In-Ear Insights: Account Management in the Age of AI

In this episode of In-Ear Insights, the Trust Insights podcast, Katie and Chris discuss the essentials of excellent account management and how AI changes the game. You will discover how to transition from simply helping clients to proactively taking tasks off their to-do list. You will learn the exact communication strategies necessary to manage expectations and ensure timely responses that build client trust. You will understand the four essential executive functions you must retain to prevent artificial intelligence from replacing your critical role. You will grasp how to perform essential quality checks on deliverables even without possessing deep technical expertise in the subject matter. Watch now to elevate your account management skills and secure your position in the future of consulting! Watch the video here: Can’t see anything? Watch it on YouTube here . Listen to the audio here: https://traffic.libsyn.com/inearinsights/tipodcast-account-management-in-age-of-ai.mp3 Download the MP3 audio here . Need help with your company’s data and analytics? Let us know! Join our free Slack group for marketers interested in analytics! [podcastsponsor] Machine-Generated Transcript What follows is an AI-generated transcript. The transcript may contain errors and is not a substitute for listening to the episode. **Christopher S. Penn – 00:00** In this week’s In Ear Insights, Trust Insights is a consulting firm. We obviously do consulting. We have clients, we have accounts, and therefore account management. Katie, you and I worked for a few years together at a PR firm before we started Trust Insights and managed a team of folks. I should clarify with an asterisk: you managed a team of people then to keep those accounts running, keep customers and clients happy, and try to keep team members happy. Let’s talk about what are the basics of good account management—not just for keeping clients happy, but also keeping your team happy as well, to the extent that you can, but keeping stuff on the rails. **Katie Robbert – 00:51** The biggest thing from my experience, because I’ve been on both sides of it—well, I should say there are three sides of it. There’s the account manager, there’s the person who manages the account manager, and then there’s the account itself, the client. I’ve been on all three sides of it, and I currently sit on the side of managing the account manager who manages the accounts. If we talk about the account manager, that person is trying to keep things on the rails. They’re trying to keep things moving forward. Typically they are the ones who, if they choose, they can have the most power, or if they don’t, they have the least power. **Katie Robbert – 01:38** By that I mean, a good account manager has their hands in everything, is listening to every conversation between the stakeholders or the principals and the client, is really ingesting the information and understanding, “Okay, this is what was asked for. This is what we’re working on. This is discussed.” Whatever it is they don’t understand, they take the initiative to find out what it means. If you’re working on

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