1️⃣ SOP Overview Purpose: To standardize how new clients are welcomed, briefed, and set up in the company systems. Expected Outcome: A fully onboarded client who understands the scope, deliverables, communication channels, and next steps. Why This Process Is Needed: To prevent miscommunication, set clear expectations, reduce onboarding time, and ensure a consistent experience across all clients. Who Is Responsible: Primary: Account Manager Supporting: Client Success Manager & Admin --- 2️⃣ Required Tools, Resources & Access Tools/Software: Notion (Client Workspace) Slack (Private Client Channel) Google Drive (Project Folders) Zoom (Kickoff Call) CRM (Client Record) Permissions Needed: Notion workspace edit access Slack admin permission to create channels Drive folder creation access CRM record editing Templates & Files Required: Client onboarding form Project kickoff presentation template Welcome email template Contract & proposal (from sales) --- 3️⃣ Step-by-Step Workflow Step 1: Receive Signed Contract Confirm the signed contract in CRM Verify payment status Mark client as “Active” Completion: Contract + payment confirmed. --- Step 2: Create Client Workspace Duplicate Notion project template Rename workspace under the client’s company name Add initial tasks + deadlines --- Step 3: Set Up Communication Channels Create Slack private channel Add internal team members Prepare welcome message draft --- Step 4: Prepare Client Folder Structure Create Google Drive main folder Add subfolders: Deliverables, Assets, Reports, Calls Upload client contract & kickoff documents --- Step 5: Send Welcome Email Use email template Include onboarding form link Include links to Slack/Drive/Notion Propose times for kickoff call Check: All links working + attachments added. --- Step 6: Conduct Kickoff Call Review scope & expectations Walk through project timeline Collect missing information Align deliverables + communication method Completion: Call notes recorded & next tasks assigned. --- Step 7: Assign Internal Tasks Assign deliverable owners in Notion Set deadlines Notify team via Slack --- 4️⃣ Roles & Responsibilities Account Manager (Primary): Oversees full onboarding cycle Sends welcome email Hosts kickoff call Ensures workspace + communication setup Client Success Manager: Helps manage onboarding tasks Ensures client’s questions are resolved Updates the project timeline Admin: Creates folders Uploads documents Handles CRM updates Decision Authority: Account Manager approves timelines, communication setup, and project kickoff requirements. --- 5️⃣ Quality Checklist & Best Practices Completion Checklist: [ ] Contract + payment verified [ ] Notion workspace created [ ] Slack channel created [ ] Google Drive folder prepared [ ] Welcome email sent [ ] Kickoff call completed [ ] Tasks assigned Quality Standards: All client assets must be organized in proper subfolders Communication links must work Onboarding form must be completed by client Call recording & notes uploaded within 24 hours Avoid These Mistakes: Missing links in the welcome email Not updating CRM after onboarding Skipping task assignment after kickoff Not clarifying scope changes early Review Process: Account Manager reviews onboarding checklist Client Success Manager signs off when all tasks completed --- 6️⃣ Automation Recommendations Tasks to Automate: Auto-create Google Drive folder structure Auto-duplicate Notion workspace Auto-generate Slack channel Automatically send welcome email after contract signature Tools: Zapier Make.com CRM → Onboarding triggers Trigger → Action Examples: Trigger: Contract signed in CRM Action: Create Drive folder + add subfolders Trigger: Client added as “Active” Action: Send welcome email template Trigger: Onboarding form submitted Action: Create tasks in Notion Where Automation Saves Time: Eliminates repetitive setup tasks Ensures no step is forgotten Improves accuracy of client data Accelerates onboarding turnaround time ---