Jumper Media — CSM Training Overview

⭐

North Star

Every client who signs with Jumper Media should feel that their CS Manager is a strategic growth partner — not a support agent. Training builds that capability. By Week 5 the trainee owns a full Book of Business and is accountable for it.

⚠️

What We Guarantee

Map Pack visibility for at least 1 keyword in Top 3 within 90 days (MSA §9.1). We do NOT guarantee leads, calls, revenue, or business growth (§9.4). Every CSM must communicate this distinction clearly before their first client call.

Daily Structure

8:00 AM – 4:00 PM · Every Training Day

Time	Duration	Block
8:00–9:30	90 min	Session 1 — Core instruction block
9:30–9:45	15 min	Break 1
9:45–11:00	75 min	Session 2 — Instruction continues
11:00–12:00	60 min	Lunch
12:00–1:15	75 min	Session 3 — Application & practice
1:15–1:30	15 min	Break 2
1:30–2:30	60 min	Session 4 — Deep dive / workshop
2:30–2:45	15 min	Break 3
2:45–3:30	45 min	Session 5 — Activities / role plays
3:30–3:45	15 min	Break 4
3:45–4:00	15 min	Daily wrap-up, assessment, preview of tomorrow

Week 1 · Days 1–5

Know the Product & Industry

Day 1

Company Foundation & Product

Jumper Local mechanics, trial burst phenomenon, phone charging analogy, 60-second pitch.

Quiz · 80%

Day 2

SEO Fundamentals & Keywords

Three keyword tiers (Macro → Secondary → Service+Location), H1/H2/H3 + GBP mirroring, DetailedSEO.

Quiz · 80%

Day 3

Google Business Profile

GBP anatomy, GMB Everywhere, gmbaudit.com, Q&A deprecation → Website FAQ, call button update.

Quiz · 80%

Day 4

Algorithm & Ranking Fluctuations

E-E-A-T, website quality signals, 90-day timeline, fluctuation case studies.

Quiz · 80%

Day 5

MSA Mastery & Client FAQ

§9.1 guarantee, §9.3 refund + 72-hr cancellation, §9.4 visibility disclaimer, commercial terms.

MSA Quiz · 90% GATE

Week 2 · Day 6

Tools, Process & Client Skills

Day 6

Freshworks CRM

Deal anatomy, Basic Information & Jumper Local field groups, activity logging, 48-hour SLA, CRM audit exercise.

Quiz · 80%

Day 7

Jumper Local Platform

Client list & filters, three-panel layout, ARP & Coverage %, geo-grid map, action bar, reading ranking data.

Quiz · 80%

Day 8

SOPs — Doing the Work

Standard operating procedures for core CSM workflows using Freshworks and Jumper Local together.

Quiz · 70%

Day 9

Onboarding Call

Pre-call checklist, 5-phase call flow, building rapport, setting right expectations, dashboard walkthrough, post-call logging.

Quiz · 80%

Day 10

Campaign Keyword Audit

Audit framework, tier alignment cross-reference, Check Health, Churn Risk Stage matrix, live audit exercise.

Quiz · 80%

Week 3 · Days 11–15

Advanced Skills & Shadow

Day 11

Account Review Calls

Monthly review framework, BVI reporting, client narrative, CSAT and NPS triggers and conversation flow.

Quiz · 80%

Day 12

Mock Scenarios

Role play: Day 45 objection, Day 85 refund demand, competitor outrank claim, stalled rankings conversation.

Quiz · 80%

Day 13

Objections, Growth & Saves

Objection handling playbook, upsell conversation framework, save authorization levels, account growth process.

Quiz · 80%

Day 14

Shadow — Day 1

Observe assigned CSM on live calls. Camera on, mic muted. Debrief form required within 2 hours of every call.

Debrief Form

Day 15

Shadow — Day 2

Continue shadowing. Debrief form required within 2 hours. Focus on call structure, objection handling, and CRM logging.

Debrief Form

Week 4 · Days 16–20

Supervised Live Calls

Day 16

Shadow — Day 3

Final shadow day. Debrief form required. Begin preparing to lead calls independently.

Debrief Form

Day 17

Supervised Live — Day 1

Trainee leads every call. Trainer silently present. Intervenes only for guarantee commitment, escalation failure, or refund discussion.

Call Rubric · 3.0+

Day 18

Supervised Live — Day 2

Continue leading calls independently. Trainer scores using 7-area rubric (1–4 scale). Pass = 3.0+ average. Any 1 = auto fail.

Call Rubric · 3.0+

Day 19

Supervised Live — Day 3

All 5 certifications must be complete. Trainer and CS Leader co-sign green light. No unresolved client issues.

Call Rubric · 3.0+

Day 20

Green Light & Handoff

All 5 certs passed. Trainer + CS Leader green light signed. Full BoB assigned. Week 5 floor access granted.

Green Light Required

Week 5+

Hit the Floor

Week 5

Independent Operation

Full BoB assigned First KPI scorecard at Week 8 Outstanding certs = PIP

IndependenceCSM operates fully independently. Any outstanding certification from Week 4 must be passed by end of Week 5 or formal performance review is triggered and 60-day salary step-up is delayed.

MilestoneFirst KPI Scorecard at end of Week 8 (30 days post-floor).

Certifications

5 Required Before Week 5 Floor Access

📋

MSA Knowledge Quiz

15 questions · 90% pass mark · Day 5 gate · One retake permitted

📊

BVI Presentation

10-min live mock call · Call Quality Rubric · Pass = 3.0+ average

🗂️

CRM Audit

20 random accounts · Pass = 95% field completeness

🛡️

Churn Save Role-Play

At-risk client · Pass: retained or correctly escalated per save protocol

📈

Expansion Role-Play

Post-ranking conversation · Pass: progression framing, opportunity logged

Call Quality Rubric

7 Scoring Areas · 1–4 Scale · Pass = 3.0+

Dimension	What It Measures	Note
1. BVI-First Opening	Does the CSM open with BVI data, not small talk?
2. Data Accuracy	Are ranking positions and GBP metrics quoted accurately?
3. Business Narrative	Is BVI data connected to the client's specific business goal?
4. Next Milestone	Does the call end with a specific, time-bound next target?
5. No Guarantee Language	Zero promises of calls, leads, revenue, or ranking positions?
6. CRM Documentation	Updated within 2 hours, all mandatory fields accurate?	Permanent
7. Escalation & Risk	Did the CSM identify risk signals and respond correctly?	Judgment

🚫

Automatic Fail Triggers

Promises calls/leads/revenue · Approves or denies refund without CSM Leader · Makes billing push commitment without Leader authorization · Blames sales/Google/Jumper without a resolution path · Agrees with client's inaccurate expectation · Fails to escalate refund or cancellation within SLA

Tools

Introduced During Training

💼

Freshworks CRM

Internal

Primary system of record for all client data, touchpoints, risk indicators, commissions, and survey scores. Every trainee must be fluent before Week 5.

Day 6

🔍

DetailedSEO

detailed.com/extension

Chrome extension. Instant heading structure (H1–H6), canonical URL, meta tags, schema, indexability. Used with GMB Everywhere for side-by-side GBP + website comparison.

Day 2

📍

GMB Everywhere

gmbeverywhere.com

Chrome extension. Overlays GBP category data, competitor categories, and keyword signals directly on Google Maps listings. Primary GBP audit tool for all onboarding calls.

Day 3

📈

gmbaudit.com

Free GBP health score 0–100. No account required. Open at start of every onboarding call. Target: 85+/100 by Month 3. Also use for competitive analysis.

Day 3

💳

Moonclerk

Internal

Billing platform. CSMs push billing, send payment links, verify referral activations. Guided checkout = CSM on screen-share; client enters their own payment details.

Day 7

💬

Slack #cs-jumper-local

Internal

Save requests, billing pushes, refund requests, escalation flags. All saves and billing pushes must be posted here. No Slack post = no authorization.

Day 10

Key Policies

Every CSM Must Know Before Week 5

⏰ 72-Hour Cancellation Window

Active clients at renewal only (not new customers or trial). All contract types: monthly, 3-month, 6-month, annual.

Cancelled before charge, charge still processes → full refund eligible if Leader approves.

Cancelled after charge → 75% refund eligible if Leader approves.

CSM rule: never commit or deny. Escalate to CSM Leader immediately.

👥 Referral Process

CSM handles all referrals directly. No Sales routing.

Step 1: Email first — lead with referrer's name.
Step 2: Call at 48 hours if no reply.
Step 3: Intro call — condensed onboarding intro format.
Step 4: Payment via Moonclerk (send link or guided screen-share).
Step 5: $400 credit to referrer on next billing cycle when referral activates. New clients only — not additional locations.

💾 Save Tools & Authorization

CSM: 1-month Community push · promo codes (GROWTH, 2THETOP)
CSM Leader: 2-month Community or 1-month City push
Manager: 3-month Community or 1-month City push
Anyone: Free City Plan upgrade · 30-day pause

All saves via #cs-jumper-local Slack.

🔄 Refund Authorization

CSM Leader approves: ≤$3,000 or ≤$1,500 MRR
Manager approves: above those thresholds

Performance Guarantee Refund (§9.3): 4 conditions must all be met — campaign active, client cooperated, client did not interfere, request within 10 days after Day 90.

Plan Pricing

Pricing & Plans

💡

Promo Codes

Community Plans

Monthly	$499/mo	GROWTH → $399
3-Month	$449/mo avg	$1,347 total
6-Month	$349/mo avg	$2,094 total
1-Year	$300/mo avg	$3,600 total
Agency Monthly	$299/mo
Agency 3-Month	$299/mo avg	$897 total

City Plans + Add-Ons

City Monthly	$1,750/mo	2THETOP → $1,450
City 3-Month	$1,500/mo avg	$4,500 total
City 6-Month	$1,250/mo avg	$7,500 total
City 1-Year	$1,000/mo avg	$12,000 total
Agency City Monthly	$1,200/mo
GBP Management	$200/mo add-on
SMM	$500/mo add-on
SMM + GBP Bundle	$600/mo add-on

CSM TrainingProgram

8:00 AM – 4:00 PM · Every Training Day

Know the Product & Industry

Tools, Process & Client Skills

Advanced Skills & Shadow

Supervised Live Calls

Hit the Floor

5 Required Before Week 5 Floor Access

7 Scoring Areas · 1–4 Scale · Pass = 3.0+

Introduced During Training

Every CSM Must Know Before Week 5

Pricing & Plans

CSM Training
Program