# Client onboarding SOP template

Owner: Client success or account manager
Runs: Every new client

## 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

1. **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.
2. **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.
3. **Request the first payment.** Finance sends the deposit or first invoice as set out in the contract, the same day the handoff is done.
4. **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
5. **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.
6. **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.
7. **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.
8. **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.
9. **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.
10. **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.

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Template from SOPCompass (https://sopcompass.com/templates/client-onboarding-sop). Free to use and adapt.