Account Management Secrets Tools & Processes for Account Management and Client Success Teams | EP52
Aug 29, 2025
Jennifer Pinter, an expert in account management software, shares her insights on optimizing tech for AM and client success teams. She emphasizes the importance of defining roles before purchasing tools and highlights common pitfalls like skipping essential practices. With a focus on gradual adoption, Jennifer discusses how to engage leadership and avoid data silos. Key advice includes tailoring software to actual needs and making sure tools truly support account managers for effective, long-term use.
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Start With Role Clarity
- Start any tooling project with clear role clarity and documented jobs-to-be-done for AM/CS teams.
- Evaluate technology only after you map activities that actually drive customer value and retention.
Software Can't Replace Missing Practices
- Buying software to fix business problems without diagnosing root causes usually fails.
- Software helps, but it won't replace missing practices like QBRs or account planning.
Failures Are Often Organizational
- Most tech pilot failures trace back to organizational design, not the software itself.
- Governance, team structure, and clear outcomes matter more than vendor features.