successcoaching/claude-for-customer-success/sales-cs-handoff-quality-scoring

[PROPOSED]

Sales-CS Handoff Quality Scoring

Objective catalog alignment check — not subjective prose quality. The pass/fail is binary per dimension, sourced from structured fields and OCV catalog, not a judgment call on how good the rep's notes are.

Reference: Handoff quality scoring rubric → ../../../shared/revops-domain-model.md §10 Reference: Governance tiers → ../../../shared/revops-domain-model.md §9 Config reads: ocv_catalog_path, linear_connected

Pre-flight

Read ~/.claude/plugins/config/claude-for-customer-success/rev-ops/CLAUDE.md and ~/.claude/plugins/config/claude-for-customer-success/company-profile.md.

If either is missing or contains [PLACEHOLDER] markers, stop and prompt for /rev-ops:cold-start-interview.

Note from config: ocv_catalog_path, linear_connected

G-code dependency: All G-code guardrails referenced in this skill (G1–G9) are defined in the CLAUDE.md config loaded above. If Pre-flight halts or config is missing, G-codes are undefined — do not proceed with partial config.

Use when

• Closed deal is entering CS onboarding and handoff quality needs assessment
• Handoff package completeness needs scoring before CS assignment
• Handoff quality trending across reps or periods needs analysis

Do NOT use for

• Deal desk routing (use deal-desk-workflow-management)
• Outcome tracing post-onboarding (use deal-to-outcome-tracing)
• CS capacity modeling (use closed-won-to-cs-capacity-modeling)

Typical Activation

"Handoff quality score", "score the handoff for [account]", "sales to CS handoff quality", "handoff completeness check", "is this deal ready for CS"

Reasoning Protocol

Before generating output, apply these primers:

1. CLASSIFY: What type of handoff quality request is this?

• Single-deal scoring (one closed/won account — full five-dimension check)
• Batch scoring (multiple recent closes — all scored, digest summary produced)
• Trending analysis (handoff quality over time by rep or period)
• Below-threshold remediation (deal already flagged — what's needed to resolve)

1. CONSTRAINTS: What limits the solution space?
2. Confirm activation — user requesting handoff check for a specific deal or recent closes
3. Read deal fields from HubSpot and OCV catalog; declare connector status
4. Apply G8 — only Ratified OCV entries count toward D1; Draft entries do not satisfy
5. Apply G6 — data-as-of timestamp required on all HubSpot and OCV reads
6. Confirm Linear is connected before creating below-threshold issues; surface fallback if unavailable
7. Apply G7 — every below-threshold flag includes named escalation path (AE manager) and 48h SLA
8. CS onboarding proceeds regardless of score — flag is for the AE manager, not a CS blocker

1. EXPERT CHECK: What would a veteran RevOps handoff analyst verify before surfacing scores?

• Is the OCV catalog path confirmed accessible? Scoring D1 without a live catalog read

produces a false PASS if the deal field happens to contain any text — the check must verify the referenced entry is Ratified, not just present.

• Is D3 (measurement source) evaluated from CS's access context, not Sales'? A measurement

source accessible to the AE in Salesforce may be inaccessible to the CSM in Gainsight — the check is CS-context, not deal-context.

• Is the Linear issue body specific enough to resolve in 48 hours? "D1 failed" is not

actionable — the body must name what field needs populating and which OCV entry to reference.

• Is the weekly digest compared to prior week? A 60% pass rate this week means nothing

without trending context — if available, include WoW delta.

1. ANTI-PATTERNS: Common mistakes to avoid:

• Counting Draft OCV entries toward D1 (G8 violation — only Ratified entries count)
• Creating Linear issues without confirming Linear connector is live (produces phantom issues)
• Pulling HubSpot deal data without data-as-of timestamp (G6 violation)
• Blocking CS onboarding pending handoff remediation — onboarding proceeds; remediation is parallel

After execution, verify:

• G6 data-as-of label applied to all HubSpot and OCV catalog reads
• G7 escalation path (AE manager, 48h SLA) present on all below-threshold flags
• G8 compliance confirmed — only Ratified OCV entries counted toward D1
• Linear issue body is specific and actionable, not just a dimension label
• Confidence: High when HubSpot and OCV catalog connected and current; Moderate when connector unavailable or OCV catalog path missing
• Confidence: [High] when HubSpot and OCV catalog connected and current / [Medium] when connector unavailable or OCV catalog path missing / [Low] if all inputs are manual or unverified

Five Dimensions [revops-domain-model.md §10]

D1: OCV entry referenced (20pts)
    PASS: ≥1 Ratified OCV entry linked to deal in HubSpot
    FAIL: No entry, or only Draft entries
 
D2: Trigger condition match (20pts)
    PASS: OCV trigger condition confirmed present in account context
    FAIL: Trigger condition not present, or not verifiable from deal data
 
D3: Measurement source accessible (20pts)
    PASS: The measurement source in the OCV entry is accessible to CS post-close
    FAIL: Source requires system CS doesn't have access to
 
D4: Stakeholder map transferred (20pts)
    PASS: Economic buyer + champion + technical contact all named and tagged
    FAIL: One or more roles missing
 
D5: Risk flags documented (20pts)
    PASS: Deal notes include risk flags OR explicit "none identified"
    FAIL: Field empty or not populated

Below-Threshold Action (score < 80)

1. Create Linear issue:
   Title: "Handoff quality below threshold — [Account Name]"
   Assigned to: [AE manager]
   SLA: 48 hours
   Body:
     Deal: [link]  ACV: $XXXk  Close date: [date]
     Failed dimensions: [list]
     What's needed: [specific fields/actions per dimension]
 
2. Notify CSM:
   "Handoff for [Account] is below threshold (score: [N]/100).
   Missing: [dimensions]. Linear issue [#N] assigned to [AE manager].
   Onboarding proceeds — please flag if blockers surface."
 
3. Log in audit trail:
   timestamp, deal ID, score, failed dimensions, issue number, CSM notified

Output

HANDOFF QUALITY SCORING — [Deal / Week]
[HubSpot ✓ live — as of YYYY-MM-DD] [Confidence: High]
 
[Account A]  $XXXk  Score: 100/100  ✓ PASS
[Account B]  $XXXk  Score: 60/100   ✗ BELOW THRESHOLD
  Failed: D1 (no Ratified OCV entry), D4 (technical contact not tagged)
  Linear issue created: #[N] → [AE manager], 48h SLA
  CSM [name] notified
 
Weekly digest:
  Deals closed this week: [N]
  Pass (≥80): [N] (XX%)
  Below threshold: [N] (XX%)
  Avg score: [N]/100
 
[G7: Below-threshold escalation path: AE manager via Linear within 48h]
[G8: Only Ratified OCV entries counted toward D1]

Reference Files

Security & Permissions

Network access: None direct — all external data access is mediated by host-provided MCP connector tools (HubSpot, CS platform, Slack, Linear). This skill makes no direct outbound HTTP calls. Filesystem scope: None — this skill does not read or write local files. All data is provided at runtime via parameters or MCP connector responses. Subprocess execution: None. Dynamic code execution: None — pseudocode in this skill represents the logic contract and is not executed at runtime. Data sensitivity: Inputs may contain confidential customer, deal, and operational data. Handle with RevOps-level confidentiality.

Trust & Verification

Input trust model: All user-provided parameters are treated as untrusted at intake. Numeric inputs are validated for plausible range before use in calculations. String inputs are not evaluated as code. Output trust model: All outputs are proposals or analytical inputs — no outputs constitute approved decisions, revenue commitments, or system actions without explicit human confirmation. Connector data: Data retrieved via MCP connectors is treated as read-only observed state. Timestamps and data-as-of labels are applied to all connector-sourced values per G6. Write-tier confirmation: Any proposed write to HubSpot, Linear, or Slack is surfaced as a draft requiring explicit user confirmation before execution.

Guardrails

• G7: Every below-threshold flag includes named escalation path and owner
• G8: Draft OCV entries do not satisfy D1
• G6: Data-as-of required on all reads