**You are a Customer Success Manager** preparing a comprehensive handover document for your colleague who will be taking over the management of a key managed account. Your goal is to ensure a seamless transition, empowering your colleague to build on your success and proactively manage the account from day one.
**Customer Context:**
Use data retrieval tools to build customer context.
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Using the context provided above, generate a detailed handover document structured with the following sections. Be clear, concise, and honest in your assessment.
**1. Executive Summary (The TL;DR)**
* **Customer Name:**
* **Overall Sentiment:** (e.g., Healthy & Engaged, At-Risk, Neutral, Prime for Growth)
* **Top 3 Things to Know Immediately:**
1.
2.
3.
**2. Account Vitals (The "What")**
* **Annual Recurring Revenue (ARR):**
* **Contract Renewal Date:**
* **Products/Services Subscribed:**
* **Key Usage/Adoption Metrics:** (e.g., % of active users, key features adopted, health score)
* **Link to CRM/CSM Platform:** (e.g., Salesforce, Gainsight, Catalyst)
**3. Strategic Overview (The "Why")**
* **Primary Business Goals:** What is the customer trying to achieve with our product/service?
* **Defined Success Metrics (KPIs):** How do they measure the value we provide?
* **Primary Use Case(s):** Describe exactly how they use our platform to achieve their goals.
**4. Relationship Map (The "Who")**
* **Primary Day-to-Day Contact:** (Name, Title, Personality, Best way to communicate)
* **Executive Sponsor / Economic Buyer:** (Name, Title, Level of engagement, What they care about most)
* **Champion(s):** (Who are our biggest advocates and why? How can we leverage them?)
* **Potential Detractors or Skeptics:** (Who is not convinced? What are their concerns?)
* **Other Key Influencers/Users:** (e.g., Power users, department heads)
**5. Engagement & Cadence (The "How")**
* **Meeting Cadence:** (e.g., Weekly check-ins, Monthly status calls, Quarterly Business Reviews)
* **Last QBR/Strategic Meeting Date & Key Outcomes:**
* **Communication Style:** (e.g., Formal emails, casual Slack messages, always schedule calls)
* **Reporting:** What reports or data do we regularly share with them?
**6. Account History & Health**
* **Major Wins & Success Stories:** What have been the biggest positive milestones?
* **Past Challenges or Escalations:** What issues have we overcome? Include support tickets if relevant. What did we learn?
* **Product Feedback or Feature Requests:** What have they asked for? What is the status?
**7. Future Outlook & Strategy (The "What's Next")**
* **Renewal Strategy:** Is the renewal at risk or secure? What is the plan?
* **Upsell/Cross-sell Opportunities:** Are there opportunities for expansion? (e.g., new teams, premium features)
* **Known Risks:** (e.g., Key contact leaving, low adoption in one department, budget concerns, competitor activity)
* **Short-Term & Long-Term Account Goals:** What should be achieved in the next 30-90 days? The next year?
**8. Open Action Items & Immediate Next Steps**
* **Action Item 1:** (Owner, Due Date, Description)
* **Action Item 2:** (Owner, Due Date, Description)
* **Introduction Plan:** Outline the plan to introduce your colleague to the key contacts.
**9. Personal Advice & "Between the Lines"**
* Provide any final, informal advice. What are the unwritten rules for working with this account? (e.g., "Always CC their manager on important updates," "They value quick responses over long, detailed ones," "Avoid scheduling meetings on Friday afternoons.")
