In this episode, Petek Hawkins is joined by her colleagues, Emma Rosen and Monica Murphy, to share a few smart onboarding tips from the team at Melio.

You’ll hear them discuss:

  • What is challenging for revamping an existing onboarding?
  • Who are your key stakeholders?
  • What is top of mind for the revenue leaders?
  • How do you show success to business?

Keep listening and remain curious.

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Audio Transcript

Petek Hawkins
Hi, team, thank you so much for joining me on the month of onboarding the trust enablement. This month. We have amazing groups that are joining us great enablement specialists let us know what’s working for enablement for them and sharing their best practices. So everybody else can take also advantage of these things. So for today, we have Emma and Monica, my amazing colleagues, which I love boricuas so much learn so much from them. And let’s go ahead and introduce yourself. Emma, tell us a little bit about yourself and your favorite local restaurant.

Emma Rosen
Oh, such a good question. protec Thank you for having us. My name is Emma, I am the senior go to market enablement manager here at milio. I’ve been here almost a year and had a previous life in sales and sales management. And my favorite restaurant of the moment has got to be latke. Love it here in Denver. They are potato pancakes and so fun. And whenever you walk into the business, everyone just has such a smile on their face. So shout out to Myles and Steve, if you’re watching which are not but can’t wait to see you on Saturday.

Petek Hawkins
That’s amazing. We’re going there. That’s gonna happen. I’m here for it. I’m here for it. Monica, let us know about yourself.

Monica Murphy
I’m jealous of the the Denver location that I am currently not in. But I am Monica. I am the onboarding enablement manager here at Emilio and I started my career in sales for about the first five years in the last three have been doing sales enablement. My favorite I’m going to go with bar is a wilfy. And now it’s in the West Village. But we have a little family gathering there every year. If you are finding yourself in New York, or the spicy mark, or the Dirty Martini, I promise you will not be disappointed.

Petek Hawkins
I love that some blue cheese stopped all of action there. And yeah. Awesome. Well, thanks for joining us again. So you have a couple of great questions for you and our viewers do is that going to be some really actionable great insights. So taken out, grab your pen and paper. So Monica now might tell us what is challenging for revamping an existing onboarding. from your experience.

Emma Rosen
I can start us off, I guess I think from a high level, making sure that we’re taking tribal knowledge which everyone knows and actually documenting it, it can be really hard and making sure that you’re gathering the best information possible. But ultimately, I think starting from day nine, so we have a 90 day onboarding program here, Emilio. And oftentimes, what I see is that people were kind of just shooting from the hip, sometimes in enablement, trying to figure out the best possible way to in order to make things happen. But ultimately starting backwards and starting from like, at day 90, what do you really want them to know? And making sure that you’re doing programming in order to hit those goals? So what do you want them to do? No, say show within those first 90 days and making sure that the programming that you’re working on fits into those buckets? I love that. Monica? Yeah, I

Monica Murphy
would, I would completely agree with that. I would also add just working in such a fast pace environment and having a product that’s constantly evolving and growing, making sure that we are arming our reps with all of the relevant materials skills that they need to be successful in the role. But also, because we’re changing so frequently, making sure that once they leave our nest, if you will, that those skills are being adopted, and they’re actually able to put it into practice, in their role every single day. So making sure that we’re holding ourselves to the same standard as the company is a huge challenge. And it’s also interesting when you’re creating and building content and making sure you’re you’re making your reps as successful as possible.

Petek Hawkins
I love that. So as you are trying to overcome these challenges, you obviously have some great stakeholders that are going to be helping you out what Who are those for those people for you? And what is top of mind for these leaders and individual contributors? Yeah, I

Monica Murphy
would say the great thing about enablement is you can kind of touch every department in a way. And that really means that we have a ton of stakeholders that need to have a heavy involvement and a lot of what we do. So starting with the reps who are performing successfully, so understanding what they’re doing, how are they leveling up and really like? What is the the skills that they’re doing that’s leading to that success? Working with managers to make sure they’re coaching on the right things, understanding what they’re teaching their reps, what are their goals and sort of? How does that process look, working with ops to get the data and numbers around a lot of the initiatives, we’re looking to create So making sure we’re tracking and looking at the right numbers, KPIs and measurements. And then the customers, right. So we need to understand like, what are they saying? What are they want? Are we aligning our training content with the needs of the customer and their needs at the end of the day. And a lot of that just comes from listening to calls and understanding what what people are saying what they love, what they don’t like about the product and the process,

Petek Hawkins
and love that you brought our customers as your key stakeholders? Because yes, at the end of the day, everything enablement does is to set up our customers with success for up success. So that’s fantastic. Emma, what do you think?

Emma Rosen
I’d just ditto to everything Monica said, the additional people that that are in our sphere are also the senior leaders, right? So working with heads of sales, working with VPS of sales, but also really being the go between. So where are we have a second headquarters in Israel. So making sure that we’re the go between with product with marketing, right, there are so many departments that we really serve as the glue between them, and making sure that we have strong relationships with all of those people to really help get our reps and ultimately, our customers what they need at the right time.

Petek Hawkins
I love that. Do you have any like two or three tactical points that you can let our viewers know about how to close this gap? Or how to communicate?

Emma Rosen
Yeah, so we have, I think, actually, the first thing I would say is that there’s been a bit of confusion about what enablement even does. And so what we have done is gone on a bit of a roadshow to present to people, hey, this is what we do. These are the roles that we fill in order to make sure that people really understand how to best leverage us. But I think also setting up weekly, we have monthly cadences with product, we have our slack channels are always super, they’re always popping off. And then we additionally have our our leaders sync that we have every week, which is really critical and making sure that we are aligning with that.

Petek Hawkins
That’s amazing. I love that you’re doing this weekly, because in most companies, that’s the key thing, like just not not having that communication with the leadership and kudos to you for setting that up. That’s amazing. And at last, how do you show success to business?

Emma Rosen
I can I can take this first whack at Monica. Um, I think that, first and foremost, we absolutely our goals absolutely need to align with the company goals. So what we’ve done is taken a look at the company okrs and make sure that every single initiative we do ties back to the okrs. So what exactly does that look like? Anytime we have a rollout, we always present what are the key business outcomes that we want to achieve with this rollout, for example, and making sure that we reference back and track any progress that we’ve made with as a relates to that OKR. But ultimately, a lot of this is also about communication. So having a space to communicate our outcomes with our business leaders. So we have, which we are actually just kicking off here in a couple weeks. We’re going to start doing quarterly business reviews with our leaders, and then additionally monthly roadmap. So after the quarterly after the QPR, what we’ll do is have monthly roadmaps to really help align what it is that we’re doing the xpect what what the leaders can expect from us, and then also what we expect from them in these monthly roadmaps. So we’re on our way to a much better path to success. So I’m really excited about it.

Petek Hawkins
Love that my friend. Awesome. Monica, would you want to add anything to it?

Monica Murphy
Yeah, I mean, I completely agree with everything. Emma said, Absolutely. I think when you think through an onboarding program, and making sure you’re building something that is outcome based, it’s crucial to make specific gates and milestones at certain points in the the learners journey. So from day one, week, one, day 30, day 60, day 90, what do the reps need to know? How do we measure success? What are those KPIs? What are those numbers look like? And then as you’re building out a program, what are the what’s the content that needs to be created? What skills do they need, what tools and resources are going to get them to achieve that number? And I think it’s absolutely crucial and important to build everything that we’re doing around those key milestones and gates, because otherwise you’re kind of creating content blindly. And you really don’t have an end goal there. And it really helps justify a lot of the programs that you create, and the trainings that you run, and the technology that you need, and you ask for. So I think Yeah, outcome based is absolutely crucial. I love that.

Petek Hawkins
I love that well. Learning from the best is always my favorite. Thank you. So much, Emma Monica. This has been a great time. Hopefully our viewers got some really gems out of these things and have a great rest of the week and we can and we’ll chat soon. Bye everyone. Bye. Thank ya. Thanks