What process you follow for handover of new accounts to Customer Success teams?

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13
Sunbunny31
Politicker
5
Sr Sales Executive 🐰
PS is involved all along the way. CS is introduced as soon after contract signature as possible. We have an internal meeting to discuss and transition, and then one with all of us + the customer.
antiASKHOLE
Tycoon
5
Bravado's Resident Asshole
It gets sent to them as soon as the agreement is signed and processed .
TennisandSales
Politicker
2
Head Of Sales
the process i HAVE to follow? or the process that we SHOULD be following?

Current process:
1. i close deal.
2. I complete a hand off doc that CS created.
3. I then input ALL of that same info in SFDC.
4. I then have a meeting with 3 ppl and repeat all the same info again to them.
5. then i have to do a complete deal defense for some reason and convince them they are worthy of their help.
fucking bonkers.

Ideal process:
1. close a deal
2. I scroll down to the CS section of SFDC
3. Input all the needed info
4. Send an email to CS with link.
5. Only have a meeting if there are specific questions
saaskicker
Celebrated Contributor
1
Enterprise AE
Can you provide a bit more detail about what size (ACV) deal, type of tech/services and how many accounts each customer success person typically manages?

This will help guide answers.

Is there any process today in the hand off?
Kosta_Konfucius
Politicker
1
Sales Rep
Introduce right when the sign or give you a verbal, be a part of all meetings until kickoff

If support is a big part of the selection criteria, introduce after demos
jefe
Arsonist
1
🍁
Make sure the CRM is updated and be involved in the introduction/handoff/kickoff.
SoccerandSales
Big Shot
0
Account Executive
Email to CS with all info on deal, attend kickoff call and that’s that
Diablo
Politicker
0
Sr. AE
For us it depends upon the deal size. We don’t assign all accounts to a CSM.

We fill all the details about the deal that is referred by the csm, once we know who the csm is (takes a few days as we kick off with an on-boarding session done by a different team) we do intro.
ThatNewAE
Big Shot
0
Account Executive - Mid enterprise
In my company, the AE has to handover the new accounts to CS teams 30 days after closing them. I have a MBR set up with them, I loop the CS in the call. I intro the CS to the customer, ask the customer for feedback on implementation so far and what additional they want us to do.

By doing this, the CS also knows the pulse of the customer, what more they need to do and the customer knows the CS now.

I'm out.
SaaSyBee
Politicker
0
Founder
We automate as much as possible with a CLM that syncs with HubSpot. So all the contract data goes into HubSpot and then CS has access to the key details of the deal. Then they get an alert in Slack automatically so they know how to get started with onboarding. When implementation is done, we also get an alert in Slack.
SDM
Politicker
0
Sales development manager
We follow this - share email chain and we have a handover doc.. that we fill share it with CS team. Once they review we schedule a call with them to share our exp. Insights and answer any questions if any. Post that we introduce them before scheduling the kickoff and creat skype groups for sales and CS team... Use these groups for next 1-2 months to support (if needed)

My company used to do a sudden transfer of accounts from sales to CS but I suggested to start including CS after paperwork is signed and make it a smooth process for both clients and CS team. This way both parties get enough time and meetings to get to know each other. Any thoughts?
7

Sales Managers often assist AEs in closing sales (sitting in on demos, providing support in pricing calls etc). What can SDR Managers do to provide similar support?

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8
7

Gratitude for the close - How far do you go to thank the assist team (BDR, Sales Eng, Customer Success...)

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How far do you go to recognize team mates?
43% Send a gift at some point in the year
41% Include all assist people in the shout out email
11% Write unsolicited feedback in their review
5% I win alone
44 people voted