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Purpose

Lay out the tasks an SEO Team Lead must complete when a client cancels SEO services or ghosts the platform , the SEO team lead must complete the following tasks in order to fully offboard the canceled client.

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Procedure

Inputs:

  • The SEO Team Lead

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  • receives notification of an SEO cancellation through a Teams message, account manager email, or

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  • the SEO Monthly Planner

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  • .

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titleNotify the assigned SEO rep.

  • The team lead will send the assigned SEO rep an email notification of the cancellation using the following template:

    • “Hello, I am sending you a notification that your SEO client (insert dealer name) will be canceling/has canceled their SEO services effective (insert cancel effective date). Here is the change request for reference: (insert CR#).”

Info

Helpful Tip: the cancellation effective date can be found in the change request under “Billing Effective Date”. This is required for every SEO cancellation - even platform ghostings or other unexpected cancellations.

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titleNote the cancellation in the SEO Monthly Sheet.

  • Cancellations are noted in column A of the client row as follows: “Cancel (insert billing effective date)”. The cell is also highlighted in red.

  • Links to the SEO Monthly

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titleMove the client card to the Canceled column on the SEO Content Staging Trello board

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  • The billing effective date listed in the change request will need to be recorded as the cancellation date on the content template card in the Custom Fields section:

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Image Added

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titleMove the client card to the Canceled column on the SEO Work & QA Trello board

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titleRemove any content requests that were created for future months for the canceled clients.

  • If the SEO rep has already put in a content request for the following month when the client is to be canceled, The Team Lead must find the card in the Content Writing, QA, or Posting board.

    • If the content writers have not yet started to write content for the request, the Team Lead can just archive the content request card,

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    • which would likely be found in the Content Writing board.

    • If the content has already been written, then the card would likely be found in the Content QA or Content Posting boards, and content must be added to the Up For Grabs section of the Content Index before archiving the card

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Outputs:

  • The SEO Team Lead cancellation tasks have been completed and Juniper can complete their assigned cancellation tasks to finish closing out the client.