Free SOP template
Client onboarding checklist for video and content agencies
Turn a signed client into a smooth first month: everyone knows the goals, you have every access and asset, and the first pieces are in production within days.
Client onboardingSigned contract → kickoff → first content in production
Purpose
Turn a signed client into a smooth first month: everyone knows the goals, we have every access and asset, and the first pieces go into production within [5] working days.
When to use it
As soon as the contract is signed and the first invoice is sent.
Who's involved
Role | Responsible for |
|---|---|
Account manager | Owns the whole onboarding, the kickoff and the client relationship |
Creative / strategist | Brand voice, content pillars, first ideas |
Admin / finance | Contract, invoice, deposit |
Production lead | First shoot date, team assignment |
Steps
Within 24 h of signing: send the welcome email with the kickoff booking link, the timeline for the first 30 days and the asset checklist.
Create the client in Ark: brand colour, logo, monthly deliverables (quota), default team.
Create a shared folder for raw files and brand assets; share it with the client.
Collect access to social accounts and ad accounts through business-manager roles — never by asking for passwords. Log them in Secrets.
Kickoff call (within 3 working days): goals and KPIs, audience, tone of voice, competitors they admire, what they never want to see, who approves on their side and how fast.
Write the brand voice and brand notes into the client profile the same day (the AI uses them).
Agree the content pillars and the first month's plan; get written OK from the client.
Book the first shoot day and add it to the calendar.
Send the client the approval flow: where they review, the [2] revision rounds included, the response time we need ([48 h]).
Hold an internal handover: the whole team reads the client profile before working on it.
Checklist
Contract signed and deposit paid
Client created in Ark with quota and default team
All accesses granted and stored in Secrets
Brand voice, do's and don'ts written in the client profile
First month plan approved in writing
First shoot booked
Client knows how and when to approve
Done means
The client has approved the first month's plan, the first shoot is booked, and nobody on the team needs to ask the client a basic question again.
Notes & links
Kickoff questionnaire: [link]
Welcome email template: [link]
30/60/90-day plan: [link]
Words in [brackets] are yours to fill in: your timings, your links, your numbers.
Use this SOP in Ark, already set up
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