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Collective Account Management Playbook",null,"Purpose of Account Management\nThe purpose of Account Management at Agile Collective is to build strong, trusted, and long-lasting relationships with our clients.\nOur Account Management service ensures that clients feel supported, informed, and confident at every stage in their journey with us. We maintain regular contact with key client stakeholders to understand their strategic objectives, upcoming priorities, and budgets, so we can plan effectively and provide proactive guidance.\nAccount Management acts as a central point of continuity across the entire client lifecycle, from contract wins through project delivery and into ongoing support. We help sense-check new requests, coordinate with project managers and delivery teams, and ensure that work aligns with both client goals and best practices.\nAccount Managers also look for opportunities to add value by recommending relevant services such as strategy, design, development, etc. This helps support clients goals and best interests, grows long-term partnerships, and brings in work to the company.\n"],["/01-roles/","Roles & Responsibilities",null,"Account Management Roles and Responsibilities\nAccount Management Lead/Strategist\n\nOversees strategic goals and metrics for Agile Collective's Account Management service\nEnsures consistency in how client relationships are managed\n\nAccounts Coordinator\n\nMaintains a cross-portfolio view of the health of the accounts and support relationships\nHelps ensure account management activity is appropriate to each client\nImproves the Account Management service, in line with the stated goals\nRegularly reports on trends, pain points and opportunities across accounts\nRequests changes to the CRM functionality to improve our record-keeping\n\nAccount Manager(s)\n\nLeads the day-to-day service of AM for a portfolio of clients\nRepresents 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.\nReports to the client and the Accounts Coordinator on the health of the product\nMeets regularly with the client, and is a point of escalation for issues from Support or with the Support Team\nOversees conversations about new functionality or new phases of work; owns the Roadmap\n\nSupport Lead\n\nKeeps the AM(s) up-to-date with client related issues and/or opportunities\nResponsible for the Support system\nOnboards the client team onto the Support system\n\nMaintainer / Support Contact\n\nFirst point of contact for new issues via the Support\n\nProject Manager\n\nKeeps the AM(s) up-to-date with project statuses for projects with existing clients\nRaises issues with the project directly to the AM\n\n"],["/01-roles/account-manager/","Account Manager",null,"This is placeholder text for an introduction to account manager. test\n"],["/01-roles/am-role-desciption/","Account Manager Role Description",null,"Account Manager role description\nThe 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.\nOwnership\nOwnership means being responsible for ensuring these things are done well and visibly, not necessarily doing all of them personally. The AM has ownership of:\n\nThe overall health, satisfaction, and long-term direction of each client relationship\nRegular client engagement and meeting structure\nHigh-level awareness of all active workstreams across their accounts\nIdentifying and progressing new work with existing clients\nEnsuring smooth handovers from and to New Work Team, project team, and Support Team\nEscalation of relationship risks, client concerns, and account-level issues\n\nClient relationship management\nResponsibilites\n\nBuild and maintain strong, positive relationships with account stakeholders\nMaintain regular communication with clients through scheduled check-ins, meetings, and informal touchpoints.\nStay aware of client-side staff changes, restructures, or new decision makers\nUnderstand each client’s business priorities, strategic objectives, and challenges\nKeep a high-level overview of all active workstreams for each client\nAct as the primary day-to-day point of contact for non-technical and non-project-specific queries\nEnsure clients feel listened to, supported, and confident in Agile Collective’s services\n\nBoundaries\n\nThe Account Manager is not responsible for delivering project work or technical solutions\nDetailed technical discussions are led by Project Managers, developers, or others as appropriate\n\nCommunication and coordination\nResponsibilites\n\nMonitor and respond to client emails in a timely manner.\nAcknowledge requests and ensure they are routed to the correct person.\nLiaise closely with the Project Management and Support teams to stay informed about progress, risks, and priorities.\nKeep internal teams updated on client feedback, concerns, and upcoming needs.\nEnsure communication between teams remains clear and joined-up.\n\nBoundaries\n\nThe Account Manager coordinates communication on the account level but does not replace the Project Manager as the owner of project delivery.\nTechnical support responses are handled by the Support team; the Account Manager facilitates rather than resolves technical issues.\n\nOversight and continuity\nResponsibilites\n\nMaintain an up-to-date understanding of what work is in progress for each client.\nTrack overall client health, satisfaction levels, and potential risks.\nProvide continuity as clients move between New Work, Project Delivery, and Support.\nEnsure handovers between departments are smooth and well-communicated.\nAct as a consistent, familiar presence for the client over time.\n\nBoundaries\n\nThe Account Manager oversees at a strategic and relational level rather than managing day-to-day project tasks.\n\nBusiness development and opportunities\nResponsibilites\n\nIdentify opportunities to expand client relationships and introduce additional services.\nProactively discuss upcoming projects, budgets, and roadmaps with clients.\nSupport the creation of proposals, scopes, and estimates in collaboration with delivery teams.\nHelp grow revenue from existing accounts through upsells and new projects.\nEnsure recommendations align with the client’s best interests and long-term goals.\n\nBoundaries\n\nPricing, scoping, and technical solutions are produced by the relevant teams.\nThe Account Manager supports the new work process but does not replace formal Business Development activities.\n\nEscalation and issue management\nResponsibilites\n\nAct as the main escalation point for client concerns.\nHelp de-escalate issues through clear communication and coordination with internal teams.\nEnsure problems are acknowledged, tracked, and resolved promptly.\nProtect and strengthen client trust during challenging situations.\n\nBoundaries\n\nResolution of technical or delivery problems remains the responsibility of the relevant project or support teams.\n\nKey working relationships\nThe Account Manager works most closely with:\n\nProject Managers: handover, delivery updates, client comms alignment\nSupport Team: ticket oversight, escalation, and facilitation\nNew Work: opportunity pipeline and proposals\nMarketing: identifying client interests/project pipeline\nDesign and Support: scoping and sense-checking\nFinance: budget awareness and invoicing queries\nClients: ongoing relationship, satisfaction, alignment\n\n"],["/01-roles/success-indicators/","Success Indicators for Account Managers",null,"This section sets out how success is defined in Account Management. It is intended as a practical self-assessment tool: a way to reflect on what is working, spot gaps early, and have grounded conversations about performance and support.\nClients feel known, heard, and supported\nClients experience the AM as a consistent, trusted presence who understands their goals and context.\nSignals\n\nClients rarely repeat the same concern across multiple touchpoints\nClient strategic priorities and key stakeholders are documented and kept current\nClients proactively share upcoming plans and changes with the AM\nWhat this measures: The AM’s ability to build contextual knowledge for each client and use it to make them feel supported.\n\nClient relationships are healthy and stable\nAccounts are retained and the AM has a clear sense of health and risk level of each relationship.\nSignals\n\nA client health status is maintained and reviewed for each account at least quarterly\nEarly warning signs (dissatisfaction, disengagement, missed contacts) are surfaced before they become issues\nClients with regular AM engagement are not lost\nWhat this measures: The AM’s ability to read relationship health accurately and act on early signals.\n\nCommunication is timely and well routed\nClients receive responses quickly. Requests are acknowledged and reach the right person without slipping through the gaps.\nSignals\n\nAverage response time to client communications is under one day\nClient requests are acknowledged and routed without the client needing to chase\nInternal teams are kept informed of client feedback and upcoming needs\nWhat this measures: The AM’s ability to communicate and make sure nothing falls in the gaps between a client’s expectations and internal capacity.\n\nMeetings are purposely followed up\nAM meets help move things forward, surface opportunities and risks, and leave the client feeling informed and confident.\nSignals\n\nEvery standard meeting follows an agenda and produces documented notes or actions\nFollow-ups from meetings are actioned within an agreed timeframe\nMeeting cadence is maintained at the agreed frequency for each client.\nWhat this measures: The AM’s ability to structure client time well.\n\nHandovers between teams are smooth\nClients don't experience discontinuity when moving between New Work, Project Delivery, and support. The AM provides the thread of continuity.\nSignals\n\nAM is briefed ahead of project kick-offs and retros\nBacklog items from completed projects are reviewed with clients within one AM meeting cycle\nWhat this measures: The AM’s effectiveness as the connector between internal teams, making sure the client has a consistent point of continuity even as the people working with them may change.\n\nNew work opportunities are identified and progressed\nThe AM spots and creates opportunities to grow accounts in ways that serve clients and AC.\nSignals\n\nAt least 4-6 new project opportunities per year are progressed from AM relationships\nRoadmap conversations happen with strategic accounts at least annually\nUpsell recommendations are documented and align with client goals\nWhat this measures: The AM’s ability to support the development of new work and client needs.\n\nAccount health is visible to the wider team\nThe AM spots and creates opportunitiesThe AM does not hold client knowledge in their head. Account status, risks, and opportunities are documented and accessible.\nSignals\n\nAM documentation (strategy, roadmap, history) is kept current\nRisks and escalations are surfaced to the team before they become urgent\nWhat this measures: The AM’s ability to build a strong account structure that can function while the AM is away.\n\nThe AM’s workload is sustainable\nThe AM managed their own capacity across accounts in a way that is sustainable over time.\nSignals\n\nWorkload is reviewed regularly with AM COP, with capacity issues raised proactively\nThe AM is not consistently overextended without flagging it\nWhat this measures: The AM’s ability to sustain good relationship management over time.\n\n"],["/02-modes/","Account Management Modes",null,"Account Management Modes\nThe AM role is not static. While the AM is always responsible for the health and continuity of their client relationships, the nature of that work shifts depending on what is happening with each account at any given time.\nWe describe these shifts as modes. At any point, an AM may be in one or more of the following modes with a given client:\n\nSteady state — the default. No active project. The AM maintains the relationship, monitors health, spots opportunities, and keeps things moving.\nOpportunity in play — something has been raised that might become a project. The AM qualifies it and prepares a handoff to New Work. This aligns with 'Pre-project' in the Project Playbook.\nProject underway — a project is active. The AM steps back from day-to-day delivery but stays relationally present and is ready to step in if needed.\nTransition — a project is wrapping up. The AM steps back in, runs the retrospective, picks up the backlog, and resets to steady state.\n\nRecognising which mode you are in, and adjusting your approach accordingly, is one of the core skills of account management at Agile Collective. The sections below describe each mode in detail, starting with steady state.\n\nSteady State (business as usual)\nThe steady state is the default condition of an account: there is no active project or ongoing conversations. Your job is to keep the relationship healthy, stay informed, spot opportunities, and make sure nothing falls through the gaps.\nMost of your client relationships will be in steady state most of the time. This is not a passive mode — it requires ongoing and proactive attention.\nRhythm\nGood steady state account management follows a clear rhythm. The frequency of contact varies by client, but the structure is consistent.\nAnnually — Once a year, produce an account review for each client using the standard template. This should cover:\n\nA summary of work delivered over the past year\nSupport activity and trends\nRecommendations for the year ahead\nA proposed plan and priorities going forward\n\nShare this with the client and offer a meeting to discuss it. Some clients will want that conversation; others will be happy to receive it in writing. Either way, it should happen.\nThe annual review does not need to fall in January or at the start of a financial year — align it to whatever cycle makes sense for the client. The important thing is that it happens consistently.\nQuarterly — High-value clients, clients experiencing difficulty, and any client with ongoing project activity should have a quarterly check-in. This can be as short as twenty minutes. The focus is on:\n\nReviewing the roadmap\nChecking in on priorities and any changes in their organisation\nIdentifying anything that needs attention\n\nMonthly — For clients without a monthly meeting cadence, stay visible in the support system. Review open tickets, check for anything that needs flagging, and make sure nothing is drifting. This does not require initiating a client meeting — it is about maintaining awareness and being present.\nWeekly — Each week, scan your client portfolio and ask: who needs attention right now? If you are running a quarterly cycle across your accounts, you should expect to be actively focused on a different client most weeks. Use this scan to:\n\nIdentify clients who are overdue contact\nSpot anything in the support system or inbox that needs a response\nFlag anything to relevant internal teams\nCheck upcoming meetings and prepare accordingly\n\nWeekly rhythm is about portfolio awareness, not client-by-client weekly contact.\nAd hoc\nNot everything fits the rhythm. Alongside your regular cadence, you will need to respond to things as they arise. Common triggers include:\n\nA client raises something in a meeting or email that suggests a new need or project\nThe Support team flags something that is growing beyond a standard ticket\nA client stakeholder changes, leaves, or a restructure is announced\nA client expresses dissatisfaction or concern\nYou notice a pattern — such as missed responses, reduced engagement, repeated issues — that suggests a relationship needs attention\n\nWhen something is raised (whether directly by the client, by Support, or a PM) it comes to you first. Your job is to assess it and decide what happens next.\nHandling new feature or project requests\nWhen the Support PoC receives something that looks like more than a support ticket, they should pass it to the AM. The AM then assesses whether it:\n\nCan be handled within existing support\nNeeds a conversation with a specialist (designer, developer, UX, accessibility etc), in which case the AM sets that up\nRepresents a genuine project opportunity, in which case you should gather the following information and pass on to New Work\n\nThe AM does not need to estimate or scope the work. The AM's job is to make sure the right information is gathered before anything goes further. Nothing should reach New Work as a half-formed request.\n\nWhat the client is trying to achieve (Aims)\nWhat they think they want (Suggested solution)\nBudget expectations (even a rough sense)\nTimeline\nAny relevant constraints — technical, organisational, or historical\n\nSee the New Work Handoff Template.\nEscalation\nSome situations require you to act quickly and bring in others. The following are triggers for escalation:\n\nA client expresses serious dissatisfaction or raises a complaint\nA key stakeholder leaves (or is going to leave) and the relationship becomes uncertain\nA client signals they may be considering leaving\nClient behaviour is becoming harmful to the Agile Collective team\nYou notice a pattern of disengagement that is not resolving\n\nWhen any of these occur, do not wait for the next scheduled meeting or check-in. Escalate promptly to the relevant lead or the Delivery Circle, depending on the situation. Refer to the escalation table in this playbook for guidance on who to involve.\nYour role in escalation is to surface the issue clearly, coordinate the response, and protect the client relationship. Resolution of technical or delivery problems remains with the relevant teams — but you own the relationship through the difficulty.\n\nNote on where opportunity handling sits: when a client raises something that eventually becomes a project, the AM's role in gathering and routing that request sits within steady state. However, once the opportunity is confirmed and handed to New Work, it formally enters Pre-project as defined in the Projects Playbook. At that point the AM shifts mode. We have kept the routing guidance here because that is where the AM first encounters it — but be aware it connects directly to the Projects Playbook from that moment on.\n\n\nOpportunity in Play (Pre-Project)\nThis mode begins when a potential project has been identified and the AM has completed an initial assessment. It ends when the opportunity is either handed to New Work or dropped.\nTriggers\n\nA client raises something during steady state that looks like a project\nThe Support PoC routes something to the AM that has grown beyond a support ticket\nA roadmap or annual review conversation surfaces a clear need\n\nWhat the AM does\n\nAssess whether this is actually a project opportunity or something that can be handled within existing support. If it's the latter, route it accordingly and return to steady state.\nIf it does look like a project, gather the information needed for a clean handoff using the New Work Handoff Template: what the client is trying to achieve, what they think they want, budget expectations, timeline, and any relevant constraints or history.\nPass the completed template to New Work. From this point, New Work owns the proposal and estimation. The AM is kept informed of what the proposal looks like but is not responsible for producing it.\nOnce the proposal is with New Work, this mode ends. If the project is confirmed, the AM moves into Project(s) Ongoing mode at Mobilisation. If the opportunity does not progress, the AM returns to steady state.\n\n\nProject(s) Ongoing (Mobilisation to Delivery)\nThis mode begins at Mobilisation, when the PM formally takes ownership of delivery. The AM steps back from day-to-day involvement and the PM drives the work.\nThe AM does not disappear entirely: they remain relationally present, available to the client, aware of how things are going, and ready to step in if there is a relationship issue that needs attention.\nWhat the AM does\n\nLiaises with the PM about the background and/or attends the internal project kick-off to ensure a clean handover and to signal continuity to the client\nMaintains a regular sync with the PM (e.g. fortnightly for longer projects) to stay informed of progress, risks, and anything client-facing that needs attention\nContinues any routine AM meetings with the client that were in place before the project started, coordinating with the PM to ensure messaging is consistent and nothing is duplicated or contradicted\nActs as the escalation point if a relationship issue arises during delivery\n\nWhat the AM does not do\n\nManage day-to-day delivery or project tasks\nGet involved in technical decisions\nDuplicate the PM's client communications\n\nWhere there is any ambiguity about roles or process, the Projects Playbook is the authoritative reference for the project side, and this playbook covers the AM's role within it.\n\nTransition\nThis mode begins when the project is wrapping up. The PM should flag this to the AM in good time.\nWhat the AM does\n\nTakes part in (or facilitates) a client-facing review of the project within four weeks of it ending, and documents high-level learnings\nReviews the project backlog with the client, helps them prioritise, and supports them in converting items into support tickets (or remaining in a separate backlog for now)\nResets the relationship rhythm and resumes steady state meetings\nUpdates the AM Master Sheet/CRM with any changes to priorities, stakeholders, or health status\n\nOnce the backlog has been reviewed and the regular meeting cadence is re-established, the AM returns to Steady State.\n"],["/search/","Search","Search documentation.",""]]}