MedBridge / Account-management oversight · June–December 2023
Clear priorities. Better account-management results.
The situation
I oversaw eight account managers responsible for an existing $50 million portfolio. Everyone was missing retention goals, and account renewals were closing as late as 60 days after their renewal dates, disrupting accounting and executive projections. By December 2023, every account manager met retention and expansion goals, and all accounts were contractually renewed one month ahead of their renewal dates.
What I changed
I created tools and processes that made the connection between each account manager’s work and the business’s goals visible. We clarified why deadlines mattered and how to meet them, along with the relationship between daily work, team goals, company goals, and compensation.
I also formed problem-solving groups to work through common obstacles to achieving our goals. The approach combined clearer expectations with a shared way to solve recurring challenges.
Why it matters for your business
Clear priorities and ownership can change how a team performs. I bring that approach to sales processes, customer retention, internal communication, and reporting. The $50 million was the existing portfolio the team managed, not new revenue generated.
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