[Audio] At the end of the first 30 days, and with an action plan, we will define together the proirities, we will do a impact evaluation of the plan.
Today I don’t have the full picture of all the priorities, However, utilizing some available resources, including the job description, my participation in the SKO (ELT priorities) , the review of the latest Operations QBR on the 2024 focus, and with my own managerial understanding of the business, it helped me to find 3 key priorities to focus on.. 

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1:1 Meetings: Roles, Challenges and Insights Business stakeholders mapping, 1:1 and audit of hurdles (business blockers) and growth opportunities (business enablers)

Existing and missing resources identification, training (how to use, get credential, certification) to perform core role tasks Collaborate with the Business Intelligence team to understand the data landscape and key metrics currently in place.

Provide feedback on the discovery phase, list key priorities based on business impact, and seek alignment with shareholders before implementing the 2024 roadmap.

Understand the current operational landscape, (my) team dynamics, and customer satisfaction levels.

Understand the key business stakeholders across departments and within the team. (Strategic Partnerships)

Assess the existing data infrastructure, operational dashboards, and performance metrics.

Strategic Planning and Operational Enhancements. 30 Day. 

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Strategic Planning and Operational Enhancements

Real time visibility: Monitor current status of Operations and identify issues or opportunities. Data driven decision Making: Informed decisions based on accurate and up-to-date information  Risk Management: Identify potential risk, develop strategies and ensures that any issues are addressing before they escalate. Resource allocation: Planning and budget allocation Goal Tracking: alignment with overall business objectives and facilitates progress tracking

- Key User(s) - Business use case: Input / output (UX, user journey) - Data Source disponible - Resources needed for the implementation  - Implementation: specifications document, SLA, priorization - Shareholders alignment

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Time-to-Value for Customers: Efficient onboarding enables CSMs to quickly onboard new customers. Customer-Centric Approach: To better understand customer needs and provide tailored solutions, leading to increased customer satisfaction. Introduction to Upselling and Cross-Selling: To explaining the concepts of upselling and cross-selling. Clarify the difference between the two and emphasize their importance in contributing to both customer success and business growth.

- Review: Actual onboarding plan, materials and CS feedback - Global CSM Manager Sales LT alignment: Feedback - Training audit and mapping of skillset miss - Sharehodlers alignement / Build training plan

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Expansion Initiatives Deal Center, Deal Vault, Loanstream

Strategic Alignment: Aligning services teams with the strategic goals ensures that the introduction of new platforms is in line with broader business objectives. Client Satisfaction: Clients are more likely to have positive experiences if the services teams can effectively support and utilize the new platforms. Faster Time-to-Value: Well-prepared services teams can help clients realize the value of the new platforms more quickly. Risk Mitigation: Adequately trained services teams reduce the risk of errors, miscommunications, or mismanagement of client transactions on the new platforms.

- Analyze the existing and “in progress” Material - Cross-Functional Workshops 	establish channels for continuous communication  - Communication Plan: 	Align Roadmap

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Develop an operational dashboard with key metrics for improved decision-making.

Address the CSM team's concerns regarding the new hire ramp-up process.

Begin preparations for the seamless integration of new deal lifecycle management platforms.

Design a mock-up of an operational dashboard incorporating key metrics insights into team performance, customer satisfaction, and tech ops trends Gather feedback to refine it.

Analyze the current new hire onboarding process to identify inefficiencies. Develop a streamlined onboarding plan that reduces the ramp-up time.

Begin developing training materials and support structures for the services teams to ensure readiness at launch.

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Execution and Continuous Improvement. Priority 01 This is a sample text. Insert your desired text here. Priority 02 This is a sample text. Insert your desired text here. Priority 03 This is a sample text. Insert your desired text here. 01 02 03. 

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Priority 01


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Key Success Metrics Insert your desired text here.  Insert your desired text here.  Insert your desired text here.

Assessment and Foundation Building

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At the end of the first 30 days, and with an action plan, we will define together the proirities, we will do a impact evaluation of the plan.
Today I don’t have the full picture of all the priorities, However, utilizing some available resources, including the job description, my participation in the SKO (ELT priorities) , the review of the latest Operations QBR on the 2024 focus, and with my own managerial understanding of the business, it helped me to find 3 key priorities to focus on.

Assessment and Foundation Building

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