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Success Engineer Training Syllabus

Updated at May 29th, 2026

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Table of Contents

Scope Requirements Standard Daily Schedule Week 1 Schedule Day 1 — Client Success Support & Case Management Day 2 — Account Creation & User Management Day 3 — Training Calls & Provisioning Standards Day 4 — Branding & White Label Management Day 5 — Tragofone Operations & Cancellations Week 2 Schedule Ticket Ownership & Project Exposure Week 3-6 Schedule Client Success Coordinator Training & Onboarding Ownership

Scope

Intended Audience: Success Engineers

The following article will outline the training scheduled for Success Engineers

Requirements

Access to NMS
Access to NDP
Access to QOS
Access to Mobile-X
Access to Teammate
Access to Digifax
Access to Salesforce
Access to MS Teams
Access to Cognito Forms
Access to Rev.io

Standard Daily Schedule

Time (EST)	Activity
08:45 AM – 01:00 PM	Training Block
01:00 PM – 02:00 PM	Lunch Break
02:00 PM – 05:00 PM	Shadowing

Week 1 Schedule

Day 1 — Client Success Support & Case Management

Time (EST)	Activity	Topic
08:45 AM – 01:00 PM	Training Block	Entering/Updating Cases for Client Success
08:45 AM – 01:00 PM	Training Block	Overview of channels to monitor
08:45 AM – 01:00 PM	Training Block	Client Success tags from CS Coordinators
08:45 AM – 01:00 PM	Training Block	Sales Engineering
08:45 AM – 01:00 PM	Training Block	Discord — Support Chat & White Label
01:00 PM – 02:00 PM	Lunch Break	Lunch
02:00 PM – 05:00 PM	Shadowing	Shadow live workflow execution

Day 2 — Account Creation & User Management

Time (EST)	Activity	Topic
08:45 AM – 01:00 PM	Training Block	Mobile-X Account Creation & Users
08:45 AM – 01:00 PM	Training Block	Teammate Configuration
08:45 AM – 01:00 PM	Training Block	NDP Account Creation & Users
08:45 AM – 01:00 PM	Training Block	QOS Account Creation & Users
08:45 AM – 01:00 PM	Training Block	WLP Territory, Holding Domain & Users
01:00 PM – 02:00 PM	Lunch Break	Lunch
02:00 PM – 05:00 PM	Shadowing	Shadow account setup workflows

Day 3 — Training Calls & Provisioning Standards

Time (EST)	Activity	Topic
08:45 AM – 01:00 PM	Training Block	Self-Service Onboarding Call
08:45 AM – 01:00 PM	Training Block	Professional Services Migration Call
08:45 AM – 01:00 PM	Training Block	Device Provisioning Best Practices
08:45 AM – 01:00 PM	Training Block	General Training Call Best Practices
01:00 PM – 02:00 PM	Lunch Break	Lunch
02:00 PM – 05:00 PM	Shadowing	Shadow onboarding and migration workflows

Day 4 — Branding & White Label Management

Time (EST)	Activity	Topic
08:45 AM – 01:00 PM	Training Block	Manager Portal Branding
08:45 AM – 01:00 PM	Training Block	NMS Branding
08:45 AM – 01:00 PM	Training Block	UI Configurations
08:45 AM – 01:00 PM	Training Block	Account Creations
08:45 AM – 01:00 PM	Training Block	Scheduled CDRs
08:45 AM – 01:00 PM	Training Block	SSL Certificates
01:00 PM – 02:00 PM	Lunch Break	Lunch
02:00 PM – 05:00 PM	Shadowing	Shadow branding workflow execution

Day 5 — Tragofone Operations & Cancellations

Time (EST)	Activity	Topic
08:45 AM – 01:00 PM	Training Block	Tragofone Overview
08:45 AM – 01:00 PM	Training Block	Submissions Documentation
08:45 AM – 01:00 PM	Training Block	App Store Access Requirements
08:45 AM – 01:00 PM	Training Block	Tragofone SSO Requirements
08:45 AM – 01:00 PM	Training Block	Review Past Tragofone Tickets
08:45 AM – 01:00 PM	Training Block	How to Work Cancellations
01:00 PM – 02:00 PM	Lunch Break	Lunch
02:00 PM – 05:00 PM	Shadowing	Shadow cancellation handling and Tragofone operations

Week 2 Schedule

Ticket Ownership & Project Exposure

Time (EST)	Activity	Topic
08:45 AM – 01:00 PM	Training Block	Review Past Worked Tickets
08:45 AM – 01:00 PM	Shadowing	Shadow Sr. Success Engineer
01:00 PM – 02:00 PM	Lunch Break	Lunch
02:00 PM – 05:00 PM	Working Tickets	Begin assisting with live tickets

During Days 6–10, you will transition from structured training into hands-on operational experience by shadowing under the Senior Success Engineer. During this time, you will observe active tickets, daily support tasks, and project-related work being handled in real time. This will provide valuable insight into troubleshooting processes, internal escalation paths, client communication standards, and the overall lifecycle of service requests from intake to resolution.

A strong focus will also be placed on learning which internal documents, knowledge base articles, and process guides should be used for specific tasks. As your familiarity with workflows increases, you may be assigned select responsibilities to complete under the supervision of the Senior Success Engineer. This phase is designed to build confidence, strengthen operational knowledge, and prepare you to independently support the Technical Services team.

Week 3-6 Schedule

Client Success Coordinator Training & Onboarding Ownership

During Weeks 3 through 6, you will transition into learning the role and responsibilities of the Client Success (CS) Coordinator. This phase is focused on building a strong understanding of client-facing operations, ticket workflows, and onboarding execution. You will shadow CS Coordinators as they manage daily ticket queues, gaining exposure to common request types such as hardware orders, bundled seat purchases, account configuration updates, and general client support tasks.

In addition to ticket-based work, you will participate in and observe client onboarding calls to understand structure, communication standards, and delivery expectations. Emphasis will be placed on learning the associated documentation, internal processes, and workflow best practices that support a successful onboarding experience. As your familiarity grows, you may begin assisting with portions of tickets and onboarding tasks under supervision.

By the end of Week 6, the expectation is that you will be prepared to independently run onboarding calls and confidently manage CS Coordinator-level tickets. This includes executing standard processes, utilizing the appropriate documentation, and delivering a consistent, high-quality client experience aligned with team standards.

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