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Agency Manager Operating Model

Purpose​

This document defines how the product should work across its core workflows.

It focuses on operating truth, not implementation details.

Core Principle​

Every major workflow should have one obvious source of truth and one obvious owning surface.

Do not hide business truth behind generic dashboard abstractions.

Workflow 1. Agency Onboards A Client​

Goal​

Create a client workspace that the agency can manage and the client can use.

Flow​

  1. Agency staff creates a client account in org.
  2. Agency staff adds primary contact and relationship details.
  3. Agency staff invites one or more portal users.
  4. Client accepts access and reaches their portal dashboard.

Truth sources​

  • client account record is the source of truth for the relationship
  • portal identity is the source of truth for portal authentication inside one agency organization
  • portal access grant is the source of truth for company-specific portal access
  • organization membership is the source of truth for agency-side access

Product consequence​

If this workflow is weak, every later feature will feel bolted on.

Workflow 2. Agency Starts And Runs Work​

Goal​

Track active work without exposing agency-internal clutter to the client.

Flow​

  1. Agency staff creates an engagement or project for a client account.
  2. Agency staff assigns owners and sets status.
  3. Agency staff posts updates, milestones, or deliverables.
  4. Client sees the current state and recent progress in portal.

Truth sources​

  • project record is the source of truth for delivery state
  • project update and deliverable records are the source of truth for client-visible progress

Product consequence​

The portal should show distilled delivery truth, not every internal operational detail.

Workflow 3. Agency Logs Time​

Goal​

Capture billable and non-billable work against real client relationships.

Flow​

  1. Staff member logs time against a client account and optionally a project.
  2. Time entry is categorized as billable or non-billable.
  3. Agency views totals by project, client, and team member.
  4. Client sees only summary information if the agency chooses to expose it.

Truth sources​

  • time entry records are the source of truth for work logged
  • reporting summaries are derived views, not source records

Product consequence​

Time entries should remain small, explicit records. Do not bury them inside project documents or client snapshots.

Workflow 4. Agency Bills The Client​

Goal​

Make billing visible and actionable through the portal while keeping finance truth aligned with Stripe.

Flow​

  1. Client account is linked to a Stripe customer.
  2. Stripe generates invoices, subscriptions, or payment events.
  3. Billing sync makes that state visible inside the app.
  4. Agency reviews the account in org.
  5. Client reviews invoices, payment status, and payment actions in portal.

Truth sources​

  • Stripe customer, invoice, subscription, and payment status are the finance truth
  • client account is the durable app-facing billing identity and display context
  • internal client billing mapping stays behind that client-account surface

Product consequence​

Do not invent a second billing ledger inside the app unless the business case is real.

Workflow 5. Agency Shares Files And Documents​

Goal​

Make the portal the default place to find account artifacts.

Flow​

  1. Agency uploads or links a document to a client account or project.
  2. Agency sets visibility scope.
  3. Client sees the file in the relevant account or project context.
  4. Client downloads or acknowledges the document.

Truth sources​

  • document metadata record is the source of truth for ownership and visibility
  • backing file storage is the source of truth for the actual file asset

Product consequence​

Visibility rules matter as much as storage. A document system without clean audience boundaries will fail fast.

Workflow 6. Client Checks Status And Next Actions​

Goal​

A client should be able to log in and answer these questions in under a minute:

  • what is active
  • what changed recently
  • what do I owe
  • what do I need to review
  • who do I contact

Portal home should emphasize​

  • active projects or engagements
  • latest updates
  • invoice/payment status
  • recent shared files
  • next action or attention state

Portal home should not emphasize​

  • internal staffing details
  • raw time logs by default
  • agency-only notes
  • generic admin settings before account context

Workflow 7. Agency Handles Billing Or Delivery Issues​

Goal​

Show operational problems where they belong.

Billing issues should surface through​

  • client account state
  • billing summary
  • invoice detail or payment status
  • notifications and reminders

Delivery issues should surface through​

  • project status
  • blocked milestones
  • overdue deliverables
  • stale or missing updates

Truth rule:

Do not mix billing truth and delivery truth into one ambiguous status field.

Operating Language​

Prefer product language that maps to real agency work:

  • client account
  • engagement
  • project
  • deliverable
  • time entry
  • invoice
  • payment status
  • shared document
  • client portal

Avoid vague umbrella terms as primary UX concepts:

  • object
  • record
  • item
  • workspace entity
  • operation unit

What The Product Is Not​

This product is not trying to be, at least initially:

  • a full CRM from lead to close
  • a full project management suite
  • a full accounting system
  • a full support desk
  • a full DAM or enterprise document system

It should solve the overlap between agency operations and client visibility first.