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Web Wizards

Client Onboarding

Onboarding runs from the moment a client approves the work to the point where the account is set up and delivery can run normally. This page is the map; each step has its own module with the detail.
Owned by
Account Manager
Starts at
Client authorization
Applies to
New clients & new services
Version
0.1 · Sept 2026

Ownership

The Account Manager owns onboarding. That means keeping it moving, making sure the required work gets done, coordinating the team and talking to the client. It does not mean doing every task personally — specialists stay responsible for their own tactical work.

Owns the process

Account Manager

  • Coordinates the team and keeps onboarding moving
  • Communicates with the client
  • Tracks completion against the checklist below
  • Chases gaps — access, assets, answers
  • Escalates when something is stuck

Own the work

Service Specialists

  • Service-specific setup and configuration
  • Account, competitor and performance research
  • Platform and tracking configuration
  • Tactical preparation before delivery starts

The Onboarding Flow

Roughly in order. Steps 3 to 5 usually overlap, and service onboarding often starts before the kickoff is finished.

  1. Client approves work

    Onboarding can begin once authorization to proceed is clear — a signed proposal, written client acceptance, or written confirmation between the client and the salesperson that work is going ahead.

  2. Internal handoff

    Sales hands over what was sold, why the client hired us, their goals and expectations, known sensitivities and risks, and who the important stakeholders are. The Account Manager confirms there are no gaps before work starts.

  3. Productive setup

    Create the client and project structure, assign owners, and activate the onboarding template for the services purchased.

  4. Access & assets

    Request the platform access, permissions and materials the purchased services need — logos, brand guidelines, photography, creative files, historical campaign data. What is actually required varies by client and service.

  5. Internal preparation

    The delivery team reviews the account, existing performance, service history and obvious opportunities before speaking to the client. Arrive at kickoff informed; do not spend the client's time finding out what we could have looked up ourselves.

  6. Client kickoff / confirmation

    Confirm goals, priorities, roles, communication, approvals and immediate next steps. A call is usually better, but email is fine for a small or simple account where a meeting adds nothing.

  7. Service-specific onboarding

    The relevant service process starts — SEO, paid media, social media or a one-time project. Each has its own module and its own Productive template.

  8. 30-day plan & launch

    Agree the immediate priorities, the first actions and the first thing the client will actually see. Keep it short. Then move into normal delivery.

Who Participates

Roles, not names. Who fills them depends on the service and who is assigned to the account.

Internal handoff
Salesperson, Account Manager, assigned specialist, and service lead where relevant.
Client kickoff
Account Manager, assigned specialist, and service lead where relevant. The salesperson attends only where there is a reason to remain involved.
Service assignment
The assigned specialist depends on the service and account. SEO and paid media typically require more involvement from the service lead; social media and one-time projects are assigned based on the work required.

Definition of Done

Onboarding is finished when all of this is true.

  • The delivery team understands the scope and the client's goals
  • Productive is set up and ownership is assigned
  • Required access and assets are in hand
  • Client contacts and the approval process are known
  • The applicable service onboarding is ready to deliver
  • Immediate priorities are written down where the team can see them

Then What?

The detail for each step lives in its own module. This page only covers the shape of the process.