Portfolio Redistribution — Process Flow

Objective

Execute a seamless, low-friction redistribution of 200+ accounts across a 15-person CSM team without disrupting customer experience or dropping critical renewal signals.

Phased Execution

1. Phase 1: Data Freeze & Baseline (Week 1): Lock current assignments. Export baseline metrics (NPS, health scores, open escalations) to measure post-transition impact.
2. Phase 2: Algorithmic Proposal (Week 2): Run the Assignment Engine to generate the optimal mapping. Leadership reviews for edge cases (e.g., strategic executive relationships).
3. Phase 3: Staged Migration (Weeks 3–4):
   • Batch 1: Low-risk, green-health accounts (validate system sync).
   • Batch 2: At-risk accounts (paired with targeted handover briefs).
4. Phase 4: Customer Communication (Week 5): Automated, personalized handover emails from the outgoing CSM, introducing the new CSM with a scheduled 15-min intro call.
5. Phase 5: Post-Migration Audit (Week 6): Verify all Salesforce records, Gainsight playbooks, and calendar invites are correctly reassigned.

Guardrails

• No account with a renewal in the next 60 days is moved without VP-level approval.
• Automated rollback script available if CRM sync failures exceed 2%.

This companion page turns the operating process into a clear walkthrough while keeping the real delivery sequence intact.