Building an Onboarding Program Part 2

Flawless Systems Setup on Day One

Last week we unpacked the Roles Responsibility Matrix of an onboarding program. Today, we’re going to dive deep into how to ensure your reps show up on Day One with a gift basket of systems access. Whether RevOps likes it or not, the responsibility of provisioning and configuring systems access for the GTM teams often falls on their shoulders.

So let’s start with an outline as always:

1. Role-Systems Matrix

2. RevOps-HR Operating Cadence

3. License Provisioning Process

4. User Configuration Checklist

5. Training and Documentation

Role-Systems Matrix

The more organized Revenue Operations is the more trustworthy Revenue Operations becomes. It doesn’t sound glamorous but often times the grunt work is what builds trust with our partners. The first tool in our kit is the Role-Systems Matrix. It’s a fairly straightforward tool to use. In its simplest incarnation it is a spreadsheet with three columns:

• Employee name

• Role / Job Title / Band / Class ← this goes by many names

• Systems required

Here is a template you can use.

Let’s use an imaginary organization for our example. If I were consulting with your company I would put together a list of all the roles available. Imagine a list like below:

Notice how the external facing job title may differ but the internal role is uniform. With this uniformity Revenue Operations can then put together the Roles-Systems Matrix.

Notice how the Revenue Operations role may or may not require access to Clearbit, ZoomInfo, and PandaDoc. This is where a request-and-approval process comes into play. It is also a matter of keeping user counts low with your vendors. There’s nothing worse than spending on unused software. In fact, Finance and RevOps will inevitably go on a crusade to track down unused software and cut, c-u-t, CUT!

So what about those exceptions. A “ticketing process” helps here. Let’s say for example the Director of RevOps hires Joe. Due to license limits and budget constraints the Director files a request for Clearbit, ZoomInfo, and PandaDoc. You can see that the decision makers approved two out of the three below. This is a healthy check and balance. Governance matters.

RevOps-HR Operating Cadence

Next up is the RevOps-HR Operating Cadence. We covered Operating Cadences in a separate post. With the RevOps-HR Operating Cadence, the outcome is to identify the following new hire or internal transfer information:

• Employee

• Start Date or Transfer Date

• Role

• Exceptions Required

How often have you seen the RevOps team “blindsided” with new hires? If you have an established cadence this wouldn’t be an issue. Below is a cadence I’ve run at previous startups: