The account team works together to drive value, success, and growth for a customer.
An Enterprise account team is comprised of the following people:
A Mid-Market account team is comprised of the following people:
In Mid-Market, Solutions Architects are pooled so they are not aligned with specific account teams.
The account team should meet in order to drive strategic growth towards accounts. Some reasons to meet with a customer account team:
As a recommendation to make the most efficient use of everyone’s time, these calls should not happen more than once a week, unless there is a specific and urgent need. There is no requirement to have recurring account team calls, but different regions and segments may approach account team alignments and engagement differently. For clarity on specific regions' or segments' approaches, reach out to the corresponding CSM Manager(s).
Account teams may choose to include the Sales Development Representative (SDR) in their account meetings for any targeted growth or wider account expansion.
The Area Sales Manager (ASM) and CSM Manager should also be meeting regularly (bi-weekly or monthly) to ensure cross functional alignment.
The CSM Manager is the DRI for the meeting, and topics to be covered at a management level include:
The SA owns all pre-sales technical relationships and activities. The SA coordinates conversations related to product, sales, business, and technical initiatives prior to the sale. CSM involvement during pre-sales models the expectations for the customer relationship after the sale, but should be limited to only after we achieve a technical win. CSM involvement should supplement, not displace, SA pre-sales ownership of the account.
When an account moves from pre-sales to post-sales, it is handed off from the Account Executive/Solutions Architect to the Customer Success Manager.
The CSM takes primary responsibility for the account once a customer becomes CSM-qualifying and focuses on ensuring customer success and driving adoption. SAs can be reintroduced in the following situations: