youtube channel would be a great addition for new Account Managers
• Jess's Doc on Cal-ITP. Her presentation from the October retreat would be amazing too!
• Met with Kegan Day 1 to set up tech. Very helpful

what wasn’t useful

• Not having 1:1's with You and other Compiler folks scheduled. If people would be open to presenting their October Compiler retreat presentations to the new hires, that would be a great way to meet the team and gain deeper understandings.
• It would be helpful to have more check in's with the CS team the first two weeks.

what is not needed right away
-Caltrans Strategic Plan
-PMP Plan

[AnthonyRollins]

Thanks, Kathryn, this is super helpful. @ProvvidenzaC I want to make sure you see Kathryn's input.

[AnthonyRollins]

@ProvvidenzaC I feel like we can close out this issue, unless there was some docs or thoughts you want to capture for next time.