SOP: Post-Kickoff Communication

1. Purpose

The purpose of this SOP is to establish clear and consistent communication immediately after the client onboarding meeting (kickoff). Timely and structured follow-up ensures that clients feel supported, expectations are reinforced, and collaboration begins smoothly.

2. Scope

This SOP applies to:

  • All client projects post-kickoff meeting.
  • Delivery Managers, Project Managers, Client Success Managers, and Client Stakeholders.
  • Communication via email, collaboration tools (Slack/Teams), and project dashboards (Jira/Asana).

3. Definitions

  • Kickoff Summary Email: Formal email recap sent to all client stakeholders post-kickoff.
  • Collaboration Tools: Digital platforms for communication and project tracking.
  • Engagement Cadence: Agreed rhythm of communication (status updates, calls, escalations).

4. Step-by-Step Process

A. Immediate Post-Kickoff Actions (Day 0–1)

  1. Delivery Manager circulates Kickoff Summary Email within 24 hours:
    • Recap of meeting agenda and decisions.
    • Final scope highlights and milestone dates.
    • Roles/responsibilities and escalation paths.
    • Agreed communication cadence.
    • Next steps + deadlines.
  2. Attach Kickoff Deck and meeting notes.
  3. Upload email and attachments to Project Tool repository.

B. Collaboration Setup (Day 1–2)

  1. Create client-specific channels (Slack/Teams/Email list).
  2. Share project dashboard access (Jira/Asana/ClickUp).
  3. Provide shared folder link for document exchange (Drive/SharePoint).
  4. Introduce CSM as ongoing point of contact for relationship support.

C. Engagement Cadence

  1. Weekly status updates → Project Manager → via email or dashboard.
  2. Monthly review calls → Delivery Manager + Client stakeholders.
  3. Escalations → Direct to Delivery Manager, with fallback to Head of Delivery.
  4. CSM conducts quarterly business reviews (if applicable).

D. Internal Follow-Up

  1. Delivery team debrief post-kickoff → validate alignment.
  2. Document risks, action items, and assign owners.
  3. Sales Rep remains in loop for first 30 days for relationship continuity.

5. Roles & Responsibilities

  • Delivery Manager: Owns post-kickoff communication, sends summary, ensures cadence.
  • Project Manager: Shares updates, manages project dashboard.
  • Client Success Manager: Manages long-term engagement and periodic reviews.
  • Sales Rep: Supports initial relationship continuity.
  • Client Stakeholders: Engage with updates, raise issues proactively.

6. Governance, Violations & Consequences

  • Kickoff summary email missing → flagged by QA checklist.
  • Collaboration channels not set up within 48 hours → escalated to Head of Delivery.
  • Missed status updates or reviews → non-compliance noted in performance review.

7. Review & Ownership

  • Document Owner: Head of Delivery.
  • Review Cycle: Quarterly.
  • Version Control: Communication templates stored in Repository (email, Slack message formats).