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Title: 1. Purpose

This Standard Operating Procedure (SOP) outlines the steps for onboarding new clients to ensure smooth transitions and clear communication. It details responsibilities of the Sales Team and Account Manager, as well as specific procedures including internal meetings, welcome emails, kick-off calls, and account configuration. The document is maintained by the Director of Customer Success and was last updated on May 1, 2026.

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5 views2 pages

Title: 1. Purpose

This Standard Operating Procedure (SOP) outlines the steps for onboarding new clients to ensure smooth transitions and clear communication. It details responsibilities of the Sales Team and Account Manager, as well as specific procedures including internal meetings, welcome emails, kick-off calls, and account configuration. The document is maintained by the Director of Customer Success and was last updated on May 1, 2026.

Uploaded by

ppongen25
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Title: Standard Operating Procedure (SOP): Client

Onboarding Process
1. Purpose The purpose of this SOP is to define the standard
steps for welcoming and onboarding a new client, ensuring a
smooth transition, clear communication, and immediate
alignment on project goals.
2. Scope This procedure applies to the Customer Success and
Account Management teams upon the signing of a new service
agreement or contract.
3. Responsibilities
• Sales Team: Responsible for handing over the signed
contract and client background notes.
• Account Manager (AM): Responsible for executing this
SOP and acting as the primary point of contact.
4. Procedure Step 4.1: Internal Handoff (Day 1)
• AM schedules a 15-minute internal meeting with the Sales
representative to review the client's goals, contract
specifics, and any immediate concerns.
Step 4.2: Welcome Email (Day 1 - 2)
• AM sends the standard "Welcome to Lanukum” email.
• The email must include an introduction to the core team, a
request for any missing assets, and a link to schedule the
Kick-off Call.
Step 4.3: The Kick-off Call (Day 3 - 5)
• AM conducts a 45-minute video call to establish
communication cadences, review the project timeline, and
define what success looks like for the first 30 days.
Step 4.4: Account Configuration (Day 5 - 7)
• The operations team sets up the client's dashboard,
backend access, and shared collaboration folders.
5. Document Control
• Document Owner: Director of Customer Success
• Last Updated:5/01/2026

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