Account Management Secrets

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 27:33 Gaining Executive Buy-In Through Strategic Reviews 35:14 What’s Next for Account Management at WorkerBee.TV 36:46 Kristy’s Advice for New Account Managers   Links Connect with Kristy Devantier: LinkedIn: https://www.linkedin.com/in/kristy-devantier-839b2934 Website: http://www.workerbee.tv/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

Join Craig Rosenberg, Chief Platform Officer at Scale Venture Partners, as he sheds light on the often overlooked importance of post-sale processes in B2B. With decades of experience, he argues that account managers excel at delivering customer value yet lack the resources they need. The chat dives into the leadership challenges within post-sales teams, the rise of AI in account management, and innovative approaches like the Amplify 10X Growth System. This engaging discussion challenges conventional revenue structures and highlights the need for a holistic focus on customer retention.

Chad Horenfeldt, VP of Customer Success at Siena AI and author of ‘The Strategic Customer Success Manager,’ shares insights from over 20 years in account management. He discusses the detrimental ‘people pleaser trap,’ where the desire to be liked undermines effectiveness. Chad identifies four identity traps—firefighter, entertainer, fixer, and waiter—that hinder proactive relationships. He emphasizes the importance of curiosity and frameworks like motivational interviewing to enhance trust and client engagement, ultimately transforming how account managers navigate their roles.

Too many account managers are stuck in reactive mode—waiting on problems, answering tickets, and playing support—while the real opportunity sits untapped: driving strategic growth.   In this episode, Alex Raymond is joined by author and sales strategist Anthony Iannarino to unpack what’s broken in post-sales and what needs to change. Their conversation challenges the status quo of account management and lays out a new path, one where AMs act less like order takers and more like strategic guides who know how to lead.   Anthony introduces the concept of being “one-up”, bringing enough experience and insight to teach clients how to make better decisions. He explains why the age of AI will punish passivity and reward value creation, and why account managers who stay stuck in the admin zone are putting themselves at risk.   Whether you're managing a $10M portfolio or just trying to prove your value internally, this episode will push you to rethink how you show up. Because in 2025, the winning account managers won’t be the ones who play it safe, they’ll be the ones who lead.   Episode Breakdown: 00:00 Introduction 01:30 Why Post-Sales Is Broken 05:14 AI Will Punish Passive Account Managers 08:05 What It Means to Be “One-Up” 09:20 Raising the Floor for Real Growth 11:22 What Creating Value Actually Looks Like 15:23 Why Relationships Still Drive Revenue 20:18 The AI Impact on Account Management Teams 22:29 The Missed Opportunity in Post-Sales Investment 27:23 How Sales and Buying Committees Have Changed 33:23 Final Advice: Elevate or Get Replaced   Links Connect with Anthony Iannarino: LinkedIn: https://www.linkedin.com/in/iannarino/ Website: https://www.thesalesblog.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

Robert Sproule, VP of Account Management at SafetyChain, is an expert in showcasing measurable impact in regulated industries. In this engaging discussion, he reveals how quick executive results reviews can effectively prove ROI in just fifteen minutes. Robert shares insights on leveraging AI to minimize busywork and enhance account planning, while also highlighting the importance of building strong client relationships. Discover strategies for navigating the high-stakes world of food safety and driving revenue by keeping a laser focus on your clients' outcomes.

Account managers may be missing out on enormous growth potential by merely focusing on retention. The discussion emphasizes the A10X Growth System, which encourages tackling bigger client problems and cultivating radical curiosity. Participants are urged to adopt an ownership mindset, reframe their relationships with clients, and remove low-value tasks. This approach shifts the focus from transactional interactions to meaningful partnerships, paving the way for substantial revenue increases and deeper connections.

Adrian Davis, President and CEO of Whetstone Inc. and author, discusses how account managers can transform their role from sellers to guides in their clients' stories. He emphasizes the power of storytelling, urging managers to identify clients' deeper aspirations and underlying threats beyond mere competitors. Davis explores the challenges of the status quo and the importance of asking insightful questions to uncover true urgency. His insights provide a framework for improving client relationships and deeper engagement through strategic narrative.

Brad Englert, a former Accenture partner and CIO at the University of Texas, shares his insights on the critical skill of influence in account management. He highlights how building trust with executives is essential, especially for those early in their careers. Brad discusses making impactful Quarterly Business Reviews and emphasizes the importance of genuine client relationships over transactional ones. Listeners learn strategies for navigating power dynamics, engaging skeptics, and turning detractors into advocates, fostering deeper connections for successful renewals.

Todd O'Donnell, who transitioned from tech sales at IBM and Oracle to lead one of Canada’s top insurance agencies, shares invaluable insights. He emphasizes treating account management like a business, focusing on building referral-driven relationships. Todd discusses the importance of trust in hiring, using Sandler sales training for effective communication, and developing a supportive coaching culture. Learn how he creates a unique client experience and fosters team growth without micromanagement, proving that accountability and consistency drive success.

Account managers who lead with business acumen, creative insight and clear boundaries are the ones who drive real growth.   What happens when agencies start questioning whether account management still matters? Jess Manganelli has seen it firsthand, and she’s got strong opinions. As the founder of Betts & Betz, she works with creative agencies to build high-performing account teams that don’t just keep the trains running but move the business forward.   Jess and Alex discuss why some agencies are scaling back on account roles, and why that decision often backfires. They talk about what the job really demands: a deep understanding of how both the client and the agency make money, the confidence to lead from wherever you sit, and the willingness to have hard conversations instead of dodging them.   Where do most account managers get stuck? Jess points to a lack of business fluency and a fear of pushing back. She offers ways to shift that, starting with how to frame a tough conversation without sounding defensive or deferential.   If you’ve ever felt like your job description misses the point, or wondered how to grow into a more strategic role, Jess and Alex’s conversation will resonate.   Episode Breakdown: 00:00 The Real Value of Account Management 02:26 Is Account Management Dead? 06:05 What Agencies Actually Need from Account Managers 08:23 Why Business Acumen Matters 12:27 Balancing Client Goals with Agency Health 20:00 How to Handle Tough Client Conversations 27:39 Curiosity as a Strategic Skill 31:30 Traits That Set Great Account Managers Apart 33:53 Removing Hurdles to Great Work 37:13 Fixing the Sales-to-Account Handoff 43:00 The Tucker Inner Concept   Links Connect with Jess Manganelli: LinkedIn: https://www.linkedin.com/in/jessmanganelli/ Website: https://www.bettsandbetz.com/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm