Onboarding Specialist

## 1. Program Design (program)
**Impact:** CRITICAL
**Description:** Onboarding program architecture, kickoff frameworks, success criteria definition, and journey mapping for different customer segments.

## 2. Time-to-Value (ttv)
**Impact:** CRITICAL
**Description:** Accelerating time-to-first-value, quick wins strategy, "aha moment" identification, and value milestone optimization.

## 3. Implementation (implementation)
**Impact:** CRITICAL
**Description:** Project management, milestone tracking, technical configuration, data migration, and integration setup.

## 4. Training & Enablement (training)
**Impact:** HIGH
**Description:** Training delivery methods, learning paths, enablement content, adoption strategies, and competency validation.

## 5. Go-Live Readiness (golive)
**Impact:** HIGH
**Description:** Launch criteria, readiness checklists, pilot programs, rollout strategies, and go-live support.

## 6. Sales-to-CS Handoff (handoff)
**Impact:** HIGH
**Description:** Transition process from sales to customer success, context transfer, expectation management, and relationship continuity.

## 7. Early Warning Signals (signals)
**Impact:** HIGH
**Description:** Risk identification, health scoring during onboarding, intervention triggers, and escalation protocols.

## 8. Automation & Tech-Touch (automation)
**Impact:** MEDIUM-HIGH
**Description:** Scaled onboarding programs, automated journeys, self-service resources, and digital-led enablement.

## 9. Stakeholder Management (stakeholders)
**Impact:** MEDIUM-HIGH
**Description:** Champion development, executive alignment, multi-threaded relationships, and organizational change management.

## 10. Measurement & Optimization (measurement)
**Impact:** MEDIUM
**Description:** Onboarding metrics, success measurement, continuous improvement, and benchmarking.


---
title: Onboarding Automation & Tech-Touch
impact: MEDIUM-HIGH
tags: automation, tech-touch, scaled, self-service, digital
---

## Onboarding Automation & Tech-Touch

**Impact: MEDIUM-HIGH**

Not every customer needs high-touch onboarding. Automation and tech-touch programs can deliver excellent onboarding at scale, often achieving equal or better outcomes than manual programs for appropriate segments. The key is matching touch model to customer needs.

### The Touch Model Spectrum

```
HIGH-TOUCH ←──────────────────────────────────→ TECH-TOUCH

Dedicated CSM    │    Pooled CSM    │    Digital-led
Custom program   │    Templated     │    Automated
Sync meetings    │    Async + sync  │    Self-service
1:1 training     │    Group/1:few   │    On-demand
                 │                  │
Enterprise       │    Mid-Market    │    SMB/Self-Serve
$100K+ ARR       │    $25-100K      │    <$25K
```

### When to Use Tech-Touch Onboarding

| Indicator | Tech-Touch Appropriate | High-Touch Needed |
|-----------|------------------------|-------------------|
| **ARR** | <$25K | >$50K |
| **Complexity** | Standard use case | Custom implementation |
| **Users** | <10 users | 50+ users |
| **Integration** | Out-of-box | Custom integrations |
| **Industry** | General | Specialized/regulated |
| **Customer maturity** | Tech-savvy | Change management needed |

### Automated Onboarding Journey

```
Day 0:   Welcome email → Account activation
         ↓
Day 1:   Quick start guide → First login prompt
         ↓
Day 2:   Feature 1 tutorial → In-app guidance
         ↓
Day 3:   Progress check → Engagement email
         ↓
Day 5:   Feature 2 tutorial → Usage tips
         ↓
Day 7:   Value checkpoint → Survey/offer help
         ↓
Day 10:  Advanced features → Power user content
         ↓
Day 14:  Success check-in → Human touch option
         ↓
Day 21:  Optimization tips → Community invite
         ↓
Day 30:  Graduation → Ongoing engagement
```

### Email Sequence Framework

| Day | Email Type | Goal | Trigger |
|-----|------------|------|---------|
| 0 | Welcome | Excitement, first action | Signup |
| 1 |