Handing over a client account to a new account manager

Before the handover

• Outgoing manager drafts the note: open proposals, approvals, running tests with start dates, and the client's goals in the client's own words.

The handover note

• Owner and due date for every open item.
• Access list: who holds which logins and roles, and what the new manager needs.
• Definitions and where they live, such as the data definitions sheet.
• Known problems: tracking gaps, slow approvals, and how the client prefers to be contacted.

Meeting with the client

• Introduce the new manager in writing first, then hold a call of 30 minutes at most.
• Walk through the note together. The client confirms or corrects each item, and the new manager owns the note from that call, with the agency lead as sign off.

The first 30 days

• Week one is read only: review the last three weekly reviews, then ask the outgoing manager about anything that looks wrong.

Checklist

• Open items have owners and dates, and the client has confirmed the handover in writing.
• Access list reviewed, and the outgoing manager is reachable for 30 days.