SOP-REV-sales-to-onboarding-handoff-v1.0

1. Purpose

Define what happens in the 24 hours immediately after a deal closes — the structured transfer of context, relationship, and accountability from CRO (deal owner) to customer.success (delivery owner). The handoff quality at this moment determines whether the first Assessment™ delivers what was promised.

Priority: P1. This SOP is blocking for first-deal readiness. It must be ratified before eco|monetize™ can responsibly close a paying customer.

2. Trigger

This SOP is triggered when: 1. Prospects board stage is updated to Closed-won, AND 2. Written or verbal commitment is confirmed (SOW signed or explicit verbal commitment logged in Prospects board)

3. Handoff Packet

CRO prepares and delivers a Handoff Packet to customer.success within 2 hours of Closed-won confirmation. The Handoff Packet is filed at /Claude/operations/handoffs/assessment-{company-slug}-{YYYY-MM-DD}.md:

ASSESSMENT™ HANDOFF PACKET
──────────────────────────────────────────
Customer company: {name}
Primary contact: {name, title, email, phone if available}
Deal close date: {YYYY-MM-DD}
SOW status: {Signed / Verbal commitment — signed SOW pending by {date}}
Assessment™ price: $2,500
Committed delivery window: {YYYY-MM-DD start target / 30-day max from SOW}

CONTEXT FOR DELIVERY:
Problem statement: {what they told us — verbatim or close to it}
What they expect: {their stated expectations for the Assessment output}
What sold them: {the key moment or argument that moved them — what resonated}
Sensitivities: {anything CRO observed about communication style, internal politics, expectations}
Ecosystem revenue motion: {brief summary of what the CRO learned about their current ecosystem setup}

SALES CONTEXT:
Outreach origin: {how they came into the pipeline}
Conversation history: {key touchpoints — dates and outcomes}
Briefing™ delivered: {Y/N — if Y, what did they respond to?}

DELIVERY NOTES:
Any specific scope agreements: {what was agreed that's not in the standard Assessment™ scope}
Red flags: {anything CRO is concerned about going into delivery}
Follow-on potential: {if CRO sees obvious expansion or referral opportunity}

Filed by: {CRO — date + time}
Acknowledged by: {customer.success — required within 24 hours}

4. Handoff Procedure

Step 1 — Prospects board update (immediate)

CRO updates Prospects board to Closed-won and logs: - Commitment type (written SOW / verbal) - SOW status and expected signature date if not yet signed - Primary contact confirmed

Step 2 — Handoff Packet filed (within 2 hours)

CRO authors the Handoff Packet at the path above and drops a coordination note in customer.success session directory pointing to the packet path.

Step 3 — Slack notification (within 2 hours)

CRO posts to #exec-checkins:

🟢 DEAL CLOSED — {Company name} — Assessment™ confirmed
Handoff packet filed → customer.success
SOW status: {Signed / Pending — expected {date}}

chief.staff surfaces in next CEO Daily Summary under KEY COMPLETIONS TODAY.

Step 4 — customer.success acknowledgment (within 24 hours)

customer.success reads the Handoff Packet, acknowledges it (signs the Acknowledged By field), and creates a Monday.com item for the Assessment™ delivery with: - Customer name - Committed delivery window - Delivery milestone dates - Owner: customer.success

Step 5 — SOW finalization (if not yet signed)

If SOW was verbal only at Closed-won: - CRO sends SOW template to customer within 24 hours of verbal commitment - SOW must be signed before Assessment™ delivery begins - customer.success monitors; alerts CRO if SOW is delayed beyond 48 hours - Assessment™ clock starts at SOW signature, not verbal commitment

5. Escalation

If customer.success cannot acknowledge within 24 hours (agent not active, no session available): - CRO notifies chief.staff via Slack DM - chief.staff escalates to CEO for manual customer.success activation - Assessment™ delivery does not begin without a live customer.success agent on the delivery

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Change Log

Version	Date	Change
v1.0	2026-04-21	Initial draft — sop.manager.

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Owner: cro Executive sponsor: cro Drafted by: sop.manager Status: Draft — pending CRO review + approval Version: v1.0