Purpose
Turn a signed client into a confident, active one. This procedure makes sure what was promised in the sale reaches the people doing the work, the client knows exactly what happens next, and they see a first result early.
Scope
Covers every new client from signed contract to the 30-day check-in. Applies to [services or product lines]. Returning clients starting a new project follow steps 1, 4 and 8 only. Ongoing account management after day 30 has its own SOP.
Roles and responsibilities
| Role | Responsibility |
|---|---|
| Sales rep | Completes the handoff form and joins the internal handoff meeting |
| Account manager | Owns onboarding, runs the kickoff and is the client’s main contact |
| Delivery lead | Plans the work, sets up projects and delivers the first milestone |
| Finance | Sends the first invoice or deposit request |
| Client sponsor | Provides access, information and decisions on the client side |
Before you start
- Signed contract or order form, with scope, price and start date
- The sales notes in [CRM]
- Access to [project management tool], [shared drive] and [chat or email]
- The welcome email template and kickoff agenda template, kept at [link]
Procedure
- Complete the handoff form. Sales rep fills in the handoff form in [CRM] within 1 business day of signature: goals, scope, anything promised, key contacts, known risks and how the client prefers to communicate.
- Hold the internal handoff. Account manager runs a [30-minute] meeting with the sales rep and delivery lead within 2 business days of signature. Resolve anything unclear before the client hears from you.
- Request the first payment. Finance sends the deposit or first invoice as set out in the contract, the same day the handoff is done.
- Send the welcome email. Account manager emails the client sponsor within 1 business day of the handoff meeting. Include:
- Who their contacts are and how to reach them
- What happens in the next two weeks
- Two or three kickoff times to choose from
- What you need from them before kickoff, as a short list
- Set up internally. Delivery lead creates the project in [project management tool], the client folder in [shared drive], and a channel in [chat tool], using the standard project template.
- Run the kickoff call. Account manager leads, delivery lead attends. Within 5 business days of signature where possible:
- Introduce everyone and their roles.
- Confirm goals, scope and what is out of scope.
- Walk through the timeline and first milestone.
- Agree the meeting rhythm and communication channel.
- List what the client must provide, with owners and dates.
- Send the kickoff summary. Account manager emails the summary and action list within 1 business day of the kickoff and saves it in the client folder.
- Collect access and materials. Account manager tracks every item the client owes and follows up [2 business days] before each due date. Store any credentials only in [password manager], never in email or chat.
- Deliver a first milestone. Delivery lead delivers the first agreed piece of work within [timeframe] and account manager tells the client what was done and what comes next.
- Hold the 30-day check-in. Account manager asks the client sponsor how onboarding went, what is working, and what should change, records the answers, and moves the client to the ongoing account stage in [CRM].
Checklist
- Handoff form completed within 1 business day of signature
- Internal handoff meeting held
- First invoice or deposit request sent
- Welcome email sent
- Project, folder and channel set up from templates
- Kickoff held and summary sent
- All client access and materials received
- First milestone delivered
- 30-day check-in held and recorded
Exceptions and escalation
- Client is slow to provide access or materials: After two follow-ups, account manager calls the client sponsor and explains the effect on the timeline. Record any agreed date change in writing.
- Scope differs from what the client expects: Stop and bring in the sales rep and [operations manager] before doing extra work. Changes to scope go through the change request SOP.
- Deposit not received by kickoff: Finance tells the account manager, who decides with [operations manager] whether work starts.
- Client unhappy at any point: Account manager tells [operations manager] the same day.
Records to keep
- Signed contract, handoff form and kickoff summary in the client folder
- Communication and decisions logged in [CRM]
- Client credentials in [password manager] only
- 30-day check-in notes in [CRM]
Review
[Operations manager] reviews this SOP every 6 months, and after any client who churned in their first 90 days. Read the last few 30-day check-in notes at each review and change the steps clients found confusing.