I need to create an Account Management training program for my agency. What topics should I cover? What do you most want training on? We may create different versions for different levels.

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How to manage to the scope.
How to not throw your team under the bus.
How to apologize when appropriate.
How to think proactively on their business instead of just taking orders. See the bigger opportunities.

Just recap Robert Solomon's Art of Client Service. Lol.

likehelpful

#1 & #2!!!! on the flip side, how to create realistic SOWs...

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Yes all of this client management is important, but a module on efficient teams and how to lead internal teams will be crucial. Account is always judged by client and internal. I’ve rarely worked with people who are good at both. The ones that are are invaluable.

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for juniors, how to manage multiple demanding projects & timelines with hard deadlines cause you usually can’t say no at that position

likeupliftingsmart

Would you teach me how? pls thx

How to be firm but friendly with clients. I’ve been told I’m a little harsh 🥴

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Also how to sell.

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This was the best training I went to as a junior. And how an agency makes money. The more you understand, the more you realize you’re accountable for growth.

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Most important, common sense.

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Two things that I wished I was taught on my first day are how to ask the right questions (it’s not as easy as it sounds!) and knowing when to escalate. If someone can learn those right away I think they’re set up for success no matter what.

likesmart

Deal tool!!!

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How to keep creative on brief, but allow for creatives to take risks and present unexpected ideas to the client.

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How to create a project plan?
How to kickoff a project?
How to create timelines showcasing dependencies, inputs and outcomes?
How to work with difficult clients?
How to manage teams?

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A few suggestions to pepper in:
- Key differences between Client Services and Project Management (if it exists at your agency) + expectations for each role. This builds on the point about being a great CS leader internally.
- A reminder about developing Career Growth plans and/or regular 1:1s. Depending on the type of people on your team, this can go a long way.
- A reminder that working with/adjusting to different personality types and work styles apply to the CS team as well.
- Learning how to manage up was one of the most valuable things I was taught. I was lucky to have mostly amazing managers - and it helped me realize when a bad one was causing me to perform poorly.

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likehelpful

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