Foundations of Client Account Management

Facilitated by Nate Ley

Foundations of Client Account Management focuses on the mindset and responsibilities of an account manager. Key topics include:

• Mindset: Emphasizes the role of a trusted advisor, moving beyond a project manager, and understanding what the client has brought to the table.

• Client Success: The primary job is to ensure client success, advocate for them within your company, help them get promoted, and foster long-term client relationships.

• Key Concepts: Covers expertise vs. judgment, win/win scenarios, the sales aspect of the role, and the importance of relationships spanning companies.

• Role Definition: Clarifies the difference between an account manager and a project manager, and defines who the client is (stakeholder vs. budget owner).

The course assumes the participant has already sold their first engagement and is about to start the project, focusing on owning the client relationship.

Managers in the Foundations of Client Account Management course may be facing challenges such as:

• Understanding their role: Differentiating between an account manager and a project manager, and clarifying their responsibilities as a "trusted advisor."

• Mindset shift: Adopting a mindset that prioritizes client success, advocacy, and long-term relationships, especially if they are new to owning client relationships.

• Client advocacy: Learning how to effectively advocate for their clients within their own company.

• Relationship building: Developing skills to foster strong, lasting relationships with clients that span different companies.

What can a participant expect from this manager training?

• Develop a "trusted advisor" mindset: To move beyond a transactional role and become a strategic partner to their clients.

• Improve client retention and success: Learn how to make clients successful, get them promoted, and turn them into lifelong clients.

• Enhance their understanding of the account manager role: Especially if they are new to managing client relationships after a successful initial engagement.

• Strengthen client relationships: To build win/win scenarios and become a strong advocate for their clients.