Inter Department Communications Client Success Support & Client Success Manager SOP 

Inter Department Communications Client Success Support & Client Success Manager SOP 

Purpose #

The purpose of this document is to provide a base guided direction for CSS and their CSMs to communicate effectively across all departments. 

Scope #

This document applies to all CSSs and their CSMs while utilizing Teamwork tasks (on the [CSM] Tasks lists), teamwork task comments, ticketing, slack DMs, Email and Whatsapp.

Definitions & acronyms #

  • CSS: Client Success Support
  • CSM: Client Success Managers.

 

Procedures #

See Videos for how to’s #

Contact Resource #

  • Who to contact in each department – CSS’s should communicate with the respective support person or team leader in each department.  *note this list may change, please check Agency Team Directory if you need confirmation. 
    • Google Local Team – Elmer
    • Content – Zane
    • DLF – Trisha 
    • PPC – Barb
    • LSS – John
    • Website – John
    • Reputation Marketing – Phoebe
    • Intake and Operations – PJ
    • Agency Services Manager – Nicole
    • Andy – AL (communicate with AL on anything operational or non client related. For client related items communicate with Cath as she is Andy’s CSS)
    • Sales/Josh – Ada & Cristianna
    • Social Media – Alena

 

Step-by-step instructions #

  • CSS responsibilities – to follow up on tasks & tickets, communicate with the support person in each department to ensure tasks & tickets are being processed in a timely manner.  

 

  • Step 1: Teamwork tasks (Task assignments [CSM Tasks] list on the Client Master Project)
    • Step 1.1: Assign proper team members to each task (no task should be unassigned).  Assign to the relevant team member using the list stated above under the contact resource.  In addition to the relevant team members, assign yourself (CSS) and your CSM.  
    • Step 1.2: Set a due date for 48 hours, unless it warrants more time. Example, when adding new pages to a website that we have to draft content for.  This may take 7-10 days depending on the content teams timelines to deliver content.  It then has to be added to a new page on the website and formatted correctly, etc. If you are unsure of times, ask the department managers for an estimate of time using the comment section of the task.
    • Step 1.3: Comment on the task.  Once the task has been assigned and a due date added, make a comment on the task directed towards the relevant team member using the list stated above under the contact resource.  This will notify  them of the task and open a line of communication.
  • Step 2: Ticketing
    • Step 2.1: Add followers to each ticket.  Ensure you (CSS) is on every one of your CSM’s tickets.  Check the followers on each ticket you’re added to to ensure your CSM is also following said ticket.  
    • Step 2.2: Ticket Follow Ups. Ensure you are adding your tickets to your CSM spaces agenda and are following up using the note section at least every 48 hours or as warranted. Communicate with the relevant department contact as stated above.
  • Step 3: Slack DMs
    • Step 3.1:  Communicate with the relevant department contact as stated above. You can use the client channel or DM them.  
    • Step 3.3: Ensure you are commenting on teamwork first and if you need to communicate with someone in slack, remember to share the link to the task with them when notifying them so they can keep the communication on teamwork. 
  • Step 4: Email
    • Step 4.1: Communicate with the relevant department contact as stated above
    • Step 4.2: Include relevant information in detail
  • Step5: Whats App
    • Step 5.1: Communicate with the relevant department contact as stated above
    • Step 5.2: Include relevant information in detail

 

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