What's included

• Strategic Account Plan

  A living, comprehensive document for each key account that serves as the single source of truth for the relationship. It outlines the client's business objectives, maps stakeholders, and defines a mutual success plan. Includes: Client Health Score: A dashboard of key metrics (product usage, support ticket volume, sentiment, etc.) indicating account satisfaction and risk. Stakeholder Map & Relationship Strategy: Identification of all key contacts (from end-users to C-level executives), their influence, and a plan for engaging each. Opportunity & Risk Register: A documented list of potential growth opportunities (upsell, cross-sell) and risks (churn indicators) with mitigation strategies.

• Quarterly Business Reviews (QBRs)

  Formally scheduled strategic meetings that demonstrate the value delivered, align on future goals, and solidify the partnership. These are not mere check-ins but value-driven business conversations. Includes: Executive-Level Presentation: A customized deck reviewing performance against goals, ROI delivered, product adoption metrics, and strategic insights. Value Realization Report: Tangible evidence of the client's success, linking your service to their key business outcomes (e.g., cost savings, revenue increase, efficiency gains). Joint Success Plan: A co-created agenda and document outlining objectives and action items for the next quarter, ensuring continued alignment.

• Proactive Health Monitoring & Touchpoint Cadence

  A structured schedule of proactive engagements designed to build strong relationships, identify issues before they escalate, and continuously reinforce value. Includes: Cadence Calendar: A predefined schedule for strategic check-ins (monthly/quarterly), tactical calls, and informal relationship-building touchpoints. Proactive Check-in Reports: Brief, regular summaries sent to the client highlighting their recent activity, successes, and suggestions for improved usage. Issue Escalation Management: Acting as the client's dedicated internal advocate to swiftly resolve any problems, coordinating between support, product, and engineering teams as needed.

• Contract & Renewal Management Portfolio

  A systematic and proactive approach to managing the commercial relationship, ensuring seamless renewals and identifying expansion opportunities well in advance. Includes: Renewal Timeline & Project Plan: A master schedule tracking all contract renewal dates, starting outreach and negotiations 90-120 days in advance. Renewal Proposal & Business Case: A customized proposal for the renewal, often co-created with the client, that reiterates value and justifies continued investment. Expansion Opportunity Pipeline: A tracked list of potential upsell (more of the same product) and cross-sell (new products/services) opportunities within the account.

• Voice of the Customer (VoC) & Advocacy Program

  A formalized process for capturing client feedback and turning satisfied customers into public advocates for your brand, creating a powerful marketing and sales asset. Includes: Structured Feedback Sessions: Conducting periodic interviews or surveys to gather in-depth feedback on the product, service, and relationship. Advocate Nurturing: Identifying and building relationships with happy clients for case studies, testimonials, and reference calls. Case Study Development: Managing the process of creating a professional case study that showcases the client's success with your solution.

• Success Reporting

  A dashboard (or regular report) that provides at-a-glance visibility into the metrics that matter most to that specific client, directly tying your service to their business KPIs. Includes: KPI Alignment: Customizing the dashboard to reflect the client's unique goals and success criteria. Automated Data Pulls: Where possible, integrating data from your product and other sources to keep the report updated automatically. Narrative Insights: Adding context and commentary to the raw data, explaining what the numbers mean and recommending actionable next steps.