# Account Management

*/Departments/Account_Management*

## Neighborhood

### Parent

- [Advertising Agency](/CompanyTypes/Advertising_Agency) — parent · CompanyTypes

### Siblings

- [Account Services](/Departments/Account_Services) — siblings · Departments
- [Ad Operations](/Departments/Ad_Operations) — siblings · Departments
- [Advertising Sales Planning](/Departments/Advertising_Sales_Planning) — siblings · Departments
- [Audience Insights](/Departments/Audience_Insights) — siblings · Departments
- [Audio Production](/Departments/Audio_Production) — siblings · Departments
- [Brand Strategy](/Departments/Brand_Strategy) — siblings · Departments
- [Business Affairs](/Departments/Business_Affairs) — siblings · Departments
- [Creative](/Departments/Creative) — siblings · Departments
- [Creative Department](/Departments/Creative_Department) — siblings · Departments
- [Creative Services](/Departments/Creative_Services) — siblings · Departments
- [Design Studio](/Departments/Design_Studio) — siblings · Departments
- [Digital Media](/Departments/Digital_Media) — siblings · Departments
- [Digital and Social Media](/Departments/Digital_and_Social_Media) — siblings · Departments
- [Market Research](/Departments/Market_Research) — siblings · Departments
- [Media Asset Management](/Departments/Media_Asset_Management) — siblings · Departments
- [Media Buying](/Departments/Media_Buying) — siblings · Departments
- [Media Planning](/Departments/Media_Planning) — siblings · Departments
- [New Business](/Departments/New_Business) — siblings · Departments
- [Research and Analytics](/Departments/Research_and_Analytics) — siblings · Departments
- [Research and Insights](/Departments/Research_and_Insights) — siblings · Departments
- [Traffic](/Departments/Traffic) — siblings · Departments

### Related (delivered by)

- [Client Claim Status Reporting](/Processes/Client_Claim_Status_Reporting) — delivered by · Processes
- [Client Measurement](/Processes/Client_Measurement) — delivered by · Processes
- [Client-Agency Relationship Evaluation](/Processes/Client-Agency_Relationship_Evaluation) — delivered by · Processes
- [Brief Development](/Processes/Brief_Development) — delivered by · Processes
- [Client Service Level Reporting](/Processes/Client_Service_Level_Reporting) — delivered by · Processes
- [Negotiate contracts with clients or service providers.](/Activities/Negotiate_contracts_with_clients_or_service_providers.) — delivered by · Activities
- [Create account paperwork](/Processes/Create_account_paperwork) — delivered by · Processes
- [Keep records or prepare reports for owner or management concerning visits with clients.](/Tasks/Keep_records_or_prepare_reports_for_owner_or_management_concerning_visits_with_clients.) — delivered by · Tasks
- [Produce renewals](/Processes/Produce_renewals) — delivered by · Processes
- [Create strategic and tactical sales plans by customer](/Processes/Create_strategic_and_tactical_sales_plans_by_customer) — delivered by · Processes
- [Maintain assigned account bases while developing new accounts.](/Tasks/Maintain_assigned_account_bases_while_developing_new_accounts.) — delivered by · Tasks
- [Present drafts and ideas to clients.](/Tasks/Present_drafts_and_ideas_to_clients.) — delivered by · Tasks
- [Confer with clients to exchange information.](/Activities/Confer_with_clients_to_exchange_information.) — delivered by · Activities
- [Confer with clients to determine objectives, budget, background information, and presentation approa...](/Tasks/Confer_with_clients_to_determine_objectives,_budget,_background_information,_and_presentation_approa...) — delivered by · Tasks
- [Discuss with the client the product, advertising themes and methods, and any changes that should be ...](/Tasks/Discuss_with_the_client_the_product,_advertising_themes_and_methods,_and_any_changes_that_should_be_...) — delivered by · Tasks
- [Manage own accounts and projects, working within budget and scheduling requirements.](/Tasks/Manage_own_accounts_and_projects,_working_within_budget_and_scheduling_requirements.) — delivered by · Tasks
- [Meet with clients to negotiate management and service contracts, determine priorities, and discuss t...](/Tasks/Meet_with_clients_to_negotiate_management_and_service_contracts,_determine_priorities,_and_discuss_t...) — delivered by · Tasks
- [Obtain and study information about clients' products, needs, problems, advertising history, and busi...](/Tasks/Obtain_and_study_information_about_clients'_products,_needs,_problems,_advertising_history,_and_busi...) — delivered by · Tasks
- [Develop advertising campaigns for a wide range of clients, working with an advertising agency's crea...](/Tasks/Develop_advertising_campaigns_for_a_wide_range_of_clients,_working_with_an_advertising_agency's_crea...) — delivered by · Tasks
- [Manage personal accounts](/Processes/Manage_personal_accounts) — delivered by · Processes
- [Consult with clients after sales or contract signings to resolve problems and provide ongoing suppor...](/Tasks/Consult_with_clients_after_sales_or_contract_signings_to_resolve_problems_and_provide_ongoing_suppor...) — delivered by · Tasks
- [Explain changes in contract provisions to customers.](/Tasks/Explain_changes_in_contract_provisions_to_customers.) — delivered by · Tasks
- [Deliver advertising or illustration proofs to customers for approval.](/Tasks/Deliver_advertising_or_illustration_proofs_to_customers_for_approval.) — delivered by · Tasks
- [Explain necessary bookkeeping requirements for customer to implement and provide group insurance pro...](/Tasks/Explain_necessary_bookkeeping_requirements_for_customer_to_implement_and_provide_group_insurance_pro...) — delivered by · Tasks
- [Contact customers to obtain or relay account information.](/Tasks/Contact_customers_to_obtain_or_relay_account_information.) — delivered by · Tasks
- [Emphasize or recommend service features based on knowledge of customers' needs and vendor capabiliti...](/Tasks/Emphasize_or_recommend_service_features_based_on_knowledge_of_customers'_needs_and_vendor_capabiliti...) — delivered by · Tasks
- [Provide clients with estimates of the costs of advertising products or services.](/Tasks/Provide_clients_with_estimates_of_the_costs_of_advertising_products_or_services.) — delivered by · Tasks
- [Formulate plans to extend business with established accounts and to transact business as agent for a...](/Tasks/Formulate_plans_to_extend_business_with_established_accounts_and_to_transact_business_as_agent_for_a...) — delivered by · Tasks
- [Gather information in order to provide services to clients.](/Activities/Gather_information_in_order_to_provide_services_to_clients.) — delivered by · Activities
- [Discuss the design with the client.](/Tasks/Discuss_the_design_with_the_client.) — delivered by · Tasks
- [Discuss production requirements with clients.](/Tasks/Discuss_production_requirements_with_clients.) — delivered by · Tasks
- [Inform customers of contracts or other information pertaining to purchased services.](/Tasks/Inform_customers_of_contracts_or_other_information_pertaining_to_purchased_services.) — delivered by · Tasks
- [Coordinate activities with clients, agencies, or organizations.](/Activities/Coordinate_activities_with_clients,_agencies,_or_organizations.) — delivered by · Activities
- [Plan and develop programs, agendas, budgets, and services according to customer requirements.](/Tasks/Plan_and_develop_programs,_agendas,_budgets,_and_services_according_to_customer_requirements.) — delivered by · Tasks
- [Maintain and develop positive business relationships with a customer's key personnel involved in, or...](/Tasks/Maintain_and_develop_positive_business_relationships_with_a_customer's_key_personnel_involved_in,_or...) — delivered by · Tasks
- [Develop and maintain client relationships.](/Tasks/Develop_and_maintain_client_relationships.) — delivered by · Tasks
- [Present work to clients for approval.](/Activities/Present_work_to_clients_for_approval.) — delivered by · Activities
- [Secure and renew orders and arrange delivery.](/Tasks/Secure_and_renew_orders_and_arrange_delivery.) — delivered by · Tasks
- [Confer with creative, art, copywriting, or production department heads to discuss client requirement...](/Tasks/Confer_with_creative,_art,_copywriting,_or_production_department_heads_to_discuss_client_requirement...) — delivered by · Tasks
- [Solicit customer feedback on services delivered](/Processes/Solicit_customer_feedback_on_services_delivered) — delivered by · Processes
- [Implement specific customer requirements, such as internal reporting or customized transportation me...](/Tasks/Implement_specific_customer_requirements,_such_as_internal_reporting_or_customized_transportation_me...) — delivered by · Tasks
- [Submit for customer review](/Processes/Submit_for_customer_review) — delivered by · Processes
- [Review existing accounts](/Processes/Review_existing_accounts) — delivered by · Processes
- [Review customer business objectives](/Processes/Review_customer_business_objectives) — delivered by · Processes
- [Renew corporate volume agreement for existing accounts](/Processes/Renew_corporate_volume_agreement_for_existing_accounts) — delivered by · Processes
- [Provide services as per the terms](/Processes/Provide_services_as_per_the_terms) — delivered by · Processes
- [Provide service to specific customers](/Processes/Provide_service_to_specific_customers) — delivered by · Processes
- [Perform customer-based operations](/Processes/Perform_customer-based_operations) — delivered by · Processes
- [Perform account stewardship activities with advertisers](/Processes/Perform_account_stewardship_activities_with_advertisers) — delivered by · Processes
- [Monitor customer inventories](/Processes/Monitor_customer_inventories) — delivered by · Processes
- [Monitor account status](/Processes/Monitor_account_status) — delivered by · Processes
- [Manage referrals and accounts](/Processes/Manage_referrals_and_accounts) — delivered by · Processes
- [Manage customers and accounts](/Processes/Manage_customers_and_accounts) — delivered by · Processes
- [Manage customer relationship](/Processes/Manage_customer_relationship) — delivered by · Processes
- [Manage account relationships](/Processes/Manage_account_relationships) — delivered by · Processes
- [Maintain IT customer contracts](/Processes/Maintain_IT_customer_contracts) — delivered by · Processes
- [Establish direct supply customer goals](/Processes/Establish_direct_supply_customer_goals) — delivered by · Processes
- [Develop key account plan](/Processes/Develop_key_account_plan) — delivered by · Processes
- [Develop customer business plan](/Processes/Develop_customer_business_plan) — delivered by · Processes
- [Develop cross-platform media mix for advertisers](/Processes/Develop_cross-platform_media_mix_for_advertisers) — delivered by · Processes
- [Communicate planning information to customer teams](/Processes/Communicate_planning_information_to_customer_teams) — delivered by · Processes
- [Confirm specific service requirements for individual customer](/Processes/Confirm_specific_service_requirements_for_individual_customer) — delivered by · Processes
- [Conduct early renewal process](/Processes/Conduct_early_renewal_process) — delivered by · Processes
- [Conduct annual renewal process](/Processes/Conduct_annual_renewal_process) — delivered by · Processes
- [Assess relationships](/Processes/Assess_relationships) — delivered by · Processes
- [Approve advertiser pitch internally](/Processes/Approve_advertiser_pitch_internally) — delivered by · Processes
- [Administer key account details](/Processes/Administer_key_account_details) — delivered by · Processes

### Parent organization

- [B2B Sales Organization](/CompanyTypes/B2B_Sales_Organization) — has department · CompanyTypes
- [B2B Sales Team](/CompanyTypes/B2B_Sales_Team) — has department · CompanyTypes
- [B2B Sales Teams](/CompanyTypes/B2B_Sales_Teams) — has department · CompanyTypes
- [Managed IT Provider](/CompanyTypes/Managed_IT_Provider) — has department · CompanyTypes
- [Logistics Provider](/CompanyTypes/Logistics_Provider) — has department · CompanyTypes
- [Healthcare Terminal Cleaners](/CompanyTypes/Healthcare_Terminal_Cleaners) — has department · CompanyTypes
- [Freight Trucking and Third-Party Logistics Provider](/CompanyTypes/Freight_Trucking_and_Third-Party_Logistics_Provider) — has department · CompanyTypes
- [Mid-Market Promotional Apparel & Merch Wholesaler](/CompanyTypes/Mid-Market_Promotional_Apparel_&_Merch_Wholesaler) — has department · CompanyTypes
- [IT Services Provider](/CompanyTypes/IT_Services_Provider) — has department · CompanyTypes
- [Domestic Truckload Broker](/CompanyTypes/Domestic_Truckload_Broker) — has department · CompanyTypes
- [Commercial Print Facilities](/CompanyTypes/Commercial_Print_Facilities) — has department · CompanyTypes
- [Third-Party Logistics Provider](/CompanyTypes/Third-Party_Logistics_Provider) — has department · CompanyTypes
- [Bulk Freight Logistics Provider](/CompanyTypes/Bulk_Freight_Logistics_Provider) — has department · CompanyTypes
- [Boutique Digital & Creative Agency](/CompanyTypes/Boutique_Digital_&_Creative_Agency) — has department · CompanyTypes
- [Regional B2B Contract Cut-and-Sew Facility](/CompanyTypes/Regional_B2B_Contract_Cut-and-Sew_Facility) — has department · CompanyTypes
- [Commercial Grounds Maintenance Firms](/CompanyTypes/Commercial_Grounds_Maintenance_Firms) — has department · CompanyTypes
- [Mow-and-Blow Independent Operators](/CompanyTypes/Mow-and-Blow_Independent_Operators) — has department · CompanyTypes
- [Global Tier 1 Optical Replicators](/CompanyTypes/Global_Tier_1_Optical_Replicators) — has department · CompanyTypes
- [Commercial Snow & Ice Management Firms](/CompanyTypes/Commercial_Snow_&_Ice_Management_Firms) — has department · CompanyTypes
- [Industrial Plant Maintenance Providers](/CompanyTypes/Industrial_Plant_Maintenance_Providers) — has department · CompanyTypes
- [Enterprise Dedicated Contract Carrier](/CompanyTypes/Enterprise_Dedicated_Contract_Carrier) — has department · CompanyTypes
- [Global Electronic Manufacturing Services](/CompanyTypes/Global_Electronic_Manufacturing_Services) — has department · CompanyTypes
- [Staffing Franchise Operator](/CompanyTypes/Staffing_Franchise_Operator) — has department · CompanyTypes
- [Intermodal Marketing Company](/CompanyTypes/Intermodal_Marketing_Company) — has department · CompanyTypes
- [Clerical Staffing Firm](/CompanyTypes/Clerical_Staffing_Firm) — has department · CompanyTypes
- [Volume Private Label Knitters](/CompanyTypes/Volume_Private_Label_Knitters) — has department · CompanyTypes
- [Closed-Door LTC Pharmacies](/CompanyTypes/Closed-Door_LTC_Pharmacies) — has department · CompanyTypes
- [White-Glove Local Delivery Operator](/CompanyTypes/White-Glove_Local_Delivery_Operator) — has department · CompanyTypes
- [Private Label Contract Manufacturer](/CompanyTypes/Private_Label_Contract_Manufacturer) — has department · CompanyTypes
- [Contracted School & Employee Shuttle Providers](/CompanyTypes/Contracted_School_&_Employee_Shuttle_Providers) — has department · CompanyTypes
- [Commission Throwsters](/CompanyTypes/Commission_Throwsters) — has department · CompanyTypes
- [Same-Day E-commerce Fulfillment Courier](/CompanyTypes/Same-Day_E-commerce_Fulfillment_Courier) — has department · CompanyTypes
- [Private Label Accessories Manufacturer](/CompanyTypes/Private_Label_Accessories_Manufacturer) — has department · CompanyTypes
- [Multi-Family Turnover Painters](/CompanyTypes/Multi-Family_Turnover_Painters) — has department · CompanyTypes
- [IT Staffing Firm](/CompanyTypes/IT_Staffing_Firm) — has department · CompanyTypes
- [Dry Seasoning and Rub Co-Packer](/CompanyTypes/Dry_Seasoning_and_Rub_Co-Packer) — has department · CompanyTypes
- [Toll Ink Manufacturers](/CompanyTypes/Toll_Ink_Manufacturers) — has department · CompanyTypes

### Measured by

- [Account Health Score](/Metrics/Account_Health_Score) — measured by · Metrics
- [Renewal Retention Rate](/Metrics/Renewal_Retention_Rate) — measured by · Metrics
- [Expansion Revenue](/Metrics/Expansion_Revenue) — measured by · Metrics
- [Gross Renewal Rate](/Metrics/Gross_Renewal_Rate) — measured by · Metrics
- [Customer Churn Rate](/Metrics/Customer_Churn_Rate) — measured by · Metrics
- [Expansion Bookings](/Metrics/Expansion_Bookings) — measured by · Metrics
- [Net Revenue Retention](/Metrics/Net_Revenue_Retention) — measured by · Metrics

### Processes it runs

- [Coordinate Quarterly Business Reviews](/Processes/Coordinate_Quarterly_Business_Reviews) — runs · Processes
- [Contract Negotiation and Renewal](/Processes/Contract_Negotiation_and_Renewal) — runs · Processes
- [Account Portfolio Management](/Processes/Account_Portfolio_Management) — runs · Processes
- [Manage sales/key account plan](/Processes/Manage_sales%2Fkey_account_plan) — runs · Processes
- [Identify and capture upsell/cross-sell opportunities](/Processes/Identify_and_capture_upsell%2Fcross-sell_opportunities) — runs · Processes
- [Account Health Monitoring](/Processes/Account_Health_Monitoring) — runs · Processes
- [Escalate and Resolve Account Health Issues](/Processes/Escalate_and_Resolve_Account_Health_Issues) — runs · Processes
- [Expansion Opportunity Development](/Processes/Expansion_Opportunity_Development) — runs · Processes
- [Quarterly Business Review Delivery](/Processes/Quarterly_Business_Review_Delivery) — runs · Processes
- [Account Renewal Management](/Processes/Account_Renewal_Management) — runs · Processes

### Staff

- [Strategic Account Director](/JobTypes/Strategic_Account_Director) — staff · JobTypes
- [Senior Account Executive](/JobTypes/Senior_Account_Executive) — staff · JobTypes
- [Account Coordinator](/JobTypes/Account_Coordinator) — staff · JobTypes
- [Account Director](/JobTypes/Account_Director) — staff · JobTypes
- [Renewals Specialist](/JobTypes/Renewals_Specialist) — staff · JobTypes
- [Customer Success Manager](/JobTypes/Customer_Success_Manager) — staff · JobTypes
- [Strategic Account Executive](/JobTypes/Strategic_Account_Executive) — staff · JobTypes
- [Account Manager](/JobTypes/Account_Manager) — staff · JobTypes

### Part of

- [Enterprise Software Company](/CompanyTypes/Enterprise_Software_Company) — part of · CompanyTypes
- [Managed Services Provider](/CompanyTypes/Managed_Services_Provider) — part of · CompanyTypes
- [Professional Services Firm](/CompanyTypes/Professional_Services_Firm) — part of · CompanyTypes
- [Software as a Service Company](/CompanyTypes/Software_as_a_Service_Company) — part of · CompanyTypes

### Problems this exposes

- [NRR nets contraction-and-churn against expansion in one number, hiding which motion is actually failing](/Problems/NRR_nets_contraction-and-churn_against_expansion_in_one_number,_hiding_which_motion_is_actually_failing) — exposes problem · Problems
- [NRR cohort attribution mixing price increases with true seat expansion, overstating CSM-driven retention](/Problems/NRR_cohort_attribution_mixing_price_increases_with_true_seat_expansion,_overstating_CSM-driven_retention) — exposes problem · Problems
- [expansion bookings credited to account management when product-led adoption drove them, distorting comp and coverage](/Problems/expansion_bookings_credited_to_account_management_when_product-led_adoption_drove_them,_distorting_comp_and_coverage) — exposes problem · Problems
- [churn-rate lagging indicator fires only after the renewal is lost, with no leading early-warning decomposition](/Problems/churn-rate_lagging_indicator_fires_only_after_the_renewal_is_lost,_with_no_leading_early-warning_decomposition) — exposes problem · Problems
- [renewal-rate reported as logo-count and dollar-weighted interchangeably, so small renewals mask large dollar churns](/Problems/renewal-rate_reported_as_logo-count_and_dollar-weighted_interchangeably,_so_small_renewals_mask_large_dollar_churns) — exposes problem · Problems
- [QBR value-realization claims aren't tied back to the success criteria captured at onboarding handoff](/Problems/QBR_value-realization_claims_aren't_tied_back_to_the_success_criteria_captured_at_onboarding_handoff) — exposes problem · Problems
- [exec attendance decays QBR-over-QBR with no signal linking no-shows to renewal risk](/Problems/exec_attendance_decays_QBR-over-QBR_with_no_signal_linking_no-shows_to_renewal_risk) — exposes problem · Problems
- [whitespace mapping can't see which business units already bought through a different contracting entity, double-pitching them](/Problems/whitespace_mapping_can't_see_which_business_units_already_bought_through_a_different_contracting_entity,_double-pitching_them) — exposes problem · Problems
- [usage telemetry attributes activity to seat logins, not to the economic buyer whose budget actually renews](/Problems/usage_telemetry_attributes_activity_to_seat_logins,_not_to_the_economic_buyer_whose_budget_actually_renews) — exposes problem · Problems
- [health scores weight every account equally, hiding strategic/logo-value accounts in the triage queue](/Problems/health_scores_weight_every_account_equally,_hiding_strategic%2Flogo-value_accounts_in_the_triage_queue) — exposes problem · Problems
- [multi-year ramp step-ups not aligned to the renewal event, so the booked uplift is recognized at the wrong period](/Problems/multi-year_ramp_step-ups_not_aligned_to_the_renewal_event,_so_the_booked_uplift_is_recognized_at_the_wrong_period) — exposes problem · Problems
- [auto-renewal clauses and opt-out notice windows buried in nonstandard contract paper, missed until the window closes](/Problems/auto-renewal_clauses_and_opt-out_notice_windows_buried_in_nonstandard_contract_paper,_missed_until_the_window_closes) — exposes problem · Problems
- [renewal forecast and expansion pipeline double-count the same account uplift with no reconciliation](/Problems/renewal_forecast_and_expansion_pipeline_double-count_the_same_account_uplift_with_no_reconciliation) — exposes problem · Problems
- [customer-health thresholds that should trigger a QBR aren't tied to the renewal timeline they must pre-empt](/Problems/customer-health_thresholds_that_should_trigger_a_QBR_aren't_tied_to_the_renewal_timeline_they_must_pre-empt) — exposes problem · Problems
- [renewal and churn risk signals scattered across CRM notes, usage data, and support tickets](/Problems/renewal_and_churn_risk_signals_scattered_across_CRM_notes,_usage_data,_and_support_tickets) — exposes problem · Problems
- [expansion opportunities surfaced by reps' intuition with no systematic whitespace mapping](/Problems/expansion_opportunities_surfaced_by_reps'_intuition_with_no_systematic_whitespace_mapping) — exposes problem · Problems
- [handoff from sales to CSM losing the original deal commitments and success criteria](/Problems/handoff_from_sales_to_CSM_losing_the_original_deal_commitments_and_success_criteria) — exposes problem · Problems
- [QBR decks rebuilt from scratch each quarter instead of generated from account health data](/Problems/QBR_decks_rebuilt_from_scratch_each_quarter_instead_of_generated_from_account_health_data) — exposes problem · Problems
- [Renewal Risk Blindness](/Problems/Renewal_Risk_Blindness) — exposes problem · Problems