Customer Success Leader
Customer Success Leader

Episode · 10 months ago

Tips on Creating a Repeatable Onboarding Process w/ Lisa Fox

ABOUT THIS EPISODE

When you have as many different types of customers as Monday.com has, there needs to be some consistency in the onboarding process.

 

Monday.com Onboarding Team Manager, Lisa Fox, joins Eric in this episode to share how her team has created a repeatable onboarding process for customers. Plus, the two talk about… 

 

- Obstacles in the onboarding process and how to overcome them

 

- 3 phases for a successful onboarding

 

- Why every CS leader should have authenticity and empathy 

 

For more info, check out customersuccessleader.com or send a message to hello@flatfile.io.

 

To hear more interviews like this one, subscribe to Customer Success Leader on Apple Podcasts, Spotify, or wherever you listen to podcasts.

I've learned that I think everyorganization sort of has to define for themselves what it means to be on board,with their specific platform want to create delightful customerexperiences. You're in the right place. Welcome to customer success leaderwhere you'll learn about the successes and struggles of leaders who arepassionate about their craft. Trust me. You want to stick around here's yourhost, Eric Crane, Heyo, welcome to the customer successleader Podcast, I'm your host Eric Crane and I'm here with Lisa Fox who's,the onboarding team manager at mondaycom, Hey Lisa, how you doing IEric I'm doing well, thanks. How are you I can't complain too much or justtalking before about being fall, which is my favorite season very excitedabout fall, flavors th, I can't say much of a coffee drinkers, O no PSLS.For me, oh I'm, jealous of you, I'm currently trying to curb my coffeeconsumption because working from home has really uped it. I found yeah. Ibelieve that, especially with the full control over the coffee maker rightyeah, it's too much control for someone...

...like me for a while. I was just doing afull pot just to round it out, but I've cut down to about half of that somaking progress. So what's e badger like you doing in New York City, so I'm actually originally from theEast Coast, I grew up in Connecticut, but when I was in high school I wasjust looking at schools and I think my dad off handedly said Wisconsin wouldbe a cool school to go to and I ended up visiting it and falling in love withit. So I spent some years in the Midwest, but then I found my way backto New York a couple of years after school eah yeah. We might have had alittle bit of overlap there. I spend a few years in Madison great place tolive for sure. So tell me a little bit more about what she got going on in NewYork, an mondaycom yeah, so I'm currently the onboarding team managerat Mondaycom and Mondaycom is collaborative platform where you canmanage all of your companies, work, flows and processes in one place. So wesort of consider ourselves a workoperating system and my team ishelping our new customers on board onto...

...the platform, so really understandinghow they can take their current workflow and really replace it inMonday to probably streamline it, make it a little better and faster and beable to collaborate with their teammates right there as well got it.So I typically asked how our guests to find customer success, but ID like toget a little bit more specific with you. How do you define on boarding? That's agreat question? It's also sort of a million dollar question. I think I'velearned that I think every organization sort of has to define for themselveswhat it means to be on board with their specific platform. So what it means formy team is that we're empowering our customers to understand how they canimprove their own work so taking whatever their existing process orworkflow is and helping them understand how they can improve that in Monday,through engaging with our team got it, and so, as you are going through theprocess of trying to get the customers to that point, how do you set up MileSones ar ensure that there is a repeatable motion to drive successwithin Monday yeah? It's a great...

...question because it really can dependon the customer since Monday is considered a workoperating system. Wehave customers coming to us from completely different backgrounds, soone customer might be using Monday to build an event planning work flow fortheir marketing team. At the same time, you might be working on a project tohelp sort of build a sprint workflow for development team within even thesame company. So the challenge for us is definitely to sort of set up arepeatable milestone process. But what we found is we're always sort ofworking towards that first time to value that's sort of our primary goalright away and on boarding is to help the customer take that first workflowand get it set up. What I mean by that is making sure that they have a goodstructure within their Monday, the product, making sure that that personknows how to use it and can explain it to their team effectively. So whatwe've sort of landed on as our definition of on board is that thecouple of champions who are going to be using Monday in their organization knowhow to build a workflow in Monday and...

...can then roll that out to their team.So when do you see a failure, tolodge so ininability for customers to reach that point of value like where dothings go wrong in this process? Yeah, I find that sort of the first pointthat can, I guess, raise trouble and on boarding is if a customer doesn't havethe right resources in place in order to start their on boarding. So what Imean by that is on boarding is really sort of a collaborative effort betweenmy team at Monday and between the state holders from the customers end. So wereally need to make sure that there are people in place from there and to onehave the time to help. I always talk to my team about this whoever's doing theonboarding from the customers and has a full time. Job On boarding is not theirfull time. Job They're doing this as a project, so making sure that there arepeople on there and to have the time to commit to an on boarding and makingsure that those people have a really solid understanding of the workflowthat they're looking to build. That can...

...just be a challenge off the bat to makesure that we have the right people and time in place got it. That makes sense,so tell me about some of the ways in which you set up repeatability in termsof technology tools. So what are the ways which you're integratingtechnology into your process, to make this more consistent and more likelythe customeris going to reach? That point of value yeah, that's a reallytimely question, because it's something it's a challenge that we're actuallyworking to solve right now and what we're doing is we're creating our ownsort of onboarding kit. When I started at Monday in June, the umbirting teamwas really new. We had just sort of started a couple of people in the roleand prior every CSM had been onboarding their own customers. So it was really anew function at Monday. So for the past few months it had a lot less parameters,a lot, less boundaries around it, and it was really just individuals workingreally closely with customers to figure out what they needed and kind of helpdthem get there. But, as you mentioned it, it's sort of a process that isn'tscalable, so we've put in some more structure. So with this onboarding Kit,what we're trying to do is set it up in...

...sort of a phased approach so that acustomer, presumably at the end of going through phase one of our kit willhave a really good understanding of how to think about building within Monday.At the end of phase to they'll have a good understanding of how to improvethat so through automation through integrations, optimizing, whateverthey're building and then the third phase of that is making sure thatthey're equipped with the right resources to roll it out to their team,so we're sort of taking those three components of what's crucial for asuccessful onboarding and using resources that we already have to helpthe customer sort of Guide through that journey. That makes a lot of sense, anddo you have any kind of resources or guidance that you could sharepotentially like we could link it in the notes here for other folks who aresort of responsible for building out this scalable onboarding motion insidetheir organization, yeah. Absolutely it's something that we're still workingon, but I would definitely be happy to follow up once we have it all completed.That's great! Thank you. I love giving back to the audience here. So tell me alittle bit more. I mean I'm a builder...

...right. I love building software andunderstanding. How can you be used to solv problems, whereas technologyfailed? You and all of this like, where do you feel like you're doing thingsmanually, that you feel like machine should be doing instead yeah, when Ithink about where technology has failed me it's funny, because it's notnecessarily one huge thing, which I guess is a good problem to havedefinitely and my roles and customer success. I can think of a millionlittle ways like a feature not working when you're, showing it on a call. Why,if I cutting out during Anebr, you know your bi tool, not working when you needto pull that data at the last minute, but more holistically. I think for myteam- and this is probably a common answer, but a single dashboard or babepiece of technology that could really show us the health of an onboardingspecifically. This is something that I think customer success leaders talkabout a lot, but specifically for onboarding. It's a really uniquesegment because it's a timeline driven project to fairly short, but it's notnecessarily like other professional services projects ind that it'sfundamentally crucial to the customer...

...and the Businessis kind of successfulpartnership, so really understanding how these projects are going is reallyimportant, but it's right now something that really relies on us and by US Imean me and my team having conversations around. How is this onboarding going? There's a lot of data that I can check in onto kind of seehow many days it's been, how many milestones they've achieved that kindof thing, but it still really relies on conversation to have a whole picture ofhow the project is going so having something to tell me that would beamazing, totally make sense and hey appreciate the inspiration for all theother builders out there related to this, like there's, definitely still alot of need, especially in customer success, which is so rapidly evolvingis a crucial sort of segent of business. Here I I mean I would argue thatcustomer success is really the key to having assass business. You need toensure that your customers realize value quickly and when they don't, theycan cause problems downstream. For sure...

...absolutely I completely agree. Weactually recently are expanding the scope of our onboarding services.Within Monday, when I started, we were only on boarding a small segment ofcustomers. As T iy mentioned, it was a new team sort of seeing for the firsttime what it's like to segment that out, but it was so successful immediately inthe first few months that were already working towards expanding the scope ofour services so and the coming months will actually be taking every onboarding so that CSMS can really focus on moving their customers up thematurity curve, and my team can focused on what we do best, which is reallyhelping customers get started. I love it. So why did you get into customersuccess in the first place? Yeah, it's a great question. So, as you know, Iwent to school in Wisconsin after school. I really wasn't sure what Iwanted to do so my first job out of school is I Nannid for a sen of twins.It was an amazing job, I loved it very much, but I couldn't do it forever. SoI was really thinking about what I was interested Ind. I knew I wanted toreturn to New York and I was really interested and excited by the vurgoningtexsene there. So I started...

...investigating the different types ofroles that that tech companies hire for, and I really immediately found aconnection in customer success and all of those roles I was seeing Iad alwaysenjoyed working with people, helping people. In fact, I was a tour guide incollege and it was my favorite job I've ever had, so I really loved speakingwith New People and kind of helping share information to help them makedecisions. So when I would read job descriptions for csms, I thought thatthat sounds a lot like me and like a job that I would love doing, and Irecognized I might need a little experience first. So I first applied asan SDR and I was not a great SDR, but I also made really great connections. Iworked really hard and demonstrated that I'd be a good asset to the CS team,so I pretty quickly pivoted into CS and then sort of stayed there and have beenthere ever since yeah, and I figure that Midust Nice might have drubbed offon you a little bit here too, because it's definitely important to be able tofuild not only business relationships with our customers, but also justpersonal relationships to is a big part...

...of it. Oh, I completely agree. I'm surethis is not unique to me, but I know that when I'm hiring for someone orsomeone asks you know what are the crucial skills for someone in thisindustry, empathy is always going to be in the top three from me or most otherCS leaders who I speak with just that ability to be able to really connectwith someone and the desire to want to help them is such a crucial aspect ofour work. Yeah I couldn't agree more. I haven't been a CSM and have been workwith many other CSMS. I will say that having someone who you can tell trulycares about you as a person and the challenges you're running into is oneof the true differentiators one can have especially inside of CustomerSucess Organization Yeah, absolutely so we're Gointo a about time here, but Ilike to ask closing question: It's the same across everyone. Hi comes on thispodcast, which is just what is the best piece of advice related to customersuccess. You ever gotten yeah. It's really just to be a real person, mightsound a little trite, but you know,...

...even especially in the current globalclimate, everyone is doing their best and it really just benefits both us andour customers to be real, authentic and empathetic people. I find that oursuccess is kind of mutually dependent on each other between the company andthe customer when it comes to customer success and really recognizing that andworking together as partners is what makes for those great relationships andsuccess on both sides. affentacity empathy and then intimacy, ultimately,is what you really want with your customers and that's he true foundationof a great relationship exactly right. Well, thank you so much Lisa forjoining us again, Yall that was Lisa Fox Hes, onboarding team manager atmondaycom. I Mare crane cofounders an SIOO AF flat file. Thank you forlistening to this week's episode of customer successlator. You depend on the fastest time to valuefor your customers. So why let data onboard and sell you down? Stopemailing spreadsheets, creating CSB...

...templates for senting up actqytransfers, create collaborative secure workspaces with your customers andtheir data saving you time, while providing a memorable, onboardingexperience. Oh and there's no code required, you can go to flat file, ZotIo, slash CS leader to learn more and get started for free. Thank you so much for joining us forthis episode. Customer Success leader is brought to you by flat file ifyou're a fan of the show and want to help us share these conversations withothers. Leave us a rating on APPA podcast, just tap a number of stars.You think the show deserves. That's it for today catch you in the next one.

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