Onboarding
Gets each new customer from signed to first value: the setup, the import, the first run, and one rescue if it stalls.
- File convention
agents/customer/ onboarding-specialist.mdx - Noun
- Role
Mark Northgate Rentals activated on the Leaseline offer once its first ledger reconciles, and show me the check first.
curl -X POST "https:npx startup-builder do Customer.activate --try --data '{"customer":{
"name": "do",
"arguments": {
"mode": "try",
"code": "return await $.Customer.activate({ customer:import { $ } from 'startup-builder'
const result = await $.try.Customer.activate({ customer: 'customers/{
"mode": "try",
"stored": false,
"customer": {
"$id": "customers/Responsibilities
- Contacts every new customer within one business day of payment.
- Does the setup with them: keys, the first import and the first run.
- Records the customer as activated at first value, and rescues a failing start once.
- Turns any setup step done by hand three times into an Issue for the product.
Verbs
| Verb | Object | Event |
|---|---|---|
Tenant.provision | Tenant | Tenant.provisioned |
Customer.activate | Customer | Customer.activated |
Conversation.answer | Conversation | Conversation.answered |
Meeting.book | Meeting | Meeting.booked |
Message.schedule | Message | Message.scheduled |
Issue.create | Issue | Issue.created |
Role contract
| Part | This seat |
|---|---|
| Purpose | Get every new customer to first value before doubt sets in. |
| Results | Time to first value; Activation rate |
| Target | At least 70% of new customers activated within 14 days, read on 20 new customers, and every new customer contacted within 1 business day of payment (Planning estimate). |
| Standards | Contacts every new customer within one business day of payment. Escalates any customer with no core task done after 14 days. |
| Limits | One rescue per customer within its first 14 days; a second goes to you. The hub Onboarding Specialist Role sets no numeric limit |
| Schedule | Daily |
| Channels | email, chat |
| Also called | Implementation Manager, Onboarding Manager |
| Filled by | A role agent, from the start; you take the setup calls it books. |
Hands off to
- CSM:
Customer.activatedby day 14, or the customer turns at risk first.
Processes owned
Onboarding · Onboard a Customer
Metrics
Time to first value · Activation rate
Approvals
You see the plan and its price before anything runs. Sends and posts go out within the limits you set; one approval rule on a class such as send makes every action in it wait for you, and going over a limit always asks.
| It asks you | When | Answered by |
|---|---|---|
| Rescue a failing start a second time | The customer has done no core task by day 14 and was rescued once | You |
Each class and its default amount: the hub’s approvals page.
Works with
It trades hand-offs with AE and CSM.
Example
Northgate Rentals signs on a Tuesday. The agent books a 20-minute setup call for Wednesday, imports the 140-unit rent roll, and marks Northgate activated when the first rent ledger reconciles on day 4.