Client Onboarding — Signed Contract to Kickoff

Move a newly signed client from contract to active delivery within ten business days, with no missed setup steps and a written record of agreed scope.

Applies to every new client engagement after contract signature, across all service lines. Does not cover renewals, upsells to existing clients, or prospect qualification.

• Account Manager — Owns the onboarding end to end: systems setup, scheduling, agenda, and the written scope confirmation.
• Delivery Lead — Attends the kickoff call, confirms the first milestone is achievable, and accepts handover.
• Finance — Adds the billing contact, confirms payment terms, and issues the first invoice.

• • CRM
• • Shared drive (client folder template)
• • Invoicing system
• • Calendar
• • Welcome pack template

1. 1

   Receive the countersigned contract and log the signature date in the CRM.

   The signature date starts every deadline in this procedure.

2. 2

   Within one business day, create the client record in the CRM, open the shared drive folder from the client-folder template, and add the billing contact to the invoicing system.

   Account Manager owns this. Do not proceed until all three exist.

3. 3

   Schedule the kickoff call within five business days of signature.

   Attendees: Account Manager, Delivery Lead, and the client's named project owner. Send the agenda 24 hours ahead.

4. 4

   Send the welcome pack the same day the call is booked.

   Includes contacts, escalation path, response-time expectations, and the shared folder link.

5. 5

   Run the kickoff call against the agenda and capture decisions in writing during the call.

   Scope, deliverables, first milestone date, and any assumptions.

6. 6

   Send the written scope confirmation within 24 hours of the call and wait for the client to reply confirming it.

   Delivery work starts only after that reply. This gate prevents scope disputes later.

7. 7

   Hand over to the Delivery Lead in the CRM and set the first milestone review date.

   Onboarding is complete at handover acceptance.

• ☐ CRM record, drive folder, and billing contact all exist before the kickoff call is booked
• ☐ Kickoff held within five business days of signature
• ☐ Written scope confirmation replied to by the client before any delivery work
• ☐ Delivery Lead has accepted handover in the CRM

• Master services agreement template
• Escalation policy