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Back in April, we announced some big changes as to how the Account Management team would be working going forward. We made the decision that rather than having one dedicated Account Manager, our customers would benefit from a dedicated team of Account Managers which would provide you with a better all-round experience. With that in mind we’ve split out into two teams; Team Eagle and Team Highlander, with more to follow.
Why the change? Good question! Allow us to explain.
On an operational and team level, we had undergone a period of self-reflection and explored ways in which we could work smarter and more efficiently. The goal for us was to offer an even better and an increased level of service to you, our valued customers. We concluded that creating different teams with very specific roles would help us to achieve this.
Within each team the Account Managers will be solely focussed on three rotating roles; Growth, Training/Consulting, and Customer Success. This new approach allows us to clearly define your requests and allocate more resources to support you in achieving your goals.
Let’s take some time to look at each role and what it means for you as a customer!
This role may be a newer concept for some customers. We want to discuss your aims/objectives/targets over the next 3-12 months, which could be anything from setting up a web integration to allow you to take online bookings, to engaging more with students who previously attended one of your courses. Essentially, Growth calls are high-level discussions about your business. In this role, we will have regularly scheduled calls with you to discuss your business. We want to have conversations with you which allow us to understand and delve deeper into your business needs, how we can help you fulfil these, and assist your business in becoming more successful.
We’ll create a list of actionable items for both parties, set deadlines, and come time for our next Growth call we’ll be able to hold each other accountable for any items which may have ‘slipped’ and not gotten the attention required. In addition to this, we will discuss term agreements where we’ll review your user and learner numbers from the past year and assess options moving forward. We’ll be creating Quarterly Business Reviews consisting of the aims/objectives/targets we’ve discussed, and a range of business statistics on how you’re using Administrate.
Please note that a Growth call isn’t an opportunity to talk about tickets you may have submitted or how to use a certain piece of functionality on the system, as these enquiries will be dealt with in our other roles – Customer Success and Training/Consult.
This role is a little bit more self-explanatory and covers two areas:
We can talk over potential workflows, for example, perhaps your Sales Opportunities workflow just isn’t working for you but you’re unsure as to what steps to take next, or what sort of workflow would work best for your business. That’s where we come in, as we’ll happily discuss your requirements and come up with the best solution for you. We’re here to ensure that your knowledge of Administrate functionality is second to none!
This role is the main point of contact for the team, as the Account Manager who is on Customer Success manages our team inbox and deals with all inbound customer enquiries. They’re also responsible for scheduling Growth calls and spotting opportunities for setting up and arranging Training/Consult calls (don’t worry, you’ll still be able to communicate with the Account Manager who has been working with you in the Growth/Training roles), and checking in on customers who are in Implementation. In addition to the customer-facing side of the role, there are several internal tasks that they must undertake such as team reports, creating tasks for the Growth and Training/Consult roles, following up on any action items, and liaising with other Administrate teams such as Product or Support.
The Customer Success role is demanding and requires the Account Manager to switch readily between tasks quickly and efficiently to ensure the team runs smoothly and to ensure that our customers have a great experience every time we’re in contact. This role is a prime example of us eating our own dog food, as the Customer Success role schedules and manages all the team’s tasks within Administrate.
In dividing the Account Management position into three distinct roles, we’re able to dedicate more resources to you, you’ll experience increased value as there’s a whole team at your disposal, spread over three continents, with each of the Account Managers bringing a variety of skills to the table which benefit you, and there is more focus and drive as the team has more time to dedicate to specific requests/projects.
At the heart of each role is the desire to help your business grow and succeed with the help of Administrate’s functionality.
We understand and appreciate that these recent adjustments may take a bit of getting used to, and we’re not going to lie, at times we’ve found the changes challenging, but despite experiencing some bumps in the road we’ve found our groove and I’m confident that you’ll be able to see and achieve immense value due to the distribution of responsibilities within these roles.
Some customers are already reaping the benefits, so why not get in touch and we can answer any questions you may have?
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