SOAR Training Structure & Sequencing

Canonical reference for the SOAR new-hire training program. Covers the adopted two-week outline, module structure, content consolidations, and role-specific path logic for Account Executives (AEs) and Customer Success Managers (CSMs).

Overview

SOAR training is a modular, two-week e-learning program built in RISE. The structure was finalized in a check-in between Gus Donelson (Agility Recovery) and Isalia Ramirez (Asymmetric), where Option B sequencing was adopted: foundational knowledge in Week 1, practical application in Week 2.

The program is not a 40-hour week. The daily e-learning block is approximately 6 hours, leaving time for team integration and instructor-led activities.

Adopted Sequencing: Option B

Week 1 — Foundational Knowledge

Week 2 — Practical Application

Rationale for Option B over Option A: Option A front-loaded all knowledge into Week 1, risking information overload before learners could apply it. Option B interleaves foundational and applied content more evenly. The main trade-off is that Vertical Solutions appears later than the initial product modules — this is mitigated by building in refresher callouts and cross-references within Week 2 modules.

Key Structural Decisions

"Agility Way" Course Replaces Three Modules

Gus's existing "Agility Way" course will be plugged directly into SOAR, replacing the previously planned separate modules for:
- B-PACE
- Discovery
- Overcoming Objections

The Agility Way covers sales philosophy, call prep, voicemail approach, and the full discovery-to-close methodology. It will be shared with Isalia the week of November 3 after an internal launch. Isalia should not build separate B-PACE/Discovery/Objections modules.

Testing is a Standalone Product Module

Testing was previously treated as a process topic. It is now classified as a product — Agility sells testing services and conducts ~400 tests annually. It should be introduced in Week 1 alongside other product modules.

Recovery Manager is a Distinct Role (Not the CSM)

These two roles are frequently confused and must be clearly differentiated in training:

The Recovery Manager picks up the 800-number declare call, coordinates with Tech Services and Operations, and manages the full recovery lifecycle. They also proactively schedule annual tests for members. Gus will send Isalia the Recovery Manager deck for content development.

Prospecting & First Contact Combined

These two topics are merged into a single module. The core workflow to cover:
1. Use Microsoft Copilot to research the prospect
2. Input findings into Salesforce (opportunity record)
3. Build effective prospecting lists
4. Prepare for and execute first contact

Product Module Breakdown

The product suite is split into discrete modules (not grouped):

• Technology Equipment — hardware: computers, servers, printers
• Communications — satellite and LTE connectivity
• Cyber Resilience — standalone; currently pen testing and related offerings, with more to be added
• Testing — standalone product module (see above)
• Workplace Recovery / Power & Fuel — covered in existing content

Healthcare Vertical Expansion

The current Healthcare module focuses primarily on California regulatory requirements. It should be expanded to include:
- Nursing homes, skilled hospice specifics
- State regulations beyond CA (e.g., Texas)
- Gus's inline comments in the existing course serve as the content guide

Role-Specific Paths (AE vs. CSM)

The modular design supports role-specific assignment. The current thinking:

Universal (all roles, including non-sales):
- Agility 101, Business Model, Products, Verticals, Agility Sales Story

AE-specific emphasis:
- Prospecting & First Contact, Agility Way, Presentation Skills, Post-Sale/Onboarding handoff

CSM-specific emphasis (TBD):
- Discovery still applies (e.g., renewal conversations, upsell)
- Exact CSM path not yet defined — Gus has not yet worked closely with the CSM team

The fork between AE and CSM paths will be refined as CSM workflows are better understood. For now, build modules as standalone units that can be assigned selectively.

Instructional Design Notes

• Refresher callouts: Week 2 modules should include explicit callbacks to Week 1 content (e.g., "Remember from the Products module…") to support retention across the week gap.
• Case studies to integrate: FL barge generator deployment (generator floated to island after road washout); Tropical Storm Sandy — 110 declares, all successfully recovered, including a 911 call center.
• ILT component: Instructor-led time is not yet fully scoped. Current product knowledge content in e-learning is acknowledged as "not deep enough" — ILT will supplement until richer multimedia is developed.
• Build priority: Follow Option B sequence order — build Week 1 foundation modules first.

Action Items (from source meeting)

• [ ] Isalia: Update outline — split Comms/Tech modules, add Cyber Resilience, move Testing to product section, combine Prospecting + First Contact; send updated outline to Gus
• [ ] Isalia: Begin building foundation modules in RISE before next Friday meeting
• [ ] Isalia: Review Gus's healthcare comments in existing course; expand state regulations beyond CA
• [ ] Isalia: Add FL barge and Sandy 110 case studies to relevant modules
• [ ] Gus: Send Testing decks + Recovery Manager deck to Isalia (same day as meeting)
• [ ] Gus: Finalize Agility Way course; share with Isalia week of November 3

Related

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