Success Indicators for Account Managers
This section sets out how success is defined in Account Management. It is intended as a practical self-assessment tool: a way to reflect on what is working, spot gaps early, and have grounded conversations about performance and support.
Clients feel known, heard, and supported
Clients experience the AM as a consistent, trusted presence who understands their goals and context.
Signals
- Clients rarely repeat the same concern across multiple touchpoints
- Client strategic priorities and key stakeholders are documented and kept current
- Clients proactively share upcoming plans and changes with the AM What this measures: The AM’s ability to build contextual knowledge for each client and use it to make them feel supported.
Client relationships are healthy and stable
Accounts are retained and the AM has a clear sense of health and risk level of each relationship.
Signals
- A client health status is maintained and reviewed for each account at least quarterly
- Early warning signs (dissatisfaction, disengagement, missed contacts) are surfaced before they become issues
- Clients with regular AM engagement are not lost What this measures: The AM’s ability to read relationship health accurately and act on early signals.
Communication is timely and well routed
Clients receive responses quickly. Requests are acknowledged and reach the right person without slipping through the gaps.
Signals
- Average response time to client communications is under one day
- Client requests are acknowledged and routed without the client needing to chase
- Internal teams are kept informed of client feedback and upcoming needs What this measures: The AM’s ability to communicate and make sure nothing falls in the gaps between a client’s expectations and internal capacity.
Meetings are purposely followed up
AM meets help move things forward, surface opportunities and risks, and leave the client feeling informed and confident.
Signals
- Every standard meeting follows an agenda and produces documented notes or actions
- Follow-ups from meetings are actioned within an agreed timeframe
- Meeting cadence is maintained at the agreed frequency for each client. What this measures: The AM’s ability to structure client time well.
Handovers between teams are smooth
Clients don't experience discontinuity when moving between New Work, Project Delivery, and support. The AM provides the thread of continuity.
Signals
- AM is briefed ahead of project kick-offs and retros
- Backlog items from completed projects are reviewed with clients within one AM meeting cycle What this measures: The AM’s effectiveness as the connector between internal teams, making sure the client has a consistent point of continuity even as the people working with them may change.
New work opportunities are identified and progressed
The AM spots and creates opportunities to grow accounts in ways that serve clients and AC.
Signals
- At least 4-6 new project opportunities per year are progressed from AM relationships
- Roadmap conversations happen with strategic accounts at least annually
- Upsell recommendations are documented and align with client goals What this measures: The AM’s ability to support the development of new work and client needs.
Account health is visible to the wider team
The AM spots and creates opportunitiesThe AM does not hold client knowledge in their head. Account status, risks, and opportunities are documented and accessible.
Signals
- AM documentation (strategy, roadmap, history) is kept current
- Risks and escalations are surfaced to the team before they become urgent What this measures: The AM’s ability to build a strong account structure that can function while the AM is away.
The AM’s workload is sustainable
The AM managed their own capacity across accounts in a way that is sustainable over time.
Signals
- Workload is reviewed regularly with AM COP, with capacity issues raised proactively
- The AM is not consistently overextended without flagging it What this measures: The AM’s ability to sustain good relationship management over time.
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