Define Closed-Won and Implementation Handoff
Guide defining Closed‑Won and implementation handoff standards for payroll partners.
Closed-Won Definition Guide for Payroll Sales → Implementation Handoff
Goal: Define “Closed‑Won” so sales can scale efficiently without overwhelming implementation, while keeping forecasts credible and time‑to‑live short.
The progression from interest to first payroll
- Verbal yes from the employer
- Commercial terms agreed in principle
- Paperwork sent
- Paperwork signed
- Implementation handoff call scheduled
- Implementation handoff call attended
- Account configured and funding set up
- First payroll processed
This is a continuum. Your “Closed‑Won” line should sit in the middle—not at the earliest signal and not only after first payroll.
Tradeoffs along the continuum
- Too early (e.g., verbal yes):
- Pros: Maximizes pipeline velocity and sales time on net-new.
- Cons: Sends unsold deals to implementation, creates no‑show risk, inflates forecast, and clogs capacity.
- Too late (e.g., first payroll run):
- Pros: Ultra‑high conversion to live and clean forecasts.
- Cons: Sales spends cycles shepherding post‑sale steps instead of closing the next deal, slowing net-new growth.
Recommended definition of Closed‑Won
Choose one of the following two criteria for your organization. Both strike a healthy balance between confidence and speed.
- Primary standard: Signed agreement captured by the sales rep
- Why it works: Clear, auditable, and strongly predictive of go‑live.
- Readiness signal: Customer has accepted commercial terms and obligations.
- Alternate standard: Employer attends the first implementation handoff call
- Why it works: Confirms buyer commitment and transitions ownership to implementation cleanly.
- Readiness signal: Stakeholders are engaged and prepared to complete setup steps.
Tip: Pick one standard as your default. Use the alternate when your motion or market segment makes it the stronger indicator of intent.
Required artifacts at Closed‑Won
Regardless of which standard you choose, require these inputs before marking Closed‑Won:
- Decision maker and implementation POC contacts
- Company legal name, EIN, and address
- Selected go‑live target date and frequency
- Pricing plan and discounts confirmed
- Notes on any dependencies: time & attendance, benefits, funding method, prior provider cutoff, etc.
Implementation handoff package
Provide implementation with a crisp, consistent packet:
- Summary: Deal scope, timing, and success criteria
- Contacts: Buyer, admin, payroll owner, accountant
- Commercials: Plan, add‑ons, term, discounts
- Technical dependencies: Integrations, data imports, prior provider details
- Risks and mitigations: Funding readiness, timing constraints, seasonal cycles
SLAs and ownership
- Sales → Implementation: Handoff within 1 business day of Closed‑Won
- Implementation: Acknowledge within 1 business day and propose next step
- Ownership: Implementation owns project plan after handoff; Sales remains available for escalation and expansion opportunities
Reporting and quality controls
Track these metrics to validate the definition over time:
- CW→Kickoff conversion rate
- CW→Go‑Live conversion rate and median days to go‑live
- No‑show rate for handoff calls
- Revert rate: deals moved back from Closed‑Won to open
- Implementation utilization and queue age
Guardrails:
- If CW→Kickoff falls below target or reverts rise, your definition is too early. Tighten to “signed agreement” or “attended handoff.”
- If sales capacity is constrained and CW volumes are low but conversion is near‑perfect, you may be too late. Consider moving up to “signed agreement.”
Practical checklist for reps
FAQ
- What if the employer verbally agrees but can’t sign yet? Mark as “Verbal Commit” and forecast separately. Do not move to Closed‑Won.
- Can we use “kickoff scheduled” as Closed‑Won? Only if you also require attendance or a signed agreement to prevent no‑shows from bloating the queue.
- How do we handle multi‑location rollouts? Use a parent opportunity and mark Closed‑Won at the signed master. Track site‑level activations separately.
Decision template (fill‑in)
- Our Closed‑Won standard: Signed agreement | Attended handoff call
- Rationale: <empty-block/>
- Required fields at Closed‑Won: <empty-block/>
- SLA commitments: <empty-block/>
- Metrics and targets: <empty-block/>
- Review cadence: Monthly
Did this answer your question?
😞
😐
🤩
Last updated on December 16, 2025