Meet Holly Tarepin: Lineup’s Operations Manager and Onboarding Specialist
Holly Tarpein connects the dots.
At Lineup, Holly is the go-to onboarding person. She walks new clients through the software, helps them to get comfortable with the new system, and identifies additional opportunities for Lineup to make their lives easier.
"Onboarding is the place where we connect the dots between Lineup as this ambiguous tool and the client's own ambiguous processes," Holly said. "When you see Lineup working with your own data, it really brings it back down to Earth and can get the wheels turning about how to really use it."
Before joining the Lineup team, Holly worked as an Administrative Assistant for National Council of Architectural Registration Boards (NCARB). When the opportunity came up to transition to a project coordinator role for Lineup in 2019, she jumped at the chance - and never looked back.
We asked Holly a few questions about her favorite part of Lineup, what makes the onboarding process special, and what big things she sees on the horizon for us and our clients.
Q&A with Holly
Lineup: When you started at NCARB and were first exposed to Lineup, what made you say, "This is cool! I want to be a part of this!"?
Holly Tarpein (HT): One thing I truly love about Lineup is the customization. It can fit into so many use cases and bring data that's relevant to a client to the forefront so they can make more informed decisions, which results in more fulfilled people, better teams, and better outcomes.
Lineup: What processes do you manage, and what makes them special?
HT: Externally, I manage the onboarding process. For me, I try to do two things during the onboarding process that I think are unique to Lineup: First, I want to make sure that the client feels heard and that they feel supported from the beginning. Second, I want to make sure that we're thinking long term, not just in the moment. That means talking with the client to get them thinking about things like repeatable processes. I don't want their lives to become more burdensome with new systems.
Lineup: You've been with Lineup for several years now – what's improved or changed about the onboarding process?
HT: This past year, we actually revamped our onboarding process because we realized that the tool has grown so much. Onboarding and training used to take just one hour, but we can't squeeze everything into that time. We needed a more robust training schedule.
Lineup: What does the new process look like?
HT: We wanted it to still be a light lift on the client's end. After all, our goal is to always remove the burden from them. So the new process starts with two foundational training sessions that are each one hour long. The goal with these is to transfer knowledge about every part of the system so that we're speaking the same language as early as possible, especially in regards to terminology. We like to do these as early as we can after a client signs on to Lineup.
Then, we have a more deep dive training that uses the client's own data so they can see the value and start to envision additional ways to use the tool.
This new process allows our client to be up and running to do what they need to do in Lineup within a month of signing on.
Lineup: How do you accommodate clients who might need more time or support throughout the onboarding process?
HT: This definitely happens. Some clients have more complex use cases and more data, and in those instances, we modify the onboarding schedule to meet their needs.. We always try to remain flexible and do our best to meet the client wherever they are. This attitude and service level sets us apart and ensures each client has a successful implementation.
Lineup: What changes do you see on the horizon for the onboarding process or do you think it'll remain consistent moving forward?
HT: Since everything is so customizable, it depends on how the tool grows and how our clients expand. With that said, I see some shifts in the future such as incorporating recorded segment training for companies to have something to refer back to. More broadly, the Lineup tool is constantly growing, so we are constantly thinking about how new features get talked about in training and onboarding.
Lineup: With Derek Haese as our new Director of Business Development, what excites you about Lineup for the future?
HT: I'm really excited about refocusing our efforts as a team, which Derek is leading the charge on. I'm also really excited about the direction of the tool because there are some features coming out at the end of the year that are going to be game changers for us. Overall, I'm ready to keep championing our clients and their success stories.