# SOP: New Client Onboarding (Signed Agreement → Internal Kickoff) **Labeling:** Items marked **[Provided]** come from your input. Items marked **[Proposed]** are my recommendations and need your confirmation. You said the current process is only partly documented and didn't share the existing steps, so the full sequence below is proposed. --- ## 📋 SOP Overview | Field | Detail | |---|---| | **SOP Title** | New Client Onboarding: Signed Agreement to Internal Kickoff | | **Purpose** | Give every new client the same onboarding, with all required information and assets confirmed before kickoff | | **Business Context** | Small B2B digital marketing agency: content strategy, SEO, website messaging **[Provided]** | | **Process Owner** | Account Manager **[Provided]** | | **Intended Users** | Account Manager, Project Manager, Strategist; new hires during onboarding | | **Scope** | **Starts:** agreement is fully signed. **Ends:** internal kickoff held and project board ready. Excludes sales, contract negotiation, billing setup, and the client-facing kickoff call (see Open Questions). | | **Expected Outcome** | Complete client folder, completed questionnaire, strategist-reviewed requirements, and a scheduled kickoff with no missing inputs | | **Version / Status** | v0.1 DRAFT. Not yet tested or approved. | --- ## 🎯 Process Objectives & Success Criteria | Objective | Success Measure **[Proposed]** | |---|---| | Consistency | 100% of new clients follow the same checklist | | Fewer missing documents | Zero kickoffs held with unresolved *required* items (or a documented waiver) | | Clear handoffs | Each handoff has a named owner and a written confirmation | | Professional experience | Client gets a welcome message within 1 business day and is never asked for the same info twice | | Low admin load | Fits in one checklist, one folder template, one Notion page per client | | Speed | Target of ≤10 business days from signature to kickoff (**confirm the target**) | --- ## 👥 Roles & Responsibilities | Role | Responsibility | |---|---| | **Account Manager (AM)** *(owner)* | Runs the process end to end, communicates with the client, chases missing items, confirms readiness | | **Project Manager (PM)** | Sets up the project board, schedules kickoff, coordinates delivery team | | **Strategist** | Reviews requirements for completeness and feasibility, flags gaps and scope concerns | | **Client** | Completes the questionnaire and supplies business information and assets | | **Backup AM** *(proposed)* | Covers if the AM is out; **name to be confirmed** | --- ## 🛠️ Required Tools, Inputs & Prerequisites **Tools [Provided]:** Email, Google Drive, Notion, project management board, onboarding questionnaire, shared client folders. | Required Input | Source | Notes | |---|---|---| | Signed agreement (fully executed) | AM | Must be on file in Drive | | Scope / deliverables from agreement | AM | Basis for strategist review | | Client primary contact + decision-maker | Client | Confirm who approves work | | Completed onboarding questionnaire | Client | | | Brand and business assets | Client | Logos, style guide, past content, product/service info | | Access items (analytics, Search Console, CMS) | Client | **Only if the scope needs them** | **Prerequisites [Proposed]:** Client folder template and Notion client page template exist. The asset checklist is defined per service type (content, SEO, messaging). --- ## 🔔 Process Trigger & Starting Conditions - **Trigger:** The agreement is fully signed by both parties. **[Provided]** - **Starting conditions [Proposed]:** The AM has the signed copy, the scope is clear, and the client contact is known. - **Do not start** if the agreement is partially signed. Escalate to the AM, then the owner/lead. --- ## ⚙️ Step-by-Step Standard Operating Procedure ### Step 1: Log the Signed Agreement and Open the Client Record | Item | Detail | |---|---| | **Role** | AM | | **Action** | Save the signed agreement to Drive. Create the client folder from the template. Create the client page in Notion with the client name, scope summary, key dates, and contacts. | | **Inputs/Tools** | Signed agreement, folder template, Notion template | | **Output** | Client folder + Notion page | | **Checkpoint** | Agreement is in the folder; Notion page has scope, contacts, and start date | ### Step 2: Send the Welcome Email and Onboarding Package | Item | Detail | |---|---| | **Role** | AM | | **Action** | Send the welcome email using a standard template. Include: the questionnaire link, the asset checklist, the shared folder link, what happens next, a due date for returned items, and the AM as the point of contact. | | **Inputs/Tools** | Email, questionnaire, asset checklist | | **Output** | Welcome email sent; "Waiting on client" status in Notion | | **Checkpoint** | Sent within **1 business day** of signature **[Proposed]**; send date and due date logged | ### Step 3: Notify the Internal Team | Item | Detail | |---|---| | **Role** | AM → PM, Strategist | | **Action** | Post a handoff note in Notion (or email) with the scope, client contact, target kickoff window, and any known risks or special requests. | | **Output** | PM and Strategist acknowledged | | **Checkpoint** | Both have confirmed receipt in writing | ### Step 4: Track Client Submissions | Item | Detail | |---|---| | **Role** | AM | | **Action** | Check the folder and questionnaire status on Day 3 and Day 5 **[Proposed]**. Tick received items on the asset checklist. Send one consolidated reminder listing exactly what is missing. | | **Output** | Updated asset checklist | | **Checkpoint** | Every *required* item is marked Received, Not Applicable, or Waived (with a reason) | ### Step 5: Completeness Check | Item | Detail | |---|---| | **Role** | AM | | **Action** | Review the questionnaire for blank or vague answers and check that files open and are usable. Compile follow-up questions into one message to the client. | | **Output** | Complete (or flagged) submission | | **Checkpoint** | AM marks "Ready for strategist review" in Notion | ### Step 6: Strategist Requirements Review | Item | Detail | |---|---| | **Role** | Strategist | | **Action** | Compare the questionnaire and assets with the agreement scope. Record: confirmed goals, target audience and competitors, gaps, assumptions, and any scope mismatch. Mark the result **Approved**, **Approved with open items**, or **Needs client input**. | | **Output** | Written review note in the client's Notion page | | **Checkpoint** | Review status recorded; gaps converted into specific client questions | ### Step 7: Close Gaps | Item | Detail | |---|---| | **Role** | AM (with Strategist support) | | **Action** | Send the strategist's questions to the client in one message. Re-check on receipt. | | **Output** | Updated assets and answers | | **Checkpoint** | Strategist confirms the review is Approved, or open items are explicitly accepted | ### Step 8: Set Up the Project and Schedule Kickoff | Item | Detail | |---|---| | **Role** | PM | | **Action** | Create the project in the board with milestones and owners based on scope. Link the Notion page and Drive folder. Schedule the internal kickoff. | | **Output** | Configured board, scheduled kickoff | | **Checkpoint** | Board matches scope; every task has an owner | ### Step 9: Readiness Gate | Item | Detail | |---|---| | **Role** | AM + PM + Strategist | | **Action** | Confirm the Go/No-Go criteria in the Quality Control section. | | **Output** | Go / Conditional Go / No-Go recorded | | **Checkpoint** | Decision logged in Notion with date | ### Step 10: Hold the Internal Kickoff | Item | Detail | |---|---| | **Role** | PM (facilitates) | | **Action** | Review scope, timeline, risks, and client preferences. Assign next actions. Record the outcome. | | **Output** | Kickoff notes and action items | | **Checkpoint** | Notes saved; the AM sends the client a confirmation of next steps **[Proposed]** | --- ## 🔀 Decision Points, Approvals & Handoffs | Point | Decision / Handoff | Decider | Rule **[Proposed]** | |---|---|---|---| | After Step 1 | Agreement valid? | AM | Proceed only if fully signed | | Step 3 | AM → PM/Strategist handoff | AM | Written acknowledgment required | | Step 5 | Submission complete enough to review? | AM | Required items present | | Step 6 | Requirements approved? | Strategist | Approved / Approved with open items / Needs input | | Step 9 | Go / Conditional Go / No-Go | AM + PM, with Strategist input | See Quality Control | | Step 10 | PM → delivery team | PM | Board and notes complete | **Who may approve a waiver of a required item is not defined in your input. See Open Questions.** --- ## ✅ Quality Control & Verification Checkpoints **Go/No-Go Gate (Step 9) [Proposed]:** | Criterion | Required? | |---|---| | Signed agreement in folder | Yes | | Questionnaire fully completed | Yes | | Required assets received and opened successfully | Yes (or documented waiver) | | Strategist review status recorded | Yes | | Client decision-maker and approver identified | Yes | | Project board built and owners assigned | Yes | | Scope matches the agreement | Yes | - **Go:** all criteria met. - **Conditional Go:** only non-critical items outstanding. Each has an owner and a due date. - **No-Go:** any critical item missing. Hold kickoff and escalate. **Standing checks:** use the same naming convention for files; verify links and permissions on shared folders; use only one source of truth per client (the Notion page). --- ## ⚠️ Exceptions, Errors & Escalation Procedures | Situation | Recovery **[Proposed]** | Escalate to | |---|---|---| | Client doesn't respond by due date | Reminder on Day 3, second on Day 5, then phone or alternate contact | Owner/lead at Day 7 | | Questionnaire incomplete or vague | Send targeted follow-up questions in one message | Strategist if still unclear | | Missing or unusable assets | Request replacements; log in checklist; use waiver only if not critical | AM + Strategist | | Scope in questionnaire exceeds the agreement | Pause. Do not accept new work informally. | Owner/lead (change request process, if one exists) | | Contract issue (unsigned page, wrong entity) | Stop onboarding | Owner/lead; confirm with qualified legal personnel | | AM unavailable | Backup AM takes over using the Notion page | Owner/lead | | Client sends sensitive credentials by email | Request a secure method; remove from email threads | Owner/lead (confirm security policy) | --- ## 🗂️ Documentation & Recordkeeping | Record | Location | Owner | |---|---|---| | Signed agreement | Drive / `Client / 01 Contract` | AM | | Questionnaire responses | Drive or Notion | AM | | Client assets | Drive / `Client / 02 Assets` | AM | | Asset checklist and status log | Notion client page | AM | | Strategist review | Notion client page | Strategist | | Go/No-Go decision | Notion client page | AM/PM | | Kickoff notes | Notion client page | PM | | Key client emails | Linked or saved once to Notion | AM | **Proposed standards:** one folder template with consistent subfolders (`Contract`, `Assets`, `Strategy`, `Deliverables`); file naming `ClientName_DocType_YYYY-MM-DD`; limit access to project staff. **Retention periods and privacy obligations must be confirmed before implementation.** --- ## ☑️ Quick Execution Checklist - [ ] Fully signed agreement saved to Drive - [ ] Client folder created from template - [ ] Notion client page created (scope, contacts, dates) - [ ] Welcome email sent within 1 business day, with questionnaire, asset checklist, and due date - [ ] PM and Strategist notified and acknowledged - [ ] Day 3 and Day 5 status checks done; one consolidated reminder sent - [ ] Questionnaire complete; files open correctly - [ ] Strategist review recorded (status + gaps) - [ ] Gaps sent to client in one message and resolved - [ ] Project board built, owners assigned, kickoff scheduled - [ ] Go/No-Go decision logged - [ ] Internal kickoff held; notes saved - [ ] Client sent next-steps confirmation --- ## 💡 Process Improvement Opportunities | Opportunity | Benefit | Effort | |---|---|---| | Templated welcome email + questionnaire + asset checklist | Consistency; faster Step 2 | Low | | Notion client-page template with status field and built-in checklist | One source of truth | Low | | Drive folder template | Fewer misplaced files | Low | | Make the questionnaire's required fields explicit | Fewer follow-ups | Low | | Reduce client touchpoints to two consolidated messages | Better client experience | Low | | Optional: Notion reminders or board automations | Less manual tracking | Medium. Consider only after the manual process is stable. | --- ## 🔄 SOP Review & Maintenance Plan - **Owner:** Account Manager (document owner). Changes approved by the owner/lead **[confirm]**. - **Pilot:** Run on the next 2–3 clients, then revise. - **Review cadence:** After the pilot, then every 6 months or when tools or services change. - **Version control:** Increment the version and note the change date and reason at the top of the document. - **Metrics to track:** days from signature to kickoff, number of missing-item reminders, number of kickoffs delayed, and client feedback. --- ## 🚀 Implementation & Training Recommendations | Phase | Action | Owner | Timing **[Proposed]** | |---|---|---|---| | 1. Prepare | Confirm Open Questions; build the templates (folder, Notion page, email, asset checklist) | AM | Week 1 | | 2. Review | Team reads the SOP; walk through it once as a group | AM + team | Week 1–2 | | 3. Pilot | Use on the next new client; log friction points | AM, PM, Strategist | Next client | | 4. Feedback | 20-minute retrospective: what slowed us down, what was unclear | PM facilitates | After pilot | | 5. Finalize | Update to v1.0 and store in the Notion knowledge base | AM | After 2–3 clients | --- ## ❓ Open Questions & Items Requiring Confirmation | # | Question | Why it matters | |---|---|---| | 1 | What parts of the current process are already documented? Please share them. | I should preserve what works and mark it as existing | | 2 | Is the client-facing kickoff call part of this SOP or a separate one? | Defines scope end point | | 3 | Target timeline from signature to kickoff? | I proposed ≤10 business days | | 4 | Who is the owner/lead for escalations? Is there a backup AM? | Needed for escalation paths | | 5 | Who may approve a waiver of required assets? | Prevents informal exceptions | | 6 | Does the strategist review gate kickoff, or can kickoff proceed with open items? | Affects the Go/No-Go rule | | 7 | Is there an existing change-request or scope-change process? | Used for scope-mismatch exceptions | | 8 | Are there contract, data-privacy, or confidentiality requirements (e.g., NDA, handling of client credentials)? | Must be confirmed by qualified personnel | | 9 | Do you use a formal invoicing/payment step before work starts? | May need to be added as a prerequisite | | 10 | What are your retention periods for client records? | Required for the recordkeeping section | | 11 | Which services need extra access (analytics, Search Console, CMS)? | Defines the asset checklist variants | --- If useful, I can turn this into an editable doc and draft the supporting templates: the welcome email, asset checklist, and Notion client page layout.