Company organizational structure and reporting ● Company communication processes ● Company’s code of conduct, mission, vision ● Company’s legal documents (terms and conditions, terms of use, privacy policy) ● Confidentiality

Become proficient in using Slack for business including how to create commands using the Slack bot, create channels, trainings, videos and make phone calls ● Become proficient in the management of Web conferencing tools (Webex, Microsoft Teams, Zoom, GoogleMeets) ● Learn how to be functional with project management tools like Asana

The products ● Pricing and levels of support for different tiers of clients ● Reading and understanding contracts and Service Level Agreements ● Using the product ● Troubleshooting the product ● Understanding the questions ● Product and industry jargon ● The clients. Who are they? What are their goals? ● Recognizing clients, prospects and co-workers on chat and other virtual tools ● The prospects

Agile practices in the real world ● Understanding ceremonies: ○ Standups ○ Kanban Boards ○ Prioritizing Work ● Slack ● Retrospectives to drive continuous improvement

Jira ticketing ● Jira management ● Jira commenting and closing ● Jira reporting ● Confluence for documentation and teamwork

Introduction to Zendesk ● Introduction to Intercom ● Introduction to Freshchat ● Introduction to Messenger Chatbots ● Managing multiple conversations ● Closing conversations ● Keeping a high rating

Installing the Messenger ● Customizing the Messenger ● Customizing the workspace: ● Contacts ● Inviting teammates ● Teammate notifications ● Inbox: ● Inbox overview ● Routing conversations ● Outbound channels ● Introduction to outbound ● Operator (bots)

Understanding and using the user profile ● Adding, editing and removing apps ● Apps in the inbox ● Replying to multiple conversations ● Closing conversations efficiently ● Streamline your workflow with snooze ● Closing conversations ● Organizing important conversations ● Conversation ratings ● Keeping a cadence ● Monitoring tone, cadence, and customer satisfaction over time ● Alignment between the virtual assistant rating and NPS scores and customer surveys ● Helping on the phone and via email

Guidelines for tone ● Strategies to manage effectively multiple conversations

Use notes to give team context ● Organize issues with tags ● Assign conversations to the right team ● Saying “no” to customers

Answer common questions quickly ● Knowing when to give clients more detailed guidance ● Take quick actions with apps ● Stay on top of the conversations

Learn how to use Jira, confluence and project management tools to elevate redundant tickets ● Learn how to communicate with developers so tickets get resolved ● Use Salesforce to keep records of customer interactions ● Documents rigorously and regularly in Confluence or similar system ● Shares pertinent information with peers and team members

Understanding client pages, dashboards ● How to add customer notes

Learn to be resilient in a fast pace environment ● Learn to share frustrations in a constructive and effective manner ● Adjusting to change ● Owning goal setting and evaluation

Learns how to move tickets to level II and inform all parties ● Learns and applies providing and seeking feedback ● Learns to document clearly and regularly ● Learns to participate actively in organizations staff meetings ● Keeps confidential information confidential ● Creates effective presentations and shares work ● Communicates effectively on all devices and with all stakeholders

1. Customer Persona 2. Vocabulary 3. Product 4. CSM role as a professional Areas of Study 1. Security 2. Foundations of the Internet/Computer Science 3. Customer Journeys, Journeys, Executive Business Reviews 4. Customer support foundations Content · CS101 is a self-paced course that teaches the essential ideas of Computer Science for a zero-prior-experience audience. · Security course is for CSMs to understand the importance of using strong passwords, the dangers of social engineering, and the rigor needed when managing client and users data. · The Help Desk profession is a critical part of technology companies. The Customer Success fundamentals and principals will teach apprentices on the specific roles within customer support, the life-cycle of customer engagement post-sales, and managing the health of the client. Concepts Security in computing, what is computing, how are computers used, how does the Internet works, what is computer science. Unit/courses: Foundations of Computer Science 101 Provider/Format: Stanford University/Online Hours: 40 Location: https://online.stanford.edu/courses/soe-ycscs101-sp- computer-science-101 Unit/courses: Principles of Security Provider/Format: BuildWithin Inc./In person at BuildWithin HQ Hours: 8 Location: 900 19th street, Washington, DC, NW 20006 Unit/courses: Principles of Customer Success Provider/Format: BuildWithin Inc./In person at BuildWithin HQ Hours: 20 Location: 900 19th street, Washington, DC, NW 20006 Unit/courses: Customer Success Management Fundamentals Provider/Format: LinkedIn Learning/Online Hours: 1 Location: https://churnzero.net/top-linkedin-learning-courses- for-customer-success/

1. Professional behavior 2. Excellence in communications 3. Collaboration and productivity 4. Goal setting, goal achieving Areas of Study 1. Communication tools used in the workplace. Slack, Intercom, web conferencing tools like Zoom, and Webex. 2. Values. mission, vision of the company and how that applies to the day-to-day work 3. Developing product user stories from client perspective 4. Solving problems with clients and others professionally 5. Time management Content Appearance and behavior. The apprentice will learn about professional Attire and Grooming, Business email writing, Business Etiquette, including Telephone and Mobile Etiquette, Meeting room etiquette and etiquette needed during presentations at the workplace The apprentice will learn communication methods used in customer success teams and how to implement it in the day to day. The apprentice will also learn to use the routines such as the standups, retrospective, NPS reviews, to communicate effectively but also to discuss customer health metrics and look for ways to improve client relationships The apprentice will learn how to create professional and data driven reports Concepts Meeting etiquette. Estimation. Code clean. Ticketing. Retrospective. Standups. Ticket grooming. Speaking up/sharing. Unit/courses: Managing Difficult Conversations Provider/Format: ICMI/Online Hours: 24 Location: https://www.icmi.com/training/courses/managing-difficult-customer-contacts Unit/courses: Professional behavior and methodologies for customer relationships Provider/Format: BuildWithin Inc/In person at BuildWithin HQ Hours: 20 Location: 900 19th street, Washington, DC, NW 20006 Unit/courses: Intercom and Freshchat In-App Chat Training Provider/Format: Intercom and Freshchat/Online Hours: 9 Location: https://academy.intercom.com/become-a-live-chat-support-expert and https://www.freshworks.com/academy/courses/freshchat-admin-fundamentals/ Unit/courses: Churnzero and Salesforce Provider/Format: General Assembly/Online and in person Hours: 50 Location: https://www.coursera.org/specializations/salesforce-fundamentals Unit/courses: ZenDesk Support Certification Provider/Format: ZenDesk/Online Hours: 3 Location: https://training.zendesk.com/page/zendesk-certifications Assessments: NPS scores, Salesforce certification, Intercom, FreshChat, Zendesk certifications