Key Account Management - Lead View in Close

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Identify and Tag Key Accounts
To start the process, she identifies key accounts based on their monthly spend. The team looks at a bunch of different metrics, from MRR, the number of seats (including seats added/dropped), support tickets, and NPS to determine what accounts to focus on.

If an account looks promising, it gets tagged:

Key Account Management Tips - Identify and Tag Key Accounts
Split Key Accounts into Tiers
Next, possible key accounts are flagged and split into three different "tiers."

These tiers determine how much time the success team spends with an account—those in the top two tiers are assigned 1:1 Success Managers, while bottom-tier accounts have access to email support. However, each account is handled on a case-by-case basis.

"For the most part, we strategize differently from account to account, but of course, try and share best practices. If something works really well, be sure to use it in other areas that make sense," Meghann says.

"Most of our Customers are in the SMB market, so we china telegram data have many close relationships with our partners. We really value the transparency and candor we can have with them, and tend to look at our role as more consultative and collaborative than just a straight business relationship."

Run a Health Check
Next, the team looks at how much the account uses the Close platform. If there have been any internal movements that could impact future growth, like acquisitions or funding rounds, the team makes a note of it in their file.

Meet with Key Accounts Every Quarter
Once key accounts are in our pipeline, we constantly nurture them.

At Close, one of the main KPIs we measure key accounts against is hosting account reviews. Meghann says her team pushes to meet with a percentage of our accounts every quarter and ensure they touch base with different customers each time.