When a client changes account managers, the new owner needs more than access to a folder. They need the current promise, the decision history and the next action. Plan the transfer while the outgoing manager is still available.
Copy the handoff record
Client: [Name]
Outgoing owner: [Name]
Incoming owner: [Name]
Transfer date: [Date]
Primary client contact: [Name and preferred channel]
Current goal: [Outcome and measurement]
Contract and scope: [Approved link]
Next deadline: [Date and deliverable]
Open risk: [Issue, owner and next check]
| Item | Link or detail | Verified by new owner? |
|---|---|---|
| Recent report and decisions | [Link] | [Date] |
| Project board and pending tasks | [Link] | [Date] |
| Client assets and permissions | [Link] | [Date] |
| Invoices or billing contact | [Appropriate reference] | [Date] |
Review the actual work
The outgoing owner walks through the next two weeks of deliverables, approvals waiting on the client, promises made in meetings and any disagreement about scope. Distinguish verified facts from personal impressions. The incoming owner opens every important link and checks access before the old account is removed.
Tell the client clearly
Send a short introduction naming the new owner, effective date, contact channel and the next agreed milestone. If possible, arrange a brief joint call. The client should not have to repeat information the agency already has; the new owner can confirm priorities and invite corrections.
Example message:
Starting [date], [name] will manage your [project/service]. We have reviewed the current plan, including [next milestone]. You can continue sending requests through [channel]. We will meet on [date] to confirm priorities and answer questions.
Check the transfer after two weeks
Review missed messages, changed dates and decisions the new owner could not find. Update the project record and assign fixes to the process. If a client uses the old contact, redirect the request and verify that the new owner received it.
Connect this handoff to the client communication plan and offboarding checklist.
Editorial notes — remove before publication
The template should use only approved internal access methods. Check internal links before publication.