Account Management Secrets

World Class Account Management Skills The Sandler Way | EP40

The best account managers build their book like it’s their business, and that mindset changes everything.
 
Alex Raymond is joined by Todd O’Donnell, who went from tech sales at IBM and Oracle to leading one of Canada’s top-performing insurance agencies. Todd shares how blitz days, cold calling, and world-class training shaped his early career, and why those habits still influence how he runs his agency today.
 
They talk about the shift from chasing leads to building a referral-driven business, the hiring principle Todd swears by (“Can I trust this person?”), and why the best AMs know how to focus on what really moves the business forward. Todd also breaks down how he uses Sandler sales training, one-on-one coaching, and weekly team sessions to create consistent results without micromanaging.
 
From creating a “Starbucks of insurance” experience to developing account managers with zero prior industry experience, Todd shows how long-term growth happens when you lead with trust, consistency, and a clear plan.
 
Episode Breakdown:
00:00 Why Account Managers Drive the Business
02:13 Lessons from IBM and Oracle
07:17 Building a Team Without Micromanaging
10:23 How to Keep Clients Without Competing on Price
13:56 Hiring for Trust, Not Industry Experience
16:45 How Sandler Training Shapes the Sales Process
18:59 Coaching, One-on-Ones, and Leading by Example
26:10 What Top Account Managers Do Differently
28:54 The Power of Focus Time
30:28 Strategic Coach, 10X Thinking, and Personal Growth
36:06 Career Paths for Account Managers
39:36 Be Willing to Get Uncomfortable
 
Links
Connect with Todd O’Donnell:
LinkedIn: https://www.linkedin.com/in/toddodonnellinsurance
Website: https://www.insurancetodd.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

Cutting Back on Account Management (Jess Manganelli Thinks It's a Terrible Idea) | EP39

Account managers who lead with business acumen, creative insight and clear boundaries are the ones who drive real growth.
 
What happens when agencies start questioning whether account management still matters? Jess Manganelli has seen it firsthand, and she’s got strong opinions. As the founder of Betts & Betz, she works with creative agencies to build high-performing account teams that don’t just keep the trains running but move the business forward.
 
Jess and Alex discuss why some agencies are scaling back on account roles, and why that decision often backfires. They talk about what the job really demands: a deep understanding of how both the client and the agency make money, the confidence to lead from wherever you sit, and the willingness to have hard conversations instead of dodging them.
 
Where do most account managers get stuck? Jess points to a lack of business fluency and a fear of pushing back. She offers ways to shift that, starting with how to frame a tough conversation without sounding defensive or deferential.
 
If you’ve ever felt like your job description misses the point, or wondered how to grow into a more strategic role, Jess and Alex’s conversation will resonate.
 
Episode Breakdown:
00:00 The Real Value of Account Management
02:26 Is Account Management Dead?
06:05 What Agencies Actually Need from Account Managers
08:23 Why Business Acumen Matters
12:27 Balancing Client Goals with Agency Health
20:00 How to Handle Tough Client Conversations
27:39 Curiosity as a Strategic Skill
31:30 Traits That Set Great Account Managers Apart
33:53 Removing Hurdles to Great Work
37:13 Fixing the Sales-to-Account Handoff
43:00 The Tucker Inner Concept
 
Links
Connect with Jess Manganelli:
LinkedIn: https://www.linkedin.com/in/jessmanganelli/
Website: https://www.bettsandbetz.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

The Challenger Sale, Customer Confidence, and Growing Key Accounts with Brent Adamson | EP38

Most account managers are stuck chasing satisfaction when they should be driving change.
 
Alex Raymond is joined by Brent Adamson, the co-founder of A to B Insight and Qoos and the author of “The Challenger Sale,” for a discussion that challenges the way most teams think about account growth. If happy customers aren’t growing their accounts, what’s missing? And what does it actually take to move from retention to expansion?
 
Brent shares research that calls out a common trap: overdelivering on service without helping clients rethink their business. He introduces the idea of customer improvement: the account manager’s job isn’t to keep things running smoothly, but to show customers what’s possible when they shift their approach.
 
Alex and Brent also get into the confusion between customer success and account management, the pressure to grow accounts without losing them, and why confidence, specifically the client’s confidence in their own decisions, matters more than loyalty or trust.
 
If you’re leading key accounts or coaching teams who do, Alex and Brent’s discussion will change the way you think about long-term growth.
 
Episode Breakdown:
00:00 The Evolution of Account Management and Customer Success
02:52 Understanding the Roles: Retention vs. Expansion
11:11 The Importance of Customer Improvement
21:48 Driving Growth Through Insights
23:19 Navigating Account Management Challenges
26:36 Understanding Customer Improvement
29:27 Identifying Unique Strengths
32:16 The Importance of Customer Confidence
35:54 Introducing the Frame-Making Sale
46:30 Empowering Customers for Growth
 
Links
Connect with Brent Adamson:
LinkedIn: https://www.linkedin.com/in/brentadamson/
Website: https://www.brentadamson.net/
Website: https://qoos.ai/
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

This Question Drove a 200x Increase in Client Revenue | EP37

Asking one bold question turned a $50K client into a $10M account and reshaped how account managers think about trust, strategy and growth.
 
Account management leader Joanna Hagelberger joins Alex Raymond to talk about what account management looks like when it’s done right, from building the function from scratch at high-growth InsurTech companies to leading with curiosity instead of a script. What happens when you stop asking surface-level questions and start inviting your clients to think bigger? Joanna shares how one conversation sparked a 200x expansion and why most account managers don’t realize they have permission to ask the hard questions.
 
This episode also gets into the realities of scaling an account management team, how to avoid segmentation mistakes, and why internal alignment matters just as much as client relationships. What do you do when your executive team has no idea what’s happening with your top accounts? How do you keep account managers from working in silos? Joanna brings clear, grounded answers from the field, along with a mindset shift that every account manager needs to hear.
 
Episode Breakdown:
00:00 Intro and Meet Joanna Hagelberger
02:04 Building Account Management from Scratch
06:57 Customer Support vs. Customer Success vs. Account Management
09:27 No Surprises: The Role of Internal Account Reviews
15:52 The Five-Year Question That Led to 200x Growth
20:17 Curiosity as a Core Account Management Skill
26:28 Taking Ownership and Leading Accounts
31:12 Segmenting Accounts the Smart Way
36:28 How to Think About Portfolio Size
40:04 Becoming a Strategic Account Manager
41:35 Why Finance and Product Should Be Your Best Friends
 
Links
Connect with Joanna Hagelberger:
LinkedIn: https://www.linkedin.com/in/joanna-hagelberger/
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

2025 GTM Benchmark Report (& what it means for AMs now) | EP36

Most of your revenue probably came from existing customers last year, and if your QBRs don’t include the C-suite, you’re at serious risk of churn.
 
Alex Raymond sits down with Guy Rubin, the founder and CEO of Ebsta, to unpack the 2025 GTM Benchmark Report and what it means for account managers right now. The data is clear: 52% of new revenue last year came from existing accounts, not new logos. That shift isn’t just interesting as it should completely change how teams think about growth, customer relationships, and where to invest their time and resources.
 
Guy shares practical insights on what sets top-performing account teams apart, including the impact of C-level participation in QBRs (7x more likely to upsell) and the dangers of single-threaded relationships. He also explains how Ebsta’s engagement scoring works, and why tracking relationship momentum across the customer lifecycle is one of the most valuable metrics you’re probably not using.
 
The conversation hits on a growing gap between top and average performers, a data-driven case for 360 selling, and a refreshingly blunt take on the real reasons sellers are missing quota. If you want to grow revenue, retain your best customers, and actually move the needle, this episode will show you where to start.
 
Episode Breakdown:
00:00 Introduction
01:29 Why Existing Customers Are Driving Revenue Growth
05:49 How the GTM Benchmark Report Was Built
10:04 Relationship Momentum and Multi-Threading
12:21 Engagement Scoring and What It Reveals
14:10 Why C-Suite Participation in QBRs Changes Everything
25:08 Sales Performance Gaps and the Leadership Wake-Up Call
27:37 The Return of 360 Selling
36:10 What Top Account Managers Are Doing Differently
 
Links
Connect with Guy Rubin:
LinkedIn: https://www.linkedin.com/in/rubinguy/
Website: https://www.ebsta.com/
Benchmarks: https://benchmarks.ebsta.com/2025-gtm-benchmarks?utm_source=amplify&utm_medium=podcast&utm_campaign=2025+gtm+benchmarks&utm_content=gtm+benchmarks+2025+landing+page
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

Tips for Account Managers Navigating The Job Market | EP35

Spray-and-pray job applications aren’t getting anyone hired. So what actually works when the competition is this intense?
 
In this episode, Alex Raymond is joined by Carly Agar, the founder and CEO of Carly Agar Training, to talk about how account managers can navigate the current job market with more clarity and control. What do hiring managers really care about? How do you stand out when hundreds of people are applying for the same role? Carly shares why intention matters more than volume, and how treating your job search like a high-value client strategy changes everything.
 
Alex and Carly also talk about what it means to truly “own” your book of business and why that mindset separates top candidates from the rest. Carly offers advice on building internal champions, tracking the right metrics, and shaping your reputation, so that when you’re not in the room, people are still talking about you in the right way.
 
And yes, AI comes up. Carly explains why account managers who lean into it, learn from it, and help their teams use it well are positioning themselves for long-term success. If you’ve been wondering how to level up or move forward with more purpose, this episode is your playbook.
 
Episode Breakdown:
00:00 Introduction
01:07 What the Job Market Looks Like in 2025
05:35 Why Spray-and-Pray Applications Fail
07:13 Smarter Strategies for Job Searching
08:05 How to Uncover Your Dream Role
10:13 Making an Impact Without Switching Jobs
13:33 Building Internal Champions and Mentors
15:41 How to Get Promoted Without Just Hitting KPIs
16:24 Thinking Like a CEO of Your Book of Business
17:29 Career Paths: Leadership vs. Strategic Accounts
19:30 The Skills That Actually Set You Apart
21:09 How Account Managers Can Leverage AI
22:15 Advice for Owning Your Career Growth
 
Links
Connect with Carly Agar:
LinkedIn: https://www.linkedin.com/in/carly-agar/
Website: https://www.carlyagar.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

AI Is Reshaping Customer Value | EP34

AI isn’t just changing the tools we use, it’s reshaping the entire conversation around business value, accountability, and risk. 
 
In this episode, Alex Raymond sits down with Mark Stouse, the CEO of ProofAnalytics.ai, to talk about how AI is driving a seismic shift in how companies operate. The core message: transparency and accountability are no longer optional, and gut instinct won’t cut it.
 
Mark explains how AI is collapsing the “gray zone” of ambiguity in business, forcing teams to prove value with hard data. He also shares a critical legal shift from early 2023: a Delaware court ruling that expanded fiduciary duty to all company officers, not just CEOs and CFOs, making risk management everyone’s responsibility.
 
You’ll hear how customer success is more than a renewal engine. It’s a strategic early warning system that should be treated as both a value creator and a multiplier. And you’ll learn why the old accounting mindset, focused only on past performance, can’t keep up.
 
If you're leading customer accounts, managing renewals, or influencing post-sales strategy, this conversation will reframe how you think about risk, impact, and your role in the AI-powered business landscape.
 
Episode Breakdown:
00:00 Introduction
03:25 AI as a Super Technology & What It Changes
04:44 How Fiduciary Duty Now Includes Functional Leaders
06:12 Case Study: CRM Data Fraud and Legal Risk
09:54 AI, Legal Accountability & Market Volatility Collide
12:54 Why Traditional Accounting Thinking Falls Short
14:31 Causal Analytics vs. Predictive Tools: What Leaders Need
17:34 The Long Game: Proving Impact in Customer Success
19:28 Customer Success as an Early Warning System
22:28 The Problem with BI Dashboards and Misread Data
25:46 How to Start Risk Conversations at Your Company
27:21 Forecast Risk vs. Enterprise Risk
28:00 Why T-Shaped Skills Matter in the Age of AI
29:24 What the Future of AI Looks Like for Teams
 
Links
Connect with Mark Stouse:
LinkedIn: https://www.linkedin.com/in/markstouse/
Website: https://www.proofanalytics.ai/
 
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

Customer Success is Dead as We Know It | EP33

Customer success was supposed to be the future. So why are so many CS teams under-resourced, misunderstood, and fighting to stay relevant?
 
Alex Raymond sits down with Parker Chase-Corwin, the CEO and principal consultant of Xperience Alchemy who’s helped dozens of B2B companies rethink how they approach retention, risk, and long-term value. They unpack why CS never quite delivered on its promise, why the function has become a catch-all for upstream problems, and what needs to change if companies want better outcomes and fewer surprises.
 
Is customer success really one team’s job? Or does it require every part of the company to take ownership? Is your CS team driving strategy or just cleaning up after everyone else? This episode is a must-listen for account managers, CS leaders, and anyone who believes customer outcomes should be more than just a quarterly talking point.
 
Learn more about AMplify at www.amplifyam.com 
 
Episode Breakdown:
00:00 Introduction
01:20 Why Customer Success Is Struggling
03:05 The Branding Problem in CS
05:28 From Customer Success to Customer Experience
07:03 Does CS Have a Future?
14:07 Solving Problems Upstream
17:20 Proactive Account Management
31:21 Risk Management That Works
39:53 Rethinking Customer Experience Teams
43:18 Where to Start and What to Prioritize
 
Links
Connect with Parker Chase-Corwin:
LinkedIn: https://www.linkedin.com/in/parkercorwin/
Website: https://www.xperiencealchemy.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

A 90-Day Account Plan Level Up | EP32

Most account plans feel like busywork. Why? Because they’re built in a broken system that rewards documentation over results.
 
In this episode, Alex Raymond explains why so many account plans fail to drive real impact and what to do instead. He introduces a framework: three customer goals, three key contacts, and three specific actions for the next 90 days. No fluff. No filler. Just a clear plan you can actually use.
 
Are you building your plan to impress your boss, or to deliver value your client will notice? Are you tracking assumptions, or asking the right questions?
 
If you’ve ever felt like your account plan was more theater than strategy, this episode will help you shift into something far more effective. Alex also shares details on the upcoming Account Planning Bootcamp inside the AMplify community, where you can dig deeper and start building plans that actually grow your accounts and your career. Learn more here: www.amplifyam.com/account-planning-bootcamp 
 
Episode Breakdown:
00:00 Introduction
01:40 Why Most Account Plans Fail
10:41 What Is Dynamic Account Planning?
13:10 The Rule of Three Framework
30:35 Should You Share Your Plan with the Customer?
34:05 Making Your Plan a Living Document
 
Links
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
Podcast production and show notes provided by HiveCast.fm

The Account Manager Career Path: What Hiring Managers Really Want | EP31

Most account managers are chasing career growth, but few stop to ask whether their next opportunity might already be within reach.
 
Alex Raymond talks with Swati Garg, the founder and CEO of Melo Associates, about what hiring managers are prioritizing right now, and what many candidates are getting wrong. What skills actually stand out in a crowded field? How do you show you’re ready for more responsibility? And why are so many companies missing the mark by defaulting to external hires?
 
Swati shares what’s shifting in the job market, including the rising demand for strategic thinking, stronger negotiation chops, and real fluency with tools powered by AI. She also breaks down why internal promotions aren’t just cost-effective, they’re often the best way to keep top performers engaged and growing.
 
If you’ve been stuck thinking the only next step is people management, this episode offers a broader view. Swati talks through alternative paths like CS operations, enablement, and even product or marketing roles, reminding us that knowing your customer deeply is a competitive edge across teams. She also gives practical advice for anyone on the job hunt: be intentional, do your prep, and stop treating the interview like a one-way evaluation.
 
Whether you’re hiring or exploring your next move, this is a smart, honest look at how to grow your career without losing momentum.
 
Episode Breakdown:
00:00 Career Growth in Account Management
02:53 Current Job Market for Customer Success and Account Managers
05:10 Hiring Internally vs. Externally
07:39 The Importance of Internal Talent Retention
08:59 Evolving Roles in Customer Success
12:29 Must-Have Skills for Account Managers
16:05 The Importance of Business Acumen
17:42 Navigating Job Searches and Maintaining Morale
24:10 Career Progression Paths for Account Managers
28:00 Exploring Non-Linear Career Paths
30:30 The Role of Chief Customer Officer
33:09 Assessing Company Fit During Interviews
39:45 Words of Wisdom for Job Seekers
 
Links
Connect with Swati Garg:
LinkedIn: https://www.linkedin.com/in/swatigargmhrir/
Website: https://meloassociates.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