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Tekton Wiki

Role Views

CSM

Current assignee: Kyle

Pinned Role View

Section titled “Pinned Role View”

CSM Responsibilities & Expectations is the high-level job description and expectation reference for the CSM seat. Start there before using the role-specific SOPs below.

This pinned role view defines:

  • what the CSM owns after the sale
  • the client communication standard
  • the 1-business-hour acknowledgment rule
  • how specialist questions are routed without losing client-response ownership
  • daily sweep and escalation expectations
  • the definition of done for the role

Special Request Responsibility

Section titled “Special Request Responsibility”

CSM owns intake and closeout for all special requests. Use Special Request Intake and Closeout when a client, client employee, third-party, or internal teammate asks for one-off production work. The CSM creates the TaskTracker task, routes it to the specialist, reviews in_review completion notes, notifies the requester, and only then marks the request complete.

Assigned SOPs

Section titled “Assigned SOPs”

These are the SOPs assigned to this role. Pages stay filed under their platform or system section.

Supporting / Handoff SOPs

Section titled “Supporting / Handoff SOPs”

These are not fully owned by the CSM, but the CSM has a client-communication, approval, routing, or escalation role. Use these when a specialist owns the technical work and Kyle owns the client-facing loop.