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🛠️ Internal SOP: Managing Gold Tier Special Cases

Tone and Engagement Guidelines for High-Touch Clients with Special Considerations

Camilo Aponte avatar
Written by Camilo Aponte
Updated over 3 weeks ago

This SOP outlines key communication practices and engagement strategies for managing Gold Tier clients with special considerations. It's designed to help new CSMs at Search Atlas:

  • Understand the right tone and approach for each account.

  • Avoid repeating past mistakes or frustrations.

  • Maintain positive relationships and deliver a tailored experience.

  • Ensure consistency when accounts are reassigned or supported by new team members.

📌 General Instructions for Gold Tier Accounts

  1. Always review pain points before contacting the client. They give essential context about historical frustrations.

  2. Follow the best practices for each account. These reflect what has worked in real client interactions.

  3. Keep internal documentation up to date (Slack channels, Intercom notes, or KB entries).

  4. Prioritize clarity, responsiveness, and platform stability. These are common expectations across all Gold Tier accounts.

🧾 How to Review Each Case

For each client below, check:

  • Their dedicated Slack channel

  • Documented pain points

  • Suggested best practices

🧠 Account-Specific Guidance

1. partners-ready2ride-searchatlas

  • Pain Points: Issues with the Report Builder; general lack of understanding of how the platform works.

  • Best Practices: Be patient and provide clear timelines, even if long. Explain processes clearly, especially where technical limitations exist.

2. partners-pageonewebsolutions-searchatlas

  • Pain Points: Ongoing frustrations with OTTO and platform stability.

  • Best Practices: Respond quickly. Make them feel heard and prioritized. Avoid robotic or vague language—be empathetic and actionable.

3. partners-shoppersadvantage-searchatlas

  • Pain Points: Technical confusion and usability issues.

  • Best Practices: Avoid technical jargon. Use plain language. Check for understanding with closed-ended questions.

4. partners-iseekplant-searchatlas

  • Pain Points: Frustrations with scheduling and platform reliability.

  • Best Practices: Use Loom videos to show solutions visually. Don't rely solely on written explanations.

5. partners-orangellow-thesmservices-search-atlas

  • Pain Points: Their internal SEO team was let go. They are now handling SEO on their own.

  • Best Practices: Move fast. Send Loom videos proactively—don’t wait for them to ask. Take initiative.

❌ What to Avoid

❌ Generic or templated responses, especially when clients are already frustrated.

❌ Promising quick fixes if you're not 100% sure.

❌ Overloading technical instructions without visual guidance

❌ Sending links or documentation without explanation.

✅ Shared Best Practices Across All Gold Tier Accounts

  • Be proactive, not reactive.

  • Use Loom videos to clarify complex topics.

  • Confirm comprehension with direct questions, like:

    “Does this answer your question?”
    “Would you like to hop on a quick call to walk through it?”

🔄 How to Update Cases

If you identify new behavior patterns in any account:

  1. Add internal notes in Intercom for that account.

  2. Share findings in the #cs-gold-tier Slack channel.

  3. Request an update to this SOP if it becomes a repeatable insight.

Client relationships at the Gold Tier level aren’t just about resolving tickets—they’re about building confidence and continuity. Each case here tells a story of where things went wrong and what we did to course-correct.

This SOP isn't just a checklist—it’s a reflection of what works, what to avoid, and how to protect relationships that matter most. Whether you’re jumping into a new account or helping a long-standing client navigate challenges, this guide ensures you're not starting from scratch.

Refer to it often. Update it when needed. And above all, use it to lead with empathy, clarity, and precision.

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