Account Manager Role Description
Account Manager role description
The AM is primarily accountable for client relationship continuity, strategic, oversight, and the overall health of each account across the full client lifecycle, from contract with through project delivery and into ongoing support.
Ownership
Ownership means being responsible for ensuring these things are done well and visibly, not necessarily doing all of them personally. The AM has ownership of:
- The overall health, satisfaction, and long-term direction of each client relationship
- Regular client engagement and meeting structure
- High-level awareness of all active workstreams across their accounts
- Identifying and progressing new work with existing clients
- Ensuring smooth handovers from and to New Work Team, project team, and Support Team
- Escalation of relationship risks, client concerns, and account-level issues
Client relationship management
Responsibilites
- Build and maintain strong, positive relationships with account stakeholders
- Maintain regular communication with clients through scheduled check-ins, meetings, and informal touchpoints.
- Stay aware of client-side staff changes, restructures, or new decision makers
- Understand each client’s business priorities, strategic objectives, and challenges
- Keep a high-level overview of all active workstreams for each client
- Act as the primary day-to-day point of contact for non-technical and non-project-specific queries
- Ensure clients feel listened to, supported, and confident in Agile Collective’s services
Boundaries
- The Account Manager is not responsible for delivering project work or technical solutions
- Detailed technical discussions are led by Project Managers, developers, or others as appropriate
Communication and coordination
Responsibilites
- Monitor and respond to client emails in a timely manner.
- Acknowledge requests and ensure they are routed to the correct person.
- Liaise closely with the Project Management and Support teams to stay informed about progress, risks, and priorities.
- Keep internal teams updated on client feedback, concerns, and upcoming needs.
- Ensure communication between teams remains clear and joined-up.
Boundaries
- The Account Manager coordinates communication on the account level but does not replace the Project Manager as the owner of project delivery.
- Technical support responses are handled by the Support team; the Account Manager facilitates rather than resolves technical issues.
Oversight and continuity
Responsibilites
- Maintain an up-to-date understanding of what work is in progress for each client.
- Track overall client health, satisfaction levels, and potential risks.
- Provide continuity as clients move between New Work, Project Delivery, and Support.
- Ensure handovers between departments are smooth and well-communicated.
- Act as a consistent, familiar presence for the client over time.
Boundaries
- The Account Manager oversees at a strategic and relational level rather than managing day-to-day project tasks.
Business development and opportunities
Responsibilites
- Identify opportunities to expand client relationships and introduce additional services.
- Proactively discuss upcoming projects, budgets, and roadmaps with clients.
- Support the creation of proposals, scopes, and estimates in collaboration with delivery teams.
- Help grow revenue from existing accounts through upsells and new projects.
- Ensure recommendations align with the client’s best interests and long-term goals.
Boundaries
- Pricing, scoping, and technical solutions are produced by the relevant teams.
- The Account Manager supports the new work process but does not replace formal Business Development activities.
Escalation and issue management
Responsibilites
- Act as the main escalation point for client concerns.
- Help de-escalate issues through clear communication and coordination with internal teams.
- Ensure problems are acknowledged, tracked, and resolved promptly.
- Protect and strengthen client trust during challenging situations.
Boundaries
- Resolution of technical or delivery problems remains the responsibility of the relevant project or support teams.
Key working relationships
The Account Manager works most closely with:
- Project Managers: handover, delivery updates, client comms alignment
- Support Team: ticket oversight, escalation, and facilitation
- New Work: opportunity pipeline and proposals
- Marketing: identifying client interests/project pipeline
- Design and Support: scoping and sense-checking
- Finance: budget awareness and invoicing queries
- Clients: ongoing relationship, satisfaction, alignment
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