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 Account Manager, Sam Kean.
What do you enjoy most about your role?
I could name so many things here – it’s a hugely rewarding role. If I had to choose one aspect it would be sharing success with customers. You get to experience plenty of ‘champagne spray’ moments and become really passionate about each project you undertake with them. Some may pay off after months of ideation and iteration whereas others may come from a simple suggestion to a customer that has a big impact. All are very gratifying when you see it make a difference for them.
What does a typical day look like for you?
It can be really mixed in an exciting way. Between client calls, any number of internal meetings at Fresh Relevance as well as more strategic planning, each day is varied. In Account Management we work closely with the Customer Success, Support and the Services teams especially, so there is often a lot of syncing up to ensure the best experience possible for customers.
I start everyday with blocking out slots of time to devote to certain projects and make a list of the top things that need to get done that day. Then I fit those projects or to-do’s around customer and internal calls.
Inbox management is also its own beast and can dictate your day quite easily, so having a robust task management system (pen & paper) is my best friend.
I like to have a regular call cadence with each customer wherever possible. That means good diary management is essential to plan time for follow-ups and to do’s post meeting. Since every customer is working on a unique project, it’s really important to give each the brain time when it’s most top of mind.
What interesting projects are you working on right now?
An Optimization booklet. I’m fortunate enough to work with a wide variety of eCommerce businesses all striving towards similar goals for conversion rate optimization and better customer experience. Each is using various personalization tactics and conducting A/B tests to find the optimum way to make them work for customers. In the optimization booklet I record the results of tests alongside notes by industry, context and data points so I can better inform other customers of routes they should take. Eventually it should be a very comprehensive library of best practices proven by data.
What would your top tip be for anyone getting started with personalization?
Work in implementation phases and make them manageable. The customers who make the best incremental revenue gains over the longest period of time are those that consistently deliver small projects month on month. Phases are also important to be able to accurately assess the impact of adding a new personalization feature. Doing too many things at once makes it hard to measure linear results and often means projects get stuck in limbo.
When you’re not busy helping clients, what do you get up to in your free time?
My main pursuit is Olympic weightlifting which I’ve been training in for a few years now, this year hitting a 100kg Snatch and a 120kg Clean & Jerk.
I also love live music and go to a lot of gigs – a fairly eclectic mix of genres but hip hop and techno dominate my Spotify playlists. My two colleagues in AM, Andy and Tom are very musically talented so it’s fun to be able to share tracks and trade stories from gigs.
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
