Account management is designed to make sure technology stays aligned to the organisation’s goals and avoid not just “tickets getting closed”.

Account management team

A named point of contact (or small team) gets to know how the business operates, what matters most, and what “good” looks like. This team becomes the route for anything beyond day-to-day support: planning, budgeting, improvements, upcoming projects, and decision support.

Shared client workspace (single source of truth)

A shared online workspace/portal is used to keep everything in one place — typically including:

• IT roadmap and priorities
• Recommendations and next steps
• Quotes and proposals
• Project updates and key decisions

This avoids information living in inboxes and makes it easier to pick things up quickly.

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Two meeting types, at the right cadence

• Strategic reviews (every 6–12 months): big-picture alignment with senior leadership around direction, risk, budgets, and what’s coming next.
• Tactical sessions (every 1–3 months): operational check-ins with day-to-day contacts around trends, recurring issues, current projects, and near-term actions.

Proactive roadmapping and recommendations

Actions agreed in meetings are documented, tracked, and turned into clear next steps (including quotes where needed). Recommendations are intended to be relevant to the organisation’s goals — not generic sales pushes.

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Accessible outside meetings

The account management team remains available between meetings for planning, “sanity checks”, budgeting conversations, or anything that needs a steer.

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Key points

• Dedicated account management team that knows the business
• Shared workspace keeps plans, quotes, and updates easy to find
• Strategic + tactical meetings keep IT aligned at both levels
• Focus on progress, clarity, and outcomes — not just activity

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