Service Account Manager
Account management skills and relationship strategies for support professionals
This workshop provides support and technical account managers with the relationship skills and account management tools they need to proactively increase customer loyalty, generate new business and improve their confidence when working with senior executives. In this highly-interactive workshop participants will learn the skills to become a top performing account manager and have the confidence to deal effectively at all levels within their accounts. They will be provided with tools that will allow them to develop trust while effectively managing relationships within their accounts and their own organisation. Attendees will have the chance to plan and practice real-life situations with their key accounts.
Who Should Attend
- Technical Account Managers (TAMs)
- Customer Success Managers in technical roles
- Senior support professionals managing key accounts
- Solutions engineers and pre-sales consultants
Course Curriculum
Core Competencies
Strategic Thinking
- • Understanding customer business objectives
- • Aligning support with customer success
- • Identifying expansion opportunities
- • Long-term relationship planning
Relationship Building
- • Stakeholder mapping and engagement
- • Building trust at multiple levels
- • Executive communication strategies
- • Managing difficult conversations
Account Planning
- • Developing account strategies
- • Quarterly business reviews (QBRs)
- • Success metrics and KPIs
- • Risk identification and mitigation
Value Communication
- • Articulating business value
- • ROI and business case development
- • Competitive positioning
- • Renewal and expansion strategies
Course Delivery Options
Public Virtual Classes
Interactive workshop combining instruction, case studies, role-plays, and real account planning exercises. Participants develop actionable account strategies they can implement immediately.
Duration: Four half-day sessions
Private Classes
Classes are available in virtual or on-site formats. Content can be customized to address your specific customer base, products, and account management challenges.
Duration: Two full-day sessions (on-site) or four half-day sessions (virtual)
Professional Development
Upon completion of this course, students will be able to define the benefits of effective support account management to the customer, the company, and the account manager; understand the four core competencies of top-performing account managers and their critical expectations; handle escalations effectively and efficiently; understand clients' buying processes; and establish trust to build strong client relationships.
The class also teaches influencing and presentation skills.
Frequently Asked Questions
Key things to know about the Service Account Manager course.
Who is this course designed for?
The course is designed for Technical Account Managers, Customer Success Managers in technical roles, senior support professionals managing key accounts, and solutions engineers who want to build stronger client relationships and expand their account management skills.
What will I be able to do after completing this course?
You will be able to define the benefits of effective support account management, understand the four core competencies of top-performing account managers, handle escalations effectively, understand clients' buying processes, and establish the trust needed to build strong, long-term client relationships.
How is the course structured and how long does it take?
Public virtual classes run across four half-day sessions delivered over consecutive days. The format combines instructor-led teaching with case studies, role-plays, and real account planning exercises so participants leave with strategies they can apply immediately.
Is a certification included with this course?
This course is a professional development program and does not lead to an SCP Career Certification credential. Participants looking for a formal management certification may be interested in the Support Supervisor or Support Manager programs.
Can this course be delivered privately for my organization?
Yes. Private classes are available in both virtual and on-site formats. Content can be customized to address your specific customer base, products, and account management challenges. Contact us to discuss your organization's needs.
How do I register for a public class?
You can register online using the PayPal checkout link on this page, or contact us directly at info@servicestrategies.com or 858-674-6787. See the Course Schedule page for upcoming session dates.
Become a Strategic Partner
Transform your role from technical support to trusted advisor and drive customer success at a strategic level.