CSM: AM Onboarding Runbook

Outcomes

• Customer provides all inputs once via Customer_Upload.
• CS Ops completes 3D Spark setup and, if required, calibration and validation.
• CSM reviews the handover pack and informs the customer when ready.

Rules

• CSM is the only customer contact.
• Use one intake email and one Customer_Upload link. No email attachments.
• Ask the customer once. If something is missing, ask once in a single follow-up.

Phase 0: Provision Customer 3D Spark Organization

• Contact IT / Cybersecurity to create the customer-specific 3D Spark organization.
• Contact IT / Cybersecurity to create a support account for that organization.
• Confirm support account access works.
• Record access handoff via approved secure channel (not HubSpot).

Phase 1: Scope and Decision

• Confirm target machine and material.
• Decide whether build time is relevant (costing uses machine runtime or runtime supervision labor as a driver).

Output: internal note with target machine, material, and build time relevant: yes/no.

Phase 2: Create Folder Structure + Share Upload Link

Before requesting uploads, create the customer workspace so the customer receives one correct upload link.

• Create/recreate the folder structure using: Set Up Folders.
• Share only the Customer_Upload link with the customer.

Phase 3: Send Intake Request

Send one intake email that includes:

• The Customer_Upload link.
• Links to the customer-facing articles:

• Upload Information For Your 3D Spark Setup
• Upload Your Process Chain And Costs Spreadsheet
• Upload Your Slicer Project File With Printing Parameters

Phase 4: Monitor for Completeness and Clarify Once

• When uploads arrive, do one completeness pass.
• If anything is missing, ask once with a single consolidated list.

Phase 5: Hand Off to CS Ops

Hand off only when the Customer_Upload package is complete.

• Provide CS Ops: the Customer_Upload link + build time relevance decision + machine/material notes.
• CS Ops has access to the correct customer organization via the support account.
• Access handoff method is recorded via approved secure channel (not HubSpot).
• CS Ops execution starts from: CS Ops: AM Onboarding Runbook.

Once CS Ops reports their workflow as complete:

Phase 6: Review Handover Pack

• Review the evidence pack prepared by CS Ops: Assemble Evidence: Handover Pack.

Phase 7: Inform Customer and Close

• Inform the customer when onboarding is ready (or explain FAIL outcome and next steps).