Here's your complete Client Onboarding SOP! 📋 SOP TITLE: New Client Onboarding — Social Media Management Department/Role: Account Manager Version: 1.0 Last updated: June 2026 Frequency: Per new client signed PURPOSE: To ensure every new social media management client is fully set up, briefed, and ready for content creation to begin within 3 business days of signing — creating a professional first impression and preventing delays. SCOPE: This SOP applies to all account managers and is triggered the moment a new client contract is signed and the first payment is received. TOOLS REQUIRED: - Slack (client communication channel) - Notion (client workspace and content calendar) - Google Drive (asset storage) - Meta Business Suite (Facebook and Instagram access) - Any additional platforms specified in the client contract STEP-BY-STEP PROCESS: STEP 1: Send Welcome Email (Day 1 — within 2 hours of contract signing) - What to do: Send the welcome email using the agency template - How to do it: Open email templates folder in Google Drive, select "New Client Welcome Email," customize with client name and project details, send from agency email - Expected output: Client receives a warm, professional welcome email with next steps clearly outlined - Common mistake: Sending before personalizing the template — always check that all [BRACKETS] are filled in before sending STEP 2: Create Client Workspace in Notion (Day 1) - What to do: Set up the client's dedicated Notion workspace - How to do it: Go to Notion → Agency Hub → Duplicate "Client Workspace Template" → Rename with client name → Fill in: client name, industry, platforms, posting frequency, brand guidelines - Expected output: A fully structured client workspace with all sections ready to use - Common mistake: Skipping the brand guidelines section — this causes inconsistency in content later STEP 3: Create Google Drive Folder (Day 1) - What to do: Set up the client's asset folder in Google Drive - How to do it: Go to Agency Drive → Clients folder → Create new folder with client name → Duplicate folder structure template → Share with client using their email (Editor access) - Expected output: Client has access to their Drive folder and can upload brand assets - Common mistake: Giving View-only access instead of Editor — client needs to upload assets STEP 4: Create Slack Channel and Invite Client (Day 1) - What to do: Set up a dedicated Slack channel for the client - How to do it: Create new channel → Name it #client-[clientname] → Invite client email → Post welcome message using Slack template → Pin the welcome message - Expected output: Client is in Slack and has received a pinned welcome message with key contacts and response time expectations - Common mistake: Forgetting to set channel topic — always add: "Main comms channel for [Client Name] x [Agency Name]" STEP 5: Request Platform Access (Day 1 — same day as welcome email) - What to do: Request admin/editor access to all social platforms in the contract - How to do it: Send platform access request using email template → Follow up on Slack → Do NOT begin any work on a platform until access is confirmed - Expected output: Access request sent and logged in Notion under "Onboarding Checklist" - Common mistake: Starting content creation before access is confirmed — this causes rework and delays STEP 6: Complete Client Intake Call (Day 2) - What to do: Schedule and run a 45-minute onboarding call with the client - How to do it: Book via Calendly → Send agenda 24 hours before → Run call using Onboarding Call Template in Notion → Record notes in client workspace immediately after - Expected output: Completed notes covering: brand voice, content preferences, competitors, posting goals, content approval process - Common mistake: Not recording the call or taking notes — always document everything STEP 7: Confirm All Access and Set Up Content Calendar (Day 3) - What to do: Verify all platform access is live and set up the first month's content calendar - How to do it: Log into each platform to confirm access → Set up content calendar in Notion using template → Add first 2 weeks of content slots → Share calendar with client for review - Expected output: Client can see and interact with their content calendar, all platforms are accessible - Common mistake: Marking onboarding complete before all platform access is confirmed QUALITY CHECKLIST: Before marking this client as "Onboarded" in Notion, confirm: - Welcome email sent and personalized ✓ - Notion workspace created and complete ✓ - Google Drive folder created and shared ✓ - Slack channel created and client added ✓ - Access confirmed for ALL platforms in contract ✓ - Intake call completed and notes saved ✓ - Content calendar set up and shared ✓ TROUBLESHOOTING: Problem: Client hasn't given platform access after 48 hours Solution: Follow up on Slack with a friendly reminder. If still no response after 24 more hours, flag to agency owner. Do not begin work until access is confirmed. Problem: Client requests changes to onboarding process Solution: Note the request, accommodate where possible, and update the SOP if the change improves the process for all future clients. NOTES & REMINDERS: - All client communications must be logged in Notion within 24 hours - If a client misses the intake call, reschedule within 24 hours — don't let it slip past Day 3 - Questions about this SOP? Contact the Operations Manager on Slack (#ops-team) Want me to write 2 more related SOPs — like the Monthly Reporting SOP or Content Approval Process — to build out your full operations playbook?