Our account management team is a vital cog in the Fresh Relevance machine, keeping our clients happy and helping them succeed.
In this blog series, you can get to know more about our account management and customer success team members. Learn about the interesting projects they’re working on, discover their top tips for getting started with personalization, and find out what they enjoy most about their roles.
This week, we’re shining the spotlight on our Senior Partner Account Manager, Jamie McCandlish.
What do you enjoy most about your role?
The thing I enjoy most about the role is really being able to make an impact on how the relationships with our resellers are managed. Each of our resellers is different in so many ways, whether it’s the technologies that they offer, the integration that we have with them, the shared client base or even their own internal team structures. We need to make sure that the companies that resell Fresh Relevance have the confidence and ability to do so effectively which means it’s like having several different sales, account management and support teams working with you. Getting the right processes and procedures in place that enable us to work smoothly together helps us all win more business together which is great to see.
What does a typical day look like for you?
A great thing about my role is that it is so varied. A typical day would depend on the projects I’m working on with the resellers. My average day will tend to be made up of regularly scheduled meetings with the resellers, ad-hoc meetings for particular projects such as setting up a training programme for a reseller’s CSM team, and management of sales, renewals and opportunities from the resellers. In my regular calls, we review any ongoing projects, such as joint marketing opportunities and training of the reseller’s teams. We also look at the progress of individual deals, renewals and upgrades.
I try to map everything out in my calendar with time allowed for different tasks using the Eisenhower Matrix to work out priorities. However, I have quickly learnt that urgent and important tasks can pop up at any time and to make sure that you have time in your day to deal with these when they occur.
What interesting projects are you working on right now?
I’m currently working with one of our resellers on an expansion to a new market. We’ve had some great success with their UK team and have won a number of shared clients. We’re now looking to replicate that success in Italy and Germany. This is like setting up a new reseller from scratch as we deal with new pricing structures, enablement programmes for the new teams and establishing the full new Go To Market plan with them.
What would your top tip be for anyone getting started with personalization?
Look at the bigger picture. A recommendations block or a personalized banner on their own may do little to increase your revenue. However, when combined to create a smoother and more engaging overall customer journey the increase in sales can be massive.
When you’re not busy helping clients, what do you get up to in your free time?
I play badminton 2 or 3 times a week for a club and we play in a few leagues in South London. We won our league last year and we are doing well this year. My wife and I also belong to several amateur dramatics companies and I often perform or work backstage putting on shows. I’ve performed at the Edinburgh Festival and even travelled to Germany to perform in a production of The Crucible.
Look out for more posts in the meet our account management team series coming soon.
Get to know some of the other members of the account management and customer success team:
Daisy Gray, Customer Success, Team Lead
Roheena Chogley, Account Manager
Huriyyah Dhanse, Vice President, Customer
