#PS Strong Q & A Fall Retreat 2018 by Chris Terranova

Q: How do EPMs ensure the 'right' people are invited to the enrollment call?

cterranova1 — 2018-11-10 00:27:01 UTC

Q:When will self-enrollment be ready?

cterranova1 — 2018-11-10 00:27:01 UTC

Q: How are we addressing the increasing needs of digital customers?

cterranova1 — 2018-11-10 00:35:53 UTC

Q: Can we give all customers access to EdX modules? Why or Why Not?

cterranova1 — 2018-11-10 00:48:17 UTC

Q: Can we have a PD team-member more involved in the "ins-outs" of Digital Enrollment?

cterranova1 — 2018-11-10 00:59:20 UTC

Q: What are some examples of problems E & L team solves during Mid-Year

cterranova1 — 2018-11-10 01:21:38 UTC

Q:What is the best course (route) to direct questions about logins, enrollment or rostering that come up in PL sessions

cterranova1 — 2018-11-10 01:25:41 UTC

How does Tier 1 know if a question is pedagogical (vs technological or product)

cterranova1 — 2018-11-12 22:31:47 UTC

Would a button for admins in Vamp to generate a new password for teachers save you time?

cterranova1 — 2018-11-12 22:32:19 UTC

What are the next steps if customers call in however, no one has the answer for them and it is urgent?

cterranova1 — 2018-11-12 22:33:24 UTC

Is there a way to connect incoming questions from districts w EPMs that support them (specific to large imp. districts)?

cterranova1 — 2018-11-12 22:34:15 UTC

What is the best way for EPMs to report data back to customer

cterranova1 — 2018-11-12 22:36:13 UTC

When my customer emails they are having multiple technical issues, who do I forward that to?

cterranova1 — 2018-11-12 22:36:53 UTC

Do you keep "common questions" from teachers/admins who call in? (would benefit PD Developers)

cterranova1 — 2018-11-12 22:37:17 UTC

Who trains customer support on content?

cterranova1 — 2018-11-12 22:38:29 UTC

Who owns slack-support channel responses (many times, no response)?

cterranova1 — 2018-11-12 22:38:42 UTC

Is there a process for requesting internal support?

cterranova1 — 2018-11-12 22:39:39 UTC

What is the lifecycle of a reported issue? External reporting-Internal reporting?

cterranova1 — 2018-11-12 22:40:03 UTC

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

cterranova1 — 2018-11-12 22:41:17 UTC

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

cterranova1 — 2018-11-12 22:41:47 UTC

Do you answer emails going to SCIHelp@amplify.com?

cterranova1 — 2018-11-12 22:42:57 UTC

Who do I contact to ask a technical team to go onsite to help a customer with technical issues?

cterranova1 — 2018-11-12 22:43:51 UTC

What is the process for looping in teams about issues and upcoming fixes to the platform?

cterranova1 — 2018-11-12 22:45:02 UTC

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?

cterranova1 — 2018-11-12 22:47:13 UTC

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

cterranova1 — 2018-11-12 22:48:38 UTC

What is the best toll-free number for any customer to call with a question?

cterranova1 — 2018-11-12 22:49:48 UTC

What can PD sessions include that would save CS from repetitive/obvious questions?

cterranova1 — 2018-11-12 22:50:06 UTC

How do customers know whether to call CS or EST?

cterranova1 — 2018-11-12 22:51:02 UTC

Can we get more reporting with CS data?

cterranova1 — 2018-11-12 22:51:15 UTC

How can we 'nicely' ask Sales to fill out the shipping info on the opps and fully rely on SF?

cterranova1 — 2018-11-12 22:54:57 UTC

Who is on the Order Fulfillment team?

cterranova1 — 2018-11-12 23:00:31 UTC

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

cterranova1 — 2018-11-12 23:00:49 UTC

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

cterranova1 — 2018-11-12 23:02:05 UTC

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

cterranova1 — 2018-11-12 23:02:31 UTC

What is the basic turnaround expectation for shipment after EPM/IPM sends email?

cterranova1 — 2018-11-12 23:02:51 UTC

Can we rename "Order Exceptions" to "Material Order Exceptions"?

cterranova1 — 2018-11-12 23:04:13 UTC

2018-11-13 14:53:47 UTC

What is the best way for EPM & PD consultant to connect before & after a PD?

Is there a process that aligns for how to schedule PD for all product training?

2018-11-13 14:54:51 UTC

2018-11-13 14:55:54 UTC

Now that EPM's are in regions. Who will be doing calls for each region?

2018-11-13 14:57:42 UTC

How will midpoint touch points be developed for Amplify Science?

Is there a master calendar for us all to see?

2018-11-13 14:58:44 UTC

Are our customers aware of all our PD options?

2018-11-13 14:59:31 UTC

How can a school or district best prepare for Professional Development?

2018-11-13 15:00:12 UTC

2018-11-13 15:00:43 UTC

How do customers access resources when the turn-key Professional Development?

2018-11-13 15:01:44 UTC

How can EPM's get access to PD content to determine if a session is appropriate for a customer?

2018-11-13 15:02:46 UTC

Who can I call for Demo Accounts across on all product line?

2018-11-13 15:04:40 UTC

Are we sharing coherence flow charts w/ schools?

2018-11-13 15:05:35 UTC

How are the PD Trainers get trained?

2018-11-13 15:06:38 UTC

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

2018-11-13 15:11:59 UTC

What happened to Looker? Will it work again soon?

2018-11-13 15:12:45 UTC

Create more reporting support.
Looker available?

What are the constant forms of data that we provide across products?

2018-11-13 15:13:45 UTC

2018-11-13 15:46:22 UTC

I'd like more info on Excel wizardry. Can you lead some remote sessions for layman?

2018-11-13 15:49:19 UTC

Will Looker reports include individual schools soon? If so, when?

2018-11-13 15:50:15 UTC

Where does the data come from?

2018-11-13 15:50:37 UTC

So can we all see Data Points for all products in Looker? or somewhere?

2018-11-13 15:52:10 UTC

What data collection tools and reporting elements are we thinking about adding to Amplify Science K-5?

2018-11-13 15:53:22 UTC

How are data analysis requests prioritized/distributed?

2018-11-13 15:54:05 UTC

Can we create a "Dibels" type tracker to monitor on-the-fly assessments?

2018-11-13 15:55:49 UTC

Does this include Looker reports?

2018-11-13 15:56:27 UTC

May districts working with grants ask for pre/post in CKLA- any plans?

What does IPM stand for?

pkirby2 — 2018-11-16 21:42:57 UTC

Implementation Project Manager

What is the difference between EPMs and IPMs?

pkirby2 — 2018-11-16 21:43:25 UTC

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.

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

pkirby2 — 2018-11-16 21:44:48 UTC

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.

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?

pkirby2 — 2018-11-16 21:48:58 UTC

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).

When will EPMs work on strategic accounts only?

pkirby2 — 2018-11-16 21:56:01 UTC

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.

How do EPMs support non-mclass pedagogical questions?

pkirby2 — 2018-11-16 22:00:00 UTC

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.

When will our trackers be replaced with Salesforce?

pkirby2 — 2018-11-16 22:02:17 UTC

Next BTS. If you are interested in helping, designing or testing salesforce, please reach out directly to Nicole Reilly.

When is Salesforce going to be updated to help make onboarding easier for the EPM (curriculum) team?

pkirby2 — 2018-11-16 22:02:36 UTC

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

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

pkirby2 — 2018-11-16 22:04:23 UTC

Good question. This should be documented in SF. A list of managed accounts and the assigned EPM can also be found here.

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

pkirby2 — 2018-11-16 22:06:26 UTC

Sample Welcome Emails

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

pkirby2 — 2018-11-16 22:11:40 UTC

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.

What are the questions we ask to determine the appropriate Professional Learning to provide to customers?

pkirby2 — 2018-11-16 22:14:03 UTC

What are the questions we ask to determine the appropriate Professional Learning to provide to customers?

pkirby2 — 2018-11-16 22:14:09 UTC

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.

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

pkirby2 — 2018-11-16 22:15:37 UTC

From the outset. PD can and should be part of the internal team connect call that happens as soon as the PO closes.

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?

pkirby2 — 2018-11-16 22:16:32 UTC

Please clarify.

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

pkirby2 — 2018-11-16 22:17:52 UTC

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