Client Account Manager turned Account Management Team Lead
When we started coaching, Sophie was managing 40 clients and planning to train a new account manager on her team. After? Sophie leveled up her skills, and became the team lead for the account management division of Pink Leopard.
Meet Sophie.
Senior Account Manager
Pink Leopold
Background
When we started the training, Sophie was managing 40 clients and planning to train a new account manager on her team.
Had Asana but not used across the team.
Fortnightly call with Ecomm clients: 20-30 calls every two weeks
Wanted to get on top of client communication and accounts. Felt a bit out of the loop with each client.
The Journey
Objective #1: Be your Clients go-to person
KEY RESULT: Build confidence in communication with clients to ensure they will lean on you for communication
TO DO’S:
Build templates, SOP, and FAQ for communication
Take lead on client communication
Delegate tasks and streamline internal communication
Objective #2: Onboarding Systems and Processes
KEY RESULT: Setting expectations with the client from the get-go, building a seamless onboarding process from start to finish
TO DO’S:
Set up Asana onboarding process
Build granularity and task management into the system
Lead the client communication step-by-step
Objective #3: Build a streamlined SOP
KEY RESULT: With gaining knowledge, it’s important to document so you can easily refer back to learnings.
TO DO’S:
Start SOP at the beginning of this training
Build out a Facebook knowledge base that you can refer to, with email templates, reporting metrics, and communication flows
Present it to the team for the value add
Over 3 months, we wanted Sophie to set processes and systems to be able to feel on top of managing so many clients. We wanted proactivity and confidence in the day-to-day, to build out granular task management systems and be able to onboard clients at scale.
On top of managing 40 clients, Sophie was responsible to onboard and train a new CAM to their team. With little processes in place, it was important to build processes using DOTs email templates, reporting systems, and onboarding checklists. When you’re onboarding new team members, there is a sense of urgency to get processes in place, to ensure you empower your team to get off on the right foot.
Onboarding would be a place of focus to ensure consistency across clients, and ensuring nothing fell through the cracks. Being a client-centric person, Sophie deeply cares about the success of her clients, and was feeling overwhelmed about communicating with the pure volume of people, and ensuring everyone was happy and successful.
The Result + CTA
Sophie leveled up her skills, and became the team lead for the account management division of Pink Leopard.
Sophie built confidence in systems and processes to be able to task delegate, and transition clients with ease using DOTs CAM Transition Guide.
Implemented an onboarding system into Asana, and was able to clearly define and breakdown tasks among the team for optimal success.
SOP should be an evergreen process. Systems were set in place to break down management and be able to manage processes across clients.
How helpful were the shared templates and docs on a scale of 1-10?
10, Super super helpful resources and something I’ll use time and time again!
Ready to learn how we can make your clients happier (and your job easier)? Email us to start the conversation.