CONTEXT / SCOPE
Accounts will need transitioning due to multiple reasons: a leave, workload balancing, or even a position or job change. The purpose of this SOP is to provide CSMs with a full understanding and peripheral view of when and how to transition their accounts, as well as contemplate and analyze possible scenarios of doing so.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
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TABLE OF CONTENTS
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Account Health
Before transitioning our accounts, we need to consider: Who is our main contact point from the customer’s side, and how do we get along with them? Account Health will determine how the accounts are transitioned: either automatically or manually. Below are key points to consider when handing off any account, and the different scenarios.
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For these account transitions, it is mandatory for TLs to provide CS Operations with a spreadsheet of all the accounts that need to be transitioned. The List of Accounts to Transition - Account Transition SOP.xlsx https://docs.google.com/spreadsheets/d/1-FdHYFv6QDIDeNhwnOEzcEWI3Z2_KjsV/edit#gid=1395634223 spreadsheet should include:
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It is important for the TL to make a copy of the spreadsheet and avoid editing the original file.
For accounts that have Sales Opportunities and Pending Tasks, sequences will still be created, but they will not be automated. Once these are launched, the CSMs or TLs will receive a list of Outreach tasks, through which they will be able to adjust the emails before these are sent out.
Automated Transfers
Once the spreadsheet is filled, the TL will send it over to CS Operations. They, in turn, will perform the following actions:
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This is the structure for the automatic transfer sequence:
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Manual Transfers
This means that depending on the scenario, the CSM or TL will be sending semi-manual emails. The spreadsheet above should also be filled and sent over to CS Operations, and those transitional emails will appear in Outreach as tasks. These transfers entail the account falling under one of the health categories below:
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The structure for both TL and CSM manual transfer sequences is below:
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System Usage
To avoid leaving knowledge gaps for the new CSM, please perform an account analysis. This is done for the following reasons:
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As best practice, open both accounts at the same time, as you will need data from them simultaneously.
Salesforce
Go into the needed SF account, and take note of the following:
Is the main contact replying?
Are there other POCs?
Are there any escalation cases open?
If there are historical escalation cases created, what were they about?
Are there any course cases open?
Any recent notes or special mentions in the account?
LMS and Recurly
Now, log into the needed LMS account and open up the Recurly account. Take note of the following:
How many active/inactive/terminated users are there?
Are there any discrepancies with the users in the system and what they are paying for?
If they have CRED SOFT, how many active providers do they have? Is that number the same as the amount contracted?
If they have Learning and Compliance, how much are they using the modules?
Analyzing the Account
Once you have followed points 2.1 and 2.2, please fill in the.https://docs.google.com/spreadsheets/d/1Mm_UQjA1fLa3c_aJ0naKrGE26EpT2O2Naeh3n8rDoL8/edit#gid=0 . Please make sure to make your own copy of this document, and avoid altering the original file. For further clarity on how to analyze an account , it is strongly recommended to revisit point 1. “Prior Steps” of the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4135616513&draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c SOP. Please schedule a 15-minute meeting with the new CSM, to provide them with the filled Account Analysis Checklist, and give them further context. Also answer any questions the new CSM might have. Lastly, please remember to upload the filled checklist into the SF account.
CS Segment Changes:
If any account needs to be changed to a different segment (digital/core/strategic), it is necessary to follow the steps above, as well as have the 15-min meeting with the new CSM.
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Sales Opportunities
When transitioning the account, you may have recently closed opps, and others that are still in the works. It is important to mention that an account transition is absolute, which means credit for the sales will go to the new CSM.
Open Opportunities
For the new CSM to pick up the opps where you left off, please follow these steps:
Putting the new CSM up to date
For this initial step, please reach out to the new CSM and provide them details on the following:
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Admin’s overall sentiment regarding the sale, and their proactiveness to closing. For more detail on how to label this, please refer to section 3. “Expanding the Pipeline” of the MT-CS-004: Retention and Upsell SOP.
Salesforce assignments
The TL will be in charge of making the reassignment. However, if you would like to assist with reassigning, please reach out to your TL before doing so.
Notifying the admin
Lastly, to notify the admin you are negotiating with, please use the Account Transition - Manual 3 - Pending Items (Invitation to a Call) template in Outreach, as these emails to be sent will appear as Outreach Tasks. Reason being that, depending on the urgency, sales opportunities may need to be transferred sooner or later than the accounts themselves. To evaluate these exceptions, please reach out to your CSM Lead to decide the best course of action.
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Pending Tasks
As accounts grow and use the system (also depending on how much and since when), issues and tasks will surface. The new CSM will take ownership of said tasks and complete them. For that, please consider the following 3 scenarios and proceed accordingly. For any of the scenarios below, please use the Account Transition - Manual 3 - Pending Items (Invitation to a Call) template in Outreach, as these emails to be sent will appear as Outreach Tasks.
Questions and Requests
It is likely that, the more questions an admin asks, the more engaged and curious they are. They might also need help with a couple of things regarding their account or billing.
Support Tickets/Integrations/Customizations
If there are support/integration/customization tickets still being worked on for the account, it is necessary to inform the new CSM of what they are about. Also, if you have opened tickets for the same account in the past, please give the new CSM some context about them, in case the issue were to occur again.
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If admins have not replied to transition emails, please give them a call and then proceed to send them an email using the Account Transition Follow-Up template in Outreach. |
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Account Ownership Requests
When the new CSM and TL are ready to take over the transitioned accounts, the TL will reach out to CS Operations to request the adjustment of the SF fields below. CS Operations will then handle the changes internally. In addition, will send an automatic Outreach CSM Change Email to the client(s).
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