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How do you write an SOP for handing a client from sales to the account management team?
March 6, 2026·2 min read·SOPs by Role and Use Case
Write the handoff SOP by defining four things: what information transfers (deal context, client goals, contract terms, stakeholder map), when the handoff happens (contract signed + kickoff scheduled), how it is communicated (internal handoff meeting + client introduction email), and who owns what after the transition. Record the CRM steps and email templates using a capture tool.
What information must transfer?
| Category | Required Details |
|---|---|
| Deal context | Why they bought, alternatives considered, pain points |
| Client goals | What success looks like in 30/60/90 days |
| Contract terms | Scope, pricing, custom agreements, renewal date |
| Stakeholder map | Decision-maker, day-to-day contact, technical contact |
| Red flags | Concerns raised during sales, sensitivity, expectations |
| Communication style | Preferred channel, meeting frequency, time zone |
What does the handoff process look like?
| Step | Owner | Action | Timing |
|---|---|---|---|
| 1 | Sales | Complete handoff form in CRM | Day of contract signing |
| 2 | Sales | Schedule internal handoff meeting | Within 24 hours |
| 3 | Sales + AM | 30-minute internal handoff meeting | Within 48 hours |
| 4 | AM | Send client introduction email (CC sales) | Same day as internal meeting |
| 5 | AM | Schedule client kickoff call | Within 3 business days |
| 6 | Sales | Available for follow-up questions | 2 weeks post-handoff |
How do you document this?
Record the CRM workflow — completing the handoff form, sending the introduction email template, creating the kickoff calendar invite — using Glyde. The visual SOP ensures every sales rep follows the same handoff process, and no client context is lost in transition.
This answer is part of our guide to SOPs by role and use case.