When a contract is signed, the sales representative handling the deal will schedule an internal handover with the assigned Project Manager (PM), Customer Success Manager (CSM), and the quoting team.
In preparation for this meeting, you should:
- Review the Statement of Work (SoW) to understand the project scope.
- Check client notes in HubSpot for any key details.
- Complete basic admin tasks such as creating a dedicated Slack channel and a customer folder in Cylindo’s Google Drive.
Let’s start by reviewing the Statement of Work in detail.
Statement of Work (SoW)
When onboarding a new client, the first step is reviewing the Statement of Work (SoW). This document outlines the scope of the project and serves as the foundation for our work. You can find the SoW on PandaDoc using the PM login (pinned to the PM Only Slack channel).
Key Areas to Focus On:
1. Platform License
The platform license specifies the total number of products the client can host on the Cylindo platform during their license term (typically three years).
2. Project Services Scope & Specifications
This is the most critical section, as it defines the client's content creation commitment. It's important to note that:
- The platform license may allow for more products than the initial content creation agreement.
- Content creation is a one-time cost—clients can opt to produce additional batches later.
3. Cylindo Modules Included
Understanding which Cylindo modules are part of the contract (Studio, Curator, AR, etc.) is essential because:
- It can affect how assets are set up; for example, we can't use Grouped Products if the assets are needed for Studio)
- It can impact the timeline; for example, if Studio images are required for the initial go-live, asset creation must be completed early to leave time for Studio image generation.
4. Timeline & Milestones
Carefully review the project's milestones and deadlines to manage client expectations effectively.
5. Scope Assumptions
While much of this section contains standard text, each client may have unique assumptions and conditions that need close attention.
Important Considerations:
- The individuals you’ll work with may not be the same people who signed the SoW.
- Don't assume the project team is fully aware of the contract details—be proactive in clarifying the scope when needed.
By thoroughly reviewing the SoW, you’ll ensure a smooth project kickoff and alignment with client expectations.
Admin tasks
1. Create a Dedicated Slack Channel:
Set up a Slack channel for the new customer to ensure smooth communication. This can be done by Sales, the Project Manager (PM), or the Customer Success Manager (CSM)—as long as one is created before the project kickoff.
2. Customer Folder in Google Drive:
Next, create a customer folder in Cylindo’s Google Drive. Like the Slack channel, this can be set up by the PM, CSM, or Sales. The folder should be structured into two sections:
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Internal: Used for internal documents like a copy of the handover template, which you should use for note taking during the sales handover meeting.
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External: Shared with the client and used for meeting agendas (find template here) and the Master Project Spreadsheet (find template here).
Sales Handover Meeting
The sales handover meeting is an opportunity to clarify any remaining questions after reviewing the Statement of Work (SoW) and HubSpot notes. This meeting is essential for ensuring that we appear as a prepared and informed team during the client kick-off call.
To make the meeting more efficient:
- Create a copy of the template and pre-fill the handover document with any available information beforehand to avoid asking already-answered questions.
- Keep it informal—the handover notes are meant to guide the conversation, not serve as a strict checklist.
- Note-taking is handled by the PM and CSM, not the sales representative. The sales team is there to provide insights and answer questions rather than prepare the document in advance.
This meeting helps align internal teams, ensuring a smooth transition into project execution and a confident start to client interactions.