(FOR PROGRAM MANAGERS)

⚠️ Note: this article is for clients on a Pro or Enterprise subscription plan; click here for those on a Teams subscription plan.

We’re honoured that you’ve chosen to work with us.

It’s our utmost priority to ensure you have an excellent experience with our solution and team from day one, so we’ve compiled this packet of resources to provide a framework and clear path for success in the first weeks of your program(s) and well beyond.

Inside this document, you’ll find:

  • An introduction to our team and your points of contact at Mentorly

  • A timeline overview of our partnership and responsibilities

  • Instructions and insights on how to use your Program Manager Dashboard

  • A description of Mentorly’s support throughout the program


MEET YOUR TEAM

Below, you’ll find your key points of contact at Mentorly. We pride ourselves on providing reactive and proactive communication and welcome you to reach out to the following people below.

Your first point of contact will be a Mentorly Account Executive from our sales team. This person is key to understanding your objectives, the scope of your program, and setting you up with the best subscription plan. They will remain your go-to person for any questions related to your subscription, such as upgrading to a different plan, payments, buying features à la carte, renewing, etc.

Included in your Pro or Enterprise plan is a dedicated Mentorly Success Advisor (MSA) to provide you with insight into the best digital mentorship practices to support your program and participants, along with answer questions on how to use your Program Manager Dashboard and our solution overall.

Mentorly Account Executive

Mentorly Success Advisor

ashley@mentorly.co

katherine@mentorly.co


TIMELINE & RESPONSIBILITIES

The timeline below provides you with an overview of the activities and responsibilities that each party will perform to ensure the smooth unfolding of your mentorship program over a 12-month subscription.

Program Managers with multiple programs will need to repeat the tasks performed in Month 1 and 2 to ensure that new guidelines and portals are created prior to onboarding new users.

The main objective of these first few months is to:

  1. Outline the criteria and expectations for the program

  2. Design your program portal’s landing page

  3. Onboard and match users

  4. Allow for sessions to begin

This is only a guideline as sessions can kickoff much quicker depending on how quickly the onboarding steps are completed.

Months 1 - 3

Month 1
(Client onboarding)

Month 2
(User onboarding)

Month 3
(Sessions start)

Mentorly Success Advisor

Set up systems & procedures
Establish client KPIs
Demo portal features

Support Program Manager

Support Program Manager
Receive feedback

Program Manager(s)

Sign contract
Pay subscription
Set up program(s) on dashboard

Onboard mentors
Onboard mentees
Choose matching method

Support users and sessions
Monitor program activity

Users
(Mentors & Mentees)

Recruited by Program Manager

Create profiles
Fill out matching survey
Get matched
Add availability

Have sessions
Rate & review sessions

Mentorly Portal

Guide Program Managers on how to use their dashboard

Onboard users
Match users

Help users with 'how-to' articles & troubleshooting tips
Track session data

The following months are primarily spent monitoring sessions and providing assistance to users when requested.

Months 4 - 10

Month 4 - 10
(Sessions continue)

Mentorly Success Advisor

Support Program Manager
Relay improvements and feature requests to Mentorly product & tech team

Program Manager(s)

Support users and sessions
Monitor program activity

Users
(Mentors & Mentees)

Have sessions
Rate & review sessions

Mentorly Portal

Help Program Managers and users with articles
Track session data

Towards month 12, surveys are sent to participants to collect their feedback. Mentorly shares access to this feedback and creates a Data & Recommendations Report highlighting the strengths and weaknesses of the program.

Program Managers with rolling programs and/or multiple cohorts of users go through this whole process, but can repeat user onboarding as frequently as they like to scale their program as they go.

Months 11 - 13

Month 11
(End-of-program surveying)

Month 12
(Sessions end)

Month 13
(Post-program review)

Mentorly Success Advisor

Prepare Program Manager for end-of-program tasks

Analyze end-of-program data
Prepare post-program review

Report on data and post-program recommendations

Prep for ongoing subscription

Program Manager(s)

Review post-program data
Discuss next steps of rolling subscription

Users
(Mentors & Mentees)

Wrap up last sessions

New users get recruited or existing users roll into next program

Mentorly Portal

Track session data

Archive program data

Prep for next program


PROGRAM MANAGER DASHBOARD

As the Manager of your mentorship program, you will have access to a dashboard that enables you to create your custom program landing page, onboard and manage users, communicate with individual or groups of users, monitor activity with data reporting, and access survey templates and helpful resources - all there to guarantee the success of your program!

Below is a description of each Program Manager Dashboard tab and their respective functions.

The Home tab provides an overview of activity since the start of the program, including the number of users and sessions held, recent activity, upcoming events, ratings and reviews.

It will enable you to feel the pulse of the program and serve as a launchpad to other parts of the Program Manager Dashboard.

The Program tab is where all program information is entered. This includes the name, description, length of the program, cohort assignments, user tagging, setting session expectations in the case mentees are limited to a certain number of sessions each.

The Program tab also enables you to design your program’s landing page by adding background images and logos, as well as selecting branding colours and fonts.

The Members tab is where you will manage your users, from onboarding mentors and mentees and monitoring their activity, to viewing their account information and usership.

User onboarding is accomplished via CSV uploading and a template is provided to help you organize your users. Matching tools are also provided, either to assign one-on-one pairings or mentor recommendations.

Searching by name, cohort and tag is provided to easily find a user’s account.

The Messaging tab enables you to reach out to individual users or groups of users. You may use this feature to inquire about sessions, share news and files, and, for multiple Managers, keep all admin conversations in one place.

The Resources tab is where best practices and other useful information about your Portal and sessions are shared.

The Reporting tab is your in-depth data source, providing key engagement information about your program, including:

  • Overview of sessions, requests, messages sent amongst users

  • Adoption rate

  • Repeat session rate

  • Activity per month, per cohort and per tag, per user type

  • Miscellaneous data on user behaviour

You can download a CSV file with this raw data presented.


KEY DEFINITIONS

Program(s)

With your Pro or Enterprise plan, you are able to build multiple mentorship programs and monitor each separately via your Program Manager Dashboard. In this context, a program is formed by a private group of mentees and mentors who connect for a specific reason, via their private portal, while a unique set of KPIs are measured.

E.g. Artists Up’s Covid Relief Online Assistance Hub program provides emergency mentorship to Seattle artists during the Covid pandemic and Artists Up Mentoring program provides general artistic mentorship to Seattle artists.

Client Portal(s)

A client portal refers to the client landing page which is the main website where participants sign up and login thereafter to their mentorship program. It is built by the Program Manager with branded assets and program details via Program Manager's private Dashboard; once it's built, the client portal is shared with all participants and the program kicks off.

An example of the client portal can look like this: https://mentorly.co/artists-up. Each program has its own unique client portal and branding, hence multiple programs have multiple client portals.

Cohorts

A cohort is defined as a private group of mentees and/or mentors within a program who must connect within their group and whose participation data is measured together, separate from the whole.

Cohorts can be overlapping and be defined by city, language, interests, etc. or they can be sequential in the case each cohort has a set order to hold sessions.

Tags

A tag is a useful way to label a type of user as well as filter who they can and cannot connect with. If a user’s tag is ‘Filtering’, they would only be able to connect with same-tag users. If the tag is strictly for labeling purposes, then users with a ‘Labelling’ tag can connect with any tagged user. A tagged user may be within or outside of a cohort.

Onboarding

The most crucial step to any mentorship program, onboarding means the creation of mentor and mentee Mentorly accounts. First, this is done by creating base user accounts via CSV upload, then sending mentors and mentees invitations to complete their sign up and Mentorly profiles.

Prior to onboarding users, it is essential that the guidelines and expectations of the program are communicated to all participants, so that each is ready to maximize the opportunity and commit to the success of the program. This can be done outside of the Program Manager Dashboard prior to onboarding or within the Messaging tab during onboarding.

Once both users are done making their Mentorly profiles, a two-step process ensues:

  1. Mentors are invited to add availability slots to their calendar, which can take a few weeks depending on the size of group and engagement of mentors.

  2. Mentees are then matched with mentors or provided with up to 3 mentor recommendations.

Active Users

An active user is defined as a user with a Mentorly account and one or more sessions booked.

Inactive Users

An inactive user is defined as a user who has an account, but who has not yet booked their first session.


MENTORLY’S CUSTOMER SERVICE

Mentorly prides itself on its highly responsive customer service and technical support.

1. Mentorly Success Advisor

Thanks to your dedicated Mentorly Success Adviser, you can rest assured that you will find the support you need throughout your subscription. Your MSA will be right at your side for the all of the following steps:

> Client (program manager) onboarding

  • Ensure full understanding of service level agreement and features

  • Product demos

  • KPI setting & tracking

> Mentorship program best practices

  • Engagement incentives

  • Relationship advocacy

  • Problem resolution

2. Technical support

Technical support will be principally offered via Intercom in both English and French, Monday to Friday, from 9am to 6pm EDT. Should you be based in a different timezone, we will make sure to provide session support during our Montreal team’s offline hours.

Users and Managers can reach out to Mentorly’s team via the Intercom message icon below, usually found at the bottom corner of the webpage:

Questions, concerns, and feedback can also be directed to support@mentorly.co.


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