First kickoff meeting
These will continue weekly through the launch period (4 weeks) and will turn into regular weekly check ins after launch
Candidate profile
We’ll confirm the details of your hiring profile and the requirements you’re looking for in associates - looking for people who can seamlessly transition between phone and email? People with SQL skills? We want to make sure we understand your requirements before we start recruiting
Candidate skill exercises
Alongside the hiring profile, we’ll work with you to build a skill exercise that candidates need to pass in order to be considered for your team. For example, you might ask that they answer some questions similar to the ones your customers ask so we can get a sense of their writing style and how well they will be able to respond to your customers
SLAs and KPIs
We’ll start talking about the SLAs and KPIs you expect your team to hit
Work Schedule
We’ll confirm the schedule you’d like your team to work (this is important to know before we start hiring)
Training
We’ll share guidance on how to prepare your training materials so you have plenty of time to work on them before training begins
Hiring begins
Now that we know exactly what you’re looking for, we’ll begin hiring - the job description will go live on our website and we’ll begin interviewing candidates using the assessments and rubrics we developed together in week 1
Tools & Dashboard Access
We’ll chat about the tools you use and how to securely give your PartnerHero team access
We’ll get an introduction to your dashboards and reporting tools
Training
If you’d like some additional help getting your training ready you can meet with our training audit team toward the end of the week
Finalizing talent
We’ll finalize the members of your team as well onboard those who are new to PartnerHero in a three day onboarding process that covers culture and systems (including Privacy & Security training)
Training schedule finalized
We’ll make sure there’s a clear plan for training, including that there is an assigned trainer from your company, ready to onboard your new team
Grant tool access to your team
Now that we know who will be on your team we can grant them the access to the tools and systems they will use everyday
Make sure your training is ready to go
We'll do a final review of your training materials to make sure they are 100% ready
Draft an email to your new team
Send an email to your new team to introduce yourself, your goals and set some expectations going into launch week
You did it! Your team is up and running, training is going smoothly. Soon your team will be taking tickets and completing other tasks on their own
Just because you’ve launched doesn’t mean you’re on your own. A lot of important activities related to onboarding happen post-launch and we’ll be there every step of the way.
