Create a Support Plan When a Laboratory Champion Changes Roles

When a laboratory champion changes roles, adoption knowledge can become concentrated in a person who is no longer available. A customer success scientist can help the laboratory identify its own continuity needs and connect users to approved support resources. The scientist should not decide who is qualified to take over local responsibilities.

Ask the laboratory manager which activities the departing champion handled, who now receives user questions, and what documentation the team already uses. Identify upcoming sessions, service needs, and local handoffs that may be affected. This creates an adoption plan that maps the laboratory's actual work to the available support.

In a fictional check-in, the manager says, “Our champion starts a new role next week. Can you tell us who should replace her?” The scientist replies, “Your laboratory should select that owner. I can help map the responsibilities and available resources. Which user groups rely on her today, and who can join a transition review?” The manager names a senior technician and a coordinator for the core facility. Together they schedule a review of current questions and access to approved materials.

Practice by listing responsibilities under communication, training, support, and local decisions. Ask the manager to mark which items belong to the customer and which support resource can assist. The resulting plan makes the role change visible and gives the laboratory a focused way to maintain continuity.