Day in the Life... of a Client Success Account Manager

Monday 1st September - New month, new priorities, new vibes. 

8am: Woo Flexible working! 

Starting off my morning strong with my signature Biscoff oats & my Yorkshire tea, I like to make the most of my Flexible working hours and get ahead of the game. 

Relationship building is a foundation to my role, so I like to spend my morning checking in with my clients and craft team colleagues on their weekends whilst addressing comms which came through late on Friday (#timezones). It’s super helpful to set the tone on a Monday morning to keep positive vibes for the week. 

9:30am - Flag it. 

Even though we work in mini teams, we have our weekly flags meeting as a wider Client Success team every Monday. This is where we get together and raise anything that needs to be escalated to the wider business – this could be anything from a client win to a team change which needs to be addressed.

10am - Prep, prep and more prep. 

The second half of my mornings are always used to plan the week ahead with my teams – what are our priorities, what are our delivery expectations, and what reports do we have scheduled? Over the course of the next few hours, I have a planning session to discuss an upcoming QBR with one of our banking clients and a reporting session to review performance on one our clients who is undergoing a site migration.  

Working in CS means you’re always spinning multiple plates but that’s the joy of it! 

12:30 - Best time of the day! 

Lunch time, whoop! Every few months, our mini team likes to get together and have a proper meal together to catch-up (#teambonding). Today we headed into Leeds centre for some Thai food: 

1:30pm - Post-lunch business  

Pre-lunch is down to business, time to keep the plates spinning. I have some time blocked out this afternoon to support my Account Director on an upcoming opportunity for an existing client – they’re looking to bump their organic performance in a particular product area so it’s time to get cracking and build out a top-level strategy with our craft teams based on the budget we’ve been provided.  

This is followed by some review time I’ve booked out to ensure a few of our Monday reports are client ready, ensuring the correct questions are answered and we’re providing a strong proactive angle for them to take away. 

3pm - Sweet treat anyone? 

3pm slump means a mandatory sweet treat break to boost the sugar levels (#energyboost). This is nicely followed by a mini-team catch-up where we align on our priorities together for the week, understand if we can support each other and how we want to juggle our accounts.

3:30pm - The big 3 and loose ends 

Here is when I take the time to do some personal planning for the week ahead by understanding my biggest three priorities for the week – this week included QBR prep, delivering a project proposal to a client and delivery of a post-migration audit. 

It’s also the time where I tie off any loose ends, finalise any expectations across our craft teams and understand the teams’ capacity / dependencies for the week. I always find that if we keep our workloads honest and clear, it makes the latter half of the week easier. 

4:30pm - Mission completed 

It’s now home time, whoop! I take this as an opportunity to wind my brain down on my commute (#parkandride) – which includes belting my favourite songs in the car and pondering over what to have for tea on the way to Pilates (#worklifebalance!)

I think I settled with chicken & chorizo tomato pasta which hit the spot.