Roles & Responsibilities
Account Management Roles and Responsibilities
Account Management Lead/Strategist
- Oversees strategic goals and metrics for Agile Collective's Account Management service
- Ensures consistency in how client relationships are managed
Accounts Coordinator
- Maintains a cross-portfolio view of the health of the accounts and support relationships
- Helps ensure account management activity is appropriate to each client
- Improves the Account Management service, in line with the stated goals
- Regularly reports on trends, pain points and opportunities across accounts
- Requests changes to the CRM functionality to improve our record-keeping
Account Manager(s)
- Leads the day-to-day service of AM for a portfolio of clients
- Represents Agile Collective to the client, and holds the client’s vision for their product(s) within Agile Collective, ensuring it is in good health, and anticipating challenges and opportunities.
- Reports to the client and the Accounts Coordinator on the health of the product
- Meets regularly with the client, and is a point of escalation for issues from Support or with the Support Team
- Oversees conversations about new functionality or new phases of work; owns the Roadmap
Support Lead
- Keeps the AM(s) up-to-date with client related issues and/or opportunities
- Responsible for the Support system
- Onboards the client team onto the Support system
Maintainer / Support Contact
- First point of contact for new issues via the Support
Project Manager
- Keeps the AM(s) up-to-date with project statuses for projects with existing clients
- Raises issues with the project directly to the AM
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