MT-CS-016: Out of Office Hand-off
- arlene.coello
CONTEXT / SCOPE
The purpose of this SOP is to ensure uninterrupted customer support and communication during the absence of a Customer Success Manager (CSM) and establish an effective process for customers to reach someone in case of urgent matters.
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
RESOURCES
TABLE OF CONTENTS
Out of Office Notice
As a CSM, you have the responsibility of notifying TL about any upcoming time off, to keep workflow and customer attention seamless until your return.
Notifying the CSM TL
No less than 3 workdays before OOO
It is mandatory to notify your respective CSM TLs about planned absences well in advance, no less than 3 workdays in advance.
This allows the TL to:
Designate a temporary POC (point of contact).
Delegate tasks accordingly, depending on the severity (for more detail please go to the Pending Tasks section).
Approve Bamboo time off requests
Double-check that OOO configuration was set successfully (please go to the Out of Office Set-up section for more detail).
OOO Automated Email Set-up
No less than 1 workday before OOO
To set up your Out of Office Automated Email, please follow these steps below. Remember this needs to be set up no less than 1 day before your OOO starts.
Go to your Gmail account, click on the Setting button, and then on “See All Settings”
Scroll all the way down until you reach the “Vacation Responder” section. Set up the OOO dates as shown below, and change the subject to whatever works best (“Out of Office Notice” is recommended).
Gathering Information Before Departure
Gathering as much detail and context as you can will help your team take care of pending tasks while you’re gone, so be as thorough as possible. You know your admins better than anyone. They already know your service, and you already know what they will expect from it.
Admin Information
Proactively communicate with your clients who have ongoing or pressing issues to gather necessary information. Please use the Outreach OOO Notification Email Template
Pending Tasks
To assist you with tasks, please notify your TL of any important pending tasks for your accounts, so they can follow up with your client(s) along with the Customer Support Department. These can include:
Tickets
Special tasks
Trainings
Demos
Other meetings
Pending calls
Customer Support Workflow
The main person handling these accounts should be @Jaime Alfonso Barella . In the very case he is not present, please reach out to @mario.mihalic for support. If he is not present, please reach out to @Dave Epperly .
Out of Office Set-up
Here, take the time to double-check that you have not left any loose ends regarding your OOO Notice. Remember, both admins and internal colleagues may look for us at any given time.
OOO Automated Email Check
You and your TL must confirm that the setup on the OOO Automated Email Set-up section is complete. At this point, make sure you include alternative contact information in your OOO email response, such as a dedicated support email (support@medtrainer.com) and a support phone number and dedicated back-up contact email and phone number.
Calendar OOO Days Set-up
In your Google Calendar, make sure you have your applicable OOO days set:
RingCentral Call Forwarding & OOO Email Check
Your TL will indicate who will be in touch with your admins. Your TL should request call forwarding to the IT team, ensuring your calls get forwarded to team lead or backup contact designated by your TL during your absence.
On the first day of CSM’s OOO, the TL designated backup contact needs to send a check email to the CSM, to ensure the OOO automatic reply is turned on.
Slack Vacation Set-up and Bamboo Time Off Requests
Just as general office procedure, make sure that you request your time off in Bamboo (with at least 1 week in advance), so your TL can approve it, as well as setting up a “Vacation” status in Slack, while setting yourself as away.