IETEL OS
Customer Success / Account Manager
Overview
Owns the customer relationship after signature.
Outcomes owned
- Customer acceptance obtained cleanly at project completion.
- Post-project relationship maintained — check-ins, satisfaction.
- Expansion or upsell opportunities are handed back to the Sales Director as a new Lead, not run in parallel.
Responsibilities
- Coordinates the customer walkthrough and formal acceptance sign-off.
- Owns post-closeout check-ins and satisfaction tracking.
- Handles service requests and escalations for existing customers.
- Identifies expansion opportunities and hands them to the Sales Director rather than negotiating new scope directly.
Cadence
Weekly
- Follows up on open acceptance sign-offs.
Monthly
- Reviews the post-project check-in schedule for closed accounts.
As-needed
- Runs customer walkthroughs.
- Handles service requests.
- Hands expansion leads to the Sales Director.
Authority
Authority belongs to the seat (Position), not the function — shown here for whoever currently holds this role.
Customer Success / Account Manager
- Customer acceptance coordination
- Escalation handling
Operations Manager
Handoffs
Needs from upstream
- Documentation package.
- Closed project record.
Delivers downstream
- Signed customer acceptance.
- Satisfaction record.
- Expansion leads to the Sales Director.
KPIs
Only meaningful once the underlying data is captured — see the Phase 1.5 status report for which of these are measurable today.
Customer acceptance obtained within the target window after Documentation completes.
- Documentation complete date
- Acceptance signed date
- Target window threshold
Post-project check-ins completed vs. scheduled.
- Check-in schedule
- Check-in completion status and date
Expansion leads generated and handed to Sales.
- Expansion lead created date
- Handoff date / flag
Tools / systems
- Customer contact log
- Satisfaction / check-in tracker
Future dashboard needs
- Acceptance sign-offs pending.
- Check-in schedule and completion status.
- Expansion opportunities in flight.