Client Profiles

Client profiles store all the information about your clients, from basic details to retainer plans and performance metrics.

​

Creating a client

Managers can create new clients:

1. Navigate to Clients in the sidebar
2. Click New Client
3. Fill in the client details:
   • Name - Company or individual name (required)
   • Slug - URL-friendly identifier (auto-generated from name)
   • Start Date - When the retainer or relationship began
   • Plan - Select a retainer plan (required for retainer clients)
   • CSM - Assign a Customer Success Manager (optional)
   • Notes - Internal notes about the client
4. Click Create Client

The client is created with status “Active” and ready for quotes and tasks.

​

Client profile information

​

Overview tab

The client overview shows key information and metrics: Stat Cards:

• Day Rate - Sold vs actual day rate performance
• Efficiency - Banked time, overage, and net efficiency
• Performance indicators for the current period

Hours Summary:

• Current month hours by default
• Allocated, logged, and remaining hours
• Visual progress bar
• Month picker to view historical usage

​

Client sidebar

The sidebar appears on all client tabs (except Schedule) and shows: Client Info:

• Status badge - Active or Archived
• RAG status - Red/Amber/Green health indicator
• Plan name - With “Custom” badge if hours or cost overridden
• CSM - Assigned Customer Success Manager with avatar

Hours Summary:

• Month picker dropdown
• Allocated hours (plan hours with PM deduction)
• Logged hours (raw time entries)
• Remaining hours (red if negative/over budget)
• Utilization progress bar
• Link to view all time entries for the client

​

Client details

​

Basic information

Name and slug:

• Name is the display name throughout CharleOS
• Slug is used in URLs (e.g., /clients/fargro)
• Slug auto-generates from name but can be customized

Status:

• Active - Current client with active work
• Archived - Former client, no longer active

Start date:

• Tracks when the client relationship began
• Used for tenure calculations and reporting

Notes:

• Internal notes visible only to your team
• Use for context, special requirements, or history

​

Team assignments

CSM (Customer Success Manager):

• Primary point of contact for the client
• Manages relationship and retainer
• Optional but recommended for retainer clients

Client portal users:

• Client team members with portal access
• View quotes, tasks, and submit help desk tickets
• Managed via the Team tab

​

Retainer & pricing

Plan assignment:

• Links to a retainer plan template
• Defines default monthly hours and cost
• Can be overridden per client

Custom overrides:

• Override monthly hours
• Override monthly cost
• Shown with “Custom” badge in UI
• Takes precedence over plan defaults

​

Performance metrics

Day Rate:

• Sold day rate: Based on plan cost and hours
• Actual day rate: Based on time logged and billing
• Variance: Sold vs actual performance

Efficiency:

• Banked hours: Efficiency gains from completing faster
• Overage hours: Non-billable time over estimates
• Net efficiency: Overall performance

Hours Tracking:

• Monthly allocation with PM deduction (15%)
• Logged hours: Raw time entries
• Billable hours: After billing formula applied
• Remaining budget

​

Health indicators

RAG Status:

• Updated from weekly RAG reports
• Indicates overall client health
• Shows in client list and detail pages

Schedule Health:

• Based on scheduled hours vs plan allocation
• Three-month view available
• Helps identify under or over-scheduling

​

Editing clients

Managers can update client information:

1. Open the client detail page
2. Click Edit in the header
3. Modify any fields:
   • Name, slug, or notes
   • Status (active/archived)
   • Start date
   • Plan assignment
   • Custom hours or cost overrides
   • CSM assignment
4. Click Save Changes

​

Managing client portal users

The Team tab shows client portal users:

​

User information

Each client portal user has:

• Name and email
• Role (Admin or Member)
• Status (Pending, Sent, Active, Deactivated)
• Last login date

​

User roles

Admin:

• Full access to client portal
• Can invite new users
• Can view all quotes and tasks

Member:

• View and submit quotes
• View tasks
• Submit help desk tickets

​

Invite users

To add a client portal user:

1. Navigate to client Team tab
2. Click Invite User
3. Enter name and email
4. Select role (Admin or Member)
5. Click Send Invite

The client receives an email with a token link (valid for 72 hours) to set their password.

​

Manage existing users

From the Team tab:

• Resend invite - Send a new invite email if the original expired
• Deactivate - Disable a user’s access
• Change role - Update between Admin and Member

​

Client list features

The main clients list includes:

​

Search and filters

Search:

• Search by client name
• Search in notes field

Filters:

• Status (Active/Archived)
• CSM (filter by assigned CSM or unassigned)
• Plan (filter by retainer plan)

​

Table columns

• Client name with status badge
• Plan name
• CSM name and avatar
• RAG status badge
• Start date
• Actions (view, edit)

​

Sorting

Sort clients by:

• Name (alphabetical)
• Start date (newest/oldest)
• Plan
• CSM

​

Client sidebar features

​

Month picker

View hours for any billing period:

• Defaults to current month
• Dropdown to select historical months
• Updates all metrics for selected period

​

Hours breakdown

Allocated hours:

• From plan or override
• PM deduction (15%) already applied
• Example: 60-hour plan = 51 allocated hours

Logged hours:

• Raw time entries total
• Includes both billable and non-billable
• Shows actual effort

Remaining hours:

• Allocated minus billable (not logged)
• Red text if negative (over budget)
• Green text if positive (under budget)

​

Progress visualization

The progress bar shows:

• Percent of hours used
• Color coding:
  • Green: 0-75% (normal usage)
  • Amber: 75-90% (approaching limit)
  • Red: 90%+ (near or over allocation)

​

Best practices

​

Next steps