From Good to Great: Elevating Your Account Management Game
How to Go from Good to Great in Account Management: A Gold Standard Approach
📣 Cue the confetti! This week on The Happy Clients Podcast, we’re diving into what it takes to level up your account management game and become an indispensable part of your agency team. Joining us is Jillian, a senior department manager at DOT & Company, whose four-plus years of account management experience have helped shape what DOT calls the Gold Standard for client care.
In this episode, Jillian reveals the not-so-secret sauce to being a stellar account manager: it’s all about consistency and reliability. These two qualities, she explains, are the foundation of client trust and long-term success. From the importance of quick responses (no fluff, just action!) to staying persistent when clients go radio silent, Jillian shares how to be the steady, go-to person that clients and teams can always count on.
She also dives into the balance between soft and hard skills. Spoiler alert: the best account managers aren’t necessarily SEO pros or ad platform wizards—they’re the ones with calm, solution-focused energy who know how to figure it out. Jillian calls this "DOT vibes"—a mix of confidence, adaptability, and the ability to keep things moving, even when the going gets tough.
🎯 Key takeaways for agency pros:
Nail consistency and reliability: Be the person who always shows up, even with a simple "Got it, working on it!" response.
Adopt the 80% rule: Perfection is overrated. Scrappy problem-solving trumps perfectionism any day.
Learn and adapt: Stay teachable and take bits of inspiration from industry pros, LinkedIn thought leaders and your own experiences.
And if you’re curious about DOT’s Gold Standard methodologies, stay tuned for a future episode where we’ll break it all down step by step.
Whether you’re fresh out of university or a decade deep in the account management game, Jillian’s insights are your roadmap to becoming an invaluable part of your agency.
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Love what you’re hearing? Don’t forget to subscribe and share this episode with your team. Let’s keep raising the bar on client happiness!