Client Onboarding SOP Template for Marketing Agency

# Client Onboarding SOP — Marketing Agency **SOP Number:** AGY-CO-001 | **Version:** 1.0 | **Department:** Account Management ## Purpose To create a seamless onboarding experience that sets clear expectations, establishes trust, and positions the agency for a successful long-term relationship. ## Scope Account managers, project managers, and department leads involved in new client onboarding. ## Procedure **Week 1: Administrative Setup** 1. Send and collect signed contract + NDA 2. Process first invoice payment 3. Create client folder in project management tool 4. Send welcome email with portal access credentials 5. Schedule kickoff call (within 5 business days) **Week 1: Kickoff Call** 1. Introduce full account team 2. Review contract scope and deliverables 3. Confirm goals, KPIs, and success metrics 4. Collect brand assets (logo, guidelines, tone of voice) 5. Gain access to: ad accounts, analytics, social channels 6. Agree on communication cadence and reporting dates **Week 2: Discovery & Audit** 1. Complete full audit of existing channels 2. Competitor analysis (top 3 competitors) 3. Audience persona development 4. Present findings to client 5. Finalize 90-day strategy document **Week 3-4: Campaign Setup** 1. Build campaign assets and creatives 2. Client review and approval (max 2 revision rounds) 3. Set up tracking, pixels, and conversion events 4. Internal QA before launch ## Quality Checkpoints - Welcome email sent within 24 hours of contract signing ✓ - Kickoff call within 5 business days ✓ - Access to all platforms within 7 days ✓ - Strategy document delivered within 14 days ✓ ## KPIs - Onboarding completion time: <30 days - Client satisfaction at 30 days: >4/5 - Zero missed deadlines in first 30 days