As a B2B Account Manager, your main responsibilities will be to:
- Define a practical hybrid account‑management approach, combining high‑touch and scaled support.
- Develop customer segmentation (e.g. Tier A/B/C) based on complexity, risk, and technical needs.
- Recommend the size, roles, and structure of the account‑management team.
- Outline how account managers interact with technical specialists, operations, policy, and data teams.
- Create clear workflows for handling technical issues, release communications, change deployment, and customer readiness.
- Establish escalation routes and clarity around RACI (roles and responsibilities).
- Propose reporting and insight‑tracking mechanisms (customer health, error patterns, readiness indicators).
- Create practical templates such as customer engagement plans, change‑readiness checklists, issue‑triage scripts, and briefing packs.
- Recommend tooling or CRM‑light approaches suitable for supporting 500–1000 accounts.
- Provide a roadmap for phased rollout.
- Train internal staff and embed repeatable processes.
- Advise on metrics to track success and refine the model over time.