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Proofpoint
Marketing!
Client
Onboarding
Document
We’re excited to get started!
Hi, there!
Welcome to your new digital marketing partnership.
We’re excited to be here with you! We know you have
lots of options when it comes to working with a digital
marketing agency. So it goes without saying–but we’re
going to say it anyway–we are grateful you chose
Proofpoint for your marketing needs.
We appreciate the trust and value you place in our company.
Along with our team of Proofpointers, delivering your business
goals is our primary objective. Always.
We strive to build partnerships based on transparency, problem solving,
collaboration and shared success. We feel if you’re working with us, it’s
because you value a straightforward and honest approach.
In the following pages, you’ll find helpful information about our company,
how we’ll work together and what you can expect from our team, as well as
handy information about the kinds of tools we use, and who to contact for
what, and when.
We know you’re busy crushing it at work, but we promise the content within
will be worth your while. So what are we waiting for? Let’s get this party started.
Warmly,
Mike & Gaby Grinberg
Co-Founders of Proofpoint Marketing
We aim to simplify the complex and
ever-changing world of digital
marketing so you feel confident in the
process and secure in the execution.
Proofpoint is based in the Twin Cities with a team of digital doers spread out
across several states. We’re comprised of talented individuals with a passion
for their craft and a deep curiosity toward the ever-evolving digital space. As a
fully-remote B2B digital marketing agency, we’re proud to hire and cultivate
talent from across the United States, giving us (and you) access to some of the
brightest talents in digital marketing today.
Our Brand Promises
Our Brand Promises are at the core of how we’ll engage and interact with you. Our
goal is to deliver on these promises every single time you connect with someone
on our team. Not everyone bats 1,000–but that’s what we aim to do.
Results-Driven.
Data and analytics are at the core of
everything we do. We aim to drive
profitable growth for our clients.
Quality-Oriented.
We want to be effective as well as
efficient–which means we take pride in
our work and strive to ensure mistakes
are non-existent. We prioritize quality over
speed–always.
Business-Minded.
We immerse ourselves in our clients’
business. We learn why they exist, how
they make money and everything about
their industry.
Client-Centric.
Our business exists because of our
clients, and servicing their needs is our
primary objective.
Digital Strategy
Buyer
Journey Mapping
Audience
Segmentation
Persona
Development
Integrated
Marketing Planning
Performance Content
Content
Strategy
Content
Development
Brand Messaging
Strategy
Integrated
Marketing Planning
Performance Media
Paid Search
(SEM)
Search Engine
Optimization (SEO)
Social Media
Marketing
Display
/Programmatic
Marketing Analytics
Reporting
& Dashboards
Tag Management
Web Analytics
Forecasting
Website Optimization
OUR SERVICES
We like to roll-up our sleeves
and get sh*t done!
How We
Work Together
We’re all about transparency, and want you to know exactly what your team can
expect from a partnership with Proofpoint. The next few pages are helpful in
outlining precisely how we’ll work together.
Response Times
& Communication
Proofpoint’s Client Services team is available to you during regular business
hours, Monday through Friday (8:00 am CST to 5:00 pm CST). Your primary point
of contact (either one of our Project Managers or Account Managers) is your
direct line to all PPM teammates and is responsible for managing your account
from soup to nuts. If addressing other members of the PPM team, please make
sure to copy your project or account manager, so we ensure requests don’t
accidentally fall through the digital cracks of the interwebs.
The Client Services team is committed to reviewing and responding
to all communication within one business day, with either:
		A confirmation that the message
		 has been received
	 	 A direct response to the message, or a timeframe for
		 receiving one from the appropriate PPM team member
Any communication that is received outside of
business hours will be addressed the next business day.
Urgent
Communication
Any urgent communication will be addressed on the same business day.
If something urgent comes up, please do one of the following to alert us to
your concern:
		 Email the Digital Project Manager with the subject line
		 “URGENT: [Insert Topic Here]”
		
		 A direct phone call to the Digital Project Manager
Our team is always available to troubleshoot and
address your concerns. When mistakes happen,
we admit them, take responsibility and have
complete transparency on what we’re doing
to rectify the situation. We’ll outline a plan and
provide updates along the way.
Change
Order Process
Proofpoint understands that a project can always be subject to change, from scope,
to schedule, to strategies and tactics. As your partner, we’ve got a process to make
adjustments to the SOW as seamless as possible.
Your request to initiate a change in scope begins with providing our team with the
information needed to complete a Project Change Request Form. This document will
categorize the change and detailed rationale, and be approved by all teams. Your
Client Services team member will then complete a Project Change Authorization
Form, outlining changes, deliverables, dependencies, and cost; this will also be
co-signed by both parties.
Proofpoint will schedule a Client Regroup
Meeting to discuss appropriate next steps, such
as a revised Project Brief and Timeline.
See? Easy-peasy!
We’re Here
For You
Every solid partnership is built on one thing: trust. Here’s how we plan to earn yours:
• We strive to have excellent communication and on-point deliverables across all our accounts.
• We take our words seriously so we don’t have to eat them later.
• We promise not to over-promise. We do what we say we’re going to do.
• We have no egos. Our business exists because of our clients, and servicing clients’ needs is our
primary objective. Always.
• We own our mistakes and do everything we can to rectify the situation. Our success is 100%
dependent on your satisfaction.
Don’t hesitate to contact me directly regarding anything on your account.
We absolutely want to hear your concerns. And we also love to
hear your praise and positive feedback. We know you’ve
got work do to. So do we. Let’s do this together.
Gaby
VP of Client Services
612-940-6454
gabriella.israel@proofpoint.marketing
Communication
Channels
Email
We solemnly swear not to flood your inbox, and we promise to keep
our emails short, sweet and to the point. Above all, we promise our
subject lines will accurately describe the contents of the email itself.
Phone
When it comes to communication, we can all agree that sometimes a
phone call is easier and necessary–especially for something urgent or
sensitive. We typically lean on email for day-to-day communication,
but we’ll always make ourselves available to jump on a call with you!
Google Video Hangouts
This is our preferred method for video conferencing, though if you use
a different service, we can surely accommodate. We love to see your
smiling faces so turn on your cameras! Unless of course you’re having
a bad hair day. We get it.
Tools &
Software
Google Docs
We use Google Docs for all our agency documents. We know not
everyone uses this, so rest assured that we’re comfortable and
confident using everything in the Microsoft Office Suite. We will always
export final documents and send them to you as either PDFs or via MS
Office Suite (Word, PowerPoint, Excel).
File Sharing/Transferring
We use WeTransfer to securely share documents. We are happy
to use any file sharing tool your team prefers (such as DropBox,
for example). If the files are small, we’ll send them via email
as attachments.
DocuSign
We use this tool to send important account documents that require
your John Hancock (such as SOWs and MSAs). It provides guided
instructions and securely sends documents so we both have
signed copies.
Client Meetings
Discovery Meeting
Now that the SOW is signed, we’ll schedule the Client Discovery Meeting with
you and other stakeholders on your team. During this meeting, we’ll review the
initial account documents, as well as get to know one another and make formal
introductions to everyone on the team. We’ll also set-up recurring client meetings.
Client Kick-off Meeting
This is a critical step in the process. It’s during this meeting that we ensure total
alignment by reviewing the Project Brief and Timeline with you and your team.
We request your approval on these two items before we proceed with any work.
Recurring Client Meetings
We’ll schedule a recurring meeting with you and your team. We try to center all
communication and deliverables around this meeting, to keep communication
focused and on schedule. Documentation will be provided before and after for
reference:
• Agenda: Provided 12-24 hours prior to the meeting
• Summary Report: Provided 24-48 hours following the meeting
Quarterly Business Reviews (QBRs)
A QBR document will be provided four times per year, containing analysis and
optimization recommendations for each quarter. The Proofpoint team will also
schedule a corresponding meeting to review.
Annual Planning
Your account will be reviewed at the end of each fiscal year, providing an
opportunity for the full team to participate in a comprehensive review of the
past year and come together to plan for the next year ahead.
For your records, these are the dates we will be
closed as an agency. We reserve the right to add
in a couple of extra floating days for professional
development and agency outings.
Important
Dates
World Mental Health Day
Friday, October 9th, 2020
Thanksgiving and Black Friday:
Thursday, November 26th &
Friday, November 27th, 2020
Christmas Eve & Christmas Day:
Thursday, December 24th &
Friday, December 25th, 2020
New Year’s Eve & New Year’s Day:
Thursday, December 31st, 2020 &
Friday, January 1st, 2021
Martin Luther King, Jr. Day:
Monday, January 13th, 2020
Easter Weekend:
Friday, April 10th, 2020
Memorial Day
Monday, May 25th, 2020
4th of July Weekend:
Friday, July 2nd, 2020
Labor Day:
Monday, September 7th, 2020
Quarterly Client Satisfaction Survey
At the end of each quarter, you will receive a Client Satisfaction Survey.
We feel it’s important to touch base and see how things are going. This is your
time to tell us how we did and what we can do to better service your account.
We appreciate the good feedback along with the (maybe) not so good
feedback. Bottom line: we value transparency.
Annual Client Satisfaction Survey
At the end of the year, we send out an Annual Client Satisfaction Survey.
It’s a bit lengthier than the Quarterly Survey, and it’s very helpful for our yearly
planning. We’re always listening and adjusting to your needs as we go. We
don’t wait until the end of the year to change what we’re doing. But we do
appreciate the time to check-in and hear from you directly.
We want to hear from you, and we
genuinely want to improve and
continue to be the best partner for
your business. The surveys are
optional, but it’s our sincere hope
you’ll fill these out and share your
candid feedback with us.
We Value
Your Feedback
Delivering
DIGITAL
EXCELLENCE
from Proof to Point.

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Proofpoint Marketing Digital Client Onboarding Document

  • 2. Hi, there! Welcome to your new digital marketing partnership. We’re excited to be here with you! We know you have lots of options when it comes to working with a digital marketing agency. So it goes without saying–but we’re going to say it anyway–we are grateful you chose Proofpoint for your marketing needs. We appreciate the trust and value you place in our company. Along with our team of Proofpointers, delivering your business goals is our primary objective. Always. We strive to build partnerships based on transparency, problem solving, collaboration and shared success. We feel if you’re working with us, it’s because you value a straightforward and honest approach. In the following pages, you’ll find helpful information about our company, how we’ll work together and what you can expect from our team, as well as handy information about the kinds of tools we use, and who to contact for what, and when. We know you’re busy crushing it at work, but we promise the content within will be worth your while. So what are we waiting for? Let’s get this party started. Warmly, Mike & Gaby Grinberg Co-Founders of Proofpoint Marketing
  • 3. We aim to simplify the complex and ever-changing world of digital marketing so you feel confident in the process and secure in the execution. Proofpoint is based in the Twin Cities with a team of digital doers spread out across several states. We’re comprised of talented individuals with a passion for their craft and a deep curiosity toward the ever-evolving digital space. As a fully-remote B2B digital marketing agency, we’re proud to hire and cultivate talent from across the United States, giving us (and you) access to some of the brightest talents in digital marketing today.
  • 4. Our Brand Promises Our Brand Promises are at the core of how we’ll engage and interact with you. Our goal is to deliver on these promises every single time you connect with someone on our team. Not everyone bats 1,000–but that’s what we aim to do. Results-Driven. Data and analytics are at the core of everything we do. We aim to drive profitable growth for our clients. Quality-Oriented. We want to be effective as well as efficient–which means we take pride in our work and strive to ensure mistakes are non-existent. We prioritize quality over speed–always. Business-Minded. We immerse ourselves in our clients’ business. We learn why they exist, how they make money and everything about their industry. Client-Centric. Our business exists because of our clients, and servicing their needs is our primary objective.
  • 5. Digital Strategy Buyer Journey Mapping Audience Segmentation Persona Development Integrated Marketing Planning Performance Content Content Strategy Content Development Brand Messaging Strategy Integrated Marketing Planning Performance Media Paid Search (SEM) Search Engine Optimization (SEO) Social Media Marketing Display /Programmatic Marketing Analytics Reporting & Dashboards Tag Management Web Analytics Forecasting Website Optimization OUR SERVICES
  • 6. We like to roll-up our sleeves and get sh*t done! How We Work Together We’re all about transparency, and want you to know exactly what your team can expect from a partnership with Proofpoint. The next few pages are helpful in outlining precisely how we’ll work together.
  • 7. Response Times & Communication Proofpoint’s Client Services team is available to you during regular business hours, Monday through Friday (8:00 am CST to 5:00 pm CST). Your primary point of contact (either one of our Project Managers or Account Managers) is your direct line to all PPM teammates and is responsible for managing your account from soup to nuts. If addressing other members of the PPM team, please make sure to copy your project or account manager, so we ensure requests don’t accidentally fall through the digital cracks of the interwebs. The Client Services team is committed to reviewing and responding to all communication within one business day, with either: A confirmation that the message has been received A direct response to the message, or a timeframe for receiving one from the appropriate PPM team member Any communication that is received outside of business hours will be addressed the next business day.
  • 8. Urgent Communication Any urgent communication will be addressed on the same business day. If something urgent comes up, please do one of the following to alert us to your concern: Email the Digital Project Manager with the subject line “URGENT: [Insert Topic Here]” A direct phone call to the Digital Project Manager Our team is always available to troubleshoot and address your concerns. When mistakes happen, we admit them, take responsibility and have complete transparency on what we’re doing to rectify the situation. We’ll outline a plan and provide updates along the way.
  • 9. Change Order Process Proofpoint understands that a project can always be subject to change, from scope, to schedule, to strategies and tactics. As your partner, we’ve got a process to make adjustments to the SOW as seamless as possible. Your request to initiate a change in scope begins with providing our team with the information needed to complete a Project Change Request Form. This document will categorize the change and detailed rationale, and be approved by all teams. Your Client Services team member will then complete a Project Change Authorization Form, outlining changes, deliverables, dependencies, and cost; this will also be co-signed by both parties. Proofpoint will schedule a Client Regroup Meeting to discuss appropriate next steps, such as a revised Project Brief and Timeline. See? Easy-peasy!
  • 10. We’re Here For You Every solid partnership is built on one thing: trust. Here’s how we plan to earn yours: • We strive to have excellent communication and on-point deliverables across all our accounts. • We take our words seriously so we don’t have to eat them later. • We promise not to over-promise. We do what we say we’re going to do. • We have no egos. Our business exists because of our clients, and servicing clients’ needs is our primary objective. Always. • We own our mistakes and do everything we can to rectify the situation. Our success is 100% dependent on your satisfaction. Don’t hesitate to contact me directly regarding anything on your account. We absolutely want to hear your concerns. And we also love to hear your praise and positive feedback. We know you’ve got work do to. So do we. Let’s do this together. Gaby VP of Client Services 612-940-6454 gabriella.israel@proofpoint.marketing
  • 11. Communication Channels Email We solemnly swear not to flood your inbox, and we promise to keep our emails short, sweet and to the point. Above all, we promise our subject lines will accurately describe the contents of the email itself. Phone When it comes to communication, we can all agree that sometimes a phone call is easier and necessary–especially for something urgent or sensitive. We typically lean on email for day-to-day communication, but we’ll always make ourselves available to jump on a call with you! Google Video Hangouts This is our preferred method for video conferencing, though if you use a different service, we can surely accommodate. We love to see your smiling faces so turn on your cameras! Unless of course you’re having a bad hair day. We get it.
  • 12. Tools & Software Google Docs We use Google Docs for all our agency documents. We know not everyone uses this, so rest assured that we’re comfortable and confident using everything in the Microsoft Office Suite. We will always export final documents and send them to you as either PDFs or via MS Office Suite (Word, PowerPoint, Excel). File Sharing/Transferring We use WeTransfer to securely share documents. We are happy to use any file sharing tool your team prefers (such as DropBox, for example). If the files are small, we’ll send them via email as attachments. DocuSign We use this tool to send important account documents that require your John Hancock (such as SOWs and MSAs). It provides guided instructions and securely sends documents so we both have signed copies.
  • 13. Client Meetings Discovery Meeting Now that the SOW is signed, we’ll schedule the Client Discovery Meeting with you and other stakeholders on your team. During this meeting, we’ll review the initial account documents, as well as get to know one another and make formal introductions to everyone on the team. We’ll also set-up recurring client meetings. Client Kick-off Meeting This is a critical step in the process. It’s during this meeting that we ensure total alignment by reviewing the Project Brief and Timeline with you and your team. We request your approval on these two items before we proceed with any work. Recurring Client Meetings We’ll schedule a recurring meeting with you and your team. We try to center all communication and deliverables around this meeting, to keep communication focused and on schedule. Documentation will be provided before and after for reference: • Agenda: Provided 12-24 hours prior to the meeting • Summary Report: Provided 24-48 hours following the meeting Quarterly Business Reviews (QBRs) A QBR document will be provided four times per year, containing analysis and optimization recommendations for each quarter. The Proofpoint team will also schedule a corresponding meeting to review. Annual Planning Your account will be reviewed at the end of each fiscal year, providing an opportunity for the full team to participate in a comprehensive review of the past year and come together to plan for the next year ahead.
  • 14. For your records, these are the dates we will be closed as an agency. We reserve the right to add in a couple of extra floating days for professional development and agency outings. Important Dates World Mental Health Day Friday, October 9th, 2020 Thanksgiving and Black Friday: Thursday, November 26th & Friday, November 27th, 2020 Christmas Eve & Christmas Day: Thursday, December 24th & Friday, December 25th, 2020 New Year’s Eve & New Year’s Day: Thursday, December 31st, 2020 & Friday, January 1st, 2021 Martin Luther King, Jr. Day: Monday, January 13th, 2020 Easter Weekend: Friday, April 10th, 2020 Memorial Day Monday, May 25th, 2020 4th of July Weekend: Friday, July 2nd, 2020 Labor Day: Monday, September 7th, 2020
  • 15. Quarterly Client Satisfaction Survey At the end of each quarter, you will receive a Client Satisfaction Survey. We feel it’s important to touch base and see how things are going. This is your time to tell us how we did and what we can do to better service your account. We appreciate the good feedback along with the (maybe) not so good feedback. Bottom line: we value transparency. Annual Client Satisfaction Survey At the end of the year, we send out an Annual Client Satisfaction Survey. It’s a bit lengthier than the Quarterly Survey, and it’s very helpful for our yearly planning. We’re always listening and adjusting to your needs as we go. We don’t wait until the end of the year to change what we’re doing. But we do appreciate the time to check-in and hear from you directly. We want to hear from you, and we genuinely want to improve and continue to be the best partner for your business. The surveys are optional, but it’s our sincere hope you’ll fill these out and share your candid feedback with us. We Value Your Feedback