Multiple Clients - Who pays for the account?

  • Question
  • Updated 9 months ago
  • Answered
I have been a Social Media Manager for some time, however I am fairly new to managing multiple clients, and i have so far realised it would be in my best interest for each of my clients to have their own Hootsuite accounts and that I would manage them all from my account.

Now, the question is.. which I cannot find the answer to ANYWHERE.. Do you ask your clients to pay for their own accounts? How do you go about this? Has anyone got experience in this?
Photo of KrishK

Krish

  • 120 Points 100 badge 2x thumb

Posted 11 months ago

  • 2
Photo of James Lane

James Lane, Ambassador

  • 1,596 Points 1k badge 2x thumb
Official Response
Hi Krish,

I read two components to this question, so apologies if this isn't where you were headed with this, but hopefully is helpful to get input.

1) Who actually pays for the account: The SMM or the client.  For this, I think it comes down to the nature of your managed agreement.  What services are you providing, what is provisioned?  For example, you may be auditing their activity, you may have a short term interest in their social, or you may be taking it over completely and meeting with the client regularly to get content input.

The answer to these types of questions may help to answer who actually funds the account directly.  For clients where we manage social, we pay for the account (or more specifically, it is funded out of the project costs paid for the service).

2) Who's account owns (from a social management perspective) the social: So, do you add the accounts to your account and create an extra seat for them, or do they create an account and assign the extra seat to you.  Again, it largely comes down to the nature of your activity with them.

For some of our clients, they want some gentle nudging, but otherwise want to run things themselves (in this case they'd often have their own HootSuite account).  Others need a much intimate support, and we would support them at a much closer level, so we may have a deeper presence (and we would include the accounts in our dashboard).

"i have so far realised it would be in my best interest for each of my clients to have their own Hootsuite accounts and that I would manage them all from my account"

This is ideal.  That way both parties can access the accounts and you'll have a much more efficient productive flow being able to see who's replied, assign actions and use the dashboard to its full potential.

"Do you ask your clients to pay for their own accounts?"

Yes.  With the exception of the pro bono projects, clients fund the projects and this includes the tools needed.

So, for (1) I guess it depends and there's a case to be made for either.

For (2) as standard, the client would fund the account.

Hope this helps,

James