ExCITE is how we show up every day — for our customers, our team, and the plants we support.
These values guide how the SMS Team communicates, documents, escalates, supports production continuity, and improves after every customer interaction.
Customer Success Operating System
Customer Success Hub
Executive command center for value realization, account health, risk governance, onboarding readiness, and audit-ready customer success execution.
ValueCS plans + QBRs
RiskMIR / RCA tracking
GovernanceISO-ready workflows
Our Culture: The ExCITE Values
Who We Are
Connected Manufacturing · SMS Team · Confidential
ExcellenceCustomer CommitmentIntegrityTeamworkEvolution
Excellence
We hold ourselves to the highest standard in everything we do — technical quality, communication, documentation, and follow-through.
Customer Commitment
Our customers' production continuity comes first. Every decision, priority, and escalation starts with customer impact.
Integrity
We act with honesty and transparency in every interaction and partnership — internally and externally, always.
Teamwork
We succeed together. Collaboration, shared ownership, and helping teammates across skill levels is central to how we operate.
Evolution
We continuously learn, adapt, and improve. Every incident, deployment, and customer interaction is an opportunity to get better.
CS Vision & Ownership
Champions of client value realization
Customer Success owns the customer relationship rhythm, success planning, risk visibility, value narrative, and internal coordination needed to help MES clients achieve outcomes.
CS Owns
Success planning and account health
Success plans, QBR/EBR preparation, stakeholder alignment, health reviews, renewal risk visibility, adoption and value narratives.
CS Supports
Delivery, support, product, and commercial alignment
Coordinate with PMO, SMS, Sales, Support, Solutions, and Product while keeping customer commitments clear and documented.
Trusted partner for measurable outcomes
Our team serves as the customer’s trusted partner for value realization, account health, onboarding readiness, and executive alignment. We bring structure, clarity, and follow-through so every customer engagement is tied to outcomes that matter: uptime, throughput, quality, compliance, and growth.
Our CS principles
How we make customer success repeatable, measurable, and audit-ready.
Customer value firstEvery engagement should connect to a measurable customer outcome, not just activity or motion.
Proactive over reactiveWe aim to identify risk early, reduce surprise, and act before issues become escalations.
One aligned teamCS orchestrates across Delivery, Product, Support, Sales, PMO, and leadership so the customer experiences one coordinated partner.
Audit-ready executionWe document decisions, follow through on actions, and maintain the evidence needed for regulated environments.
Repeatable excellenceWe standardize success plans, QBRs, health reviews, and escalation workflows so quality is consistent across accounts.
Executive Dashboard
Leadership-ready view of value, risk, and action.
Use this home page to quickly see what needs attention, where risk exists, and where the team should act next.
Customer Success scorecard
Summary of the active CS operating system across incidents, RCA/CAPA, generated success plans, and customer-facing reporting.
0Total MIRsIncident register
0Total RCAsRCA/CAPA register
0CS PlansClient-facing plans
0Customer-Facing MIRsExternal reports
Priority actions
Common executive workflows are one click away.
Recent MIRs
Newest reportable incident records.
| ID | Incident | Status | Owner |
|---|---|---|---|
No MIR records yet. | |||
Recent RCAs
Newest RCA/CAPA records.
| ID | Customer | Status | Owner |
|---|---|---|---|
No RCA records yet. | |||
Why It Matters
One hub. Clear ownership. Faster customer outcomes.
Customer Success needs a single, auditable operating system for account health, value realization, escalations, onboarding, and leadership visibility.
Customer Success · Vision + Ownership
CS owns measurable value, visible risk, and shared customer governance.
Connected Manufacturing Customer Success exists to increase sustainable, proven profitability for customers and Connected Manufacturing. The team connects every engagement to measurable manufacturing outcomes, proactive health signals, and cross-functional execution.
CS owns the operating rhythm that connects customer outcomes, risk visibility, internal accountability, and executive-ready communication.
Customer value first
Outcomes over activities
Data-driven + proactive
Cross-functional by design
Supporting Principles
How Connected Manufacturing CS turns the vision into daily operating behaviors.
01
Customer value first
CS increases sustainable, proven profitability for customers and Connected Manufacturing — not just churn prevention.
02
Outcomes over activities
Every engagement links to operational and business outcomes such as OEE, downtime, throughput, scrap, and compliance.
03
Data-driven and proactive
Health scores, adoption data, ticket patterns, and feedback guide engagement, escalation, and prioritization.
04
Cross-functional by design
CS orchestrates SMS/FLS, PMO, Delivery, Product, and Sales through shared account governance and common artifacts.
Own the value narrative
CS keeps the customer, executives, and internal teams aligned on a quantified story of impact.
Measurable value frameworks
- Maintain joint success plans for key accounts.
- Use 3–5 outcomes tied to manufacturing KPIs.
- Anchor QBRs/MBRs around outcome progress.
Adoption priorities + playbooks
- Define critical behaviors by customer segment.
- Use prescriptive playbooks by health state.
- Connect onboarding and change management to adoption.
Executive-ready status
- Maintain snapshots for strategic accounts.
- Show value realized, milestones, key risks, and sponsor asks.
- Support formal executive sponsorship.
Outcome: CS can answer “How is this customer doing?” in one slide, backed by data and agreed outcomes.
Reduce surprise risk
Shift from reactive firefighting to proactive detection, visibility, and prescriptive action.
Advanced health model
- Blend usage, outcomes, relationship signals, support, and financial metrics.
- Define clear thresholds and playbooks.
- Ensure green/amber/red statuses trigger actions.
Structured reviews + governance
- Run periodic internal health reviews.
- Include CS, SMS/FLS, Support, and Product.
- Document decisions, owners, and due dates.
Escalation + incident learning
- Formalize technical, commercial, and relationship pathways.
- Feed RCA/MIR and ticket data into risk plans.
- Track learnings in a continuous improvement backlog.
Outcome: Major churn or escalation events are rarely surprises; emerging risks are visible early and handled through defined playbooks.
Coordinate with shared governance
CS leads a coordinated system around the customer instead of acting alone.
Unified account governance
- Chair regular cross-functional reviews for strategic accounts.
- Use shared success plans, risk registers, roadmaps, and sponsor assignments.
- Tie artifacts to common data sources.
Executive sponsorship
- Pair senior leaders with key customer executives.
- Prepare briefings, value stories, and clear sponsor asks.
- Track sponsor KPIs such as retention, NPS, and expansion.
Product + quality loop
- Quantify blockers, outcome gaps, and feature themes.
- Feed themes into roadmap discussions.
- Align success plans, RCAs, surveys, and reviews to ISO-style traceability.
Outcome: Customers experience Connected Manufacturing as one aligned partner, not disconnected teams.
Making the Vision Operational
Best-in-class CS turns vision language into templates, metrics, dashboards, and habits.
Frameworks + templates
Standardize success plans, QBR decks, executive briefings, health review docs, and RCA summaries so every template asks: “What value did we create?” and “What risk did we reduce?”
Metrics + incentives
Measure value attainment, health coverage, risk prediction accuracy, and governance participation — not only activity counts.
Communicate + reinforce
Keep the CS vision short, repeatable, visibly sponsored by executives, and embedded in enablement, playbooks, dashboards, and the CS Hub.
CSM decision prompt: What value did we create, and what risk did we reduce?
Governance prompt: Who owns the next action, by when, and where is the evidence stored?
Executive prompt: Can this account status be explained in one slide with data-backed outcomes?
Why It Matters
Customer Success connects the technical delivery motion to measurable business value.
For customers
Predictable communication, clear escalation ownership, transparent next steps, and a success plan tied to outcomes they care about.
For Connected Manufacturing
Higher retention, stronger handoffs, cleaner audit evidence, and repeatable executive reporting across MES accounts.
Live Dashboard
Operational view for account health, escalations, value realization, submitted MIRs, reportable RCAs/CAPAs, and CS activity.
Green Accounts
On Track
12Account health baseline
Watchlist
Monitor
4Risk review needed
Open Escalations
Active
3Current escalation queue
Reportable Records
MIR + RCA
0 / 0Submitted MIRs / saved RCAs
Major Incident Report Register
Submitted MIRs are locked for editing and stored locally for future reference/reporting. Connect this register to SharePoint List or Dataverse for enterprise persistence.
Open / Draft
0Closed
0Customer-Facing
0Production Impacted
0| MIR ID | Incident Title | Status | Owner | Target Closure | Customer-Facing | Formal MIR | Submitted |
|---|---|---|---|---|---|---|---|
No submitted MIRs yet. Submit a Major Incident Report to populate this dashboard. | |||||||
RCA / CAPA Register
Saved RCA Root Cause Analysis records are reportable, searchable, and visible for tracking, CAPA transparency, evidence follow-up, and leadership review. Connect this register to SharePoint List, Wrike CAPA tasks, and Power BI for enterprise persistence.
Open RCA
0Draft, review, and CAPA active
Closed RCA
0Closed records
Pending Approval
0Submitted / pending approval
Repeat Issues
0Repeat issue marked Yes
| RCA ID | Customer | Related MIR / Ticket | Severity | Status | Owner | CAPA Owner | Due | Category | Saved |
|---|---|---|---|---|---|---|---|---|---|
No saved RCA records yet. Save an RCA Root Cause Analysis to populate this dashboard. | |||||||||
HubSpot Active Accounts
Accounts
Live account visibility now points to the approved HubSpot report for all active accounts.
Source of truth
Active Accounts Report
This page is configured to display the HubSpot active-accounts report. HubSpot may require SSO and may block embedded viewing outside the HubSpot app; when that happens, use the launch button to open the report directly.
HubSpot report preview
If the report does not render because of HubSpot security headers, open it in HubSpot.
Launch Report ↗
Admin note: replace this with an approved embedded HubSpot dashboard iframe or Power BI/SharePoint integration if HubSpot does not allow direct iframe display in the intranet.
Resource Center
High-value team resources, templates, playbooks, and support materials.
Customer Success Plan SOP
Step-by-step standard work for building, reviewing, and maintaining CS plans.
Forms & Templates Library
MIR, RCA Root Cause Analysis, CS plan, health review, onboarding milestone, and governance templates.
Team Onboarding
Role-based 30/60/90 readiness roadmap for Customer Success team members.
Team Tool Stack
Customer Success systems grouped by workflow, each with a recognizable favicon/logo and practical use blurb.
Production-ready tool launcher: tools are categorized, searchable, badge-labeled by usage level, marked SSO-ready, and protected with favicon/logo fallback logic. Replace public launch URLs with approved Connected Manufacturing SSO URLs during deployment.
Customer, Pipeline + Account Intelligence
Systems used to manage customer records, pipeline context, value realization, and executive reporting.
Delivery, Work Management + Documentation
Tools that keep customer work, evidence, templates, approvals, and shared documentation controlled.
Core
Wrike
Project and task management for CS actions, escalations, readiness items, and cross-functional follow-up.
SSO ReadyLaunch Tool CoreSharePoint
Controlled document libraries for SOPs, templates, customer artifacts, forms, and auditable evidence.
SSO ReadyLaunch Tool CoreMicrosoft 365
Core productivity suite for email, files, spreadsheets, presentations, approvals, and collaboration.
SSO ReadyLaunch Tool OptionalBlueworks
Process mapping workspace for documenting CS workflows, handoffs, and continuous improvement opportunities.
SSO ReadyLaunch Tool OptionalAdobe Creative Suite
Creative and PDF tooling for polished customer-facing materials, diagrams, forms, and presentation assets.
SSO ReadyLaunch ToolCommunication, Meetings + Sign-Offs
Tools used to communicate with customers, capture decisions, route approvals, and document acceptance.
Optional
Fireflies
Meeting transcription and summaries to preserve decisions, action items, risks, and customer commitments.
SSO ReadyLaunch Tool OptionalDocuSign
Electronic signature and controlled approvals for customer sign-offs, acceptance records, and agreements.
SSO ReadyLaunch Tool OptionalRingCentral
Business calling and communications support for customer outreach, coordination, and follow-up.
SSO ReadyLaunch ToolSecurity, Access + Compliance
Operational controls that protect customer data, manage access, and support compliance readiness.
Core
Bitwarden
Secure password and secrets management for controlled access to approved customer and internal systems.
SSO ReadyLaunch Tool CoreVanta
Compliance automation and evidence tracking for security posture, audit readiness, and control monitoring.
SSO ReadyLaunch Tool AdminSophos
Endpoint and threat protection reference for security posture, device protection, and incident awareness.
SSO ReadyLaunch Tool AdminLogicMonitor
Infrastructure and service monitoring context for uptime, alerting, and operational risk visibility.
SSO ReadyLaunch Tool OptionalPrism / RE360
Operational reference system for field or service-related visibility where assigned by the business.
SSO ReadyLaunch ToolPeople, Learning + Administration
Resources for training, HR coordination, performance, recruiting, operating cadence, expenses, and team administration.
Optional
15Five
Performance check-ins, goals, feedback, and manager conversations supporting team development.
SSO ReadyLaunch Tool AdminGoCo
HR system for employee records, org data, onboarding reference, and people administration.
SSO ReadyLaunch Tool CoreLearning Center / Siemens
Siemens learning and enablement reference for product knowledge, training modules, and certification support.
SSO ReadyLaunch Tool OptionalStrety
Operating rhythm and accountability platform for scorecards, meetings, rocks, issues, to-dos, and leadership follow-through.
SSO ReadyLaunch Tool AdminExpensify
Expense submission and reimbursement workflow for travel, customer meetings, and approved business costs.
SSO ReadyLaunch ToolForms & Templates Library
Reportable CS templates and operational forms with consistent ownership, audit-ready structure, and direct access to the MIR and RCA workflows.
MIR Form
Major Incident Report — reportable incident documentation and closure record.
RCA Root Cause Analysis
Structured root cause analysis for issues, corrective actions, ownership, and closure evidence.
Customer Success Plan
Customer goals, success criteria, stakeholders, cadence, risks, and measurable outcomes.
Health Review
Monthly/quarterly account health review template for CS governance.
Onboarding Milestone Sign-Off
30/60/90 readiness acknowledgment and manager approval evidence.
Change / Escalation Intake
Capture customer impact, priority, owner, due date, and escalation pathway.
Customer Success Plan Process
Customer Success Plan Process — Connected Manufacturing
A best-in-class, outcome-based operating model for MES customer value delivery, surprise-risk reduction, and cross-functional account governance.
CS North Star
Make every plant measurably better, every quarter.
Connected Manufacturing CS owns the value narrative, reduces surprise risk, and coordinates the right teams around every MES customer outcome.
This process turns success planning into a living governance system: measurable outcomes, health visibility, executive-ready reporting, and documented follow-through.
Customer Value First
CS exists to increase sustainable, proven profitability for customers and Connected Manufacturing, not simply to prevent churn.
Outcomes Over Activities
Every engagement links to operational and business outcomes such as OEE, downtime, throughput, scrap, compliance, adoption, and audit readiness.
Data-Driven + Proactive
Health scores, adoption data, support trends, customer feedback, and financial signals drive prioritization and escalation.
Cross-Functional by Design
CS orchestrates a unified experience across SMS/FLS, PMO, Delivery, Product, Support, and Sales through shared governance.
1. Own the Value Narrative
CS is accountable for making sure the customer, executives, and internal teams share a quantified story of impact.
Measurable Value Frameworks
- Maintain a joint success plan for each key account.
- Define 3–5 outcomes tied to manufacturing KPIs.
- Anchor QBRs/MBRs around outcome progress, not feature tours.
Adoption Priorities + Playbooks
- Define critical behaviors by customer segment and role.
- Use health-state playbooks to drive adoption and change management.
- Connect adoption motion to retention, ARR protection, and expansion readiness.
Executive-Ready Status
- Maintain current value realized, milestones, key risks, and sponsor asks.
- Use one-slide account snapshots for leadership visibility.
- Support formal executive sponsorship for strategic customers.
2. Reduce Surprise Risk
Move from reactive firefighting to proactive detection, visibility, and prescriptive action.
1
Advanced Health Model
Blend product usage, outcome attainment, relationship signals, support data, financial metrics, and renewal timing into a composite account view with defined thresholds.
2
Health Reviews + Governance
Run periodic internal reviews with CS, SMS/FLS, Support, Product, Delivery, and Sales; document decisions, owners, and due dates.
3
Clear Escalation Paths
Define when technical, commercial, and relationship risks require SMS/FLS, Sales, Product, Delivery, or executive involvement.
4
Learn From Incidents
Use MIR/RCA outcomes, ticket trends, and CAPA actions to update risk assessments, prevention plans, SOPs, training, and dashboards.
3. Coordinate Across Teams With Shared Governance
Customers should experience Connected Manufacturing as one aligned partner, not disconnected functions.
Unified Account Governance
- CS chairs cross-functional reviews for strategic accounts.
- Shared artifacts include success plan, risk register, roadmap, MIR/RCA insights, and executive sponsorship assignments.
- All artifacts tie to the same source data and ownership model.
Executive Sponsorship Program
- Pair senior Connected Manufacturing leaders with executive counterparts at key customers.
- CS prepares briefings, value stories, risk context, and clear asks for each sponsor interaction.
- Track sponsor engagement against retention, NPS, expansion, and risk reduction.
Closed Feedback Loop
- Curate account themes: outcome gaps, blockers, feature requests, defects, and adoption friction.
- Quantify impact and feed themes into Product and Engineering roadmap discussions.
- Communicate status back to customers so feedback becomes visible improvement.
Quality + Compliance Integration
- Align success plans, RCAs, surveys, health reviews, and improvement actions to ISO-style quality records.
- Make customer satisfaction, corrective actions, and continuous improvement traceable and auditable.
- Use CS Hub dashboards to expose trends and accountability.
4. Make the Vision Operational
The vision only matters if it changes decisions, templates, metrics, and daily behaviors.
Frameworks + Templates
Standardize success plans, QBR decks, executive briefings, health reviews, RCA summaries, and renewal/expansion snapshots around value created and risk reduced.
Metrics + Incentives
Measure value attainment, health coverage, risk prediction accuracy, governance participation, adoption outcomes, and executive sponsor engagement — not activity counts alone.
Communicate + Reinforce
Keep the vision short, repeatable, executive-sponsored, and visible in onboarding, playbooks, templates, dashboards, and CS operating rhythms.
CS Plan Operating Flow
Use this workflow to create, maintain, govern, and report customer success plans.
1
Intake
Gather account context, contract scope, stakeholders, delivery history, open risks, support trends, product usage, and executive expectations.
2
Define Outcomes
Document 3–5 measurable outcomes tied to uptime, throughput, scrap, compliance, adoption, audit readiness, and customer value realization.
3
Build the Plan
Capture owners, milestones, cadence, adoption priorities, success criteria, risks, blockers, and cross-functional support needs.
4
Govern
Run health reviews, QBR/MBR prep, escalation reviews, and leadership check-ins using the same success plan and risk register.
5
Report Value
Maintain an executive snapshot of realized value, upcoming milestones, risk posture, prevention actions, and sponsor asks.
Operating Cadence
Recommended rhythm for keeping the CS Plan current, auditable, and actionable.
Weekly
Update open actions, blockers, escalations, key support trends, and customer communications.
Monthly
Review health score, adoption progress, milestone movement, risk signals, and value indicators.
Quarterly
Prepare QBR/MBR narrative, executive sponsor briefing, roadmap themes, governance actions, and commercial risks.
After Incidents
Update risk register with MIR/RCA outcomes, CAPA items, root cause learnings, and prevention commitments.
Required Plan Elements
- Customer goals and measurable success criteria
- Stakeholders, sponsors, lifecycle phase, and operating cadence
- Adoption priorities and role-based critical behaviors
- Risk register, dependencies, owners, and due dates
- Value realized, renewal outlook, and next executive-level ask
Role Ownership
- CS: Owns value narrative, governance, customer health, and executive readiness.
- SMS/FLS: Feeds incident, support, stability, and MIR/RCA signals into the plan.
- PMO / Delivery: Aligns milestones, project risks, dependencies, and implementation actions.
- Product / Sales: Supports roadmap feedback, expansion signals, sponsor engagement, and commercial alignment.
Team Onboarding
Functional 30/60/90 pages with working in-page routes.
Days 1–30 Orientation + Access
Big-picture orientation, systems access, terminology, and shadowing plan.
Days 31–60 Guided Ownership
Guided health reviews, workflow immersion, and CS plan practice.
Days 61–90 Independent Contribution
Own account motions, risk escalations, and readiness to operate independently.
Enablement Glossary
CS Glossary
Customer Success, platform, compliance, operations, and regulated-industry terms for onboarding, QBR prep, account planning, escalation notes, and cross-functional handoffs.
How to use it: Prefer plain customer-facing language first, then introduce regulated or technical terms as needed. This glossary connects product capability to customer outcomes such as faster time to value, lower risk, better compliance, and stronger renewal outcomes.
Total Terms
64Searchable glossary entries
Categories
5CS, platform, compliance, operations, regulated industry
Primary Use
QBREnablement, handoffs, escalations
Audience
CS + SMSCross-functional alignment
Showing 64 glossary terms.
Customer Success terms
17 terms| Term | Definition | CS relevance |
|---|---|---|
| Adoption | The degree to which customers use the product, features, and workflows as intended. | A leading indicator of value realization and renewal likelihood. |
| ARR | Annual Recurring Revenue. | A core commercial metric CS helps protect and grow. |
| Churn | Loss of customers or recurring revenue over a period. | A key outcome CS works to prevent through engagement and value delivery. |
| Customer Health Score | A composite metric that predicts renewal, expansion, or churn risk. | Helps CS prioritize account action and escalation. |
| Customer Journey | The end-to-end lifecycle from sale to onboarding, adoption, renewal, and expansion. | Gives CS a shared framework for lifecycle management. |
| Customer Onboarding | The process of transitioning a new customer to successful product use. | Establishes the foundation for time-to-value and retention. |
| Expansion | Additional revenue from upsell, cross-sell, or increased usage. | CS influences expansion by proving value and identifying unmet needs. |
| Handoff | Transition of responsibility between Sales, Implementation, Support, and CS. | Prevents customer experience gaps and missing commitments. |
| NPS | Net Promoter Score, a measure of customer advocacy. | Useful for measuring sentiment, but should be paired with behavior and outcomes. |
| Onboarding Plan | The structured set of milestones, owners, and dates for getting a customer live. | Aligns customer and internal teams on launch success. |
| Renewal | The customer’s decision to extend the contract for another term. | The clearest proof point of ongoing value. |
| Renewal Forecasting | Predicting the likelihood and timing of renewals. | Helps CS and leadership manage retention risk early. |
| Risk | Any factor that may prevent adoption, satisfaction, expansion, or renewal. | Drives prioritization, executive escalation, and intervention plans. |
| QBR | Quarterly Business Review; a strategic meeting to review progress and next steps. | A primary CS forum for value, alignment, and account planning. |
| Success Plan | A documented plan showing customer goals, success criteria, milestones, and owners. | Keeps the CS team aligned on measurable customer outcomes. |
| Time to Value | The time it takes for a customer to achieve meaningful value from the product. | A critical onboarding metric and retention predictor. |
| Value Realization | The point at which customers can clearly see business impact from the product. | Used in QBRs and executive conversations to justify renewals and expansion. |
Platform terms
10 terms| Term | Definition | CS relevance |
|---|---|---|
| MES | Manufacturing Execution System; software that manages and monitors production execution in real time. | The core platform CS teams support and expand. |
| ERP | Enterprise Resource Planning system for finance, planning, inventory, and supply chain. | Important for integration discussions and workflow alignment. |
| SCADA | Supervisory Control and Data Acquisition; systems used to monitor and control industrial processes. | Commonly adjacent to MES in connected manufacturing environments. |
| LIMS | Laboratory Information Management System for lab workflows and sample data. | Often integrated with MES for quality and testing. |
| QMS | Quality Management System; the process framework for quality control and compliance. | A critical system-of-record in life sciences and device manufacturing. |
| OT | Operational Technology; the hardware and software that interact directly with equipment and processes. | Important for plant connectivity, architecture, and security conversations. |
| Digital Thread | Connected data flow across product design, manufacturing, quality, and service. | Helps CS explain the business value of connected operations. |
| Traceability | The ability to track materials, components, and process history end to end. | A major value driver in regulated manufacturing and recall readiness. |
| Serialization | Assigning unique identifiers to individual products or packages. | Supports traceability, anti-counterfeit efforts, and compliance. |
| Work Order | A formal instruction to produce, inspect, or maintain an item. | A basic MES object CSMs should recognize in workflow discussions. |
Compliance terms
15 terms| Term | Definition | CS relevance |
|---|---|---|
| ALCOA+ | Data integrity principles requiring data to be attributable, legible, contemporaneous, original, accurate, and more. | Essential for trustworthy records and inspection readiness. |
| Audit Trail | A time-stamped record of activity and changes in a system. | Critical for regulated customers and root-cause analysis. |
| Batch Record | Documentation of what was produced, with what materials, and under what conditions. | Central to quality, release, and investigation workflows. |
| CAPA | Corrective and Preventive Action; the formal process for correcting and preventing quality issues. | A frequent topic in escalations and quality reviews. |
| Change Control | The controlled review and approval of system, process, or configuration changes. | Core to validated environments and release management. |
| Deviation | An approved process or record that differs from the expected standard. | Often triggers quality review and follow-up action. |
| DHR | Device History Record; the production and test record for a medical device. | Key artifact for medical device customers and audits. |
| EBR | Electronic Batch Record; a digital version of batch documentation. | A major paperless manufacturing and compliance use case. |
| eDHR | Electronic Device History Record; the digital version of the medical device record. | Highly relevant in device manufacturing deployments. |
| FAT | Factory Acceptance Test; testing done before release or shipment of a system. | A major implementation milestone. |
| GAMP | Good Automated Manufacturing Practice; a framework for validating computerized systems. | Frequently referenced in validated software projects. |
| GMP | Good Manufacturing Practice; the quality framework for regulated manufacturing. | Foundational context for pharma, biotech, and device customers. |
| GxP | A broad term covering regulated good-practice frameworks like GMP, GLP, and GCP. | Helps CS explain compliance expectations across industries. |
| IQ/OQ/PQ | Installation, Operational, and Performance Qualification. | Standard validation phases used to prove system fitness for use. |
| Release to Production | Formal approval for production use after validation and readiness checks. | Important milestone in customer go-live planning. |
Operations terms
12 terms| Term | Definition | CS relevance |
|---|---|---|
| Andon | A visual or digital signal that alerts teams to an operational issue. | Useful when discussing exception handling and response time. |
| APS | Advanced Planning and Scheduling; software for optimizing production schedules. | Important in integration and manufacturing optimization discussions. |
| BOM | Bill of Materials; the list of components required to build a product. | Affects traceability, configuration, and manufacturing execution. |
| eBR / EBR | Electronic Batch Record. | Often central to digitization and compliance initiatives. |
| Genealogy | The historical lineage of a product, material, or batch. | Vital for recalls, investigations, and traceability. |
| MRP | Material Requirements Planning; planning for needed materials. | Helps CSMs understand upstream impacts on execution. |
| NC | Nonconformance; something that does not meet requirements. | Signals quality risk and remediation work. |
| OEE | Overall Equipment Effectiveness; a measure of availability, performance, and quality. | One of the most common operational KPIs customers want to improve. |
| Recall | Retrieval of a product from the market due to a defect or risk. | Traceability and genealogy are critical to response speed. |
| SPC | Statistical Process Control; monitoring process variation statistically. | Often discussed in quality improvement and process stability. |
| Shop Floor | The area where manufacturing work is actually performed. | CSMs use this term when discussing end-user adoption and execution. |
| Throughput | The amount of product produced in a given period. | A common operational outcome tied to efficiency. |
Regulated industry terms
10 terms| Term | Definition | CS relevance |
|---|---|---|
| Bioburden | The number of viable microorganisms on a surface or product. | Relevant in life sciences quality and contamination control discussions. |
| Cleaning Validation | Documented proof that cleaning processes consistently remove residues. | Important in pharma and device manufacturing quality assurance. |
| Contamination Control | Practices used to prevent unwanted contamination in manufacturing. | Common in sterile and high-compliance environments. |
| Critical Quality Attribute | A property that must stay within limits to ensure product quality. | Helps frame why process control matters. |
| Critical Process Parameter | A process input that can affect product quality if it varies. | Useful for explaining manufacturing control requirements. |
| DHF | Design History File; design and development records for a medical device. | Important for device lifecycle and regulatory readiness. |
| FDA 21 CFR Part 11 | U.S. regulation governing electronic records and signatures in regulated environments. | Often referenced when discussing system compliance and e-signatures. |
| GMP Batch Release | Approval to release a batch after quality review and confirmation. | Frequently tied to MES, EBR, and QA workflows. |
| Sterile Processing | Controlled processes for sterilizing and handling products or equipment. | Important in device and life sciences manufacturing discussions. |
| Validation Master Plan | The overarching plan for how validation will be conducted and governed. | Helps align implementation, quality, and IT stakeholders. |
Executive Power BI
Placeholder area for embedded CS executive dashboard and KPI governance.
Embed the approved Power BI report iframe here when the internal report URL is available.
Health Trend
Account health movement by month.
Escalation Aging
Open risks by owner, priority, and due date.
Value Realization
Documented customer outcomes and renewal confidence.
Reportable Incident Record
Major Incident Report
Structured MIR capture for customer impact, timeline, root cause, corrective/preventive actions, ownership, and customer-facing closure notes.
Use this page to create a consistent, auditable incident report. Required fields are marked with an asterisk. MIR ID is generated automatically in the format MIR-YYYY-###.
Root Cause Analysis
RCA Form — root cause, CAPA, evidence, and closure record.
Single auditable RCA + CAPA record
Use this form to document the problem statement, customer impact, timeline, 5 Whys/fishbone findings, root cause, corrective actions, preventive actions, evidence, approvals, and customer-facing closure notes.
SharePoint List with Power Apps intake, Wrike CAPA tasks, and Power BI RCA trend reporting.
Designed for CS, SMS/FLS, PMO, Solutions Delivery, Product, and Support teams to maintain a searchable record with accountable actions and trend reporting.
DefineCapture customer, incident, impact, owner, severity, and required review level.
AnalyzeDocument timeline, symptoms, 5 Whys, contributing factors, and root cause category.
CorrectAssign corrective actions, owners, due dates, and containment controls.
PreventCapture preventive actions, SOP/training updates, monitoring, and automation opportunities.
CloseAttach evidence, approval status, customer-facing summary, and reporting tags.
Customer Success Plan
Customer Success Plan Form
Capture the full MES customer success plan: account context, stakeholders, lifecycle, scope, health, business outcomes, risks, governance, escalation, renewal, and value reporting.
Health Review Form
Account health, value, blockers, and next actions.
Onboarding Milestone Sign-Off
30/60/90 readiness evidence and manager approval.
Change / Escalation Intake
Capture customer impact, priority, owner, due date, and next step.
Days 1–30 Orientation + Access
Full onboarding plan for orientation, access readiness, CS operating model awareness, and foundational shadowing.
Goal: Build context, access, confidence, and a clear operating foundation.
This phase gives the new CS team member the big picture of Connected Manufacturing, MES customer success, key stakeholders, tools, standard workflows, and the language needed to participate effectively in customer and internal conversations.
Readiness Evidence
Access checklist completed, glossary reviewed, CS/SMS workflow walkthrough complete, first CS Plan walkthrough complete, and shadowing notes submitted.
Orient
Understand the CS mission, customer value narrative, and Connected Manufacturing operating model.
Enable
Complete tool access, security expectations, and required system orientation.
Learn
Review glossary, MES concepts, customer lifecycle, and account governance practices.
Shadow
Observe customer meetings, internal account reviews, handoffs, and escalation routines.
Confirm
Complete readiness check with buddy and manager before guided ownership begins.
Week 1: Orientation — The Big Picture
- Introduction to Connected Manufacturing, CS vision, ExCITE culture, and customer value expectations.
- Review key stakeholders across Quality, Sales, IT, Delivery, PMO, Product, SMS/FLS, and Support.
- Understand high-level MES / Opcenter program architecture and the customer lifecycle.
- Review customer segmentation: Strategic / Enterprise, Mid-market, and Focus accounts.
- Review program org chart, common terminology, and account governance expectations.
Days 6–30: Ramp + Shadowing
- Shadow assigned buddy during customer calls, health reviews, internal account reviews, and escalation discussions.
- Review CS Hub resources: CS Vision, CS Plan Process, Tool Stack, Forms Library, MIR/RCA workflows, and Live Dashboard.
- Walk through a sample Customer Success Plan and understand required data points, outcomes, risks, and next steps.
- Practice capturing account notes, open actions, risks, and stakeholder updates in the expected format.
Required Tool + Access Readiness
- Confirm access to HubSpot, Wrike, SharePoint, Microsoft 365, Bitwarden, Fireflies, DocuSign, RingCentral, Vanta, Learning Center / Siemens, and applicable customer workspaces.
- Complete password/security expectations and understand when to use SSO-approved launch paths.
- Review where customer artifacts, evidence, CS Plans, RCA records, MIR reports, and action logs are stored.
Milestones + Sign-Off
Access CompleteAll required systems are available and verified.
Glossary + Workflow ReviewMES/CS/SMS terms and core process flow reviewed.
Shadowing Notes SubmittedNotes include customer context, risks, actions, and questions.
Manager CheckpointReady to begin guided ownership activities.
Days 31–60 Guided Ownership
Full onboarding plan for guided account ownership, health reviews, CS Plan practice, and cross-functional execution.
Goal: Move from observation to coached execution.
This phase builds hands-on capability by having the team member prepare customer materials, support health reviews, draft CS Plans, manage action follow-up, and participate in risk and escalation governance with coaching.
Readiness Evidence
Guided CS Plan draft, health review notes, action log updates, risk register contributions, and manager feedback captured.
Prepare
Build meeting briefs, customer context summaries, and draft success plan updates.
Participate
Support customer health reviews, value realization discussions, and internal account reviews.
Coordinate
Track actions with SMS/FLS, PMO, Delivery, Sales, Product, and Support partners.
Analyze
Use health signals, tickets, adoption, risks, and business outcomes to recommend next steps.
Improve
Apply feedback and prepare for independent customer ownership.
Days 31–45: Guided CS Execution
- Draft or update a Customer Success Plan using customer goals, account tier, lifecycle phase, health status, business objectives, metrics, scope, risks, and next steps.
- Prepare customer-ready status notes and internal account review updates.
- Participate in QBR/MBR preparation and learn how to anchor reviews around measurable outcomes instead of activity volume.
- Review open actions and ensure ownership, due dates, and status are clear.
Days 46–60: Risk, Governance + Value
- Shadow and contribute to health reviews, escalation triage, and risk mitigation planning.
- Learn how MIR/RCA outcomes, ticket trends, adoption signals, and stakeholder sentiment feed account health.
- Coordinate with SMS/FLS, PMO, Delivery, Sales, Product, and Support through shared governance artifacts.
- Practice writing executive-ready summaries for account health, value realized, risks, asks, and next milestones.
Artifacts to Complete
- Guided Customer Success Plan draft or update.
- Account health review notes with risks, mitigations, and action owners.
- Open action log or RAID updates.
- Customer meeting brief and follow-up summary.
- Manager feedback and improvement plan for Days 61–90 readiness.
Milestones + Sign-Off
Guided CS Plan CompletePlan includes measurable outcomes, stakeholders, risks, scope, and next steps.
Health Review ParticipationTeam member can explain status, risks, and proposed actions.
Cross-Functional CoordinationActions are tracked with owners across partner teams.
Manager CheckpointReady to begin independent contribution with oversight.
Days 61–90 Independent Contribution
Full onboarding plan for account ownership readiness, independent customer motions, escalation management, and final sign-off.
Goal: Demonstrate readiness to own accounts with no surprise risks.
This phase confirms the team member can lead customer health reviews and value conversations, manage risk escalations, coordinate internal teams, and present a clear readiness narrative backed by data, actions, and customer outcomes.
Readiness Evidence
Led health/value conversation, maintained action/risk register, coordinated escalation or governance motion, and completed final readiness presentation.
Lead
Own customer health reviews, value realization conversations, and follow-up actions.
Govern
Run account governance with the right stakeholders, artifacts, and escalation paths.
Reduce Risk
Identify risks early, define mitigation actions, and avoid surprise escalations.
Report
Prepare executive-ready customer status and value narratives.
Own
Complete final sign-off for independent account ownership.
Days 61–75: Lead with Support
- Lead at least one customer health review, value realization discussion, or internal account review with manager oversight.
- Maintain a current CS Plan, open action log, risks and mitigations, stakeholder map, and renewal/expansion outlook.
- Coordinate risk escalations with SMS/FLS, PMO, Sales, Delivery, Product, and Support as appropriate.
- Translate customer issues into clear business impact, action ownership, due dates, and executive-ready status.
Days 76–90: Demonstrate Independent Readiness
- Present a customer/account readiness review covering value realized, current health, open risks, upcoming milestones, and executive asks.
- Show ability to use dashboard/reporting inputs, ticket trends, adoption data, CS Plan fields, MIR/RCA findings, and customer sentiment.
- Demonstrate consistent follow-up hygiene: actions, owners, due dates, status, and closure evidence.
- Confirm escalation pathways and customer communication standards are understood and applied.
Final Readiness Presentation
- Customer/account overview and lifecycle phase.
- Business objectives, success metrics, and current value narrative.
- Health status and supporting evidence.
- Top risks, mitigations, escalations, and asks.
- Next 30–60 day account plan and expected outcomes.
Milestones + Sign-Off
Customer Motion LedSuccessfully led a health, value, governance, or account review.
Risk Management DemonstratedRisks are visible, owned, and managed through defined playbooks.
Executive Summary CompleteCan answer “How is this customer doing?” clearly and with evidence.
Ownership ApprovedManager confirms readiness for independent account ownership.
Admin Portal
Site Management Console
Central control center for maintaining navigation, forms, tools, page content, onboarding, dashboards, and governance without disrupting the user-facing hub.
All page features and functionality included
Admin coverage includes Home ExCITE culture content, CS Vision & Ownership, Why It Matters, Dashboard, Accounts with HubSpot active-accounts report link/preview, Resource Center, Tool Stack, Forms Library, CS Plan Process, Team Onboarding, Power BI, MIR, RCA Root Cause Analysis, managed pages, managed navigation, route diagnostics, publishing checks, and governance settings.
Maintenance Actions
Use the panels to manage labels, links, embedded dashboard notes, form ownership, and review cadence.
Admin Guardrails
Admin content is routed from the bottom navigation and does not display on the home page.
QA pass complete: navigation routes, buttons, links, managed pages, and admin controls validated.
Full amend console
Admins can now create, edit, and delete managed pages; add, update, remove, and reorder navigation links; toggle major hub functionality; and export/import configuration for production publishing.
Page Builder
Create, edit, delete, and publish CS Hub pages without changing source code. Changes are stored in this browser for review/prototyping and can be exported for production publishing.
Production note: browser storage is ideal for review. Export configuration before publishing to SharePoint/source control.
Navigation Link Manager
Add, edit, remove, and reorder navigation pane links while keeping the Admin Portal anchored at the bottom.
Dropdown now loads all built-in navigation links plus admin-managed links.
Functionality Controls
Toggle hub capabilities, record ownership notes, and document production integration status.
Functionality controls ready.
Configuration Export / Import
Move admin-managed pages, links, and feature settings between review and production environments.
No pending changes.
Page Content
Edit section owner/review metadata before publishing through SharePoint or source control.
Resource Cards
Maintain resource center card labels and descriptions.
Publishing Checklist
Validate routes, forms, print/PDF, external links, responsive layout, and admin visibility, CS Glossary search/filter behavior, and glossary navigation visibility.
Forms Inventory
MIR, RCA Root Cause Analysis, CS Plan with rich text outcome fields, Health Review, Onboarding Milestone, Escalation Intake.
Form Behavior
MIR submissions are stored in the local report register, locked after submission, displayed on the Live Dashboard, and can generate customer-facing Formal MIR reports from the approved template. CS Plan forms can generate a client-facing plan report from approved merge fields and downloadable HTML output. RCA Root Cause Analysis now includes reportable RCA/CAPA fields, evidence location, approval status, customer-facing closure summary, local storage, export, and Live Dashboard register visibility. Connect MIR/RCA records to SharePoint List, Dataverse, Power Automate, Wrike CAPA tasks, and Power BI for production-grade enterprise storage and trend reporting.
Audit Fields
Recommended fields: owner, submitted by, date, status, due date, evidence link, approver, closure date.
Admin-Controlled Tool Inventory
Review tool category, usage tier, and launch status. Update URLs to internal SSO links before publishing.
HubSpotCoreLaunch ↗Customer, Pipeline + Account Intelligence
WrikeCoreLaunch ↗Delivery, Work Management + Documentation
SharePointCoreLaunch ↗Delivery, Work Management + Documentation
Microsoft 365CoreLaunch ↗Delivery, Work Management + Documentation
BlueworksOptionalLaunch ↗Delivery, Work Management + Documentation
Adobe Creative SuiteOptionalLaunch ↗Delivery, Work Management + Documentation
FirefliesOptionalLaunch ↗Communication, Meetings + Sign-Offs
DocuSignOptionalLaunch ↗Communication, Meetings + Sign-Offs
RingCentralOptionalLaunch ↗Communication, Meetings + Sign-Offs
BitwardenCoreLaunch ↗Security, Access + Compliance
VantaCoreLaunch ↗Security, Access + Compliance
SophosAdminLaunch ↗Security, Access + Compliance
LogicMonitorAdminLaunch ↗Security, Access + Compliance
Prism / RE360OptionalLaunch ↗Security, Access + Compliance
15FiveOptionalLaunch ↗People, Learning + Administration
GoCoAdminLaunch ↗People, Learning + Administration
Learning Center / SiemensCoreLaunch ↗People, Learning + Administration
StretyOptionalLaunch ↗People, Learning + Administration
ExpensifyAdminLaunch ↗People, Learning + Administration
Logo / Favicon + SSO Standard
All 19 tool tiles include favicon/logo image sources, accessible alt text, lazy loading, no-referrer image loading, and a scripted fallback that converts failed icons into branded initials.
Each tile now shows SSO Ready status, usage tier, and a Launch Tool CTA for a true internal launcher experience.
Categories, Badges + Functionality
Tool Stack is grouped by Customer/Pipeline, Delivery/Documentation, Communication/Sign-Offs, Security/Compliance, and People/Administration.
Admin now covers navigation, page content, forms, CS Glossary, MIR email-report action, formal customer-facing MIR generation, tool inventory, logos, SSO launch behavior, dashboards, governance, route diagnostics, and publishing checks.
Dashboard Settings
KPI Cards
Embed Status
Accounts page now points to the HubSpot active-accounts report. If HubSpot iframe security blocks preview, users can launch the report directly.
Version Control
Version: vNext Executive Dashboard + CM Branding + CS Glossary + Strety Tool Stack + HubSpot Active Accounts + Admin QA Validation + Governance Audit Trail
Last reviewed: 2026-04-25
Compliance
Supports Connected Manufacturing branding, owner fields, reviewed date, locked reportable MIR submissions, dashboard reporting, RCA workflows, and read-only audit evidence.
Accessibility
Keyboard routes, skip link, responsive layout, labels, semantic structure, print-friendly forms, and read-only governance visibility.
| Date / Time | Event Type | Area | Change Summary | Owner | Evidence / Route |
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Governance note: Audit entries are generated from approved baseline updates plus local admin actions in this browser. For production, connect this register to SharePoint Lists, Dataverse, or an enterprise logging service for immutable retention.