Is AI coming for your job? In a well-run organization, no. But it is coming for your busywork. John and Fred break down what AI really means for account managers: why trust and relationships stay human, what AI does well (and where it falls flat), how it will turn your CRM into real institutional memory, and which weekly tasks you can hand off for the first 80%. They close by tying it all back to the Three Jobs of account management and explain why the people who learn AI now will be the hardest to replace.

Account Management: A Tactical Guide to Success is brought to you by Fuller Brown Consulting. You invested heavily in winning the client. We help you win what happens next. Learn more at fullerbrownconsulting.com.

Fred and John discuss how to deal with this issue conceptually:

1. Accept that this is part of the job

2. Find the root cause

3. Don’t make it personal

4. Be careful how you talk about them internally

5. Keep the issue as the issue

6. Reframe the conversation

7 . What if they are out of control or bullying?

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 leadership
  • Qualities to look for when hiring account managers
  • Creating confidence within the team
  • Balancing revenue andr relationship pressures
  • Operating cadence
  • And 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 Immediately
• Communicate on the period you specified, even if nothing changes
• Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage
• Internally align on messaging prior to later communications
• Things not to say
• Resolution message
• Subsequently, extra focus on building trust

• In this episode, Fred and John discuss Business Ethics specifically for Account Managers

  1. Most Common Scenario: Ethical Communication During Problems
  2. Quota vs. Client Best Interest
  3. Overselling vs. Honest Positioning or overselling the roadmap
  4. Discounts and Pricing Ethics
  5. Data and Confidentiality Responsibilities