Update README.md (#8790)

* Update README.md

* Update README.md

* Update README.md

* Update README.md

Final handbook updates! Charlie and Zay reviewed

handbook/customers/README.md

@@ -11,6 +11,49 @@ Customers on a paid tier of Fleet can get in touch directly for commercial suppo
 | Low to medium impact | Chat support during business hours Chat: Dedicated Slack channel (confidential) </br> Response time: **≤1 business day** |
 | High to emergency impact | Expedited phone/chat support during business hours </br> Call or text [the Fleet phone number](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit) that was provided in the invoice. </br> Response time: **≤4 hours** |
 
+## New Customer Onboarding Workflow
+
+This workflow outlines the process that sales and customer success can follow when a new deal closes. 
+
+1. (AE) A customer is sent an order form
+    - If the customer requires the use of their own legal contract, the account executive (AE) will send that contract to the business operations (BizOps) team for review. Then: 
+    - If the customer can use DocuSign, the AE sends out the order form. The AE must cc themselves and BizOps on the order so that all parties receive a fully executed copy when signing is complete. 
+    c- If the customer does not use DocuSign, the AE sends out the order form directly to the customer. 
+        - The AE then sends the paper signed copy to BizOps for Fleet review and execution (via DocuSign by the CEO).  
+        - BizOps will cc the AE and stay cc’d on the contract when the final copy is sent to the CEO for Fleet execution. 
+  *Note: Chief Revenue Officer (CRO) serves as backup to BizOps
+2. The Customer and Fleet sign the order form.
+    - (AE) The AE adds the fully executed contract to the opportunity record.
+    - (AE) The AE marks the opportunity 'Closed Won' and includes the 'Closing Date'.
+    - (BizOps) BizOps team member adds fully executed contract to the [subscriptions folder](https://drive.google.com/drive/u/0/folders/1kwwg8RmnT8DyPLDDYLiJ7w5legDEPc57) (internal drive) in Fleet drive 
+3. (AE) The AE creates a 'New Sale Issue'
+    - They complete the AE tasks listed at the top of the issue.
+    - Then they assign the issue to BizOps and the Head of Customer Success (CS).
+    - The AE schedules a 30 minute internal handoff call with CS and any other related parties to the sale. 
+    - Prepare to review:
+        - Details of the deal
+        - Primary contact / their role
+        - Desired use cases / desired outcomes
+        - Reasons for purchase
+        - Previously using Fleet Free?
+        - Support tier (Premium or Ultimate)
+        - Competitive solutions in place
+        - Other relevant technologies in place 
+        - Any proof of concept (POC) notes that are relevant
+        - Customer expectations for timeline
+        - Server deployment type
+5. (CS) The Head of CS kicks off the CS responsibilities in the 'New Sale Issue'
+    - Create an “Existing Business” renewal opportunity in Salesforce.com (SFDC).   
+    - Send the customer [welcome email](https://docs.google.com/document/d/11zrktUdb5FmJQgMyhtU26Wa-YzMES2jGcqEC7cw8tAo/edit) (internal drive) & [deployment checklist template](https://docs.google.com/spreadsheets/d/1tAQV6AqrRhqKusbA9Z6-5RBtOUknjkXVJXyF-Qp1Zls/edit#gid=1709744959) (internal drive)
+    - Create the customer Slack channel
+    - Generate the customer license key 
+    - Share the license key with the customer (7 day link)
+    - Schedule the customer onboarding kickoff call
+    - Collect deployment details (if not completed during POC)
+    - Schedule the recurring customer check-in
+    - Owns running the meeting, note taking, TODO follow up, etc. 
+
+
 ## Customer success calls
 
 ### Scheduling a customer call