AMAR.YML

---
name: AM Account Review
description: Account Review template for AMs
title: "Account Review for domain.com"
labels:
  - Monthly
  - Task
body:
  - type: markdown
    attributes:
      value: "# Call Purpose"
  - type: input
    id: email
    attributes:
      label: "Email of domain or workspace admin who requested the call"
      description: Who booked the call? Enter their email address here.
      placeholder: hermione@hogwarts.com
    validations:
      required: true
  - type: checkboxes
    id: purpose
    attributes:
      label: "Which of the following retention-oriented actions did call support"
      description: Check all items that applied to this call.
      options:
        - label: "Promoted general customer retention"
          required: false
        - label: "Promoted customer growth"
          required: false
        - label: "Promoted feature adoption"
          required: false
        - label: "Obtained feedback that is useful to Expensify (i.e. churn call feedback, or feedback on a new feature)"
          required: false
        - label: "Established a relationship with a customer that hasn’t been engaged within the past 6 months"
          required: false
        - label: "Established an initial relationship with a newly assigned customer"
          required: false
  - type: textarea
    id: purposecontext
    attributes:
      label: "In what way did this call support the selected retention-oriented actions?"
      description: Add a short description of how this call supports the selected retention-oriented actions.
    validations:
      required: true
  - type: markdown
    attributes:
      value: "# Billing and Subscription Information"
  - type: checkboxes
    id: subscription
    attributes:
      label: "Subcription information"
      description: Check all items that apply to this customer.
      options:
        - label: "Annual Subscription"
          required: false
        - label: "Auto renew enabled"
          required: false
        - label: "Auto Increased enabled"
          required: false
  - type: input
    id: numactive
    attributes:
      label: "Number of active users on most recent bill"
      description:  
    validations:
      required: true
  - type: input
    id: numcommitted
    attributes:
      label: "Number of users their subscription is set for"
      description: Leave this blank if they are on PPU 
    validations:
      required: false
  - type: input
    id: endDate
    attributes:
      label: "Contract/Subscription End Date"
      description: What date does their contract end? Leave this blank if they are on PPU.
    validations:
      required: false
  - type: input
    id: trajectory
    attributes:
      label: "Usage trajectory"
      description: Look at their number of active users over the past 6 months. Is it increasing, constant, or declining?
    validations:
      required: true
  - type: textarea
    id: subnotes
    attributes:
      label: "Additional notes on subscription"
      description: If there are any additional notes you want to share about this customer's billing setup, add them here.
    validations:
      required: false
  - type: markdown
    attributes:
      value: "# Workspace information"
  - type: checkboxes
    id: configuration
    attributes:
      label: "Workspace Configuration"
      description: Check all items that apply to this customer. 
      options:
        - label: "Scheduled Submit enabled"
          required: false
        - label: "Advanced approval workflow enabled"
          required: false
        - label: "Workflow enforcement enabled"
          required: false
        - label: "Direct Reimbursement enabled (US only)"
          required: false
        - label: "Enabled Global Reimbursement"
          required: false
  - type: textarea
    id: integrations
    attributes:
      label: "What integrations are they using?"
      description: List any integrations the customer is using here. Direct integrations will be listed under the Connections tab on the workspace, while indirect integrations may show as an export template.
    validations:
      required: true
  - type: markdown
    attributes:
      value: "# Connected Cards"
  - type: checkboxes
    id: creditcard
    attributes:
      label: "Which type of card connection does the customer use?"
      description: Check all items that apply to this customer. 
      options:
        - label: "Expensify Card"
          required: false
        - label: "Commercial Card Feed"
          required: false    
        - label: "Direct Connection"
          required: false
        - label: "Company Card CSV upload"
          required: false
        - label: "Individual Cards added via employee accounts"
          required: false
  - type: textarea
    id: cardnotes
    attributes:
      label: "Additional notes on cards"
      description: If there are any additional notes you want to share about the customer card setup, add them here.
    validations:
      required: false   
  - type: markdown
    attributes:
      value: "# Engagement"
  - type: checkboxes
    id: engagement
    attributes:
      label: "How often does this customer engage?"
      description: Check all items that apply to this customer.
      options:
        - label: "Several times a week"
          required: false
        - label: "A few times each month"
          required: false
        - label: "Once every few months"
          required: false
        - label: "Almost never"
          required: false
  - type: textarea
    id: history
    attributes:
      label: "Concierge and GH history"
      description: Review the past 6 months of chats and GH history from the policy owner/admins to see if there have been any issues or problems reported and gauge sentiment. Link each item below with a short description and status.
    validations:
      required: true
  - type: markdown
    attributes:
      value: "# Potential Opportunities"
  - type: textarea
    id: opportunities
    attributes:
      label: "What are the main opportunities you see for improvement?"
      description: Review the customers billing, workspace configuration, company cards and domain setup and their sentiment, and suggest improvements which you plan to discuss on the call.
    validations:
      required: true
  - type: markdown
    attributes:
      value: "# Followup Steps"
  - type: textarea
    id: followup
    attributes:
      label: "Add a description of the followup steps you will take after this call"
      description: Explain each followup step you intend to take, and what you plan to include in the followup message. 
    validations:
      required: true   
  - type: checkboxes
    id: confirmations
    attributes:
      label: "Confirm you have completed all followup steps for this Account Review"
      description: Check off each item as it is completed. All items must be completed in order for the call to count for incentives.
      options: 
        - label: "The Account Review GH was created and the template fully completed before the call took place, with at least one item listed the Potential Opportunities section" 
          required: true
        - label: "Full and complete call notes with proper formatting (traffic lights, followup steps, etc.) were posted to #account-management within 24 hours of the call taking place. See here for call note requirements."
          required: true
        - label: "All items in the Potential Opportunities section were addressed during the call OR thoroughly discussed in the followup message"
          required: true
        - label: "All outstanding customer questions have been answered, or posed in Slack, GitHub, or StackOverflow for assistance." 
          required: true
  - type: checkboxes
    id: screenshots
    attributes:
      label: "Confirm you have added all required screenshots/links as a comment to this issue"
      description: Check off each item as it is completed. All items must be completed in order for the call to count for incentives.
      options: 
        - label: "Screenshot of the call calendar invite showing call date, time and attendees"
          required: true
        - label: "Screenshot or pasted contents of the call notes that were posted to Slack"
          required: true
        - label:  "Screenshot of the call followup message showing recipients, as well as date and time sent"
          required: true
        - label: "If there are any outstanding customer questions, a link to the Slack post, GH issue or StackOverflow was added" 
          required: true
  - type: textarea
    id: followupnotes
    attributes:
      label: "Additional notes on followup steps"
      description: If there are any additional notes you want to share about the call followup, add them here.
    validations:
      required: false