Account Management vs. Client Partnership
Some personal thoughts on some pretty significant changes in my role at Struck.
Struck recently shifted things around a bit. We honed in on what our teams actually do, how we can grow business for our clients and the agency, and how we can better understand our clients and their customers. One of these changes was in vernacular and spirit from a traditional “Account Management” team to a “Client Partnership” team. But what does this even mean?
Let’s break it down.
Account — a record of debt and credits, a formal business arrangement providing for regular dealings
Management — the conducting or supervising of something, the collective body of those who manage or direct an enterprise
Client — one that is under the protection of another, a person who engages the professional advice or services of another
Partner — one that shares, one associated with another especially in an action, either of two persons who dance together, one of the heavy timbers that strengthen a ship’s deck to support a mast — usually used in plural
So Why are We Client Partners at Struck?
The Account Management team, by definition, was focused on a formal business arrangement (along with a record of debts and credits). We supervised and directed the happenings on our accounts.
The Client Partner team seeks to build trusting relationships in order to protect and advise both our clients and our coworkers. We take action to seek out growth opportunities and to share learnings with each other. We provide support and strength to our clients, our teams, the work, and the business. And at the end of the day, we aren’t afraid to get vulnerable and dance together either.
Which one would you rather be on?
Change can be messy, confusing, uncomfortable and hard to navigate. I spent 12 years of my career being on “Account Management” teams. What did this mean for me? As someone that prided myself on being able to cross every item off my to-do list daily and recite all of my clients due dates, I was nervous. Was I going to be looked at as dropping the ball since I was no longer in the weeds on the day-to-day of every single little deliverable and spec? As it turns out, my initial place of discomfort has been a place of growth and opportunity.
I have a newfound time in my day where I am free to think. My brain is no longer exhausted by trying to remember every minor detail of every project with every client. I have an even better relationship with my Producers and lean on them to carry these details. I am able to truly focus with a growth mindset. I can concentrate on a higher purpose and long-term goals for my clients, the agency and myself. I have the time to keep up on trends in our business and the businesses of my clients. I am able to be more proactive in seeking out opportunities and ways to add value.
When I was treading water my days were spent focusing on the gasping for the next breath. Now I’m able to swim into the horizon. Sure, there are days where I get bogged down with the details but I’m able to think a lot more about the future — and the future is exciting.
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