Context
To ensure clear understanding and collaboration across Sales, Customer Success (CS), and Customer Experience (CX), we've developed comprehensive talk tracks. These resources aim to address potential confusion and inconsistencies in communication by providing clear and consistent messaging for all teams.
Our talk tracks emphasize key terms and phrases that hold significant meaning within our customer interactions. For example, instead of "dedicated CSM," we encourage the use of "allocated CSM" to accurately reflect the resource's specific role and responsibilities.
Talk Track
VERSION 1: MEDIUM (Standard Conversation)
Pillars: Effortless, Customer & Talent Experience, Transparency
Perspective – Talking About Another Team
Our Subject Matter Experts provide specialised insight whenever topics become more detailed or require advanced expertise. They help clarify complex processes, country specific requirements and operational scenarios, keeping the experience effortless for both you and your talent. When a request is routed to an SME, you can expect accurate explanations and transparent guidance that enables confident decision making.
Perspective – Talking About Yourself
As a Subject Matter Expert, I support you when your questions require a deeper level of detail. I clarify complex topics, explain country nuances and guide you through scenarios that benefit from specialist knowledge. My focus is to give you transparent, accurate information so you feel confident and supported throughout your journey with WorkMotion.
VERSION 2: LONG (Full Narrative)
Pillars: Effortless, Customer & Talent Experience, Transparency
Perspective – Talking About Another Team
Our Subject Matter Experts play a key role in ensuring your experience remains clear and effortless, especially when more complex questions arise. They bring deep expertise in areas such as international employment regulations, country specific processes, payroll mechanics and operational workflows. When your request requires a higher level of precision, an SME provides detailed explanations, transparent context and practical recommendations, helping you navigate complexity with confidence.
They collaborate closely with Account Executives, Customer Success Managers and Customer Experience teams to ensure you always receive the right level of support at the right moment. Their goal is to reduce friction, protect the talent experience and give you absolute clarity when you are making decisions that matter.
Perspective – Talking About Yourself
As a Subject Matter Expert, my role is to support you whenever your questions go beyond standard process and require detailed or technically precise guidance. I bring specialised knowledge to help you understand complex scenarios, whether they relate to country regulations, operational workflows or payroll structures. My aim is to make these topics simple, transparent and easy for you to act on.
I work closely with your AE, CSM and the CX team to ensure you receive consistent, accurate information at every stage. My goal is to make your experience effortless, protect the experience for your talents and give you complete confidence in how your setup is managed. When your case needs deeper insight, I step in to ensure you always have the clarity you need.