Account Management Secrets

De: Alex Raymond
  • Resumen

  • Account Management Secrets is the podcast designed specifically for the unsung heroes of the business world—Account Managers. Every week, we share insights, strategies, and tools that will help you excel in your role and drive success within your organization. As someone responsible for over 70% of your company’s revenue, the stakes are high, but the resources and training available to you are often limited. This podcast is here to change that. Hosted by Alex Raymond, a leader in the field who has worked with thousands of Account Managers to improve their results, Account Management Secrets equips you with the knowledge and practical strategies you need to master the art and science of account management. Whether it’s navigating complex client relationships, preparing for critical Quarterly Business Reviews, or unlocking growth opportunities with your existing customers, each episode provides actionable advice you can apply immediately. Account Management Secrets is brought to you by AMplify, the elite community dedicated to helping Account Managers boost their careers, build their skills, and expand their networks. Join us at https://amplifyam.com and start your journey towards account management excellence.
    Copyright 2024 AMplify LLC. All rights reserved.
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Episodios
  • Episode 28: RevOps in Action: Driving Retention and Growth
    Mar 14 2025

    RevOps is more than a back-office function. It is a game-changer for sales operations, account management, and long-term revenue growth.

    Alex Raymond sits down with Katherine Nino, the head of global revenue operations at Makosi, to talk about how RevOps goes beyond traditional sales enablement and shapes the entire customer lifecycle. They discuss the power of client health scores, how data-driven insights help account managers stay ahead of churn, and why a culture shift around risk and collaboration is essential.

    Katherine shares her approach to building a health score model that cuts through data overload and makes it easier for teams to focus on relationships. She also challenges outdated views on sales handoffs, training, and accountability, making the case for a more connected approach to retention and growth.

    Join Alex and Katherine’s discussion to discover a clear roadmap for leveraging RevOps to improve client satisfaction, reduce churn, and drive sustainable revenue growth.

    Episode Breakdown:

    00:00 Introduction

    01:53 What is RevOps?

    03:07 Strategy and Transformation

    05:05 Data Structure and Reporting

    08:20 Evolution of RevOps

    10:10 Orchestration and Collaboration in RevOps

    14:42 Building a Client Health Model

    18:39 Proactive Client Management

    20:01 Developing and Testing the Health Model

    24:00 Implementation and Success of the Health Model

    27:31 Role of Account Managers in Using the Health Model

    32:10 Improving Data Quality and Compliance

    38:08 Mindset Shift for Account Managers

    42:52 Regular Data Hygiene Practices

    44:03 Importance of Training and Development for Account Managers

    Links

    Connect with Katherine Nino:

    LinkedIn: https://www.linkedin.com/in/jkatherinenino/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    50 m
  • Episode 27: The 5-Year Customer Model
    Mar 7 2025

    Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.

    In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper problems. Are companies setting themselves up for long-term success, or are they still stuck in outdated sales-driven models? Bob challenges leaders to rethink how they structure teams, run QBRs, and measure success. Instead of leaving retention to customer success teams alone, he lays out a case for making it a company-wide effort.

    Bob and Alex’s discussion is a must-listen for account managers and business leaders ready to move beyond quick wins and start playing the long game.

    Episode Breakdown:

    00:00 Introduction

    02:08 Bob Mathers’ Journey to Customer Success

    04:52 The 5-Year Customer Model

    05:03 Frustration with Customer Success Conversations

    06:06 Shift from On-Prem to SaaS Models

    08:10 The Burden of Generating Value

    09:09 The Role of Customer Success in Long-Term Retention

    11:35 The Role of Customer Success Managers

    14:48 The North Star Goal: Five-Year Customer Retention

    17:04 Ideal Customer Profile and Marketing Alignment

    20:03 Commitment to Long-Term Goals

    21:08 The Role of the CEO in Driving Change

    22:02 Single-Digit Incremental Improvements vs. Mindset Shift

    25:09 Core Functions, Behaviors, and KPIs

    26:46 The Role of Data in Customer Success

    27:18 Is a 5-Year Customer Good Enough?

    28:06 The Role of the Chief Customer Officer

    29:00 The Future of Customer Success and CCOs

    32:32 The Role of Product in Customer Success

    35:05 Optimal Structure for Customer Success Teams

    39:48 Closing

    Links

    Connect with Bob Mathers:

    LinkedIn: https://www.linkedin.com/in/bmathers/

    Website: https://bobmathers.ca/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    43 m
  • Episode 26: How to Turn Customer Success Into a Growth Function
    Feb 28 2025

    Customer success is at a crossroads. Does it need a complete rebrand? A new strategy? A bigger role in driving revenue?

    In this episode, Alex Raymond talks with Rav Dhaliwal, a veteran in customer success and account management, about what’s working, what’s broken, and what needs to change. Rav shares why customer success teams struggle to define their own value and how that disconnect affects both customers and company growth.

    One of the biggest challenges? The divide between sales and customer success. Both teams focus on helping customers see value, yet outdated structures keep them working in isolation. Rav explains why shared goals and incentives could create stronger results for everyone.

    Rav also questions whether the term “customer success” still makes sense. Is it time to rethink the function entirely? Should it evolve into something bigger? If customer success is truly a competitive advantage, leaders need to stop treating it as an afterthought.

    This episode pushes past buzzwords and into the real conversations happening inside companies today. If you’d like to know where customer success is headed, this is one you don’t want to miss.

    Episode Breakdown:

    00:00 Introduction

    01:55 Rav’s Career Journey and Insights

    02:57 The Evolution of Customer Success

    06:19 Linking Customer Success to Revenue

    08:17 Incentives and Organizational Alignment

    09:11 Misconceptions About Customer Success

    10:09 The Need to Retire the Term “Customer Success”

    13:05 The Future of Customer Success

    15:26 Customer Success and Revenue Ownership

    19:30 Organizational Design: CCO vs. CRO

    22:39 Skepticism About the CCO Role

    25:05 The Importance of a CCO in Complex Organizations

    29:40 Typical Friction Points in Alignment

    35:04 The Competitive Advantage of Great Customer Success

    37:04 Integrating CS into the Sales Process

    42:15 Growing the Deal with CS Involvement

    Links

    Connect with Rav Dhaliwal:

    LinkedIn: https://www.linkedin.com/in/ravinderdhaliwal/

    Medium: https://ravsterd.medium.com/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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    47 m

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