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I don’t let Account speak for me. In fact, I don’t ever let them think they have the right to speak to anything PM on our Clients.
You’re the PM; you own the conversation about timing, schedules, risks, etc. You bring a level of credibility to the conversation that Account people do not.
Find your voice and own those conversations.
I’ve found it depends on the agency and even more so on the project type. Typically with digital work (web development, apps, anything more complex technically speaking) the Digital Project Manager will be involved and even lead discussion around projects. The account team usually does not have the technical knowledge necessary when explanations are needed or the conversation goes off script, as it is not their job hence why there are DPMs.
It is for sure a tug of war and you are not alone. It helps to educate on the importance of having the PM aka the owner of the project in client conversations. Providing rationale such as being able to answer questions, giving additional detail around milestones or deliverables, discussing alternative scenarios, etc all on the spot and not having to say “we will follow up” makes everyone look better in the eyes of the client. It is also beneficial for the PM to be present to listen what the client is saying first hand and eliminate any potential confusion and time spent going back and forth. It is also important to stress that the PM is not looking to take over the account teams responsibilities, but rather aid in the success of the project. Account teams manage the entire client whereas the PM manages the specific project.
Hope that helps!
It’s different at every agency. Personally, I’m more client facing than account.
You should both be able to speak to it.
Thank you for the insights everyone! Much appreciated! Have a great Tuesday!