Standard Operating Procedure: Customer Onboarding

For: Citadel Innovations
Tagline: Secure choices, made clear.
Effective Date: [DATE]

Purpose

The purpose of this SOP is to establish a structured, repeatable, and customer-centric onboarding process for new clients of Citadel Innovations. This process ensures clients receive a seamless introduction to our Cybersecurity Reviews Hub services, understand the value we deliver, and are set up for long-term success.

Scope

This SOP applies to all new customers subscribing to Citadel Innovations' cybersecurity review services, including enterprise clients, SMBs, and individual cybersecurity professionals. It covers the onboarding process from initial contact through the first 90 days of engagement.

Definitions

• Customer: Any individual or organization subscribing to Citadel Innovations' services.
• Account Manager (AM): The primary point of contact for the customer post-sale.
• Sales Representative (SR): The individual responsible for closing the sale and initiating the handoff to the AM.
• Cybersecurity Reviews Hub: Citadel Innovations' platform for curated, expert-vetted reviews of cybersecurity tools and services.
• Kickoff Meeting: The initial meeting between Citadel Innovations and the customer to align on goals, timelines, and deliverables.

Responsibilities

Step-by-Step Procedures

1. Initial Contact and Welcome Sequence

Owner: Sales Representative (SR)
Timeline: Within 1 business day of contract signing

1. Send a personalized welcome email to the customer using the [COMPANY_NAME] email template.
   - Include a brief introduction to Citadel Innovations, the Account Manager's contact details, and a link to the onboarding schedule.
   - Attach the "Getting Started with Citadel Innovations" guide.
2. Schedule a 15-minute introductory call to confirm receipt of the welcome email and answer any immediate questions.
3. Update the CRM (e.g., HubSpot, Salesforce) with the customer's onboarding status.

2. Needs Assessment Process

Owner: Account Manager (AM)
Timeline: Within 3 business days of initial contact

1. Conduct a 30-minute discovery call with the customer to understand their cybersecurity needs and goals.
   - Key questions to ask:
   • What are your primary cybersecurity challenges?
   • Which tools or services are you currently using?
   • What outcomes do you expect from our reviews?
   • Document responses in the CRM.
2. Identify the customer’s priority categories (e.g., endpoint protection, cloud security, threat intelligence).
3. Share a tailored list of initial review recommendations based on the customer’s needs.

3. Account Setup Procedures

Owner: Customer Success Team (CST)
Timeline: Within 5 business days of contract signing

1. Create the customer’s account on the Cybersecurity Reviews Hub platform.
2. Assign appropriate access levels based on the subscription tier (e.g., Basic, Pro, Enterprise).
3. Configure any integrations requested by the customer (e.g., API access for enterprise clients).
4. Send the customer their login credentials and a link to the platform tutorial video.
5. Test the account to ensure all features are functioning as expected.

4. Kickoff Meeting

Owner: Account Manager (AM)
Timeline: Within 7 business days of contract signing

Agenda Template:
1. Welcome and introductions (5 minutes)
2. Overview of Citadel Innovations and the Cybersecurity Reviews Hub (10 minutes)
3. Review customer goals and needs assessment findings (10 minutes)
4. Walkthrough of the platform and key features (15 minutes)
5. Discuss next steps and set expectations (10 minutes)
6. Q&A and closing (10 minutes)

Deliverables:
- Confirmed customer goals and success metrics.
- Agreed-upon communication cadence.
- Schedule for the first 30/60/90-day check-ins.

5. Expectations Setting

Owner: Account Manager (AM)
Timeline: During the kickoff meeting

1. Clearly outline the scope of services included in the customer’s subscription.
2. Set realistic timelines for deliverables, such as review recommendations or platform updates.
3. Provide a detailed escalation path for any issues (see Escalation Paths section).
4. Share the customer support contact details ([EMAIL], [PHONE]).

6. Communication Cadence

Owner: Account Manager (AM)
Timeline: Ongoing

1. Weekly email updates summarizing progress, new reviews, and any relevant cybersecurity news.
2. Monthly check-in calls to discuss the customer’s experience and address any concerns.
3. Quarterly business reviews (QBRs) for enterprise clients to evaluate ROI and discuss strategic goals.

7. Handoff Procedures Between Sales and Delivery

Owner: Sales Representative (SR) and Account Manager (AM)
Timeline: Immediately after contract signing

1. SR schedules a 15-minute internal handoff meeting with the AM.
   - Share the customer’s signed contract, needs assessment notes, and any special requests.
2. AM confirms receipt of all materials and updates the CRM with the handoff status.
3. SR sends a formal introduction email to the customer, copying the AM.

8. 30/60/90-Day Check-In Framework

Owner: Account Manager (AM)

30-Day Check-In

• Confirm the customer has accessed the platform and reviewed initial recommendations.
• Address any technical or usability issues.
• Gather initial feedback on the platform and services.

60-Day Check-In

• Review progress toward the customer’s goals.
• Share additional review recommendations based on updated needs.
• Introduce any new platform features or updates.

90-Day Check-In

• Conduct a formal review of the customer’s experience.
• Discuss renewal options or upsell opportunities (if applicable).
• Document lessons learned and areas for improvement in the CRM.

Success Metrics

1. Onboarding Completion Rate: Percentage of customers completing onboarding within 10 business days. Target: 95%.
2. Customer Satisfaction (CSAT): Average score from post-onboarding surveys. Target: 4.5/5.
3. Platform Adoption Rate: Percentage of customers actively using the platform within the first 30 days. Target: 90%.
4. Retention Rate: Percentage of customers retained after the first 90 days. Target: 85%.

Escalation Paths

1. Technical Issues: Escalate to Technical Support ([EMAIL], [PHONE]). Response SLA: 24 hours.
2. Unresolved Customer Concerns: Escalate to Customer Success Manager ([REPRESENTATIVE_NAME], [EMAIL]). Response SLA: 48 hours.
3. Contractual or Billing Disputes: Escalate to Legal ([EMAIL]). Response SLA: 72 hours.

Review Cadence

This SOP will be reviewed quarterly by the Customer Success Manager to ensure alignment with evolving business needs and customer feedback.

Prepared by: [REPRESENTATIVE_NAME]
Title: [REPRESENTATIVE_TITLE]
Date: [DATE]