Prepare your Roles & Responsibilities (RACI)

A Successful Launch Requires a Strong Team. The RACI matrix clarifies who is responsible for specific tasks, who is accountable for the outcomes, who needs to be consulted during the project, and who should be kept informed about progress. By establishing a RACI matrix, you ensure clear communication, streamline decision-making, and prevent overlaps or gaps in responsibility. This structured approach helps in managing expectations, enhancing collaboration, and ensuring the successful completion of the implementation.

Your Organisation

Role	Description	Responsibilities
Executive Sponsor(s)	Decision-makers & other executive stakeholders who influence your organisation.	-Drives strategic communications -Attends QBR's -Secures internal resources -Helps to remove blockers & resolve issues internally -Main POC for all commercial discussions
Program Manager(s)	Team members with project management skills who can drive the learning program within your organisation.	-Oversees the ST learning program -Coordinates internal stakeholders & resources -Partners with the Customer Success team to plan & execute program initiatives -Attends meetings such as Program Health reviews and QBR's
Admin(s)	Team members with technical skills to administer learning in the SocialTalent platform.	-Completes all Admin training -Handles back-end set-up, such as adding learners to the platform, learning assignments, reporting, etc. -Responds to internal queries about ST, where appropriate
IT (If Applicable)	Members of your IT team who can assist in setting up SSO, integrations, etc.	-Onboarding meetings specific to integrations, etc. -Availability to troubleshoot any issues that may arise with existing integrations.

Our Organisation

Role	Description	Responsibilities
Account Manager	Steward of the relationship between SocialTalent and your organisation.	-Oversees the partnership between ST and your organisation. -Ensures strategic alignment & value delivery -Main POC for your Exec Sponsors -Drives strategic alignment meetings, such as QBR's -Oversees all commercials (e.g. contract renewals, etc.) -
Onboarding Specialist	Oversees all aspects of your set-up, with a view of accelerating your time to value.	-Assists with platform & learning configuration -Coordinates with ST technical resources to deploy integrations -Provides training to PM's & Admins -Supports your team through initial launch -Contributes to Mutual Success Plan (MSP)
Customer Success Manager (If Applicable)	Provides resources & guidance on how best to meet your objectives.	-Partners with your Program Manager to help drive your ST learning program -Drives the Mutual Success Plan (MSP) -Provides guidance & resources to maximise learner engagement -Drives Program Health Review meetings & attends other meetings such as QBR's
Customer Support	Resolves technical/platform issues experienced by learners & admins.	-Responds to all support tickets -Troubleshoots end-user issues -Liaises with ST Product team to resolve bugs

Onboarding Process RACI ( Responsible, Accountable, Consulted, Informed)

Action	Details	Timeframe	Client	Onboarding Specialist	Account Manager	Customer Success Manager (If Applicable)
Introduction Call	Introduction of ST project team, project scope, PFS introduction (Optional)	ASAP from the contract start date	Informed	Informed	Responsible & Accountable	Informed
The customer administrator watches self-serve setup material	It's a prerequisite for meeting the onboarding specialist	ASAP after the contract start date	Informed & Responsible	Accountable	N/A	N/A
Onboarding: Learning path & program call	Showing the client a live demo tour on how to set up learning paths & programs on the ST Platform.	After the introduction call	Informed	Responsible & Accountable	Informed	Informed
Customer sets up learning paths, teams and users on the platform		ASAP	Responsible & Accountable	Responsible	N/A	N/A
Onboarding: Pre-launch call	Getting the client ready for the official learner launch call. In this call the OBS will go through platform configuration, best practices and learner launch deck preparation.	After the learning path & program call	Informed	Responsible & Accountable	N/A	N/A
Onboarding: Learner launch kick-off call	Live demo tour with all the users	When the customer has set-up the users, learning path/ program and completion date.	Responsible	Responsible & Accountable	Informed	Informed
Onboarding: Reporting	Reporting tours and sharing best practices to drive engagement with the users.	Before or After the learner launch call	Informed	Responsible & Accountable	Informed	Informed
Post-Onboarding Survey	To gather client feedback from the onboarding.	After the last onboarding call	Informed	Responsible & Accountable	N/A	N/A
Close Onboarding	Close off the onboarding and provide main point of contact moving forward	After the last onboarding call	Informed	Responsible & Accountable	Informed	Informed