--- title: SOAR Training Outline & Sequencing Decisions — 2026-04-05 type: article created: '2026-04-05' updated: '2026-04-05' source_docs: - raw/2025-10-22-soar-check-in-96059976.md tags: - meeting - soar - training - instructional-design - agility-recovery - rise - onboarding - sales-enablement - csm - ae - microsoft-copilot - salesforce layer: 2 client_source: Agility Recovery industry_context: elearning transferable: false --- # SOAR Training Outline & Sequencing Decisions — 2026-04-05 ## Overview Working session between Gus Donelson (Agility Recovery) and Isalia Ramirez (Asymmetric) to align on the SOAR onboarding training outline and module sequencing. The meeting resolved several open structural questions: which sequencing option to adopt, how to handle the "Agility Way" course Gus has been building, and how to correctly categorize Testing and Recovery Manager content. **Attendees:** - Gus Donelson — Agility Recovery (external) - Isalia Ramirez — Asymmetric --- ## Key Decisions ### 1. Option B Sequencing Adopted Two sequencing options were presented. **Option B was selected** as the preferred structure. | | Option A | Option B (Selected) | |---|---|---| | **Week 1** | All foundational knowledge (Agility 101, Products, Copilot, Verticals) | Foundational + product flow ending with Agility Sales Story | | **Week 2** | All applied/sales skills | Applied skills (Prospecting, First Contact, Verticals, Presentation, Post-Sale) | | **Risk** | Information overload week 1; retention gap before application | Week 2 slightly heavier; verticals separated from product intro | **Rationale:** Option B provides a better balance of learning and application. Verticals appearing in week 2 is acceptable if modules include refresher callouts connecting back to week 1 product content. Both participants agreed this structure works regardless of whether the trainee is an AE or CSM. **Constraint:** This is not a 40-hour training week. The daily e-learning block is approximately 6 hours, leaving time for team integration and ILT activities. --- ### 2. "Agility Way" Course Replaces Three Modules Gus has an existing course called **"Agility Way"** that consolidates: - B-PACE - Discovery - Overcoming Objections These three will **not** be built as separate modules in SOAR. The Agility Way course will be plugged in as a unit. Placement: **before First Contact**, since the course covers call prep and voicemail strategy. Gus is still finalizing the course (adding visuals, replacing placeholders) and plans to **launch it internally the week of November 3**. He will share it with Isalia at that time for SOAR integration review. --- ### 3. Testing = Standalone Product Module Testing was previously treated as a process topic ("how do you solve testing?"). It is now clarified as a **product** — something Agility sells and also bundles with memberships. It belongs in the product section of week 1 alongside other product modules. Context: Agility performs ~400 tests annually (vs. ~45–50 actual recoveries). Testing is a core revenue and differentiation driver, particularly in cyber. --- ### 4. Recovery Manager = Distinct Role Module (Not CSM) The Recovery Manager and Customer Success Manager are **separate roles** with distinct functions: | Role | Function | |---|---| | **Customer Success Manager (CSM)** | Ongoing account management — renewals, add-ons, relationship, price changes | | **Recovery Manager** | Manages all active recoveries (the 800-number team) and all testing activities | The Recovery Manager is the operational glue during a declare event: takes the call, coordinates with tech services and operations, gets cost approval, deploys. Between events, they manage testing schedules. Gus will send Isalia two decks covering the Recovery Manager role today. --- ### 5. Product Module Structure Clarified The product section should be split into distinct modules: | Module | Covers | |---|---| | **Technology Equipment** | Hardware — computers, servers, printers | | **Communications** | Connectivity — satellite, LTE | | **Cyber Resilience** | Pen testing and growing cyber offerings (standalone; will expand over time) | | **Testing** | Testing as a product/service | | **Workplace Recovery / Power & Fuel** | Existing modules (no structural change discussed) | Cyber Resilience was confirmed as needing its own module — it is currently limited (pen testing) but Gus is actively expanding the offering. --- ### 6. Prospecting + First Contact Combined These two topics will be merged into a single module. The workflow: 1. Use **Microsoft Copilot** to research the prospect 2. Input findings into **Salesforce** opportunity record 3. Prepare for first contact using that research The combined module covers: building effective lists, researching prospects, success stories/social proof, and first contact preparation. --- ### 7. Modular Design Supports Role-Specific Paths The training is intentionally modular so content can be assigned selectively: - **All employees** (any department): Agility 101, industry landscape, mission/values - **All sales roles** (AE + CSM): Products, Verticals, Testing, Agility Sales Story, Agility Way - **AE-specific:** Prospecting, cold outreach, new business process - **CSM-specific:** Renewal conversations, add-on discovery, existing account management (content still being developed — Gus has not yet worked closely with the CSM team) --- ### 8. Healthcare Vertical Expansion The current healthcare module focuses primarily on regulatory differences. Gus has left comments in the existing course requesting expansion to include: - Nursing homes, skilled hospice specifics - State regulations beyond California (Texas flagged as a new relevant state) Isalia will review Gus's comments before building the updated module. --- ## Action Items | Owner | Action | |---|---| | **Gus** | Send Testing decks + Recovery Manager deck to Isalia (today) | | **Gus** | Finalize Agility Way course; share with Isalia week of Nov 3 | | **Isalia** | Update SOAR outline: split Comms/Tech, add Cyber module, move Testing to products, combine Prospecting + First Contact; send updated outline to Gus | | **Isalia** | Review Gus's healthcare comments; expand state regulations beyond CA | | **Isalia** | Begin building foundation modules in RISE before Friday meeting | | **Isalia** | Apply Option B sequencing in RISE; add refresher/connection callouts between modules | | **Isalia** | Add case studies to relevant modules (FL barge generator story; Tropical Storm Sandy — 110 declares, all recovered, including 911 call center) | --- ## Relevant Transcript Excerpts **On adopting Option B:** > "I kind of like this one… testing just kind of felt out of place on the other one. It is a product, right? Like we sell it… I think this balances out more of the learning and applying." — Gus **On the Agility Way consolidation:** > "B-PACE, Discovery, and Overcoming Objections will all be part of that [Agility Way]. So that may just be able to be plugged in… it'll take the place of B-Pace Discovery and Overcoming Objections." — Gus **On Recovery Manager vs. CSM:** > "A customer success manager is just your ongoing rep… The recovery manager is the ones that, if you call that 800 number to declare, that's who picks up the phone… they're the glue that happens anytime there's a recovery. That's their big one. Number two, they are the team that does all of the testing." — Gus **On training scope:** > "I'm not going to make this a 40-hour week… I think it's only like six hours a day or seven hours a day or something like that." — Gus **On modular philosophy:** > "If you come work for Agility, I don't care if you're in marketing, I don't care if you're in sales, if you're in finance — I'm going to assign you these courses because you just need to know about us." — Gus --- ## Related - [[clients/current/agility-recovery/_index]] - [[clients/current/agility-recovery/soar-training-program]]