Retention and Engagement Correlate with Product Adoption

Alex asks what Kristy observed about retention and expansion across client cohorts and commitment levels.

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Transcript

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Transcript

Episode notes

Kristy Devantier, the Managing Director at TaleWind Digital (formerly WorkerBee.TV), joins Alex Raymond for a conversation about what really changes when account managers have the right structure and clarity in their role. How do you move beyond check-the-box QBRs and start having client conversations that actually lead to growth? How do you build a team that isn’t just managing projects but actively deepening relationships and uncovering opportunities? Kristy walks through the shifts she made, from renaming and reshaping QBRs to introducing account plans and segmenting clients more intentionally, all grounded in what she learned through AMplify.

Kristy also gets honest about the challenges of running a team that’s stretched across project delivery, customer success, and strategic growth. You’ll hear how she’s advocating for her team internally, using leadership buy-in and visibility to carve out more space for what really matters.

Join Alex and Kristy’s conversation to learn how to navigate the realities of account management and try to do it with more purpose and impact.

Episode Breakdown:

00:00 Introduction

03:18 Kristy’s Journey into Account Management

05:49 How QBRs Evolved into Strategic Review Meetings

07:07 Shifting the Focus to Client Needs and Deeper Questions

10:43 The Impact of Improved QBRs on Client Relationships

11:42 Unlocking Expansion Through Strategic Conversations

13:42 How Client Segmentation Improved Team Focus

20:03 Balancing Project-Based and Recurring Clients

24:51 Navigating the Account Manager vs. Project Manager Debate

26:46 Tackling Burnout and Resourcing Challenges