Account Management
What is the account review cadence for Enterprise accounts?
Quarterly
How often should we update the people map for your account?
Monthly
When should you discuss product releases with your client?
As close to 2 weeks prior to the release as possible.
What is the EBR cadence for Core clients?
Semi-annual
All admin page changes made by any member of the Customer Solutions Team need to be document in the audit log every time.
What is the SF task related to this pillar?
Review Communication Strategy and People Map to Identify Gaps & touchpoints needed
What is the difference between a sales opportunity and a success opportunity?
Sales Opportunity-Will always be used if the opportunity is revenue generating & outside of the scope of their contract (i.e.an add-on product expansion, a new care setting, new locations, etc).
Success Opportunity- Will be used if the opportunity is within the current scope of the contract, but the initiative is complex enough or has enough visibility from key stakeholders to require coordination between Phreesia and Client project teams.
What is the status report cadence for each community size?
Monthly for Enterprise Accounts
Situationally for Core Accounts
Optional for Foundation Accounts
False - Only applicable if client is using phreesia as merchant processor
What percent of our clients should be advocates?
70%
What are the 2 SF tasks related to this pillar?
•Conduct a Product Roadmap Review
•Review, Prepare, and send client updated Phreesia Core and Integration Releases
What is the difference between Monthly Status Reports and Monthly Value Emails?
Monthly Status Report: CS responsible for manually updating template to provide a high-level overview of active items, overall status, and key takeaways
Monthly Value Emails: Automated emails on a specific topic, highlighting ongoing value and/or recent wins
What are the 3 opportunities the support and account team have to ensure changes made in production are in their optimal state and are THROUGHLY tested?
Account Team
PS Swarm Calls
PS Swarm Tickets
How often do we review our communication strategy for each community size?
Enterprise: Quarterly
Core: Every Half
Foundation: Annually
Name a product & initiative you may engage the Clinical Content Team for
PROs, Health Campaigns, Closing Gaps in Care, Medicare Annual Wellness Visit Workflows, etc
What kind of reporting do we conduct after a new product goes live for our client?
Product Specific One Sliders
30 Day Value Assessment
What are the 4 SF tasks related to this pillar?
•Monthly Account Management Tasks
•Quarterly Account Management Tasks
•Review PCI billing (if applicable, Phreesia processing)
•Schedule, Conduct, and follow-up on Account Review
Name the 5 requirements a billable account must have to be defined as engaged
A Gong call on any account in the hierarchy* in the last 60 days
A completed Success activity on any account in the hierarchy in the last 60 days
5 inbound emails received across all accounts in the hierarchy in the last 60 days (including "bounce backs" and emails to non-CS groups)
A signed CO on any account in the hierarchy in the last 60 days
An Opportunity moved to stage 5, 6, or Close/Won on any account in the hierarchy in the last 60 days
What is the client footprint and why is it important to update?
The Client Footprint document allows us to track the deployment of Phreesia’s non-revenue generating features across each account
Client Success should leverage the Client Footprint to guide their discovery around goals and active initiatives to help understand how Phreesia's suite of products can be deployed to maximize value for our client.
What are the 3 SF tasks related to this pillar?
•EBR - Prepare for an Executive Business Review
•EBR - Deliver presentation to client stakeholders & carry out follow ups
•Send Monthly Status Report