Account Management Secrets

Lisa Honaker, VP of Account Management with a rich background at Highspot and FedEx, shares invaluable strategies for risk management. She discusses how many account managers misinterpret early signals of risk and emphasizes the importance of multi-threading to safeguard relationships. Lisa introduces her innovative three-wide, three-deep model for building a robust contact network. Additionally, she explores the role of AI in enhancing account research while maintaining essential human judgment. Tune in for insights that can boost revenue and customer loyalty!

In this discussion, Jennifer Pinter, an operator and advisor specializing in account management and customer success, shares her insights on the critical importance of net revenue retention (NRR) in today’s market. She explains how the slowdown in new-logo acquisition exposes retention weaknesses and emphasizes the need for account management playbooks. Jennifer also highlights the significance of aligning internal operations, tracking customer value, and fostering cross-functional partnerships to improve NRR and drive sustainable growth.

Eddie Reynolds, CEO of Union Square Consulting and host of GTM Science, dives into the hidden issues behind stalled growth. He reveals that revenue problems often stem from poor processes and emphasizes the crucial role of customer success teams in profitability. Eddie outlines actionable frameworks like the GTM Ops Decision Tree to prioritize fixes and argues for better resource allocation to account management. He calls for a unified revenue leadership to align sales and retention efforts, ensuring sustainable business success.

Mallory Lee, VP of Revenue Operations at PhoneBurner, shares her expertise on simplifying systems for better growth. She discusses the decision to switch from Salesforce to HubSpot, unlocking faster growth and cleaner data. Mallory's SEC framework—Simple, Effective, Confident—guides her strategies for unifying sales and account management. The conversation highlights the importance of treating post-sales with the same urgency as new business, and explores how AI can streamline RevOps, enhancing efficiency and accuracy in data.

Ultra accounts demand a no-deck QBR playbook built on senior trust, steakhouse conversations, and concrete commitments.   Carl Lenocker, Senior Customer Success Executive at Splunk (now Cisco), joins Alex Raymond to talk about managing $10M+ enterprise accounts through clarity, preparation, and authentic relationship-building. He shares how the best account managers operate more like entrepreneurs than employees, balancing business rigor with genuine human connection, and why “promises made, promises kept” is the mindset that sustains both growth and wellbeing. His approach to executive simplicity proves that true expertise means knowing what to say, when to say it, and when to stop talking.   They explore why most QBRs fail before they begin and how to turn them into focused conversations that deliver real outcomes. Carl explains his “steak dinner strategy,” a practical method for earning trust and uncovering critical insights over a meal instead of a slide deck. For anyone serious about entrepreneurship, business success, and personal wellbeing, this episode is a reminder that confident simplicity always wins in the room where decisions are made.   Episode Breakdown: 00:00 Managing Ultra Accounts: The Realities of Enterprise Account Management 01:18 What Defines an Ultra Account and Why It Matters 07:14 Inside Splunk’s Lean Model for High-Value Customers 10:28 Balancing Revenue Growth and Retention 12:25 Leading Business Conversations That Earn Executive Trust 17:36 Rethinking QBRs: From Presentation to Facilitation 31:06 The Art of Relationship Building and Executive Access 34:01 Mastering the Steak Dinner Strategy 39:58 Year-End Playbook for Account Managers Connect with Carl Lenocker: Connect with Carl on LinkedIn   Connect with Alex Raymond: Visit the AMplify website Connect with Alex on LinkedIn Podcast production and show notes provided by HiveCast.fm

Amanda Edington, VP of Account Management at Payscale, transforms her team's approach to growth by prioritizing client service. She reveals how shifting the mindset from chasing new customers to nurturing existing relationships fosters retention and drives expansion. Through coaching and curiosity, account managers can uncover true client needs. Amanda emphasizes the importance of asking, 'How can we be a better partner for you?' to enhance partnerships and prevent churn. Discover how genuine value delivery translates into customer elation and long-term success.

Shep Hyken, a customer experience expert and New York Times bestselling author, discusses the critical differences between customer satisfaction and loyalty. He reveals that 'satisfied' customers can still leave, urging account managers to build genuine partnerships through consistent communication and effective problem resolution. Shep emphasizes that B2B clients now expect B2C-level experiences, offering a six-step playbook to enhance loyalty. He also highlights the importance of adopting a customer-focused culture and mastering service recovery to foster long-term retention.

Anthony DeShazor, founder of Protia Revenue Systems and former head of customer success at Givelify, discusses the shift from contracts to value in account management. He emphasizes how removing auto-renewals fosters urgency and leads to stronger customer relations. Anthony articulates the importance of focusing on customer purpose rather than just performance metrics, resulting in increased loyalty and consistent donor growth. He shares innovative approaches to ongoing value communication and structuring impactful Executive Business Reviews to enhance customer engagement and retention.

Join Frank Cespedes, a Senior Lecturer at Harvard Business School and author of "Sales Management That Works," as he shares insights on account management's critical role in business today. He discusses how higher interest rates are reshaping buying behavior and underscores the need for financial literacy in account managers. Cespedes critiques common account strategies and emphasizes the importance of meaningful client connections and data-driven planning. He argues that true account management is about protecting overall company wellbeing, not just retaining customers.

Bill Senese, Senior Strategic Adoption Manager at Amazon Business and author of 'The Book on That: B2B Account Management', shares invaluable insights on the essence of true partnership in account management. He emphasizes skills like active listening and curiosity, which help uncover unspoken client needs. Bill also discusses the importance of creativity in problem-solving and the distinction between follow-up and genuine follow-through. With tips on transforming meetings into real conversations, he urges managers to earn trust beyond mere signatures.