Client Manager Expectations - Contractor

Expectations for Strictly Savvy Client Managers - Contractors

As a Strictly Savvy Client Manager contractor, there are several key expectations, responsibilities and golden rules: 

1 / Always deal with clients as a representative of Strictly Savvy 

Strictly Savvy works hard to bring on new clients and provide a quality service. We expect contractors to act as a Strictly Savvy team member always and represent the company well. It is important to always keep your own business (if applicable) separate and never liaise with Strictly Savvy clients from your personal or business emails and only provide your mobile number to Strictly Savvy or clients if your voicemail is generic and doesn’t mention your business name. We ask that you make no mention of your own business and never do anything to entice a client away from Strictly Savvy. We want you to feel a part of the Strictly Savvy team so we encourage you to refer to yourself as a Strictly Savvy team member.  

2 / Track time in Harvest accurately throughout the day with detailed notes 

It is vital to track your time in real-time throughout the day. It’s a good idea to have your Harvest timers up on one screen while you work on the other. As you switch between clients you need to switch your timer. Make sure that all your notes in your timesheet are appropriate for the client to see, have correct spelling and formatting, don’t mention other team members names and state clearly the specific tasks you have been completing. This avoids clients querying their charges at the end of the month.  

3 / Communicate with clients regarding their budget, in writing, a minimum of once per week 

If you are assigned as the head lead VA for a client be sure to communicate with them throughout the month on their budget and how things are tracking with their hours for their service plan. We have a no surprises policy with clients so it’s important that clients never receive any surprise invoices. 

4 / Get approval from clients in writing for any additional hours 

If you think you’ll need to go over budget for a client, you need to get written approval from them prior to the work being undertaken. It’s your responsibility to keep a close eye on budgets for the clients you are assigned to and keep an eye on hours spend by other team members on your clients’ timers. 

5 / Communicate with clients often 

This will ensure they are always across where you are at with their tasks and they don’t have to wonder. When working remotely there needs to be a lot of trust built quickly and communication is how this is achieved. The client wants to know that you have things under control and you’re on top of their tasks. 

6 / Provide all client passwords you gather (or create) to the Office Administrator for uploading into LastPass 

As soon as a client sends you a new login and password, or even a code or credit card number, you need to provide this to the Office Administrator. Do this by sending a direct chat message with the following details: 1. Client Business Name; 2. Login URL; 3. Username; 4. Password and short but clear description of what the login is for. 

7 / Set up handbooks for all new clients you are assigned to in Google Sites 

When you are assigned a new client, it’s your responsibility to have a Global Team Member create a handbook in Google Sites. The instructions are on the Intranet for the Global Team Members and this needs to be one of the first steps when starting with a new client. 

8 / Keep all handbooks completely up to date at all times 

You are responsible for having all of your client handbooks up to date at all times. This can be a task you delegate to a Global Team Member, but you will need to review and ensure it is accurate and up to date on a regular basis. It is also important to create Loom videos for processes where possible. 

9 / Always use the correct Chrome profile set up for your client 

By using a separate Chrome profile for each client, you avoid sending any accidental emails from the wrong client’s email account and it also greatly improves your efficiency. Be sure to bookmark all sites you use and need for each client on the corresponding Chrome profile bookmarks bar. Ensure that Global Team members are also using the correct Chrome profiles when completing work for you. 

10 / Project manage all your clients’ tasks in Teamwork 

It’s important that you project manage all client tasks in Teamwork as this is how you will keep track of everything, stay organised and ensure other team members are clear on the tasks they need to undertake for your client. It also ensures that things are documented if you are away and another client manager needs to step in. Enter in all recurring tasks so you can keep track of important deadlines and enter all ad-hoc project tasks as they come up.  

11 / Delegate work to other team members when necessary 

It’s important that you only complete tasks that you are skilled and knowledge in. All other tasks can be delegated to a Global Team Member where possible or to another Team Members.  When you delegate tasks, you’ll need to do this in Teamwork Projects and provide the deadline, priority and time allowance for each task plus a clear description of the task. For all recurring or complex tasks it is important that you create a Loom video and upload this to the handbook with a link provided in the task. It’s important that you review the Global Team Members timesheet after they complete tasks for you and review their work before this is provided to the client. The ultimate goal is to deliver high quality work to clients and we do this in a collaborative way across the team. 

12 / Discuss any client issues with the General Manager or your Team Leader immediately 

If anything comes up that you think may be an issue or become an issue, we encourage you to speak up as early as possible. Each client has an account manager and they can assist with any issues or speak to the client when required. 

13 / Get any work that is to be published proofread by our General Manager or Managing Director 

All client work that will be published somewhere must be reviewed and proofread by the General Manager or Managing Director (Jo) – even if you consider yourself a good proofreader. Two sets of eyes over all published work always.