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).
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.
| Order | Module |
|---|---|
| 1 | Agility 101 (Industry Landscape → Mission & Values) |
| 2 | Business Model |
| 3 | Products: Technology Equipment |
| 4 | Products: Communications (Satellite / LTE) |
| 5 | Products: Cyber Resilience (standalone) |
| 6 | Products: Testing (standalone product module) |
| 7 | Recovery Manager Role (standalone role module) |
| 8 | Agility Sales Story |
| Order | Module |
|---|---|
| 1 | Prospecting & First Contact (combined module) |
| 2 | Microsoft Copilot (effective prompting, Salesforce workflow) |
| 3 | Vertical Solutions (Financial, Healthcare, Manufacturing/Supply Chain + 4 additional) |
| 4 | The Agility Way (replaces B-PACE, Discovery, Overcoming Objections) |
| 5 | Presentation Skills |
| 6 | Post-Sale Follow-Up & Member Onboarding |
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.
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 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.
These two roles are frequently confused and must be clearly differentiated in training:
| Role | Function |
|---|---|
| Customer Success Manager (CSM) | Ongoing account management; handles renewals, add-ons, cancellation saves |
| Recovery Manager | Manages all active recoveries (declares) and all testing activities; the operational "glue" during a disaster event |
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.
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
The product suite is split into discrete modules (not grouped):
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
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.