Client team: set a client owner and a client manager

Give each client a client manager who does the work and a client owner who is told when something goes wrong.

In short: Each client can have two people from your team: a Client manager, who looks after the day-to-day work, and a Client owner, who is responsible for the relationship. One person can be both. Leaving them empty changes nothing.

What each one gets

Client manager: new work for the client is assigned to them by default, and they get the client’s day-to-day notifications, such as client portal uploads, signed documents and new comments.
Client owner: is only told when something goes wrong. That includes work that is overdue, work that has stayed in the same status for more than 10 days, and invoices more than 30 days late (only for people with billing access). They also get one notice if the client has no client manager.
Both always have access to the client, even if they’re limited to their assigned clients.

The ⓘ button next to Client team explains the two roles in the app.

Set the client team for one client

Open the client’s profile.
In the left column, find the Client team card, under the client’s details.
Click the pencil (Edit client team).
Pick the Client owner and the Client manager from your team, or Not set, then click Save.

Set it for many clients at once

Go to Contacts and tick the clients.
Click Set client team in the bar at the top.
For each role, choose a person, Remove (not set) or Keep as is, then click Save.

Find clients and work by client team

In the Contacts list, use the Client owner and Client manager columns and filters. Pick people, or Me.
On the Work page, the Client owner and Client manager filters show the work of those clients.

Good to know

When you create work, a work type’s own default assignee still comes first. You can always change the assignee.
If the client manager is archived, their notifications go to the client owner until you pick a new manager.
The client owner can turn their alerts on or off, in ProCharted or by email, in the notification settings under Client alerts.