SOP TITLE New Client Onboarding Procedure PURPOSE This SOP ensures every new client receives a consistent, professional onboarding experience and that all necessary information is collected before project work begins. SCOPE Applies to: Account managers Used when: A new client contract is signed and the project is ready to begin MATERIALS / TOOLS NEEDED • Gmail (client communication) • Calendly (scheduling) • Asana (project setup) • Google Drive (asset storage) STEP-BY-STEP PROCEDURE 1. Send the welcome email within 24 hours of contract signing, using the standard onboarding template 2. Send a Calendly link for the kickoff call, offering at least 3 time slot options within the next 5 business days 3. During the kickoff call, walk through the project timeline and confirm key contacts on the client side 4. Request brand assets (logo, brand guide, access credentials) via a shared Google Drive folder - If assets aren't received within 3 days, send a follow-up reminder 5. Create the project in Asana using the onboarding template, including all standard milestones 6. Assign the project to the relevant team members and notify them in the project channel COMMON MISTAKES TO AVOID • Skipping the brand asset request until it's urgently needed, causing delays later in the project • Creating the Asana project before the kickoff call, leading to milestones that don't reflect what was actually discussed RESPONSIBLE ROLE(S) Account Manager owns this process. Questions go to the Operations Lead. REVIEW SCHEDULE Review this SOP quarterly or immediately after any client feedback about the onboarding experience.