Posts In Category "Customer Success Management"

Altus Campus – Petrone Front‑End User Import Tool

  Oct 12th, 2025   -     Adding Seats, Customer Success Management, Petrone Associates   -  

Petrone Front-End User Import Bulk create or match users, enroll them into a course, notify users & admins, and download a post-run report — all from a WordPress page. Overview This tool provides an authenticated, front-end interface to import users for Petrone organizations. It reads a CSV, applies shared metadata (Facility, Role, Specialization, Address), creates […] Read More →

Client Success and Program Execution Model – iiCME

  Sep 24th, 2025   -     Customer Success Management, ImagingCampus   -  

Client Success and Program Execution Model ? Staffing Model Overview Title: Client Success and Program Execution Model Purpose: To define how key team members collaborate to support the renewal, growth, and delivery of accredited medical education programs across multiple formats. ? Quick Access: ? LevelUp Article ? Word Document (SharePoint) ? Key Roles & Responsibilities […] Read More →

ImagingCampus – Course Not Available / 404 Error on ImagingCampus

  Sep 15th, 2025   -     Customer Success Management, Features, ImagingCampus   -  

CSA SOP: Course Not Available / 404 Error on ImagingCampus Issue Reported: User is unable to enroll in a course that should be available on their ImagingCampus as assigned by their Campus Administrator. Step 1: Follow-Up Questions for the User The CSA should follow up with the ImagingCampus user and ask the following: Are you […] Read More →

ImagingCampus Product – Administrator/Point of Contact Onboarding Meeting

     -     Administration & Reporting, Customer Success Management, Deployment, ImagingCampus   -  

ImagingCampus ProductAdministrator/Point of Contact Onboarding Meeting Date: As of September 2025 ? Resource Links Presentation: View Slide Deck LevelUp: Word Document ? Meeting Notes Altus Team should have cameras on. Meeting should be recorded. Inform the client that recording is in progress. Pre-meeting, CSA should have ready ImagingCampus Administer Page ImagingCampus Verification Code ? Meeting […] Read More →

CSA SOP: Handling Customer Voicemails (iiCME & AltusCampus)

  Sep 10th, 2025   -     AltusCampus, Customer Success Management   -  

CSA SOP: Handling Customer Voicemails (iiCME & AltusCampus) Purpose: Ensure all customer voicemails are reviewed, logged, resolved, and tracked via HubSpot support tickets. ? Step-by-Step Instructions ? Step 1: Check Voicemails in Dialpad Log into your Dialpad account. Review voicemails under both: iiCME AltusCampus Listen to each voicemail completely and take notes. ? Step 2: […] Read More →

How to Find the Campus Administration Code

  Sep 2nd, 2025   -     Administration & Reporting, Customer Success Management, ImagingCampus   -  

? How to Find the Campus Administration Code: Go to https://[slug].imagingcampus.com/wp-admin Click Pages → Find page titled “Administration” Click Edit On the right side under Password Protect, copy the password Read More →

SOP: Handling Requests to Add Additional Seats to an ImagingCampus Subscription

  Aug 5th, 2025   -     Adding Seats, Customer Success Management, ImagingCampus, Revenue: Renewal   -  

SOP: Handling Requests to Add Additional Seats to an ImagingCampus Subscription SOP ID: IC-SOP-004 Last Updated: August 5, 2025 Applies To: CSAs, CSMs Systems: HubSpot, WordPress (AltusLearn), Email Purpose To define the step-by-step process for reviewing and fulfilling client requests to add participants (seats) to an existing ImagingCampus subscription. This SOP ensures actions align with […] Read More →

Example: Client Support Case – Midwest Surgical Hospital (Adding Seats, Renewal)

     -     Adding Seats, Customer Success Management, ImagingCampus, Revenue: Renewal   -  

Client Support Case: Midwest Surgical Hospital / AltusCampus Request Add a new participant (Michell White) to ImagingCampus subscription. CSA Action Steps Step 1: Verify Requester Identity & Contact Info Search Tami Kshywonis <TKshywonis@mwsurgical.com> in HubSpot. Confirm: First/Last Name Associated Email(s) Job Title (update if missing) Contact Professional Role Check right panel for: Associated Company: Midwest […] Read More →

Email Inbox Management Protocol

  Jul 16th, 2025   -     Customer Success Management   -  

Email Inbox Management Protocol For: Customer Success Associate (CSA) Goal: Ensure timely communication, visibility, and categorization of all incoming emails within the CSM’s inbox. ? Email Label Categories & Usage # Label Purpose Label Color 1 to respond Emails that require a reply from the CSM (cannot be handled by CSA). Red 2 FYI Informational […] Read More →

Renewal: ImagingCampus Product (Customer Success)

  Jul 15th, 2025   -     AltusCampus, Customer Success Management, ImagingCampus, Revenue: Renewal   -  

SaaS (ImagingCampus & LMS) Renewal Process Pipeline Owner: AltusCampus Primary Drivers: Customer Success Associate (CSA), Customer Success Manager (CSM) Platform: HubSpot Stage 1: Multi-Year Deal Use: Long-term prepaid SaaS accounts Action: No immediate CSA task unless initiated Stage 2: Recently Renewed Trigger: Closed-Won deal or imported from New Business pipeline Immediate CSA Task: Complete renewal […] Read More →