MAT Team - Roles & Responsibilities
This guide is to help you understand the roles required to ensure a successful onboarding to Arbor, we'll also explain the roles we have at Arbor to support you throughout your entire journey with us!
Please note the following can vary for a GroupCall API migrator, we are working on adding the GroupCall Migrator specifications to this guide. If you need to raise any data discrepancies post migration please contact Arbor support or your dedicated partner and we will be advised of the next steps.
Main point of contact for the project. Good knowledge of your MAT processes and workflows and ensuring the programme remains on track. Will be responsible for attending weekly status calls and alongside your Arbor Programme Manager, keeping everything on track.
Sets the high level vision, success criteria and evaluates with Arbor Programme Manager against shared success plans. Typically gets involved at key project milestones, such as performance reviews.
Areas of ownership across the MAT & subject expertise. Authority to make key decisions in specific areas is the Trust are aligning in, for example assessment or behaviour. May be involved at different stages of the programme. Please update any contact details in the ‘Roles & Responsibilities’ tab of your onboarding workbook.
Authority on data, has the ability to support schools throughout the programme with third parties and data migration. Level of involvement in school’s data transfer is dependent on the Trust’s approach to the programme.
We need one point of contact for each of your schools, this person will receive the ‘week by week’ onboarding guide and be invited to attend a Kick off call. Please update this information in the ‘Roles & Responsibilities’ tab your onboarding workbook.
Arbor Team - Roles & Responsibilities
You will be fully supported throughout your Journey with Arbor, will have in place the following roles to ensure you are successful each step of the way
Helping with the strategic plan, the rollout of Arbor at your schools.
Your Programme Lead will get in touch before we start working with your schools to ensure we have planned for a lined up approach and we have discussed your objectives as a MAT. Your Programme Manager will work closely with trust throughout your onboarding.
Our Partnership Management and Sales Teams are here to help ensure you have the best contract and subscription for your MAT/School.
- MATs should be offered a regular review with a Partnership Manager to look at your contract and the opportunities across our wider products and services for you and your schools
- Contact this team if you would like to speak to us about purchasing additional modules, upgrading your Arbor package or investing in training, our dedicated Customer Sales team would be happy to help.
- This is also the team to work with you effectively on contract renewals and re-procurement.
Arbor Customer Success Management Team
Our Customer Success Management Team is here to help ensure you get the most of your MIS and achieve the outcomes on Arbor that you are aiming to.
You should be offered a regular review with a CSM to cover:
- Agree outcomes and review progress of these
- A review of your account health and opportunities for improvements
- Past and future product releases
- Customer satisfaction scores for your account
- Support performance
- Training opportunities
You will also be sent data at regular intervals showing you a snapshot of your MIS usage with the aim of helping you identify areas of the system which may be of further use to you.
NB. If you take your Arbor Support for a Third Party Support Provider, they will work with you to ensure your success on Arbor (and you will not have access to our Customer Success Management Team)
Our experienced team are on hand to answer any of your queries and questions throughout your journey with Arbor. However you may have chosen a 3rd party support partner for this. If this is the case you will still have access to all our of guides and videos.
Your Programme manager is responsible for the overall roll out across your MAT. However each school will also be directly supported directly by either the Primary Onboarding team or one of our experienced Secondary Project Managers.
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