Implementation Overview and Operating Model

Purpose: This article defines the standard implementation model used to onboard new accounts. Its goal is to create consistency, reduce rework, and clearly separate responsibilities between Implementation, Product, Support, and Account Management. Implementation is time-bound, milestone-driven, and enablement-focused. It is not ongoing account management or long-term strategy execution.

What “Implementation” Means

Implementation is the structured process of configuring, launching, and transferring ownership of a client’s app to their internal team. An account is considered successfully implemented when core features are configured and tested, the client’s App Manager is trained and self-sufficient, baseline engagement and activation metrics are established, and ownership is formally transitioned out of Implementation.

Scope of Implementation

Included: App configuration and initial setup, feature enablement and tagging logic, App Manager training and documentation, launch readiness review, baseline metric validation, and handoff to Consultant or Account Manager. Not Included: Ongoing content creation, marketing execution, alumni volume growth strategy, re-implementation of legacy accounts, or custom development or product changes. Requests outside scope should be redirected to the appropriate team.

Roles and Responsibilities

Implementation Engineer: Owns the implementation timeline, configures the app and validates setup, trains the App Manager, defines readiness criteria, documents risks, gaps, and assumptions, and executes the formal handoff. Client App Manager: Primary owner of the app post-implementation, completes training and documentation review, provides required assets such as lists, content, and branding, and executes post-launch workflows. Consultant / Account Manager: Owns post-implementation strategy, sets growth targets after alumni definition and volume are confirmed, and manages ongoing engagement and optimization.

Implementation Timeline

Phase 1 – Kickoff and Discovery: Confirm goals, audience, and use cases, identify the App Manager, review required assets and dependencies, and establish communication cadence.

Phase 2 – Configuration and Training: Configure plugins, tags, and access rules, review messaging and notification structure, train the App Manager on control panel usage, and validate data inputs such as CSV lists, tags, and roles.

Phase 3 – Launch Readiness: Complete final configuration review, confirm notifications and access flows, validate baseline metrics, and address known risks or gaps.

Phase 4 – Handoff: Review the implementation summary, transfer ownership to the Consultant or AM, confirm next milestones and responsibilities, and close implementation.

Metrics and Targets

During implementation, the focus is on baseline establishment, not growth targets. Tracked metrics include app downloads, registrations, activation actions, and feature usage. After implementation, targets are set only after alumni definition is finalized, historical alumni volume is confirmed, and ownership has transitioned to the Consultant or AM. Implementation does not set long-term engagement or volume targets.

Common Risks and Blockers

Common risks include missing or incomplete alumni lists, undefined App Manager ownership, requests to set targets without volume clarity, and expectation mismatches between implementation and ongoing support. These should be documented and escalated early.

Completion Criteria

An implementation is complete when the App Manager confirms training completion, core features are live and tested, baseline metrics are captured, handoff documentation is delivered, and ownership is transferred.

App Manager Training Guide, Implementation Timeline Checklist, Handoff Call Framework, Re-Implementation Policy.