When transitioning a client from one Project Manager (PM) to another, it’s critical to ensure a smooth handoff that maintains continuity for both the client and the internal team.
Follow the steps below to ensure nothing falls through the cracks:Step 1: Create a Transition Document
- Build a centralized doc (Google Doc) that includes:
- Links to client resources (brand guidelines, strategy deck, status doc, calculator shared folders, client dossier, Asana projects, client website, etc.)
- Client context (history, relationship notes, preferred communication style, important stakeholders and contact information)
- Current and upcoming work:
- What’s scheduled
- What still needs to be scheduled
- Remaining deliverables in the current strategy year
- Anticipated initiatives to come
- Outline of transition timeline:
- What you (current PM) and new PM will do together
- What the new PM should take over immediately
- Gradual milestones for full ownership
- Examples:
Step 2: Schedule a Client Download Meeting
- Set up a meeting with:
- Account Manager (AM)
- Current PM
- New PM
- Purpose: Provide background, walk through the transition doc, align on timelines, and address open questions.
Step 3: Give the New PM Access to All Client Tools
- Add to client Asana Team & Projects
- Bulk add as a collaborator on all Asana tasks
- PMs to add / remove client from Asana Daily Task Check and update the link in the PML10 Board
- Add to client HubSpot portal as a Partner Admin
- Add to client’s Slack channel
- Double-check access to all shared drives/folders
Step 4: Reassign PM Tasks Based on Transition Timeline
- Using the transition doc as a guide, update Asana task ownership:
- Immediate reassignment of “day-to-day” tasks.
- Gradual handoff of larger initiatives and strategy-based tasks.
- Communicate clearly with AMs and internal contributors about ownership changes.
Step 5: Make an Internal Announcement
- Post a Slack update in the client channel:
- Introduce the new PM to the internal team
- Note the transition timeline
- Update the Vye Client Teams board with the new PM assignment and ownership changes.
Step 6: Introduce the New PM to the Client
- Options:
- Introduce on the next status call, OR
- Send a joint email with the AM, positioning the new PM as the primary point of contact moving forward.
- Be clear with the client that:
- The new PM will take the lead going forward
- You (current PM) will remain involved for a short overlap period to provide support and ensure a smooth transition
- The goal is to make the handoff seamless without disruption to their work
Sample Client Introduction Email
Subject: Introducing [New PM Name], Your New Project Manager
Hi [Client Name],
I wanted to share an update with you. [New PM Name] will be stepping in as your Project Manager going forward. They’ll be leading your day-to-day work with Vye, ensuring projects stay on track and running smoothly.
Over the next few weeks, I’ll remain closely involved to support the transition and make sure it’s seamless for you and your team. [New PM Name] and I will be working side-by-side, and then they’ll fully take over as your main point of contact.
We’re confident you’ll enjoy working with [New PM Name] and that this shift will only add more support and expertise to your team.
Looking forward to continuing to move things forward together!
Best,
[Your Name]
Step 7: Transition Meetings and Ownership
- Add the new PM to all recurring:
- Client status calls
- AM/PM touchbases
- For a defined overlap period:
- Current PM attends alongside new PM
- Gradually shift speaking/ownership to new PM
- Final step: Transfer scheduling and meeting ownership of status calls and AM/PM touchbases entirely to the new PM.