SEO Team Offboarding Tasks

Purpose

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

Procedure

Inputs:

The SEO Team Lead receives notification of an SEO cancellation through a Teams message, account manager email, or the SEO Monthly Planner.

Notify 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#).”

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.

Note 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 Sheets:
- ARI: https://docs.google.com/spreadsheets/d/1aC5wAfwRl4fMBgHoD3x_sPA2vFOwS9jv2wS7eShJF2I
- DS: https://docs.google.com/spreadsheets/d/12ull7Ldjq4PtAeuB4Ttk9EbBrHxmiZ7c0bW2cs7u

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

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:

Drag or use the Move Card buttons to move the template card from the Client Cards column to the Paused/Canceled Clients column.
Links to the SEO Content Staging boards:
- ARI: https://trello.com/b/MZuXpELG/ari-seo-content-staging-board
- DS: https://trello.com/b/iGmvzOgw/dealer-spike-seo-content-staging-board

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

Drag or use the Move Card buttons to move the client QA card from the SEO rep’s column to the Canceled/Paused Clients column.
Links to the SEO QA boards:
- ARI: https://trello.com/b/Xt6gLEkk/ari-seo-work-and-qa
- DS: https://trello.com/b/KzNbptCp/seo-work-and-qa

Remove 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, 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:
  - ARI: https://docs.google.com/spreadsheets/d/1Y0ABRjokGGBtnDGnErKclTz8JTKaU53QNGqUXzSwW7c/edit#gid=1746346904
  - DS: https://docs.google.com/spreadsheets/d/1wNhllIyyF7qu_C6t5FbfkJP8N_T5fxqS6MNOwUaRyuI/edit#gid=977171263

Outputs:

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