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1. Introduction to ProServe Projects
The Professional Services and Education team executes various projects for our customers. The most common type of project we are engaged in is the onboarding of new customers. This section will highlight the core mechanics of this and our various other project types. We will learn about our project management methodology, project plan structure, customer training paths, and how project roles work together. The various systems and tools we leverage to manage our projects will also be covered in this section.
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Overview: Professional Services and Education Team
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Activity: Review the ProServe Landing Page
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Activity: Understanding the Outreach Customer
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ProServe Packages
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Activity: Review the ProServe Confluence Space
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Reflection
- 1a. OSMs and KPIs
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Objectives, Strategies, and Metrics
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Key Performance Indicators
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Reflection
- 1b. Our Project Management Methodology
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Methodology Overview
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Project Roles (RACI)
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Project Planning
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Metrics Mastery
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Process Transformation
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Training Paths
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Risk Management
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Objection Handling
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Escalations, Enhancements, and Bugs
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Reflection
- 1c. Project-based Systems and Tools
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Systems Overview
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Systems: G Suite
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Systems: Salesforce.com
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Systems: FinancialForce
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Systems: Smartsheet
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Systems: LucidChart
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Systems: Concur
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Tools Overview
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Tools: Shared Resources
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Tools: Best Practice Documentation
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Tools: Cheat Sheets
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Tools: University & Knowledge Base
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Reflection
- 2. Project Basics
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Milestones Overview
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Project Completion
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Reflection
- 2a. Shadow The Experts
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Milestone Calls
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Project Ride-Along
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Reflection
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2b. Structured Simulation
Following a customer profile, build an Outreach instance from scratch, configure the CRM plugin, and train the “customer” on the platform.
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Simulation Phases Overview
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Reflection
- Course Complete
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Course Complete
