Develop a RACI matrix with clearly defined roles for Responsible, Accountable, Consulted and Informed to promote collaborate and enable teams to work better together

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Better Together
Cross-Team Collaboration & the RACI Model

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Session Goal
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CSO is ONE Team with MANY Strengths.
Establish a framework that enables each of us to work better together
Workshop:
Understand how RACI works
After Chicago:
• Identify the critical activities for
Customer Success Organization
• Extend the RACI Matrix for entire GPC

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Agenda
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 What is RACI? 15 min
 Hands on work shop 25 min
 Share your Learning's 15 min
 Wrap up 5 min

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Successful Collaboration Projects in NAMER
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RACI
A framework for creating collaborative Relationships
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Responsible
• Who takes the action
• Person who
completes a
particular
process/task or leads
the person who
completes the task
• Responsibility level is
determined by
individual who is
“Accountable”
Accountable
• Person with decision
Authority
• Only one A per
activity
Consulted
• Kept “in the loop”
• Person consulted for
input, information,
insights and
perspectives before
a final decision is
made
• Two way
communication
Informed
• One way
communication
• Normally after activity
has been performed,
or decision has been
made

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Developing the RACI Matrix
A framework for creating collaborative Relationships
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1. Clarity for most critical things – Not necessarily EVERYTHING we do
2. Directional Clarity – Not necessarily 100% accuracy
3. Due Diligence – not guess work
4. R and A is required for each activity. Only one accountability per activity
5. It takes a few iterations to get this right.

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Developing the RACI Matrix
How it can help uncover a few opportunities….
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A
• Too many A’s = Need to understand better
• No A = Big trouble = decision will be slow and work adhoc
R
• No R’s = Is Anything being done ?
• Lot’s of R = one person has too much work?
• No R or A = Trouble
• Too many R’s = Are we playing chinese whisper or pass the ball?
C and Is
• Too many C’s = Opportunity for efficiency
• Too many I’s = Opportunity for efficiency

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Client Interaction Point
TC KPIs Key activity Tiers Accountable Responsible Consulted Informed Tools
Use Case/ CommentsAll activities captured across
team/business
Who is accountable for
this activity?
Who is responsible for
doing this activity?
Who's point of view
needs to be
included?
Who just needs to know
what is happening?
How to request/ track?
Jobs
Education All tiers Marketing Sales/ RPC TC TC
Limited Listings,
New features
Jobs Analytics (QBR) All tiers RPC Biz Analytics TC TC Jobs Dashboards
Presales All tiers Sales Sales TC / RPC Einstein request
Retention All tiers RPC RPC TC Merlin , Dashboards
Utilization Rate Utilization All tiers RPC TC TC go/jobsdashboard
Attach Rate Automation All tiers TC TC RPC/ Sales ES SFDC report
Liquidity All tiers Products Products/ Marketing TC RPC/ ES Products Dashboards
Jobs Automation
Sales/ RPC Education All tiers TC Sales Effectiveness TC Einstein request
Customer Education
Utilization Rate Job Automation Analytics All tiers TC Sales Ops go/jobsdashboard
Wrapping, Distribution
Attachment Rate Presales All tiers TC Sales RPC Einstein request
Attachment Rate, SLA
for onboarding
Post Sales Onboarding All tiers TC TC RPC/ Sales ES
JW Implementation
request
Hand Over to ES TC TC ES RPC/ Sales Status = Live in SFDC
Post Go Live Support All tiers ES ES TC RPC/ Sales lcshelp / SFDC tracking
Issue with the
automation
Ongoing Account
Management
All tiers TC RPC Sales ES TBD Utilization reduces for
an existing account
Change Management All tiers TC TC RPC/ Sales ES/ RPC/ Sales TBD
Customer request a
change in automation
strategy, Request will
come to TC through
Sales or RPC
Integrations
Education All tiers TC RPC, Marketing BD, Products Einstein request Changes in API, New
Parnerships etc
Presales All tiers TC RPC Marketing, BD Einstein request
Onboarding All tiers TC TC RPC/ Sales TBD
Post Go Live Support All tiers TC TC RPC/ Sales TBD
Change Management All tiers TC TC RPC/ Sales TBD
Example: Tech Consulting RACI (WIP)

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Workshop

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Each table is a team - with TC, CEC, RPC and CES representation
25 minutes
Workshop (25 min)
– Review the Challenge
– Review the RACI
– Brainstorm a solution
 2-3 teams will be asked to share their learning (15 min)
– 1 speaker
– 1 slide/ Poster sheet
 Other share your findings in the Chatter group and email to Manisha
Workshop format

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The RACI Challenge
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Client Situation:
 40 LinkedIn Recruiter Licenses ; recruiters are said to be overloaded
 260 LinkedIn Job Slots :
 180 posted via eQuest Job Distributor
 80 posted manually.
 One Gold Career Page for ACME Corporation with 150K+ followers.
 10 Brands with each a company page and a silver career page affiliated to the ACME Corporation Page.
 ACME use the ATS Taleo but we don’t know how many instances.
 ACME Career Site has >400 open positions that seems to include a few distinct brands.
 They have offices all over the world with majority of user in USA, a 2 member office in Dublin, 1 member in Canada, 1 in
Brazil and they are recently opened an office in Dubai
Your Challenge :
• Identify Key Activities required for Discovery, Implementation, Account Management, Change
Management and support
• Identify RACI for each activity to foster clarity with team and with Customers
• Identify Handoffs for each step if any
• Identify Key opportunities to drive Customer Success that will result in Upsell, Retention.

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Workshop Results & Conclusion
RPC-TC Collaboration Workshop
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So what
How will RACI make my life easier?
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 Clarifies roles and responsibilities - prevents conflicts and confusion
between team members
 Improves Team Communication:
 Enables Effective Decisions Making: By identifying critical activities, RACI
enables effective and faster decision making

15. The important thing is not to stop questioning.
Curiosity has its reason for existence.
- Albert Einstein

16. Thank You