Our customers need to hear from us in the following ways to assure them that their project is progressing forward and they are receiving great service. If a customer does not hear from a manager, they will be quick to assume their project is not progressing.
We opt to use MS Teams for meetings unless the client has a preferred platform (ex. Broadcom/VMware use Zoom so TSL hosts meetings there).
Quality Assurance
A manager is one of our important quality tollgates because they have captured customer requests, relayed them to the production/delivery team, and can identify if the work meets expectations.
- Proofread: Build time in your production schedules to have presentations, reports, and marketing content put through QA by TSL's proofreader. Lead Reports will be proofed by TSL's lead QA owner.
- Review work:
- To avoid confusion, ensure correct and clean versions of deliverables are being sent to the customer.
- Take a moment to open and preview every file or URL provided by the team, before sending in an email or opening for a screenshare meeting.
- Ask yourself, "Is this what I was expecting to receive to provide the customer? Does this meet the requirements of the project request?"
- Monitor overall performance:
- Have an understanding of campaign goals and which metrics will determine progress/performance (examples: hours per lead rates, digital conversion costs), and where the metrics stand throughout the lifecycle of the campaign.
- Understand ways to improve performance, coordinating with SMEs and production to implement those plans.
Success with Checkpoint Calls and Managing Customer Feedback
- Guidance for organization and preparation to hold successful internal and customer checkpoint meetings
- How to request customer feedback, and respond to and troubleshoot customer feedback (especially in regards to digital/creative work)
Operations Action Items
The following is an outline of the recurring tasks that a project manager is responsible to complete by a certain deadline to maintain internal operational systems. There are numerous other responsibilities that are related to the timing and lifecycle of each campaign that will be staggered throughout work days.
- Daily
- Biweekly on Mondays by 12pm: BDTM payroll approval
- Weekly starting Monday morning, due Tuesday at 12pm: Clarizen entries for Customer Journey projects (responder or non-VS logged hours, SQLs), and handle action items highlighted in dashboard
- Weekly on Thursdays:
- By 3pm: Bring digital production resource needs to the Digital Scheduling Call, Submit Customer Journey campaign hours requests to Chris K.
- End of Month: Clarizen hourly project budget reconciliations, and action items highlighted in dashboard