rearranged files

CustomerNotes/Aiim.md

@@ -0,0 +1,30 @@
+# AIIM
+Workflows Demo
+
+## 10/11/2022
+* The user recieving the communications is an ex-employee and that should say it all
+* They are okay with losing the subscription of that person
+* Wants to explore workflows 
+* Launched their course with the password protected proctored test 
+* Quiz has 120 min timer, same with Proctor-U settings 
+* No failures is a good thing, they want everyone to pass 
+* Is thinking about integrating Zapier, Shopify, and Northpass. Learner's have to pay for a retake. 
+* Using Accredible for certificates. 
+* Accredible: make a group, make a certificate name same as group
+* It does some funny things with dates 
+* Heavily using Workflows in Hubspot. Connected to Unific via Shopify 
+* Data: Bold to Shopify, Shopify to Hubspot. Hubspot becomes the main repo for all data. How to integrate Northpass? 
+* Getting large customer orders that can't go through bold, they go straight to Shopify. Managing expiration/join dates in a Trello card. 
+* Large customers are invoiced separately, bold can't do $0. 
+* She is just thinking about this, no engineering hours needed yet. 
+* The other item she wanted to talk about: 
+    * They just started using Services Hub
+    * Wants to know other client use cases 
+    * Using typeform for reviews, but will start using services hub 
+    * Mostly to gather feedback 
+* What feature are they using Services Hub for mostly?
+* Service Hub is a HUBSPOT product 
+* She got stuck on a workflow 
+* CIP Exam, it should trigger for all learners not just a specific one
+    * But she is getting a trigger for "enter UID" which she doesn't want to do. 
+    * This should be for everyone. 

CustomerNotes/Aiim/Aiim.md

@@ -1,2 +0,0 @@
-# AIIM
-Workflows Demo

CustomerNotes/CSMInterviews.md

@@ -0,0 +1,241 @@
+# Interview with Erika
+
+Tough admin, used enablement and creativity to make it work
+Created multiple workspaces for the users for that account
+Client's issue was didn't want to manage multiple accounts, had no bandwidth
+Used teaching to help the customer
+
+Needier customers were district contracts
+Gave her her phone number to client who wanted instant communication
+Setup regular checkins with these accounts 
+More frequent communication for larger clients 
+Tiered system, small team and each person handled almost 700 accounts
+Just taking the time explain
+
+Being an AM was her most enjoyable, creative time
+Tight knit group
+Constant communication 
+
+Project Question:
+Go to learning library, resources first
+See what's available first
+Try to connect with client and asking more questions 
+Align with them, is there a temporary fix
+Check in with peers and see if anyone else has faced this issue before
+Is there a bridge to solve this temporarily 
+Being honest and aligning with the customer 
+Offer to pushback 
+
+Catalyst for CS with client
+
+
+# Interview with Matt
+
+
+Works at Proliant
+The software "leaves a lot to be desired"
+Doesn't have good developers and it goes offline a few hours each day
+Service is really good, reps are good
+But they are always defending product
+Developers always leave after 3 months, high turn over
+All payroll companies have a lot of turn over
+UI/UX isn't great either 
+
+Strong relationship with director
+
+If Clients are pissed, how do you respond?
+Answers with a smile and never talks bad about the product or developers
+Takes on risk with approvals and 2-day turn around time 
+
+Says "I'm going to send you an email by 2pm"
+
+Has an answer to everything, speaks confidently
+
+
+Account manager @ ADP/Viventium - Dedicated for the contract length
+Implementation Specialist - just during implementaiton 
+
+He would try to get someone's attention on skype or zoom to see if someone is online
+He would apologize to client and say its after hours 
+Would see what he could do - review implementation guide (500 pages)
+Support Docs
+Said his current job is he has to figure it out himself
+He can't contact his manager for every small request
+Says he is self sufficient
+After that would contact Service Support Specialist, or his manager 
+"It's all about giving the client something to make some space"
+
+## Questions for me?
+One question - what would I say is the biggest challenge? - Punching above our weight class
+
+# Interview with Egypt
+
+Meeting at 4:30pm on 7/12/2022
+Showed up on time
+Opened with "I love that you have a sense of humor" and aligned
+Brought up her mother who taught her how to be better and help more people
+Ambitious, so went for the best hospital in NJ
+Was in control of success or failure of nurse candidates
+"It all comes down to the patient experience"
+Job was to make sure nothing fell through the cracks for the patients
+
+Now works in corporate and has a steady in-office job
+
+Accountability is so important, would apologize for the issue
+Ask if they have submitted tickets, if anything has already been done
+Actionable goals for the client 
+Fall back on the team
+** Needs some training on self-resources, google **
+Would troubleshoot in the manual
+Check scope of practice 
+
+Was thinking about going to law school
+She loves helping, which is why she went to healthcare
+Thinks she is a great facilitator and thrives in the background
+Found her niche in healthcare
+Good at communicating
+
+Wants more control of the customer experience
+
+## Questions for Me 
+
+Wants to know about the software - what tiers do we have available?
+What sorts of fires do we put out?
+How many clients do you manage?
+How have you or what have you learned is the best approach for when a client comes up for renewal?
+Curious to know about work life balance - am I satisfied?
+Looking back at the time on Northpass, what would have I told new hire me?
+
+# Anthony DeSena
+* Interview Phone Screen on 8/24/22 at 3:30 pm
+* Part time Real Estate, Rutgers 2019
+* BDM functions 
+* Team layoff, old manager brought him to Eden
+* Client Propspecting at Eden
+* Really liked relationship maintence, retention
+* AEE at Eden, going after new accounts or expansion accounts
+* Introducing Agreement and then helping be successful
+* Recently 40% of the company was laid off, everyone except him
+* Eden is going after a new business model
+
+Metrics:
+* Quote as Senior BDR - scaled off meetings set and meetings completed
+* Self-prospecting and pulling in business 
+* 12 meetings completed, 16 set
+
+Has been wanting to move towards a CS role for the past year. 
+Feels strongest skills are interpersonal skills and having a knack for working with people. 
+Didn't like cut throat and numbers oriented aspects sales 
+
+Clients were surprised when he reached out as they expected the broker and/or BCBS would reach out. Apprehensive clients didn't trust him at first. 
+This all sounds a lot more like Cold Calling
+
+Active listener, delievered on clients needs instead of barging through
+
+Eden is direct to employer concierge provider, 24/7 virtual platform
+Knowleldge of services
+
+Has been completely remote 
+Remote is perferrable, except for the right opportunity
+"Not a deal breaker for the right opportunity"
+Making calls all day in an office "just sucked"
+
+# Tyler Delao
+* Interview Phone Screen 8/25/2022 at 12:30pm
+* Born and Raised in Syracuse
+* Marketing Coordinator at Keller Williams, 12 agents, helping with agents branding
+* Only Marketing Employee
+* Social Chair on Campus
+* Managed a budget
+* Sales Associate at Michael's Kohrs
+* Wants to be prepared for his work, wants clear kpis and metrics
+* General atmosphere
+* 
+
+# Kallan Smith
+* Overview 
+    * Enterprise
+    * > $85k
+    * 21 Customers
+    * Discovery Call, Migrations and Configuration
+    * Contract Lifecycle Management system
+    * Custom dashboards and analytics
+    * Authentication SSO
+    * Roll into Onboarding phase - his favorite part 
+    * Steep Learning Curve
+    * Procurement and IT groups are next departs that need an account
+    * Has worked with his customers for 2 year +
+    * Lots of platform versions - supporting 5 versions
+    * Moving everyone to their Cloud Version
+* When he first started:
+    * Was in charge of automating communications
+    * NPS Surveys, Survey Monkey
+    * Automating Salesforce
+    * Improving knowledge transfer
+    * Renewal and New Feature Communications
+    * Intercom
+* What are you looking for?
+    * Moving away from Legal Tech
+    * Innovative Product 
+    * Spends a lot of time solving tickets
+    * Wants to be more proactive
+
+* Work Setup
+    * Office in NYC closed a few years ago
+    * WeWork that he goes to every other week
+    * If CCO is in town, he'll go in, if London team
+    * Is okay with in office
+
+* Timeline
+    * Third round with another few companies
+    * Needs 2 weeks notice
+    * Move in September
+
+* CS Team is the Support Team
+* Team has tripled in size, 12 total now
+* 2nd in US
+* Wants to be as responsive as possible
+* Lets them know and tries to jump on calls ASAP
+* Ask a few extra questions
+* Likes to Document as much as possible
+* If he can't figure out a quick workaround, will give a timeline and offer a down the road solution
+* Open lines of communication
+
+* What does he want to get better at?
+    * Sharper at coding
+    * 
+
+Favorite Projects:
+    * Getting Integrations setup
+    * Likes using API
+    * Did the first salesforce integration
+    * He is basically a DocuSign employee
+    * Did a lot of Javascript, HTML, CSS with EdEx Studio
+    * Inspect Element
+
+# Brittany Marques
+* Biggest standouts were how our website talks about employees & clients
+* Works with "Enterprise" clients. But this could be mom and pop shops (5-10 locations) and some businesses with 100s of locations (MassageEnvy, EuropeanWaxCenter).
+* Works more in onboarding/implementation than anything else
+* Is looking for a "new home" and doesn't like to jump around
+* Wants to do full-cycle, not just onboarding
+* Wants to see what their clients do in the future and work with them over a longer period of time. 
+* Current job doesn't have a CSM role, it is just Onboarding to Support. 
+* What has kept her there for 7 years?
+    * Has felt the limit of her grown which is why she is looking somewhere else
+    * Leadership cleared house
+    * Are fully remote, company sold the business
+    * Wants to be fully in person
+* How to find information you don't know
+    * Would research documentation
+    * Research Hubspot and or Slack for similar situations
+    * Look in Ticketing Software
+    * Would get on the phone and call the client
+    * Explain what is happening and say that she doesn't have the tools and will get back to them in the morning. 
+    * If the client isn't happy, letting them vent and talk it out
+    * Something listening is the best thing you can do
+* Bigger Life Goal? Trying to get PMP certified. Prepping for test. 
+* Went to school for Criminal Justice - Wanted to be FBI
+* At EWC learned the software that she is working for now. 
+* Fell in love with working with clients
+* MSI remote install of software - takes 3-4 hours

CustomerNotes/Talkspace.md

@@ -42,12 +42,10 @@ Internal service errors keep happening
 As early as last week 
 
 We need options for outside of the learning path
-
-
 Learning Paths - two other schools are not having learning paths errors 
 
 Molly needs help with: anyone who is not at 100% (for CA and non-CA) Compliance July and CA July the LP on dashboard needs to be removed. This way they don't get assigned a new one and then take the old one. 
-- [ ] Pull analytic and bulk remove the LP from those people 
+- [X] Pull analytic and bulk remove the LP from those people 
 
 Can a learner self-select their role? Separate comms for each group? 
 Comms each group are necessary 
@@ -72,15 +70,29 @@ Molly wants to try... 500 people get a message saying "you're going to see messa
 ## 9/21/2022 
 * Overall, things are going well!
 * Ensure the button color change gets changed
+* QMC Audit, training audit by third party for training completed
+* Rebecca Jewel, to reach out to Virun, Chief Medical Officer for this audit
+
+## 10/11/2022
+* [ ] Update 2022 to 2023 on the main dashboard page - Update now
+* [ ] After someone finishes the 1099 courses, they will then reach the Compliance Group/courses. The 1099 courses should not be seen. 
+    * [ ] Send Molly options for hiding the 1099 courses. Workflows to unenroll? Hide courses not in the group?
+* No date set for rolling out 2023 - sometime in January 
+* Molly will set up and then Test internally, possibly ask us to test as well? 
+* Wants to know if we can combine Looks in Looker for data
+* Needs to combine Northpass data with their data. They want to look in Looker at which 1099 has not clicked a link. Basically, they need to compare a Northpass list of enrolled learners with a list of Talkspace 1099s that have recieved an email.
+
+## 10/11/2022
+### Meeting with Emile from Bellweather
+* Ask Ummey if activitiy specific information would be helpful? 
+* Currently they are pulling learning path data 
 * 
 
-## Mezaeting with OpenSesame re: SCORM files
+## 08/04/2022
+### Meeting with OpenSesame re: SCORM files
 * Possibly missed events!
 * Opensesame only sends complete/incomplete - values could be 0 or 1, or whatever the cmi.core.value are
 * Communicated via API
 * RPX now is OS' social sign on and SSO communication
 * Osano is used by OS but not sure how it would factor in
 
-QMC Audit, training audit by third party for training completed
-Rebecca Jewel, to reach out to Virun, Chief Medical Officer for this audit
-

CustomerNotes/scripts/notestoconfluence.py

@@ -1,49 +0,0 @@
-import requeearts
-
-
-
-# Create a new page from API Docs
-# This is in bash
-curl -u admin:admin -X POST -H 'Content-Type: application/json' -d '{"type":"page","title":"new page",
-"space":{"key":"TST"},"body":{"storage":{"value":"<p>This is <br/> a new page</p>","representation":
-"storage"}}}' http://localhost:8080/confluence/rest/api/content/ | python -mjson.tool
-
-# This is an example of updating content 
-PUT /rest/api/content/456
-
-{
-    "version": {
-        "number": 2
-    },
-    "title": "My new title",
-    "type": "page",
-    "body": {
-        "storage": {
-            "value": "<p>New page data.</p>",
-            "representation": "storage"
-        }
-    }
-}
-
-# This is a Northpas example in python
-import requests
-url = "https://api.northpass.com/v2/people/person_uuid/deactivations"
-headers = {"accept": "*/*"}
-response = requests.post(url, headers=headers)
-print(response.text)
-
-# Confluence example in Python
-import requests
-url = "http/"
-
-
-
-import requests
-url = "https://api.northpass.com/v2/activities"
-headers = {"accept": "application/json"}
-response = requests.get(url, headers=headers)
-
-pagename = file(read file)
-title = filename 
-value = file.read()
-