New employee guide

How an enterprise implementation runs, start to finish

Read this top to bottom and you will understand exactly how we take an enterprise customer from a signed contract to running on their own — every stage in order, who owns what, and the rules that never bend. About twenty minutes.

Introduction1 / 11

Audio guide — plays each section in order and follows along on the page.

1. What this job actually is

Before any of the stage names mean anything, these five answers do most of the work.

What are we implementing?: Momentum AMP — the system the customer just bought. An enterprise implementation is everything between the signed contract and the customer running their day-to-day work in it without us.
How long does one take?: Typically two to six months from signature through hypercare and formal handover. About twelve weeks may describe the core delivery path, but the real dates are agreed with the customer once the scope is signed. Ongoing Customer Success begins after handover.
What does a phase and a stage mean here?: The work is split into six phases. Each phase contains a few stages, and each stage ends at a gate — a short check that says whether we are allowed to move on.
What is a gate?: A named checkpoint (G0 through G13). It has one condition to meet and, at five points, a signature. If the condition is not met, the project waits.
Where does the paperwork come from?: Two contracts. The MSA sets the terms; the Order Form lists exactly what the customer bought — parts F, G, H and J come up constantly. Anything not written in them is out of scope until someone prices it.

2. The shape of a project

Six phases, 17 stages. Every project you touch is somewhere on this line.

Phase 1 · Evaluate
Stages 0a–0c · Before signature
Sales working the deal. We assess how hard it will be and log every promise made before signature.
Phase 2 · Commit
Stages 1–3 · 1–2 weeks
Contract signed. Sales hands off. We get set up and run the customer kickoff.
Phase 3 · Define
Stages 4–5 · 2–4 weeks
Discovery and scoping. The scope document gets signed and the dates become real.
Phase 4 · Build
Stages 6–9 · 4–12 weeks
Configuration, the final trial conversion, customer testing and sign-off, then training.
Phase 5 · Launch
Stages 10–11a · 4–6 weeks
Readiness check, go/no-go, cutover, then four to six weeks of hypercare and a confirmed move to steady state.
Phase 6 · Adopt
Stages 12–13 · Handover, then ongoing
Formal handover closes implementation within the 2–6 month journey; ongoing Customer Success, value reviews, and growth follow.

Five of the gates need a signature. Internal handoff, The scope document, Their data is correct, Testing passed, Go / no-go. Nothing moves past those without one.

3. Every stage, in order

For each stage: what happens, who is doing it, what comes out of it, and what has to be true before it can end. Read it once now; come back to it per project.

Phase 1 — Evaluate

Customer questionnaire: Momentum AMP Evaluate

Stage 0b Solution shaping · pre-contract. Sent before contract — sent by Enterprise AE, completed by Agency sponsor. Unlocks: Proposal and contract. Details

Stage 0a · Triage (internal)

The Account Executive records the first qualified conversation and public-source research to decide whether the opportunity belongs on the enterprise path.

Who: The Account Executive runs · the agency does not receive this section
What comes out of it: Template_MomentumAMP Opportunity Intake & Triage CSQ
G0 — you can move on when: The opportunity is qualified for enterprise solution shaping
Engineering Authority: Consulted when the first conversation surfaces integrations, security constraints, or non-standard requirements.

Stage 0b · Solution shaping

Sales and Solutions Consulting shape the proposed Momentum AMP solution, estimate complexity, and record every commitment before the proposal is issued.

Who: The Account Executive runs · the Solution Architect and Engineering Authority shape the solution
What comes out of it: Template_MomentumAMP Promise Log Basis of Commitment
G0b — you can move on when: The solution, tier, assumptions, and promises are ready for commercial review
Engineering Authority: Required — validates feasibility and flags anything that needs a written qualification or custom-development path.

Stage 0c · Commercial and security

Commercial terms, security, legal, and compliance questions run alongside contracting before the engagement is signed.

Who: The Account Executive runs · the agency's IT, compliance, or legal contact answers its section
What comes out of it
G0c — you can move on when: Commercial and security requirements are resolved and the contract is signed
Engineering Authority: Consulted on technical security and architecture responses.

Phase 2 — Commit

Internal record: Momentum AMP AE Opportunity RecordInternal only

Stage 1 Handoff · internal handover. Sent at contract signature, before kickoff — sent by Nobody — internal only, never sent to the agency, completed by Account Executive. Unlocks: Project Set-up is sent. Details

Customer questionnaire: Momentum AMP Project Set-up

Stage 2 Setup. Sent right after contract signature, once the AE Opportunity Record is accepted — sent by ESC Delivery Lead, completed by Agency project manager. Unlocks: Discovery Workbook. Details

Stage 1 · Handoff

At contract signature, the Account Executive completes and signs the internal AE Opportunity Record, handing the account to Enterprise Solutions Consulting. The Delivery Lead reviews the handoff before Project Set-up is sent.

Who: Account Executive completes and signs · Delivery Lead reviews
What comes out of it: Template_MomentumAMP Master Services Agreement · Template_MomentumAMP Enterprise Order Form · AE Opportunity Record
G1 — you can move on when: Contract signed and ESC Delivery Lead has accepted the AE Opportunity Record Handoff submission (G1) · signature required
Engineering Authority: Consulted when the record contains integrations, security constraints, or custom requirements.

Stage 2 · Setup

Name every owner. Build the project workspace, internal and client views, and stand up the governance registers.

Who: Delivery Lead, Training Lead, Data Migration Lead, MAC Specialist if MAC
What comes out of it: Project Charter · Stakeholder Register & Influence Map · Template_MomentumAMP Communication Plan · RAID Log · SOP_MomentumaAMP Enterprise Implementation Asana Project
G2 — you can move on when: Every workstream has a named owner
Engineering Authority: Consulted if the order form includes integrations, custom configuration, or a non-standard migration.

Stage 3 · Customer kickoff

Introduce the team, state scope boundaries plainly, and start scoping in the room.

Who: Delivery Lead · Training Lead · Data Migration Lead · MAC Specialist if MAC
What comes out of it: Template_MomentumAMP Enterprise Customer Kickoff Deck
G3 — you can move on when: Customer understands scope, cadence, and how changes work
Engineering Authority: Attends the customer kickoff when integrations or a complex migration are in scope.

Phase 3 — Define

Customer questionnaire: Momentum AMP Discovery Workbook

Stage 4 Discovery. Sent discovery, after Project Set-up (optional pre-contract path available) — sent by ESC Delivery Lead, completed by Agency team. Unlocks: Scope is written. Details

Gate sign-off: Momentum AMP Scope Sign-off

Stage 5 Scope Sign-off. Sent end of discovery, before build — sent by ESC Delivery Lead, completed by Agency scope signatory. Unlocks: Build starts; change control applies. Details

Stage 4 · Discovery

Learn how they work today. Number every workflow. Work out whether their people will actually adopt this.

Who: Delivery Lead · Data Migration Lead · Training Lead · MAC Specialist · Engineering Authority for custom asks
What comes out of it: Workflow list with WF-IDs · Data Migration Workbook · Requirements Traceability Matrix · Template_MomentumAMP Enterprise Training Admin Sign Off · Integration / API Scoping Form · Template_MomentumAMP Custom Development Scoping Request
G4 — you can move on when: Customer confirms our understanding is right
Engineering Authority: Required — co-authors the scope with Delivery Lead and owns the architecture and configuration decisions.

Stage 5 · Scope sign-off

Create the complete implementation baseline from Evaluate, Project Set-up, Discovery, cited sessions, the Order Form and sales commitments. Give every unknown an owner and date, and record Engineering feasibility for custom work before signatures.

Who: Delivery Lead authors · Agency scope signatory, agency controller, Delivery Lead and Account Executive sign
What comes out of it: Template_MAC Scoping Document · Template_AMS Scoping Document · Requirements Traceability Matrix · Template_MomentumAMP Promise Log Basis of Commitment · Change Order · Template_Momentum AMP Custom Development SOW · Template_Part G Category Election & Delivery Tracker
G5 — you can move on when: All four signers have signed the complete baseline; every unknown and open item has an owner and date; build may begin. · signature required
Engineering Authority: Provides the feasibility decision for custom work before the scope is signed.

Phase 4 — Build

Gate sign-off: Momentum AMP Data Accuracy Sign-off

Stage 7 Data Migration. Sent after the final trial conversion — sent by Data Migration Lead, completed by Agency data owner and controller. Unlocks: Final conversion is planned. Details

Gate sign-off: Momentum AMP Testing Sign-off

Stage 8 Testing. Sent when agency testing is complete — sent by ESC Delivery Lead, completed by Agency project manager. Unlocks: Training and go / no-go. Details

Stage 6 · Build

Configure the system. MAC Specialist builds MAC workflows before training. Show the customer progress every two weeks.

Who: Delivery Lead · MAC Specialist · Configuration team
What comes out of it: Configuration Workbook · Template_MomentumAMP Custom Development Scoping Request
G6 — you can move on when: Everything on the requirements list is built
Engineering Authority: Consulted on the configuration approach and the first field-mapping decisions for each source system.

Stage 7 · Data migration

Run and reconcile the final trial conversion. The agency checks counts and samples; trust and bank balances must match exactly; every exception gets a resolution and owner. If there is no migration, use the sign-off's opening-balance sections only.

Who: Data Migration Lead runs · Agency data owner and controller review · Delivery Lead signs
What comes out of it: Migration plan · Export completeness certificate · Migration Reconciliation Report
G7 — you can move on when: Agency data owner, agency controller, Data Migration Lead and Delivery Lead sign after the final trial conversion, authorizing the final conversion plan · signature required
Engineering Authority: Consulted on migration or rollback risks; not a signatory to this gate.

Stage 8 · Testing

The agency runs scenarios against every in-scope deliverable in a production-equivalent environment. Each untested item is explained; Severity 1 and 2 defects block sign-off, while Severity 3 and 4 require a workaround, owner and target date.

Who: Agency project manager leads customer testing · Delivery Lead signs · agency subject-matter expert may also sign
What comes out of it: Test Plan & Sign-off
G8 — you can move on when: Agency project manager and Delivery Lead sign with no open Severity 1 or 2 defects; training and go-live readiness may proceed · signature required
Engineering Authority: Consulted to resolve serious technical defects; not a signatory to this gate.

Stage 9 · Training

After the Testing Sign-off, plan and deliver each Order Form training category with the agency administrators. Momentum University is the prerequisite baseline before trainer-led sessions. Custom training is train-the-trainer plus initial staff training, not ongoing delivery.

Who: Training Lead · MAC Specialist for MAC topics
What comes out of it: Template_MomentumAMP Enterprise Training Admin Sign Off · Template_Part G Category Election & Delivery Tracker
G9 — you can move on when: Every elected category designed and delivered, attendance recorded, admins signed off
Engineering Authority: Consulted when training uncovers a configuration or architecture gap.

Phase 5 — Launch

Gate sign-off: Momentum AMP Go-Live Sign-off

Stage 10 Go-Live. Sent at the go / no-go meeting, before cutover — sent by ESC Delivery Lead, completed by Agency decision-maker. Unlocks: Final conversion and go-live. Details

Stage 10 · Go-live

At the go / no-go meeting, verify Scope, Data Accuracy and Testing sign-offs; complete every readiness item with evidence, owners and dates; confirm no open Severity 1 or 2 defects; then record Go, Go with conditions, or Not ready before final conversion begins.

Who: Agency go/no-go decision-maker, agency project manager, agency controller and Delivery Lead sign
What comes out of it: Readiness & Go/No-Go Record · Cutover Runbook (incl. Rollback & Freeze Notice) · Hypercare Plan (incl. Exit Criteria)
G10 — you can move on when: The four named signers record the decision; a Go authorizes final conversion under the cutover plan · signature required
Engineering Authority: Consulted on unresolved technical readiness items; not a signatory to this gate.

Stage 11 · Hypercare

We stay on it four to six weeks. Run their first commission reconciliation. Work every issue through the hypercare log.

Who: Delivery Lead · Training Lead for reconciliation · Data Migration Lead · MAC Specialist
What comes out of it: RAID Log · Post-Launch Reconciliation Record · Hypercare Issue Log with taxonomy
G11 — you can move on when: First reconciliation is clean and the hypercare issue log is under control.
Engineering Authority: On call during launch support for S1/S2 issues and unresolved architecture items.

Stage 11a · Steady-state Handover

Confirm the agency's administrators hold the system, business-as-usual support routing works, and the implementation team can release the account from hypercare.

Who: Delivery Lead · Customer Success Manager · Agency administrators
What comes out of it: Hypercare Plan (incl. Exit Criteria)
G11a — you can move on when: Hypercare exit criteria are met and steady-state ownership is accepted
Engineering Authority: Consulted only if an unresolved architecture item affects steady-state acceptance.

Phase 6 — Adopt

Customer Success instrument: Customer Success review

Stage 12 Handover · Stage 13 Grow. Sent at handover and each review cycle — sent by Customer Success, completed by Agency executive sponsor and administrators. Unlocks: Ongoing account reviews (not an implementation gate). Details

Stage 12 · Handover

Confirm hypercare exit criteria are met and the account runs as business-as-usual — support routing proven, reconciliation clean, risk register at zero. On completion of the Enterprise Onboarding Program the Client is transitioned to Support (Order Form Part H, MSA §6). Customer Success is a distinct function assigned under Order Form Part A and MSA §2(f) — it is not the support destination. Hand a clean account to both: Support takes the tickets, the named Client Success Manager takes the relationship, and Delivery Lead keeps the open promises.

Who: Delivery Lead · Customer Success Lead · Data Migration Lead
What comes out of it: RAID Log · Stage 12 Handover Record · Post-Implementation Review · Requirements Traceability Matrix · Template_MomentumAMP Promise Log Basis of Commitment
G12 — you can move on when: Customer Success Lead has accepted the handover and configuration ownership has transferred

Stage 13 · Grow

Measure results against their kickoff goals. Close the last open promises. Expansion starts again at Stage 0a Triage.

Who: CSM and Customer Success Lead on the account · Delivery Lead on open promises
What comes out of it: Template_MomentumAMP Promise Log Basis of Commitment
G13 — you can move on when: Open promises list is at zero

Custom development is the one detour. If a customer needs something standard Momentum AMP configuration does not do, it splits off at Stage 4, gets scoped and priced at Stage 5, and rejoins for testing at Stage 8 before go-live. See it on the process map.

4. The rules that never bend

Most mistakes on an implementation are one of these. Learn them before your next customer call.

No delivery work starts before the contract is signed, except the approved Discovery Workbook exception: it may be sent after Evaluate for pre-pricing discovery, then must be re-confirmed after signature and recorded in the AE Opportunity Record.
The complete journey from signature through hypercare and formal handover typically takes two to six months.
Training is sold by Part G business-function category. Each elected category includes a design session and a delivery session. Additional trainer-led sessions require the Part G bundle or a change order priced at the Professional Services rate.
Order Form Part H carries a Target Go-Live Date, expressly projected and subject to scope and customer readiness. Approximately twelve weeks may describe the core delivery path, while the complete journey through hypercare and handover typically takes two to six months. The actual timeline is established by mutual agreement and becomes a commitment at the Stage 5 scope sign-off.
Any product, feature, enhancement, report, dashboard, automation, or workflow not defined in the Order Form or an attached SOW is out of scope for onboarding. It must be documented, evaluated, and assessed for time and cost before being added to scope.
Delivery Lead and Engineering Authority architect and write the scope jointly — Delivery Lead on process and delivery, Engineering Authority on the technology side. The customer approves it before moving forward.
Every promise made on a call goes in the Promise Log.
Escalations go to Delivery Lead, who takes them to Engineering Authority.
If MAC is in scope, the workflows get built before training.
We do not hand over an unfinished account. Risk register at zero.
Momentum AMP maintains an ever-increasing set of standard automations, workflows and reports built into the Platform. No new products, features, enhancements, automations, workflows, reports or dashboards are contemplated under an Order Form unless specifically defined in it or in a separate attached SOW.
Ask once: no question repeats across forms. Every form opens with Agency name, Your name, Your email and Your title, with agency name pre-filled from the Evaluate. Anything that shapes scope, cost or timeline is collected before the Stage 5 scope sign-off.

5. Putting it into practice

Work through these in order. Each one takes you to the page you will use day to day.

1
Read the process end to end
Open the process page and read all seventeen stages once. Do not memorise it — just learn the shape so you know where any conversation sits.
Open the process
2
Learn who does what
Six or seven names come up on every project. Learn who runs delivery, who owns the technical answer, who owns the customer relationship, and who you escalate to.
See the team
3
Sit in on the meetings
Every recurring meeting has a fixed agenda. Join them as an observer first and follow along on the agenda.
See the meetings
4
Find the templates before you need them
Every register, standard and template lives in one library with its link attached. Bookmark it.
Open the library
5
Look up anything you did not understand
MSA, Part G, WF-ID, hypercare, UAT. If a word slowed you down, it is defined here.
Open the glossary
6
Watch how we present it to a customer
The customer walkthrough is the same process in the customer's words. Reading it teaches you what we promise out loud — and what we never say.
Open the walkthrough

Still unsure about something? Escalations go to the Delivery Lead, who involves the Engineering Authority when needed. Asking early is always cheaper than a promise we cannot keep.