CSM Department Managers – Client Status Request SOP

Purpose #

This SOP is on how to go about internal status requests and get status and feedback in a timely manner.

Scope #

This is useful for CSM’s and CSS when they would need a status request for a client from the rest of the departments.

Definitions & acronyms #

• CSM: Client Success Manager
• CSS: Client Success Support

Procedures #

Add how to video or resource.

Step-by-step instructions #

Describe the process in detail using flow charts and/or hierarchical checklists.

• • Step 1: Go to the client notebook on Teamwork

• Step 2: Under the messages tab, click on Add a message 

• Step 3: Service Status request format should be as follows:

• Service Status Request – [mm.dd.yyyy] 

Hi, im looking for an update on the following services:

Content (Blogs & Press Releases)
Digital Lead Funnels (facebook Ads) Both English
E-Mail Newsletter Marketing
Google Ad Posts
Google Local Service (GMB)
Hosting – Kick-Off
Local Organic (LSS) has this been launched?
PPC + Retargeting
Reputation Marketing
Social Media (*Enhanced)
Website

Thank you,

*enter only services the client has

• Step 4: Notify all managers in the Select people option.
• Step 5: Post Message.
• Step 6: CSS’s should follow up on these requests every 24 hours. Please tag only the managers with pending updates (leave out those who already have responded)

Note: CSM’s should ask for status updates at least once a month, for all departments, at least 2 days prior to a client meeting.
If there is an issue with a client, take it to Jonelle. CSM’s should take charge of their clients.