Account Management Leadership (with Special Guest Brooke Feldman)

In this episode we cover the "Account Management Leadership Pyramid" - a framework for thinking through a strategic approach to account management leadership.

In this episode, Fred and John cover how to do a Client scorecard:-Why Scorecards Matter-There Is No Perfect Scorecard - the process is the result-Four Categories That Usually Matter-Don't Let the Metrics Become the Goal - as always, the goal is Trust-Performance Management vs. Performance Reporting

In this episode, we explore concepts of leading an Account Management team with Brooke Feldman, SVP Operations and Client Success at Arrive, a global provider of parking and city management solutions. We discuss:Biggest mindset shifts to move to leadershipQualities to look for when hiring account managersCreating confidence within the teamBalancing revenue andr relationship pressuresOperating cadenceAnd more!

In this Episode, Fred and John welcome special guest Elena Casal, Chief Client Officer for the Clearing House. The Clearing House is one of the US's largest payment networks. In this episode, we cover:- Embracing sales as an account manager- 'Selling' vs. adding value- Account plans- Building relationships- Asking for the sale

In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including:The First 15 Minutes: What to Say ImmediatelyCommunicate on the period you specified, even if nothing changesDecide communication mode and whether it needs to escalate based on the size of the client and the nature of the outageInternally align on messaging prior to later communicationsThings not to sayResolution messageSubsequently, extra focus on building trust

In this episode, Fred and John discuss Business Ethics specifically for Account ManagersMost Common Scenario: Ethical Communication During Problems Quota vs. Client Best InterestOverselling vs. Honest Positioning or overselling the roadmapDiscounts and Pricing EthicsData and Confidentiality Responsibilities

In this episode, Fred and John discuss the top ten mistakes made by B2B account managers:Thinking some else is the quarterback “I think”Not bringing recommendations along with problemsNot being willing to be a pincushionComplaining about the client in the openAssuming not hearing from clients means everything’s goodReferring to your internal team as ‘them'Waiting until renewal to sell the value propNo account plansNot answering the question directly - “Curse of Knowledge”

In this episode, we host special guest Tim Stoltenberg, the Creative Director of Dad’s Garage (www.dadsgarage.com) - the legendary Atlanta-based improvisation team.  From Tim we learn about:How improv skills are not about being funny, but about listeningUsing improv to solve problems togetherListening to understand, instead of to respondUsing “yes and..”Avoiding bulldozingUsing silenceAnd a deep discussion of the meaning of the word portmanteau.Be sure to check out Dad’s Garage!

In this episode, Fred and John discuss:-Realities of the client executives you manageAnd tactics to help:-Be present-Use the phone-Answer the question-Send an ‘industry update-Storm the castle-Send thank you notes-Send a holiday gift or holiday cardAnd Pimento cheese

In this episode, Fred and John discuss:Negotiations Process: anchoring, leveraging interests, etc.Common negotiation mistakesEthics in negotiations