Standard Operating Procedure (SOP): Customer Onboarding

Big Data Staging Academy
Tagline: Turn raw data into reliable pipelines

Purpose

The purpose of this SOP is to establish a structured, repeatable, and customer-centric onboarding process for clients of Big Data Staging Academy ([COMPANY_NAME]). This ensures a seamless transition from sales to delivery, sets clear expectations, and positions clients for success in mastering data staging and pipeline reliability.

Scope

This SOP applies to all new customers enrolling in [COMPANY_NAME]’s programs, including individual professionals, corporate teams, and enterprise clients. It covers the onboarding process from initial contact post-sale through the first 90 days of engagement.

Definitions

• Customer Success Manager (CSM): The primary point of contact for the client post-sale.
• Account Executive (AE): The sales representative responsible for closing the deal.
• Learning Management System (LMS): The platform used to deliver course content ([WEBSITE_URL]).
• Kickoff Meeting: The initial meeting to align on goals, timelines, and expectations.
• Data Staging: The process of preparing raw data for analysis, a core focus of [COMPANY_NAME].

Responsibilities

Step-by-Step Procedures

1. Initial Contact and Welcome Sequence

Owner: Account Executive (AE)
Timeline: Within 24 hours of contract signing

1. Send a personalized welcome email to the client using the approved template.
   - Include a brief introduction to the CSM.
   - Provide a link to the onboarding survey ([SURVEY_LINK]).
2. Notify the assigned CSM via internal CRM ([CRM_TOOL_NAME]) and share all relevant client details (e.g., goals, team size, industry).
3. Schedule a 15-minute internal handoff meeting between AE and CSM to review client specifics.

2. Needs Assessment Process

Owner: Customer Success Manager (CSM)
Timeline: Within 48 hours of initial contact

1. Review the client’s completed onboarding survey.
2. Schedule a 30-minute discovery call with the client to clarify:
   - Their primary goals (e.g., mastering ETL pipelines, improving data reliability).
   - Team composition and technical proficiency.
   - Preferred learning formats (self-paced, live sessions, hybrid).
   - Any specific tools or platforms they use (e.g., Apache Airflow, Snowflake).
3. Document findings in the CRM and share a summary with the delivery team.

3. Account Setup Procedures

Owner: Customer Success Manager (CSM)
Timeline: Within 72 hours of needs assessment

1. Create client accounts in the LMS ([LMS_TOOL_NAME]).
2. Assign the appropriate learning paths based on the needs assessment.
   - Example: “Foundations of Data Staging” for beginners, “Advanced Pipeline Optimization” for experienced teams.
3. Send login credentials and a quick-start guide to the client.
4. Test access to ensure functionality.

4. Kickoff Meeting Agenda

Owner: Customer Success Manager (CSM)
Timeline: Within 5 business days of account setup

Duration: 60 minutes
Participants: Client stakeholders, CSM, delivery team representative

Agenda:
1. Welcome and introductions (5 minutes).
2. Review client goals and success metrics (10 minutes).
3. Walkthrough of the LMS and course structure (15 minutes).
4. Discuss timelines and key milestones (10 minutes).
5. Set communication cadence and escalation paths (10 minutes).
6. Q&A and next steps (10 minutes).

5. Expectations Setting

Owner: Customer Success Manager (CSM)
Timeline: During the kickoff meeting

1. Clearly outline the client’s responsibilities:
   - Completing assigned modules on time.
   - Providing feedback during check-ins.
   - Communicating any blockers or issues promptly.
2. Share [COMPANY_NAME]’s commitments:
   - Timely responses to inquiries (within 24 hours).
   - High-quality, actionable training content.
   - Regular progress updates.

6. Communication Cadence

Owner: Customer Success Manager (CSM)

7. Handoff Procedures Between Sales and Delivery

Owner: Account Executive (AE) and Customer Success Manager (CSM)

1. AE schedules a 15-minute internal handoff meeting with the CSM.
2. AE shares the following details:
   - Client goals and pain points.
   - Contract specifics (e.g., number of seats purchased, duration).
   - Any special requests or customizations.
3. CSM confirms receipt and documents the handoff in the CRM.

8. 30/60/90-Day Check-In Framework

Owner: Customer Success Manager (CSM)

30-Day Check-In

• Confirm client access to all resources.
• Review progress on initial modules.
• Address any technical or content-related issues.

60-Day Check-In

• Assess progress against defined goals.
• Gather feedback on course content and delivery.
• Identify areas for additional support or customization.

90-Day Check-In

• Conduct a formal review of success metrics.
• Discuss next steps (e.g., advanced courses, team expansion).
• Request testimonials or referrals if appropriate.

9. Success Metrics

Owner: Customer Success Manager (CSM)

10. Escalation Paths

Owner: Customer Success Manager (CSM)

1. Technical Issues: Escalate to the Technical Support Team ([EMAIL], [PHONE]).
2. Content Concerns: Escalate to the Delivery Team Lead ([REPRESENTATIVE_NAME], [EMAIL]).
3. Strategic Misalignment: Escalate to the Director of Customer Success ([REPRESENTATIVE_NAME], [EMAIL]).

Review Cadence

This SOP will be reviewed quarterly by the Director of Customer Success to ensure alignment with evolving client needs and industry standards.

Prepared by: [REPRESENTATIVE_NAME]
Title: [REPRESENTATIVE_TITLE]
Date: [DATE]

Approved by: [REPRESENTATIVE_NAME]
Title: [REPRESENTATIVE_TITLE]
Date: [DATE]