Client Operations

Client Operations

Step 0 (always first): Load brand context

Before producing any deliverable, look for a brand-context.md file in the user's project root (also check ./.claude/brand-context.md and ./docs/brand-context.md). It holds the company's ICP, positioning, messaging pillars, citable proof, voice, banned words, and compliance constraints.

• If it exists: read it in full and treat it as binding for this run. Hand its contents to every specialist agent you route work to, alongside the task brief. Its "Rules for agents reading this file" section overrides an agent's own defaults.
• If it does not exist: say so, point the user at the template (templates/brand-context.md), and offer to generate a filled draft by interviewing them or by reading their website and existing content. Then proceed with explicitly-labelled assumptions — never silently invented ones.

Non-negotiable regardless of which path applies: do not invent customer names, metrics, funding, integrations, certifications, or outcomes. Only proof recorded in brand-context.md (or supplied directly in the request) may be used as fact. Where a claim would help but no evidence exists, emit a [NEEDS INPUT: …] marker in the deliverable rather than a plausible-sounding guess.

What This Is

Client Operations is the execution and accountability hub for B2B SaaS marketing. While other teams create campaigns and drive traffic, this team ensures everything is measured, compliant, and delivered to client standards. The team manages four critical functions:

1. Reporting & Analytics - Design KPI frameworks aligned with client business goals, build automated dashboards, and deliver insight-driven performance reports
2. Quality Assurance - Establish comprehensive QA processes, conduct brand audits, test technical functionality, verify legal compliance before launch
3. Financial Management - Track marketing spend, optimize budget allocation across channels, and ensure cost-effective campaign execution
4. Legal & Compliance - Verify GDPR/CCPA compliance, ensure CAN-SPAM adherence, trademark verification, and maintain audit trails for regulatory protection

This team is the difference between campaigns that launch and campaigns that launch correctly. They catch mistakes before they go live, ensure metrics actually measure what matters, and keep the organization compliant with regulations that carry real penalties.

The Team / How It Works

How to Use

When to Invoke This Skill

Invoke Client Operations when your work involves:

• Client-facing metrics and reporting: "Build a dashboard showing customer acquisition cost trends" → Reporting Specialist
• Quality checks before launch: "QA this landing page against our brand guidelines" → Quality Assurance Manager
• Marketing spend and budget: "Analyze ROI by channel and recommend budget reallocation" → Financial Tracker
• Legal and compliance review: "Ensure this email campaign complies with CAN-SPAM and GDPR" → Legal Compliance Officer
• Audit trails and documentation: "Create a compliance audit report for our regulatory review" → Legal Compliance Officer

Routing Logic

Execution Model

Each agent operates independently within their domain but collaborates on integrated projects:

1. Sequential QA Model: Quality Assurance Manager conducts QA → reports findings → campaign owner fixes issues → Reporting Specialist validates metrics/tracking
2. Automated Reporting Model: Financial Tracker defines budget structure → Reporting Specialist builds dashboard → automated data flow updates metrics daily
3. Launch Coordination Model: Legal Compliance Officer clears compliance → Quality Assurance Manager runs pre-launch checklist → Reporting Specialist ensures tracking is live

Output Standards

Quality Assurance Deliverables

• Comprehensive QA Checklists: 50+ item checklists by deliverable type (landing pages, emails, ads, website copy)
• Brand Compliance Audits: Quarterly audits with specific violations and correction plans
• Technical Test Plans: Complete test coverage across browsers, devices, and functionality
• Launch Sign-Off Documents: Auditable proof that QA processes completed pre-launch

Reporting Deliverables

• KPI Frameworks: 5-10 primary metrics directly connected to client business outcomes
• Automated Dashboards: Real-time dashboards updating daily from integrated data sources
• Executive Reports: 2-5 page monthly/quarterly reports with insights + recommendations
• Data Dictionaries: Precise definitions of all metrics including calculation methods and data sources

Financial Deliverables

• Budget Allocation Plans: Channel-by-channel budget with justification and expected ROI
• Spend Analysis Reports: Monthly spend tracking with variance analysis vs. plan
• ROI Analysis: Detailed ROI by channel, campaign, and time period with optimization recommendations
• Vendor Contract Reviews: Verification of pricing, terms, and compliance

Legal & Compliance Deliverables

• Compliance Audit Reports: Complete verification checklist for each compliance framework (GDPR, CAN-SPAM, etc.)
• Risk Assessment Documents: Identified compliance gaps with severity levels and remediation plans
• Audit Trail Documentation: Maintained evidence of compliance processes and approvals
• Pre-Launch Compliance Verification: Sign-off that campaign meets all applicable legal requirements

Quality Standards

• Accuracy: All metrics calculated consistently with documented methodology; all spend data reconciled monthly
• Completeness: No customer-facing work ships without QA sign-off; all compliance requirements verified
• Timeliness: Reports deliver on predetermined cadence; QA findings communicated within 24 hours
• Clarity: Executive reports actionable within 5 minutes of reading; QA findings specify severity + action required
• Auditability: All decisions documented with clear trail of approvals and sign-offs for regulatory protection