Managing On-Boarding Projects in HubSpot

External Resources

HubSpot User Guide: On-Boarding Projects for Specialists

Visual Walk Through

Video Tutorial

Overview

On-Boarding Projects guide you through the campaign build and launch process for new client services. These projects move through distinct pipeline stages, each with specific tasks and deliverables that keep the build process organized and on schedule.

Timeline Reference (from build beginning):

• SMB PPC E-Commerce campaigns: 8 business days for build phase
• SMB PPC Lead Generation campaigns: 3 business days for build phase
• ENT PPC & Social campaigns: Stage launch, 3 business days for each phase
• Paid Social campaigns: 18 business days for creatives and build phase
• Retail Media campaigns: 13 business days for build phase
• Additional 2 business days built in for review and revisions

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How On-Boarding Projects Are Created

You don't create On-Boarding Projects manually. When a new Order is created in Quickbase, the system automatically:

1. Creates a Service record in HubSpot
2. Generates an On-Boarding Project upon Team Assignmentnt
3. Sets the Product Specialist as the Project Owner

The project appears in your Customer Success workspace with the pipeline stage set to Intake.

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Pre-Intake Stage: Optional Preparation Tasks

When you first receive an On-Boarding Project, you'll see three tasks:

1. Perform Pre-Intake Audit (optional)
2. Share Pre-Intake Suggestions with AM (optional)
3. Review Post Intake Notes & Support Tickets (required gate task)

About Pre-Intake Tasks

The first two tasks are optional based on your bandwidth and the intake timeline. Complete them if you have time and access before the intake call happens.

The Gate Task: Review Post Intake Notes & Support Tickets

This task controls when the build phase begins. Complete it only when you've verified you have everything needed to start building.

What to check before completing:

• Account Manager's intake notes (found in activity feed)
• Any support tickets associated with the service or company
• Outstanding action items that might block your build work

Why this matters: Once you complete this task, the project advances to "Build In Progress" and your build deliverables become due according to strict timelines. Don't start the clock until you're ready.

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Build In Progress Stage

When the Build Phase Starts

Completing "Review Post Intake Notes & Support Tickets" automatically moves the project to Build In Progress and generates multiple build-related tasks for you, all with the same due date.

Build Phase Tasks

Your specific tasks depend on your department and service type, but typically include:

• Research & Planning tasks
• Campaign Implementation tasks
• Settings & Attribution Verification tasks
• Account Manager coordination tasks (visible but not assigned to you)

Important: All your tasks share the same due date. This gives you flexibility to sequence your work based on what makes sense for each unique build—some builds benefit from starting with research, others from diving straight into implementation.

Completing Build Tasks

Mark tasks complete as you finish them by clicking the checkmark on each task card. This gives Account Managers real-time visibility into your progress.

You can:

• Complete tasks in any order that makes sense
• Add comments to tasks to explain decisions or provide context
• Create additional manual tasks for yourself if needed

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Documenting Your Build

When to Document

After completing build tasks, you'll see a new task: "Complete and Submit Build Notes Playbook." This task appears automatically after you finish your research phase task.

Complete this task only when:

• All build deliverable tasks are finished
• Campaigns are fully built in the platform
• You're confident the build is ready for Team Lead review

How to Complete Build Notes

1. Navigate to the Submit Build Notes tab on your On-Boarding Project
2. Click Open Playbook
3. Fill out each section of the Build Notes playbook (playbook content varies by department)
4. Click Log Note to save your documentation

The playbook creates a formatted note in your project's activity feed that your Team Lead will reference during review.

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Submitting for Build Review

The Build Review Status Field

After logging your build notes, submit your build for review using the Build Review Status field (located in the left column of the project record).

Steps to submit:

1. Locate "Build Review Status" in the left column
2. Change the value to "Build submitted for review"

What happens automatically:

• Project advances to "Build Review" pipeline stage
• A task is created for your Team Lead: "Complete build review and suggest changes"
• Your Team Lead can now access both your campaigns in the platform AND your build notes

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Understanding Review Outcomes

Your Team Lead will review your work and update the Build Review Status with one of three outcomes:

Outcome 1: No Further Changes or Suggestions (Approved)

• Build is fully approved
• Project moves to "Build Completed" stage
• Account Manager tasks are created for launch
• No further action needed from you until after launch

Outcome 2: Build Changes Suggested (Approved)

• Build is approved with optional improvement suggestions
• Project moves to "Build Completed" stage
• A task is created for you to address suggestions (can be done during launch or post-launch)
• Suggestions are enhancements, not blockers

Outcome 3: Build Changes Needed (Not Approved)

• Issues must be addressed before approval
• Project stays in "Build Review" stage
• A task is created for you: "Review and confirm requested build changes"
• You'll need to make revisions and resubmit

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Handling Revision Requests

If your build requires changes:

1. Find the Team Lead's build review note in the activity feed
2. Review all requested changes carefully (look for "Change Needed" sections)
3. Make the required changes in the platform
4. Update your documentation by either:
   • Editing your original build notes to reflect changes
   • Adding a comment to the build review note detailing your updates
   • Creating a new revision note
5. Resubmit for review by changing Build Review Status back to "Build submitted for review"

This creates another review task for your Team Lead. The cycle continues until the build is approved.

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After Build Approval

Build Completed Stage

Once approved, the project moves to Build Completed and your direct involvement pauses while the Account Manager:

• Reviews the build from a client perspective
• Schedules and conducts the launch call
• Coordinates campaign activation
• Marks the project as "On-Boarding Complete" after campaigns launch

What Happens at Project Completion

When the Account Manager marks the project complete, several automated actions occur:

1. Service status changes from "Awaiting Launch" to "Active Campaigns"
2. A new Optimization Project is created automatically
3. Your first optimization task appears in the new project (typically due within 24-48 hours)

The completed On-Boarding Project remains in HubSpot permanently as a historical record you can reference anytime.

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Quick Reference

Key Actions You'll Take

Finding Key Information

• Build Review feedback: Activity feed > Filter by Notes
• Task progress: Overview tab > Project Tasks section
• Service details: Right sidebar > Services section
• Company communications: Service preview > Navigate to Company