Elodie Rignault

*Individual onboarding callsto take the time to listen to each person, their needs, their expectations, and their situation.

• Clearpresentationof how the program and resources work, so everyone knows where to go and what to start with.
• **Reassurance**, answering initial questions, guidance for the first steps so they feel comfortable from the beginning.

• **Verification of all administrative tasks**: contract signing, access, emails received… and resolution of minor startup glitches.

• **Management of minor technical or logistical issues**: Discord access, missing email addresses, contracts not received, lost documents, etc.

*Updating information in Airtableand relaying feedback to the Customer Success team to improve the overall experience.

• A genuine relationship of trust created from the first contact.
• Many administrative and access issues resolved quickly, which prevented stress and allowed participants to start with peace of mind.
• A smoother entry process, with fewer roadblocks and reassured, guided individuals ready to move forward.
• Participants who join the program with more clarity, more autonomy, and a better feeling from the first few days.

*Personalized onboardingto welcome each new client: welcome call, simple and clear presentation of the ecosystem, and guided platform familiarization.*Individualized supportbased on each person's situation, pace, and needs so they feel comfortable and autonomous from the first few days.
*Follow-upafter onboarding to ensure everything is going well, address minor concerns, and maintain a smooth and reassuring experience.*Ticket management and follow-up:listening to requests, rephrasing needs, and coordinating with internal teams to provide quick and appropriate solutions.

• Better adoption of the platform and program from the start.
• More confident learners, better supported, and more satisfied.
• Secure start thanks to a human and reassuring onboarding, which reduces doubts and the risk of withdrawal.