Post-sale handoff — delivery and customer success

The Handoff Imperative

Closing the deal is not the finish line. In telecom, contracts span 3-5 years and value depends entirely on what happens during deployment. The handoff phase determines whether: the deployment goes smoothly and the customer becomes a reference (high-margin renewal); the deployment encounters preventable problems and the customer becomes a difficult account (low-margin or no renewal); the deployment succeeds technically but the customer relationship erodes (loses expansion opportunities). The SE's job during handoff is to ensure the delivery team has everything they need to succeed and that…