Account Management Home Page (Draft)

Key Account Management activities. This is a draft but is only being published so that I can add How-To articles underneath.

Structured Routines

• How to make a list of people to call

• Playbook: How to manage at-risk clients

• Playbook: How to leverage referrals and review from successful clients

• What to do when a contract has become outdated

  • Shelter’s adoption count has grown / shrunk significantly

  • New features are needed

  • Subsidy status has ended

Cadence of these (by day)

• Customer Success work:

  • How to Renew Service Periods (Deals) Audit, Renew, and Update recurring Deals

  • At-risk

  • Celebrate

  • Attention to newly onboarded customers

• Escalations: dedicate a block of time to helping with complicated/complex tickets and if all are not in our court, jump in and help support clear any backlogs

• Jira Campaign work

Tasks & Campaigns

Key Tasks

• Making sure all Renewals are processed with updated info

• Making sure all Deals have flawless entry in the fields that matter

Account Management Specializations

• Account Executive

• ShelterBuddy Onboarding

• Adopets Onboarding

• Customer Success & Account Management for existing clients