Who This Applies to: Account Director & Account Managers
What’s New: All Pause Contract Requests must go through and be approved by Chris Hansen.
Process to Pause Contract
Go to the Contract Request asana dashboard and complete the Form with your pause information.
Once filled out, AD & AM to schedule a time with Chris Hansen to discuss the client pause request
Chris Hansen must approve the pause of contract & confirm client re-start date
Once approved, AD & AM must create an addendum outlining the updated terms:
Pause Date, Resume Date, and Remaining Months Left of Contract
Deliver to the client for signature
The client must sign an addendum before you move forward with executing next steps
Once signed, the AD to post the pause notice in churn slack channel
Client:
Retainer Value:
Churn Type: [X-month] Pause
Forecasted or Not-Forecasted:
Terms:
Contract End Date:
Are we pausing/resuming?:
Are we letting them out of the contract early:
AR:
High Level Churn Category:
What went well:
What could we have done better:
Next Steps:
Client Escalation:
Jules to task OPs VA the following:
Update client asana project with Pause Terms in the "Client Schedule" section
Note Pause in the Contract Details Doc
Process to Resume Client Contract After Pause
AM to reach out to client 2 weeks in advance of resumed start date to schedule new "client kick-off" with account team
Ahead of contract resume date Finance to ping thread and confirm we have the green light to resume billing
Once confirmed between both parties, Group Director to coordinate with Account Director and Account Manager to:
Reach out to client to resume calls
Coordinate with account team to resume work
Reminder: Any pause contract must be approved by Chris Hansen
Where to Find the Details: Process to Pause Contract & Resume After Pause