# data[].attributes.headline
Q: How do EPMs ensure the 'right' people are invited to the enrollment call?

# data[].attributes.subject
Q: How do EPMs ensure the 'right' people are invited to the enrollment call?

# data[].attributes.headline
Q: How are we addressing the increasing needs of digital customers?

# data[].attributes.subject
Q: How are we addressing the increasing needs of digital customers?

# data[].attributes.headline
Q: Can we give all customers access to EdX modules? Why or Why Not?

# data[].attributes.subject
Q: Can we give all customers access to EdX modules? Why or Why Not?

# data[].attributes.headline
Q: Can we have a PD team-member more involved in the "ins-outs" of Digital Enrollment?

# data[].attributes.subject
Q: Can we have a PD team-member more involved in the "ins-outs" of Digital Enrollment?

# data[].attributes.headline
Q: What are some examples of problems E & L team solves during Mid-Year

# data[].attributes.subject
Q: What are some examples of problems E & L team solves during Mid-Year

# data[].attributes.headline
Q:What is the best course (route) to direct questions about logins, enrollment or rostering that come up in PL sessions

# data[].attributes.subject
Q:What is the best course (route) to direct questions about logins, enrollment or rostering that come up in PL sessions

# data[].attributes.headline
How does Tier 1 know if a question is pedagogical (vs technological or product)

# data[].attributes.subject
How does Tier 1 know if a question is pedagogical (vs technological or product)

# data[].attributes.headline
Would a button for admins in Vamp to generate a new password for teachers save you time?

# data[].attributes.subject
Would a button for admins in Vamp to generate a new password for teachers save you time?

# data[].attributes.headline
What are the next steps if customers call in however, no one has the answer for them and it is urgent?

# data[].attributes.subject
What are the next steps if customers call in however, no one has the answer for them and it is urgent?

# data[].attributes.headline
Is there a way to connect incoming questions from districts w EPMs that support them (specific to large imp. districts)?

# data[].attributes.subject
Is there a way to connect incoming questions from districts w EPMs that support them (specific to large imp. districts)?

# data[].attributes.headline
What is the best way for EPMs to report data back to customer

# data[].attributes.subject
What is the best way for EPMs to report data back to customer

# data[].attributes.headline
When my customer emails they are having multiple technical issues, who do I forward that to?

# data[].attributes.subject
When my customer emails they are having multiple technical issues, who do I forward that to?

# data[].attributes.headline
Do you keep "common questions" from teachers/admins who call in? (would benefit PD Developers)

# data[].attributes.subject
Do you keep "common questions" from teachers/admins who call in? (would benefit PD Developers)

# data[].attributes.headline
Who owns slack-support channel responses (many times, no response)?

# data[].attributes.subject
Who owns slack-support channel responses (many times, no response)?

# data[].attributes.headline
Is there a process for requesting internal support?

# data[].attributes.subject
Is there a process for requesting internal support?

# data[].attributes.headline
What is the lifecycle of a reported issue? External reporting-Internal reporting?

# data[].attributes.subject
What is the lifecycle of a reported issue? External reporting-Internal reporting?

# data[].attributes.headline
What happens when a teacher emails ELAhelp to report a content error?

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What happens when a teacher emails ELAhelp to report a content error?

# data[].attributes.headline
When customers send emails to SCIhelp how long is the expected response time?

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When customers send emails to SCIhelp how long is the expected response time?

# data[].attributes.headline
Do you answer emails going to SCIHelp@amplify.com?

# data[].attributes.subject
Do you answer emails going to SCIHelp@amplify.com?

# data[].attributes.headline
Who do I contact to ask a technical team to go onsite to help a customer with technical issues?

# data[].attributes.subject
Who do I contact to ask a technical team to go onsite to help a customer with technical issues?

# data[].attributes.headline
What is the process for looping in teams about issues  and upcoming fixes to the platform?

# data[].attributes.subject
What is the process for looping in teams about issues  and upcoming fixes to the platform?

# data[].attributes.headline
Is there a way for facilitators to receive quick updates regarding accounts they support? Important if there is follow up coaching and customers want an update on issue status? 

# data[].attributes.subject
Is there a way for facilitators to receive quick updates regarding accounts they support? Important if there is follow up coaching and customers want an update on issue status? 

# data[].attributes.headline
What determines whether an issue is handled by Tier 1, 2, or 3?

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What determines whether an issue is handled by Tier 1, 2, or 3?

# data[].attributes.headline
What is the best toll-free number for any customer to call with a question?

# data[].attributes.subject
What is the best toll-free number for any customer to call with a question?

# data[].attributes.headline
What can PD sessions include that would save CS from repetitive/obvious questions?

# data[].attributes.subject
What can PD sessions include that would save CS from repetitive/obvious questions?

# data[].attributes.headline
How do customers know whether to call CS or EST?

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How do customers know whether to call CS or EST?

# data[].attributes.headline
How can we 'nicely' ask Sales to fill out the shipping info on the opps and fully rely on SF?

# data[].attributes.subject
How can we 'nicely' ask Sales to fill out the shipping info on the opps and fully rely on SF?

# data[].attributes.headline
Once a PO is closed/won, how soon will the kick off team reach out to customer?

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Once a PO is closed/won, how soon will the kick off team reach out to customer?

# data[].attributes.headline
When will the EPM/IPM team stop dealing with kit related issues?

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When will the EPM/IPM team stop dealing with kit related issues?

# data[].attributes.headline
Can we automate all notifications to internal stakeholders on kit shipments?

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Can we automate all notifications to internal stakeholders on kit shipments?

# data[].attributes.headline
What is the basic turnaround expectation for shipment after EPM/IPM sends email?

# data[].attributes.subject
What is the basic turnaround expectation for shipment after EPM/IPM sends email?

# data[].attributes.headline
Can we rename "Order Exceptions" to "Material Order Exceptions"?

# data[].attributes.subject
Can we rename "Order Exceptions" to "Material Order Exceptions"?

# data[].attributes.body
What is the best way for EPM & PD consultant to connect before & after a PD?

# data[].attributes.headline
Is there a process that aligns for how to schedule PD for all product training? 

# data[].attributes.subject
Is there a process that aligns for how to schedule PD for all product training? 

# data[].attributes.body
Now that EPM's are in regions. Who will be doing calls for each region?

# data[].attributes.body
How will midpoint touch points be developed for Amplify Science?

# data[].attributes.headline
Is there a master calendar for us all to see?

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Is there a master calendar for us all to see?

# data[].attributes.headline
Are our customers aware of all our PD options?

# data[].attributes.subject
Are our customers aware of all our PD options?

# data[].attributes.headline
How can a school or district best prepare for Professional Development?

# data[].attributes.subject
How can a school or district best prepare for Professional Development?

# data[].attributes.body
How do customers access resources when the turn-key Professional Development?

# data[].attributes.body
How can EPM's get access to PD content to determine if a session is appropriate for a customer?

# data[].attributes.body
Are we sharing coherence flow charts w/ schools?

# data[].attributes.body
Who can I call for Demo Accounts across on all product line?

# data[].attributes.body
How are the PD Trainers get trained?

# data[].attributes.body
I'm interested in what level of support (if any) PD can provide for managed accounts with minimal to no purchased PD.
(My assumption is that every managed account benefits from EPM/IPM and PD skillsets-even in the absence of PD sessions

# data[].attributes.body
What happened to Looker? Will it work again soon?

# data[].attributes.body
Create more reporting support.
Looker available?

# data[].attributes.headline
What are the constant forms of data that we provide across products?

# data[].attributes.subject
What are the constant forms of data that we provide across products?

# data[].attributes.body
I'd like more info on Excel wizardry. Can you lead some remote sessions for layman?

# data[].attributes.body
Will Looker reports include individual schools soon? If so, when?

# data[].attributes.body
Where does the data come from?

# data[].attributes.body
So can we all see Data Points for all products in Looker? or somewhere?

# data[].attributes.body
What data collection tools and reporting elements are we thinking about adding to Amplify Science K-5?

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How are data analysis requests prioritized/distributed?

# data[].attributes.body
Can we create a "Dibels" type tracker to monitor on-the-fly assessments?

# data[].attributes.body
Does this include Looker reports?

# data[].attributes.body
May districts working with grants ask for pre/post in CKLA- any plans?

# data[].attributes.body
Implementation Project Manager

# data[].attributes.headline
What is the difference between EPMs and IPMs?

# data[].attributes.subject
What is the difference between EPMs and IPMs?

# data[].attributes.body
EPMs manage strategic accounts, >$100,000 per year. IPMs manage lead accounts, <$100,000 per year and have a request by sales for some amount of customer relationship building/management.

# data[].attributes.headline
Are there any other differences besides the customer/account size? If so, what are they?

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Are there any other differences besides the customer/account size? If so, what are they?

# data[].attributes.body
EPMs manage the contract deliverables (and there might be many), create the project plan, conduct weekly checkin, conduct onsite meetings (usually at least 3 per year - BOY, MOY, EOY), and various other activities required to develop the customer relationship.  For instance, manage a complex PD plan, create a customer specific website, attend community events, participate in principal workshops, and more.
IPMs, working with mid-tier lead accounts, do some but not all of these activities. They are not expected to travel onsite (at least not as much) and might have monthly checkins as opposed to weekly checkins. IPMs might also be asked to perform other activities and work on team projects as requested by their director.

# data[].attributes.headline
What constitutes a “managed” account? What factors are considered?Are they ever reassessed to add/remove EPMs?Is there a current shared process consistently used across EPMs for how it is determined if an account is managed or not?

# data[].attributes.subject
What constitutes a “managed” account? What factors are considered?Are they ever reassessed to add/remove EPMs?Is there a current shared process consistently used across EPMs for how it is determined if an account is managed or not?

# data[].attributes.body
Managed accounts are determined by 2 main factors:  Size/Revenue and Strategic Value.
1.  Size/Revenue: Accounts >$100,000 per year are considered managed accounts and are assigned an EPM.
2. Strategic Value: some accounts are less than 100k per year but they are "strategic' and the sales RVP makes a successful case for an EPM to be assigned.  For example: (a) Philadelphia Pilot is a small, 4 school, 1/2 year implementation, but if we are successful, it can lead to several millions.  (b) the first district in a new state to adopt science (or CKLA, ELA, or mCLASS) might be considered strategic and have an assigned EPM because we want to do well in that district to gain more districts throughout the state.
Once an account is deemed strategic and is managed by an EPM, it rarely moves out of that category. From time to time we may change the EPM who manages the account, but the account is usually strategic forever, barring unusual circumstance (such as, the customer does not want continued updates and white glove service).

# data[].attributes.headline
When will EPMs work on strategic accounts only?

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When will EPMs work on strategic accounts only?

# data[].attributes.body
Most A&I EPMs work on strategic accounts only. Digital EPMs worked on strategic and non-strategic accounts this BTS because the implementation team was not yet hired and trained. Once the implementation is complete for non-strategic accounts (materials received licensing done, PD delivered), the EPM should send the post-launch email to the customer referring them to customer support for their future needs. After these post-launch emails are sent, all EPMs should be working on strategic accounts only. If there are some high-touch, particularly troublesome, non-strategic accounts, consider working with your Director to assign these accounts to an IPM on your team.

# data[].attributes.headline
How do EPMs support non-mclass pedagogical questions?

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How do EPMs support non-mclass pedagogical questions?

# data[].attributes.body
EPMs can support non mclass pedagogical questions with the assistance of the PL team (professional learning / Dorothy's team) and also acquire knowledge through attending PD and other workshops available. it takes time, but through personal growth, employee development and leverage our PL team, we can confidently respond to pedagogical questions.

# data[].attributes.headline
When will our trackers be replaced with Salesforce?

# data[].attributes.subject
When will our trackers be replaced with Salesforce?

# data[].attributes.body
Next BTS.   If you are interested in helping, designing or testing salesforce, please reach out directly to Nicole Reilly.

# data[].attributes.headline
When is Salesforce going to be updated to help make onboarding easier for the EPM (curriculum) team?

# data[].attributes.subject
When is Salesforce going to be updated to help make onboarding easier for the EPM (curriculum) team?

# data[].attributes.body
Next BTS. If you are interested in helping with improving salesforce for capturing, tracking and reporting onboarding statuses, please reach out to Nicole Reilly.

# data[].attributes.headline
What is the best way to find which EPM is responsible for a particular school district?

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What is the best way to find which EPM is responsible for a particular school district?

# data[].attributes.body
Good question. This should be documented in SF. A list of managed accounts and the assigned EPM can also be found here.

# data[].attributes.attachment_link.description
Create a new spreadsheet and edit with others at the same time -- from your computer, phone or tablet. Get stuff done with or without an internet connection. Use Sheets to edit Excel files. Free from Google.

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Where can we find the standard auto-generated emails that go out to customers?

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Where can we find the standard auto-generated emails that go out to customers?

# data[].attributes.body
Sample Welcome Emails

# data[].attributes.headline
Who trains EPMs on content? (ELA, SCI, CKLA)

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Who trains EPMs on content? (ELA, SCI, CKLA)

# data[].attributes.body
The Product Team and Professional Development Team.
ELA and CKLA: Alexandra Clark (Product) and Alanna (Professional Development)
Science: Matt Reed (Product) and Dorothy (Professional Development)
There are also training materials and video resources as well as webinars.

# data[].attributes.headline
What are the questions we ask to determine the appropriate Professional Learning to provide to customers?

# data[].attributes.subject
What are the questions we ask to determine the appropriate Professional Learning to provide to customers?

# data[].attributes.headline
What are the questions we ask to determine the appropriate Professional Learning to provide to customers?

# data[].attributes.subject
What are the questions we ask to determine the appropriate Professional Learning to provide to customers?

# data[].attributes.body
Depending on the stage of the implementation, we may ask slightly different questions, but in general, we ask customers about their goals for their adoption, who their key stakeholders are, what their current context is (e.g. for mCLASS, are they DIBELS paper/pencil users or brand new to DIBELS measures), etc.

# data[].attributes.headline
At what point do EPMs/IPMs include PD people into the customer conversation?

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At what point do EPMs/IPMs include PD people into the customer conversation?

# data[].attributes.body
From the outset. PD can and should be part of the internal team connect call that happens as soon as the PO closes.

# data[].attributes.headline
What is the best response (on-site or webinar) when a customer who is piloting decides they want to change the unit at the last minute?

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What is the best response (on-site or webinar) when a customer who is piloting decides they want to change the unit at the last minute?

# data[].attributes.body
Please clarify.

# data[].attributes.headline
What data is used with customers during a mid-year account review for Amplify Science K-5 accounts?

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What data is used with customers during a mid-year account review for Amplify Science K-5 accounts?

# data[].attributes.body
Implementation metrics (number of schools, teachers, students)
Looker Data (usage)
PD data (number and type of sessions, feedback results)
Customer support (number and types of calls, response rates)
Teacher feedback
Other, whatever else is available