Account Management Makeover

Guided redesign of account management team which included a full needs assessment and gap analysis of current state production, process, performance and structure. Conducted a competitive analysis, identified service benchmarks, defined optimal portfolio ratios to capacity, researched industry trends and conducted customer feedback sessions. Then rebuilt the entire team and their approach to relationship management. Designed new structure, roles, books of business, and sales and service approach. Implemented Salesforce to track performance and guide data-driven decisions. Led the entire transformation including talent assessment, hiring, new compensation and incentive programs, training, development and succession planning.

Results

• Client loyalty increased by 19%
• Client retention increased by 52%
• Sales increased by 41%
• Employee engagement up 12 points
• Employee retention increased 33%