This article is designed for schools who do not require a migration due to being a brand new school to help them understand the different roles and responsibilities needed during your onboarding to ensure their journey is a success. It also details the teams they will interact with at Arbor.
Arbor Roles & Responsibilities
Digital Onboarding Team
The Digital Onboarding team support schools through their 'onboarding' process. They are accountable for your initial success on Arbor and are available if you have any onboarding specific questions.
Your onboarding team are happy to go through any questions you have regarding your move to Arbor. Please email them at myonboarding@arbor-education.com. The team are happy to speak to you on the phone if you have a complex query or would prefer to speak to someone directly. Please just mention on your email that you'd like them to call you back.
Partnership Team
The Partnership Teams are responsible for the commercial agreement between the schools and Arbor. You will have spoken to this team when originally signing up to Arbor and will speak to them again around the time of your renewal.
You should contact this team if you want to upgrade your package or add any services (such as training) to your contract.
Customer Success
The Customer Success Managers will be your main point of contact after your onboarding has ended. They are responsible for:
- Ongoing contact once your onboarding is complete
- Long term success on Arbor
- New developments, events and news.
Note: The team only works with customers who take their support from Arbor. Any customers that are supported by a partner, will receive a similar service from them.
School Roles and Responsibilities
Setting up a new MIS is a large undertaking with lots of moving parts so you want to ensure that you have the right people in place across the organisation to help you with this change. You should look to have the below roles in place throughout your implementation:
School Project Lead
Your school should appoint a Project Lead and their responsibilities will include:
- Helping the team across the school to drive success.
- Coordinating and communicating the training plan and ensuring that the correct staff are trained on Arbor.
- Managing the setup of your site including data entry to ensure you are ready for launch.
- Reporting back on the status of your implementation to the wider school team.
- Help ‘champion’ the benefits of Arbor across the teams.
- Identify and control any resistance to change across the school.
- They will become Arbor experts in the school. They will be able to support their wider team with any ‘how do I’ type questions.
The Project Lead should be someone who has a good knowledge of the school’s processes, workflows, and people and someone who is a great communicator.
Data & IT Support
This will be someone who will be familiar with all the IT systems across the school. Their responsibilities will include:
Contacting any third-party applications that you wish to continue using on Arbor and notifying them of the change.
Ensuring that any third-party applications are set up on Arbor for launch.
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