Account Management Meetings
Account Management Meetings
Regular check-ins are scheduled every 1, 2, or 3 months depending on client preference. These are the backbone of the AM relationship. AMs have four different types of meetings:
Standard meeting agenda
- Check-in: staff changes, new priorities, how things are going
- Support system: review open tickets, highlight anything needing attention, note trends
- Opportunities and updates identified by AC
- Roadmap review
- Optional: KPI review (every 6 months); backlog review from audits
Post-meeting checklist
- [ ] Are meeting notes documented and saved in the right place?
- [ ] Have you sent the client a follow-up summary with key discussion points and agreed actions?
- [ ] Are action owners and deadlines clearly recorded?
- [ ] Have you updated the AM Master Sheet with any new information (priorities, stakeholder changes, risks)?
- [ ] Have you flagged any relevant updates to internal teams (PM, Support, New Work)?
- [ ] Have you updated the client's roadmap or opportunity pipeline if anything new came up?
- [ ] Is the client health status still accurate, or does it need updating?
- [ ] Has the next meeting been scheduled and confirmed?
Client-requested meetings
AMs should be available for impromptu calls to discuss new work or client questions. The AM invites relevant people (designers, developers) to support as needed.
Support-requested meetings
The Support team may ask the AM to facilitate a meeting related to a complex support situation — e.g. a ticket turning into a project, or a communication issue to resolve. The AM's role is to facilitate the conversation and scope next steps.
Project management-requested meetings
The AM is generally hands-off during project delivery, but is involved at the beginning and end of a project for kick-off, handover, and to facilitate retrospectives.
Account Management Community of Practice (COP)
The AMs will meet once every two months to discuss the health of the AM service and overall client relationships. This is led by the AM Lead.
Last updated: