Client Onboarding Process Handover Meeting Notes

Date: May 25, 2025

Time: 2:00 PM - 2:30 PM

Attendees:

Sarah Chen, Operations Lead

Michael Rodriguez, Account Manager (New)

Meeting Purpose: Walk through current client onboarding process for independent handover to Account Management

Meeting Transcript

Sarah: Thanks for setting aside time today, Michael. I know you've been getting up to speed on everything, so I wanted to walk you through our client onboarding process step by step. This is something I've been handling, but moving forward, this will be your responsibility as the Account Manager.

Michael: Perfect, I really appreciate this. I've been reviewing the documentation, but hearing the actual workflow from you will be incredibly helpful. Should I be taking notes as we go?

Sarah: Absolutely. So let's start from the very beginning - when we get that signed contract. The first thing that happens is I receive notification from the sales team, usually within 24 hours of contract signing. The key thing here is timing - we want to reach out to the client within 48 hours maximum to maintain that momentum from the sales process.

Michael: Got it. So we're talking about a 48-hour window from contract signature to first outreach?

Sarah: Exactly. Now, the first step is what I call the "Welcome Package." This includes three components: a welcome email with our team introductions, a project timeline template that's customized to their specific package, and access credentials to our client portal. The welcome email is crucial because it sets expectations and introduces them to their dedicated team members.

Michael: When you say dedicated team members, who typically gets introduced at this stage?

Sarah: Good question. It depends on the service tier, but generally it's you as their Account Manager, the project lead - which could be from design, development, or strategy depending on the project - and myself as the operations contact for any process questions. For our premium clients, we also introduce them to our CEO for that executive touch.

Michael: That makes sense. What about the timeline template you mentioned?

Sarah: Right, so we have three different timeline templates based on project complexity. Basic projects get a 30-day timeline, standard projects get 45 days, and complex or custom projects get 60-90 days. The key is to customize the milestones based on their specific deliverables. I always include buffer time - usually about 20% extra - because clients appreciate when we deliver early rather than late.

Michael: Smart approach. What happens after we send the welcome package?

Sarah: Within one week, we schedule what we call the "Kickoff Discovery Call." This is typically a 60-minute video call where we dive deep into their requirements, review the timeline, and answer any questions. I've found that scheduling this call within 3-5 business days of the welcome email works best - gives them time to review materials but keeps momentum going.

Michael: Who leads that call?