Salesforce/HubSpot Field Maintenance & Post-Call Action Items

Nothing kills customer retention faster than dropped commitments after customer calls. Your VA audits recorded calls in Gong, Chorus, or Fireflies, distills decisions and explicit customer deliverables, logs them into Salesforce or HubSpot with pristine accuracy, and generates task tickets in Jira or Asana for cross-functional product teams.

• CRM Opportunity Hygiene: Updating close dates, renewal amounts, expansion stages, and primary contacts in Salesforce/HubSpot.
• Gong & Fathom Action Extraction: Reviewing call recordings to transcribe next steps, timeline requirements, and customer roadblocks.
• Client Follow-up Drafting: Preparing professional recap emails for the AM to review and send to key stakeholder points of contact.
• Contact Role Mapping: Ensuring champions, economic buyers, procurement leads, and blockers are tagged properly in CRM accounts.
• Jira/Productboard Escalations: Logging customer feature requests and tracking bug ticket statuses for client status updates.

90-Day Renewal Notifications, Price Uplift Drafting & Order Forms

Last-minute renewal panics lead to unwanted churn and uncollected contractual price increases. Your VA manages a rolling 90-60-30 day renewal calendar, drafts standardized renewal order forms with CPI price adjustments, prepares add-on tier quotes in Salesforce CPQ or Stripe Billing, and flags procurement vendor form requirements weeks before contract expiration.

• Rolling Renewal Pipeline Audits: Tracking upcoming contract expirations 90, 60, and 30 days in advance across all account tiers.
• Order Form & SOW Preparation: Generating accurate renewal addendums, seat upgrade agreements, and DocuSign envelopes.
• Price Uplift Clause Verification: Ensuring 5%-8% standard annual SaaS inflationary price increases are applied correctly.
• Failed Payment & Dunning Management: Monitoring Stripe/Chargebee for expired corporate credit cards or overdue ACH invoices.
• Security & Vendor Portal Submissions: Completing vendor questionnaire administrative items and uploading W-9s or COIs.

Customer Health Scores, Seat Underutilization & Inactivity Triage

Customers don't churn on renewal day; they churn months earlier when user activity dries up. Your VA monitors daily health score shifts in Gainsight, Totango, or Planhat. When an enterprise account's weekly active users drop, a primary champion leaves their company (tracked via LinkedIn updates), or seat consumption stalls below 50%, your VA alerts you with full context for proactive intervention.

• Gainsight / Totango Audits: Checking weekly health scores and creating automated CSM playbooks for yellow/red accounts.
• License Utilization Audits: Identifying enterprise accounts nearing 100% capacity (expansion opportunity) or under 40% (churn threat).
• Champion Movement Tracking: Monitoring key executive contacts for job changes or promotions to protect account continuity.
• Unopened Campaign Tracking: Flagging key accounts that fail to open major product release updates or maintenance bulletins.
• CSAT & NPS Survey Dispatch: Administering quarterly NPS feedback surveys and routing detractors immediately to the AM.

Sales-to-CS Handoffs, Kickoff Scheduling & Slack Connect Moderation

The first 30 days establish the tone for multi-year software retention. Your VA facilitates smooth post-sale handoffs: setting up shared Slack Connect channels, gathering tech spec requirements, dispatching welcome enablement guides, coordinating kickoff meeting schedules across busy stakeholder calendars, and answering everyday administrative questions in real time.

• Sales-to-CS Handoff Verification: Ensuring discovery notes, custom promises, and technical requirements transfer cleanly from AE to AM.
• Slack Connect & Teams Moderation: Monitoring shared customer channels for logistics questions, password resets, and documentation links.
• Kickoff Call Coordination: Navigating multi-executive availability through Calendly or Chili Piper to lock in kickoff sessions.
• User Seat Provisioning Verification: Confirming enterprise SSO (Okta/Azure AD) or manual seat invitations are completed without error.
• Enablement Resource Distribution: Sharing knowledge-base videos, API documentation, and training webinars with customer project leads.