FareHarbor Sites Update Process for Account Managers
Last updated: April 18, 2025
This help page outlines the site updates process for Account Managers. It also outlines which responsibilities belong to the Account Manager in the process as well as which responsibilities belong to the Project Coordinator or other sites team members. If you are looking for information for clients that are new to FareHarbor sites please see the New Sites Process for Account Managers help page. If you are looking for information on SEO Audits for your client please refer to this help page.
If you have any questions that are not outlined in that help page please submit the Global FHS Request workflow in the #fhs_sbmm_projectmanagement Slack channel.
All site updates should be sent through the normal internal support submission form located here.
Project Submission
The first step for any site update is to submit the Internal Support Request form.
All on-site translation requests for live sites must go through the workflow: “Translation Request” in the Slack channel #fareharborwebsites before submitting a project request. Eligibility requirements can be found on this help page.
If an employee (AM) is submitting a request for a translation, site template update, enterprise homepage redesign, or a site update project, please check the box that says “other” under “FareHarbor Site Update” and indicate the project type in the project request notes
Once the form has been submitted the Sites team evaluates the request by reviewing the submission. The project is also checked for any errors/missing information before submitting. If the project is outside of the scope or ability of the Sites team the Project Coordinator will reach out to the Account manager with details.
Project Approval
Once the project is approved, it’s added into the Airtable updates queue and a Project Coordinator is assigned. The Project Coordinator will then designate the project type as either Redesign, Template Update, or Translation. The Project Coordinator will also fill in the Account Manager field (AM field in Airtable), close lead ID, and any additional details applicable to the update. Please note that a project coordinator usually won’t contact the client until after the build is completed and ready for review unless explicitly stated otherwise in the project submission or if there is prior communication between the Project Coordinator and the Account Manager.
For all Translation Projects: A translation document will be provided to the client. It is the clients responsibility to provide our team with this completed document with the translations they are seeking to add to the site. Translation projects cannot move forward until this document has been completed with the appropriate translations.
Site Update
Once all items have been collected the Project Coordinator will move the Airtable record to the SEO Pre-sweep status (Template Updates only). At this time the responsibility to continue moving the project forward is with the project coordinator and no input is needed from the account manager. The SEO Pre-sweep status is the first of several statuses that the project coordinator will supervise movement through before it is ultimately built. For a full list of the table statuses and their descriptions please see this help page. If you need a view that shows all projects currently in the queue you can use the Airtable view here.
How long it takes for a site to be picked up for the update once it has been submitted will depend on how many other projects are in the queue as well as the size of the update project. As an account manager if you need an update please reach out to the project coordinator and they will be able to give you an estimated timeline.
When the project has been picked up by a Web Content Specialist the status will be updated to “Initial Build”. In most cases the Web Content Specialist will usually work from a cloned version of the client’s live site via a staging link that the client will review (like redesigns / large scale rebrands and template updates) This ensures all updates are not reflected on the live site until the client has approved them. For smaller updates that don’t typically require working from a preview link, the changes will get made directly to the client’s live site (affiliate item adds, new pages built, translations, etc.). The team will use their discretion based on the client’s request. If the client needs a preview link to approve before seeing the changes live on their site, please let the updates team know in your initial request.
If questions do arise at this point the project coordinator will work with the client to find answers. In rare situations the project coordinator may reach out to the account manager if there are dashboard questions or adjustments that need to be made. These situations are rare but do come up occasionally.
FHS Quality Check
After the web content specialist completes the update only certain types of updates will receive a quality check.
Template updates and Translations will be updated to the “FHS Checks 1st Round” status. This will signify that the project has been completed and lets the Project Coordinator know that the site needs to be checked for design and functionality. They will go through a series of checks on the website and utilize Airtable to make any notes of items that may need to be corrected before the project is reviewed with the client.
Once the Check is complete, they will assign the Airtable record back to the web content specialist. From here the web content specialist will need to make any corrections that were brought up during the checks process Once all corrections have been made the web content specialist will update the Airtable record to “Client Review”. Redesign projects can bypass 1st round checks.
Copy Check
Template updates, Translations and Redesign projects do not receive a copy check.
Client Feedback and Review
Once the project is ready to be reviewed by the client, project status is changed to “client review.” At this point, the project coordinator will reach out to the account manager to figure out who will send the client their preview link (depending upon client / account manager relationships and preferences / expectations). Most of the time, the project coordinator will reach out directly to the client with the AM CC’ed.
For EMEA and LATAM Account Managers: The sites team does not have a project coordinator that speaks all the languages that are offered in this region. Currently the only language other than English that we are able to support in EMEA is Spanish and Portuguese. For AMER and LATAM Account Managers, we currently only have English speaking Project Coordinators.
In cases where we do not have a Project Coordinator that speaks the client’s preferred communication language, the Account Manager will remain the point of contact throughout the project. In this situation the Project Coordinator will reach out directly to the Account Manager once the site has been completed and it will be the Account Managers responsibility to review the updates with the client. The Project Coordinator will continue to work in a supporting role with the Account Manager for the remainder of the project and the remaining steps in the site process.
If the client hasn’t responded to this initial reach out, the project coordinator can escalate, by either following up with the client directly and asking if they’ve had a chance to review / collect feedback OR by asking the account manager to reach out to the client to check in. Please note that project coordinators are not responsible for cold calling clients for follow ups, but can send emails or schedule meetings with clients if needed.
Any feedback or edits provided by the client will be passed to the web content specialist by the project coordinator and addressed. Once the edits have been addressed by the web content specialist the project coordinator will let the client or account manager know for further review or for the go live approval.
After feedback is implemented, the status is changed again to “client review,” with the revisions emailed to the client via site preview link with any build notes from the web content specialist.
Going Live
Once the client has given all feedback and has approved the site build for go-live, the status is changed in the Airtable card to “Greenlight.” At this point, the new changes are published to the site (if working from draft pages / preview links) or the project is closed if the changes were already made to the live site. A full description of the FareHarbor sites process for taking an update live can be found in this help page.
Template Updates and Translations will receive a live round check. Unlike New Sites, once a template update goes live it does not need to be called
For internal step-by-step instructions on how to conduct a site update please see this help page.