Account Management Secrets

Most account managers talk about value but Robert Sproule shows you how to prove it in fifteen minutes flat. Alex Raymond sits down with Robert, the VP of Account Management at SafetyChain, to discuss what it really looks like to show measurable impact in industries where the stakes are high and the paperwork never ends.    Robert explains how his team uses short, focused executive results reviews to help clients surface clear ROI and make stronger business cases with their leadership. He talks about how AI is helping his team cut back on busywork, sharpen their account planning, and stay ahead of renewal conversations without losing sight of the bigger picture.    Where are your clients seeing real outcomes? Are they able to explain why your product matters or have they started to forget? Alex and Robert’s conversation will give you a smarter way to keep your accounts growing and your partnerships strong.   Episode Breakdown: 00:00 Introduction 01:19 The High-Stakes World of Food Safety 05:01 Who Uses Safety Chain and Why It Matters 07:29 Robert’s Account Management Philosophy 10:16 Proving ROI Through Executive Results Reviews 15:01 Using AI to Support Account Planning and Renewals 21:01 Leveraging the Amplify Community 30:01 Identifying White Space and Driving Expansion 34:01 The Value of Consolidation and TCO Strategy 35:22 Clarifying the Roles of Customer Success and Account Management   Links Connect with Robert Sproule: LinkedIn: https://www.linkedin.com/in/robert-sproule-b02b783/ Website: https://safetychain.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

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

Most account managers are stuck chasing satisfaction when they should be driving change.   Alex Raymond is joined by Brent Adamson, the co-founder of A to B Insight and Qoos and the author of “The Challenger Sale,” for a discussion that challenges the way most teams think about account growth. If happy customers aren’t growing their accounts, what’s missing? And what does it actually take to move from retention to expansion?   Brent shares research that calls out a common trap: overdelivering on service without helping clients rethink their business. He introduces the idea of customer improvement: the account manager’s job isn’t to keep things running smoothly, but to show customers what’s possible when they shift their approach.   Alex and Brent also get into the confusion between customer success and account management, the pressure to grow accounts without losing them, and why confidence, specifically the client’s confidence in their own decisions, matters more than loyalty or trust.   If you’re leading key accounts or coaching teams who do, Alex and Brent’s discussion will change the way you think about long-term growth.   Episode Breakdown: 00:00 The Evolution of Account Management and Customer Success 02:52 Understanding the Roles: Retention vs. Expansion 11:11 The Importance of Customer Improvement 21:48 Driving Growth Through Insights 23:19 Navigating Account Management Challenges 26:36 Understanding Customer Improvement 29:27 Identifying Unique Strengths 32:16 The Importance of Customer Confidence 35:54 Introducing the Frame-Making Sale 46:30 Empowering Customers for Growth   Links Connect with Brent Adamson: LinkedIn: https://www.linkedin.com/in/brentadamson/ Website: https://www.brentadamson.net/ Website: https://qoos.ai/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

Asking one bold question turned a $50K client into a $10M account and reshaped how account managers think about trust, strategy and growth.   Account management leader Joanna Hagelberger joins Alex Raymond to talk about what account management looks like when it’s done right, from building the function from scratch at high-growth InsurTech companies to leading with curiosity instead of a script. What happens when you stop asking surface-level questions and start inviting your clients to think bigger? Joanna shares how one conversation sparked a 200x expansion and why most account managers don’t realize they have permission to ask the hard questions.   This episode also gets into the realities of scaling an account management team, how to avoid segmentation mistakes, and why internal alignment matters just as much as client relationships. What do you do when your executive team has no idea what’s happening with your top accounts? How do you keep account managers from working in silos? Joanna brings clear, grounded answers from the field, along with a mindset shift that every account manager needs to hear.   Episode Breakdown: 00:00 Intro and Meet Joanna Hagelberger 02:04 Building Account Management from Scratch 06:57 Customer Support vs. Customer Success vs. Account Management 09:27 No Surprises: The Role of Internal Account Reviews 15:52 The Five-Year Question That Led to 200x Growth 20:17 Curiosity as a Core Account Management Skill 26:28 Taking Ownership and Leading Accounts 31:12 Segmenting Accounts the Smart Way 36:28 How to Think About Portfolio Size 40:04 Becoming a Strategic Account Manager 41:35 Why Finance and Product Should Be Your Best Friends   Links Connect with Joanna Hagelberger: LinkedIn: https://www.linkedin.com/in/joanna-hagelberger/   Connect with Alex Raymond: LinkedIn: https://www.linkedin.com/in/afraymond/ Website: https://amplifyam.com/ Podcast production and show notes provided by HiveCast.fm

Guy Rubin, Founder and CEO of Ebsta, dives into the transformative role of existing customers in driving revenue. He highlights that over half of new revenue comes from current clients, urging a shift in sales strategy toward relationship management. Guy emphasizes the importance of C-suite engagement during quarterly business reviews, noting those connections lead to better upselling opportunities. He also discusses the concept of engagement scoring to track relationship momentum and the growing disparity between top-performing and average account teams.

Carly Agar, Founder and CEO of Carly Agar Training, offers expert guidance for account managers navigating today's competitive job market. She emphasizes the importance of intentional job applications over spray-and-pray strategies. Carly discusses how to impress hiring managers by owning your book of business and building internal champions. The conversation touches on leveraging AI for career advancement and the critical need for relationship-building and mentorship in professional development. Tune in for actionable insights!