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Account Management (a tactical guide to success)

Account Management (a tactical guide to success)

By: Fred Fuller and John Brown
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New to the role of Account (or Client) Management? Want to learn specific tactics to help you be a better client manager? You’ve come to the right place. Account Management (a tactical guide to success) is the podcast for what happens after the sale. We offer sound advice for Account Management professionals who want to sharpen their skills and grow in the role. We focus on real-world advice and tactics for success.Fred Fuller and John Brown Economics Management Management & Leadership
Episodes
  • Account Management Leadership (with Special Guest Brooke Feldman)

    Account Management Leadership (with Special Guest Brooke Feldman)
    Jun 28 2026

    • In this episode, we explore concepts of leading an Account Management team with Brooke Feldman, SVP Operations and Client Success at Arrive, a global provider of parking and city management solutions. We discuss:

      • Biggest mindset shifts to move to leadership
      • Qualities to look for when hiring account managers
      • Creating confidence within the team
      • Balancing revenue andr relationship pressures
      • Operating cadence
      • And more!
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    56 mins
  • Sales motions for the account manager (with special guest Elena Casal)

    Sales motions for the account manager (with special guest Elena Casal)
    May 25 2026

    In this Episode, Fred and John welcome special guest Elena Casal, Chief Client Officer for the Clearing House. The Clearing House is one of the US's largest payment networks.


    In this episode, we cover:

    - Embracing sales as an account manager

    - 'Selling' vs. adding value

    - Account plans

    - Building relationships

    - Asking for the sale
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    52 mins
  • How to communicate during outages or emergencies

    How to communicate during outages or emergencies
    May 10 2026

    In this episode, Fred and John review how to handle outages or emergencies as an Account Manager, including:

    • The First 15 Minutes: What to Say Immediately
    • Communicate on the period you specified, even if nothing changes
    • Decide communication mode and whether it needs to escalate based on the size of the client and the nature of the outage
    • Internally align on messaging prior to later communications
    • Things not to say
    • Resolution message
    • Subsequently, extra focus on building trust
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    35 mins
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