As you set out on your partnership with Abode, use the below information as a guide for structuring your internal team responsibilities and guiding how your team can expect to interact with your partners at Abode.
Customer Roles
Strategic Advisors
From the purchasing decision forward, the strategic decision-making that goes into onboarding and long-term adoption of the platform is key. Abode views strategic advisors as users across the organizational hierarchy that contribute to the following areas:
How does Abode fit into the existing and future strategies?
Determination of the application of Abode features
Internal process planning knowledge and insight
Super Users
At Abode, our main product "super 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 building and maintaining content and candidates in the platform. Those areas include:
Template Building and Maintenance
Creating your team's programs, cohorts, and templates
Creating and editing content
Serving as the company contact for your programs and cohorts
Candidate Management
Enrolling candidates into programs and cohorts
Archiving candidates
Extended Team Focus / Engagement Roles
While super 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:
Monitoring and engaging in the Forum for a program or cohort
Monitoring the Chat and replying to candidate questions
Leveraging the Dashboard and Analytics to flag "at risk" candidates or drive engagement from individual users
Abode Customer Success
After the initial sales process, your Sales Representative will introduce you and your team to a Customer Success Manager (CSM) 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. They will lead all onboarding trainings and walk you through all of the key to-do's to get up and running in the platform.
After onboarding, your CSM will be available to assist with any needs you may have. The following situational examples should give you guidance as to what to expect post-onboarding from a technical standpoint:
Actions you should be comfortable doing yourself:
Creating programs, cohorts, and templates, whether net-new or from the template library
Adding or creating tasks or resources within a template
Enrolling or archiving candidates in a program cohort
Adding new team members within your workspace(s)
Engaging with dashboard data, such as viewing the risk assessment or pulling out survey data
Times you may want to consult your Customer Success Manager:
Launching new use cases, questioning the approach and/or best practices
Significant candidate moves that fall outside of normal enrollment or archival (for example: enrolling candidates in the wrong program or cohort)
Feedback or advice on formatting, building engaging content, or how to structure your programs/cohorts to best segment your communications
When to schedule a meeting with your Customer Success Manager:
Requesting 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