Client Manager Expectations - Employee

Expectations for Strictly Savvy Client Managers - Employees

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

1 / 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.  

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

Communicate with clients 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. 

3 / 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. 

4 / 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. 

5 / 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. 

6 / 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 and this needs to be one of the first steps when starting with a new client. 

7 / 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. 

 8 / 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. 

9 / 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.  

10 / Delegate all work to others whenever possible 

All possible tasks must be delegated via Teamwork to Global Team Members. You’ll need to 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.  

11 / Review the Skills Matrix and undertake learning 

You’re encouraged to take responsibility for your own personal development. Do this by reviewing the Skills Matrix and undertaking training to achieve the skill levels noted in the document following the process outlined on the skills matrix site. Use the Training project in Teamwork to keep track of your learning. 

12 / Put your hand up in the Teamwork overflow channel when you have capacity 

If you find yourself with capacity, mention this in the Overflow channel in Teamwork. If no one answers your message, then talk to your team leader or the Operations Manager. If you get work from your message, it is good practice to mention this in the Overflow channel so everyone knows that you now have tasks to do. 

13 / Discuss any client issues with 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. 

14 / 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.