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

TABLE OF CONTENTS

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.

Note: Overall account health greatly depends on the relationship quality we build with our designated admin(s). Therefore, it is key to improve it as much as possible. Regardless of the scenario, it is necessary to perform an account analysis (which will be further explained in System Usage), before handing off the account. 

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 spreadsheet should include:

• SF Account ID

• Account Name

• LMS ID

• Recurly ID

• MRR

• Main POC contact information:

  • First Name

  • Last Name

  • Email Address

  • Phone Number

• New CSM full name

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:

• Update SF accounts on Opportunity and Account Level. The new CSM is responsible for updating the onboarding object ownership fields. 

• Launch an Outreach Account Transition Sequence, setting the new CSM as the sequencer, and send an automated email.. This will be done if the account falls under one of the account health categories below: 

  • Healthy/Stable: This means rapport has been established between CSM and Admin. At this point, the admin feels at the very least comfortable, and communication is consistent or fairly consistent. No escalation cases due to negative experiences/issues have been opened. CS Operations will be using the Account Transition - Automatic 1 - Intro by New CSM template in Outreach for this scenario.

  • Undefined: This status pertains to unresponsive accounts. One or more of the following are possible.

    • The admin has not responded to our emails nor answered our calls.

    • The main POC is outdated or does not have an active LMS user profile.

    • The  main POC is on leave/has been terminated/in unknown status.

    • The account may be past due.

This is the structure for the automatic transfer sequence:

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:

• Risky/Unstable: Opposite to the first scenario, accounts that fall under this category are the ones that are disengaging, or when they engage, it is to express concerns or displeasure with the service. For further clarity on accounts at risk, please review points 1.1 and 1.2  of the MT-CS-004 Retention and Upsell SOP in the SOP Folder (CSM Access). 

  • Escalation Cases: Depending on the issues pertaining to the account’s experience, there might be SF Cases already created, or you might have already created one. Go into the SF account in question and then review any cases that are there, to get full context on the root causes of their disengagement.

Once we have reviewed all historical cases in the account, as well as any cases recently created, it is best practice to follow the Rescue Plan process found in section 6 of the MT-CS-003-04 Adoption SOP in the SOP Folder (CSM Access), to attempt a customer save. To recap, and depending on the scenario, the general de-escalation categories are the following: Empathy and gratitude statement, .Involving sales, Going above and beyond.

• A Fresh Start for Admins: In this almost worst-case scenario, the admin completely disengages from the assigned CSM, wants to have a new CSM assigned to their account, or asks for someone else to talk to. In this case, the corresponding TL will engage in conversation with the customer.   The TL will be set as the sequencer, and will be using either the  Account Transition - Manual 1 - Fresh Start (By TL) or the  Account Transition - Manual 2 - New CSM Intro (By TL) in Outreach as guidelines, depending on the tone needed. Depending on how severe the issue is, it may be via email, phone or even a meeting.

Lastly, after the TL reaches out, the new CSM will make use of the Account Transition - Automatic 1 - Intro by New CSM  template in Outreach to reach out to the admin. Though the template says “Automatic”, it will serve as a manual step in escalated situations like the two above.

The structure for both TL and CSM manual transfer sequences is below:

System Usage

To avoid leaving knowledge gaps for the new CSM, please perform an account analysis. This is done for the following reasons:

• Doing some research to have a broader view of the accounts unresponsive status.

• Have data to provide in case more information is requested about how unresponsive the account is.

• Providing background information to the new CSM.

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.

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:

• What the sale is about.

• How it originated.

• Who the RSM is and the dynamic you both have with the account.

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.

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. 

When sending the transitional email to the admin, here are the steps to follow for both possible scenarios:

• Open Support Tickets

• Open Integration and Customization Tickets

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).

• Customer Success Manager

• Customer Success Manager Leader