The Startup’s Account Management HQ

Business Consultant

Low-Code/No-Code

Operations Lead

Google Apps

Notion

Slack

You can read the full case study on this Notion page (along with the template).

Introduction

Challenges - Growing Client Base, Stagnant Systems

Inconsistent Processes - Inconsistent Results

Difficulty Tracking Account Status & Progress

Poor Account Knowledge Retention

Solutions - A Headquarters Built for Their Needs

ARP → Audit, Roadmap, Playbook

Dashboard & Database Systems

A Culture of Documentation

The Results - Unlocked Account Potential

Consistent Execution → 12%+ Retention Rates

Real-Time Account Visibility

No More Losing Critical Account Info

Ready to Optimize Your Workspace?

Introduction

A Series B startup in the finance space was looking to optimize their Notion workspace. They are a sales and financial planning platform that helps fast-growing businesses take control of their data and plan for the future. When they started working in Notion they had 20 employees working in one office. Less than two years later their team was more than 150 strong, and spread over 12 countries and 5 timezones.

Their team needed a system that was ready to scale with them and improve their workflows, not slow them down with manual work and organizational chaos.

Given they have a complex product, and a significant professional services department, our process started with the implementation team. We worked with them to audit their current tools, workflows, and how they were using their Notion workspace before building a roadmap that outlined their major pain points and our recommended solutions.

Over the course of 3 weeks we built out systems, dashboards, automations, and more to make the implementation team’s day-to-day that much simpler.

Challenges - Growing Client Base, Stagnant Systems

The client faced challenges in managing their rapidly expanding client base with outdated systems and processes. As they experienced explosive growth, their account management team struggled to maintain consistency, track account progress effectively, and retain critical client knowledge. These issues threatened to harm client satisfaction, slow down operational efficiency, and potentially lead to increased churn rates if left unaddressed.

Inconsistent Processes - Inconsistent Results

Lack of standardized procedures led to varying levels of service quality across different accounts

Inefficient onboarding process resulted in longer time-to-value for new clients

Inconsistent follow-up and communication practices were causing client dissatisfaction and potential churn

Difficulty Tracking Account Status & Progress

An outdated system for tracking account statuses led to missed follow-ups and delayed responses

Difficulty in visualizing overall account health and progress across the client portfolio

Inefficient reporting processes resulted in time-consuming manual data entry for client updates

Poor Account Knowledge Retention

Limited documentation of client-specific processes and preferences led to knowledge gaps during team transitions

Lack of centralized information storage resulted in scattered and often inaccessible account details

When employees turned over there was significant loss of valuable client relationship insights and historical context

Solutions - A Headquarters Built for Their Needs

To address the challenges faced by their team, we implemented a comprehensive three-pronged approach. This strategy involved conducting a thorough Audit, developing a strategic Roadmap, and creating detailed Playbooks, alongside the implementation of centralized Dashboard and Database systems. To top it all off we worked with their leadership team to lay the foundations for a culture of documentation to ensure consistent knowledge retention and sharing across the organization.

ARP → Audit, Roadmap, Playbook

Conducted a comprehensive audit of existing account management processes, identifying inefficiencies and areas for improvement

Developed a strategic roadmap outlining step-by-step implementation of new systems and workflows to address these challenges

Created detailed playbooks and SOPs in databases to standardize account management practices

Dashboard & Database Systems

Built a centralized dashboard for real-time account status tracking and performance monitoring - along with an Inbox for quick capturing information.

Created interconnected databases for client information, project timelines, meetings logs, and process documentation & resources, ensuring easy access to critical account data

Integrated automated reporting features, reducing manual data entry and improving the accuracy of client updates

A Culture of Documentation

Designed a structured knowledge base to capture and organize critical account information, ensuring easy access and retention of institutional knowledge

Established guidelines and templates for consistent documentation practices across the team

Introduced a system for regular updates and reviews of account documentation, fostering a culture of continuous improvement and knowledge sharing

The Results - Unlocked Account Potential

Our solutions made a big difference for the client's account management team. They saw a 12% boost in keeping customers, thanks to better processes and communication. The new dashboard gave them a clear view of all accounts, helping them make smarter decisions. And, by keeping better records, they were able to handle a growing book of business with ease while giving each client the white glove service they deserved.

Consistent Execution → 12%+ Retention Rates

Standardized processes led to consistent high-quality service across all accounts, resulting in improved client satisfaction

Streamlined onboarding, implementation, and adoption processes reduced time-to-value for new clients, accelerating their success and strengthening relationships

Consistent follow-up and communication practices, guided by SOPs, significantly reduced client churn and contributed to the 12% increase in retention rates

Real-Time Account Visibility

Better visibility into overall account health led to more strategic resource allocation across account managers

Improved account visualization tools allowed for quicker identification of trends and opportunities, leading to more informed decision-making and strategic account planning

Automated reporting and communication logging features saved an average of 5 hours per week per account manager, allowing more time for high-value client interactions

No More Losing Critical Account Info

The team Improved their knowledge retention and transfer processes, resulting in smoother account transitions and reduced disruption during team changes

Stronger ability to leverage historical client insights, leading to more personalized and effective account strategies

Increased team efficiency and collaboration through easy access to centralized, up-to-date account information, reducing time spent searching for critical data.