The handover
Watch outPENDING D31 (onboarding model and owner; see also D25, hiring sequence). There is no customer success role at launch. This chapter describes the pack lead's recommended model: one named onboarding owner per account, through to the day-90 value review. Until Alex and John Cooper confirm it, do not name an onboarding owner to a customer as a long-term contact, do not say how long they will stay, and do not promise a call within any fixed time.
John Cooper owns sales conversations and inbound. No account is handed over without a handover record.
| Field | What goes in it |
|---|---|
| Situation, pain, impact | Team shape, who posts today; the pain and its cost in the buyer's own words |
| Critical event, decision | Why now; who signed; any compliance or IT sign-off |
| Motion, seats, band | Direct or Considered; licences; band; signup date |
| First success | The observable result agreed in the demo |
| Holly starting tier | Per person, and why |
| Governance | Who approves whose posts; written policy or not; no-go topics |
| Watch-outs, promises | Anything said in the sale to honour or correct; promises word for word |
The first success must be visible inside Maktura within 14 days and depend on nothing RED. "Win a client from LinkedIn" fails. "Everyone on the team approves and publishes a first post in their own voice" works. If a seller promised something we do not do, correct it in the first call, plainly, and tell the pack lead.