Account Manager (level 1)

1. Responsiveness

Inbound signal caught same-day. Hard problems have clear written expectations to resolution within 24 hours.

2. Effective problem-solving

The client's need flows end-to-end across every team it touches, or it gets handed off cleanly with the client knowing exactly what happens next. Loops close in writing. Hot potatoes escalate fast.

3. Building a self-healing MCP brain

Every recurring client question, every repeated process step, every cross-team seam-break gets captured into a shared knowledge base and evolved into an MCP or automation where it moves the metric. You are the primary input to this brain and its steward. This is how one person handles a book of 500 clients.

4. Bridging service and software

You're fluent in both — the client's operations and MSI's platform — and translating between them is core to the job. This runs in two directions. When a client's need can be solved in the software today, you show them, with real coaching. When it can't yet, you gather the evidence (which clients, what pain, what dollar value at risk) and route it to R&D through the RCB pipeline. And when something you're doing outside the platform is really working — a report clients keep asking for, a workflow that consistently delights, an insight that changes their behavior — you flag it: "should this exist in the platform?" MSI's not looking to bloat the product. The answer is yes when four things hold: multiple clients respond to it (not one), the dollar value is real (retention protected or expansion unlocked), the pattern is good enough that if it already existed in the platform and were removed the phone would ring off the hook, and keeping it in AI/service tooling long-term would cost or fail more than graduating it. When all four hold, you're the one who saw it first, and you route it to R&D the same way you'd route a Retention-Critical Bug. You are the mechanism that turns real client friction and real client delight into either a solved problem now or a shipped product improvement soon.

Pass: If leading metrics move and lagging signals point right, we revisit comp and additional bonus structures at day 90.

Watch: If leading metrics move but lagging signals stay flat, we look at whether R&D is delivering on the RCB pipeline and whether the play needs adjustment upstream.

Reset: If leading metrics don't move, we revisit the whole shape.

Days 1–30 — Absorb the book, establish baseline

Sit with the CGO on top-100 accounts. Start Phase 1 discovery — meaningful contact with the highest-priority accounts first. Establish week-1 numbers on all five leading indicators — these become your baseline. Start feeding MegaMind. Weekly attempt target is set with the CGO by end of week 2 based on what you can actually sustain.

Days 31–60 — Complete Phase 1 discovery and move the leading numbers

Meaningful contact with all 100 top-tier accounts by day 60 — each of them known by name, business, current concerns, and preferred cadence. Response speed dropping, resolution rates rising, backlog trending down. Start surfacing RCB candidates through the weekly R&D triage. Reactive save-attempts landing as they come in.

Days 61–90 — Enter Phase 2 and show the leading-to-lagging chain

Bespoke cadence operational for all 100 top-tier. Reactive discovery flowing into the wider ~400 book (any client raising an issue gets pulled in). First proactive discovery on at-risk mid-tier accounts. First CSAT tick, first unprompted referral, first save that would have been a churn — a client writing a positive review unprompted is the visible signal. MegaMind has demonstrably grown; other CXSM members are using entries you've fed.

Who succeeds

• Relentless about closing loops in writing. Every conversation ends with "here's what happens next, by when, from whom."
• Allergic to letting accounts drift silently. You know each top-100 client's rhythm — some weekly, some monthly, some quarterly — and you notice the moment one falls out of their rhythm.
• Believes process documentation is not bureaucracy — it's how you sleep at night and how the team scales.
• AI-fluent or actively becoming AI-fluent. Uses Claude Desktop daily. Knows HubSpot. Learns MCP tooling.
• Humble about hot potatoes — escalates fast, doesn't hero-mode.
• Can hold ~100 top-tier accounts in your head without dropping any, and triage the other ~400 by pattern.
• Comfortable with massive hands-on work. This is a doer role, not a manager role. Every day is real client issues, real process work.

Who will struggle

• Needs a rigid process before starting — this role helps build the process.
• Uncomfortable with repetitive work — some days you run the same three workflows 40 times.
• Hides from hard conversations. This job is the hard conversation.
• Not curious about AI. The efficiency gains that make this book size survivable aren't optional.

1. Customer FocusLominger #15

The whole point of the role. Not just supporting customers — dedicated to their expectations and requirements, gets first-hand customer information, uses it for improvements in products and services, acts with customers in mind, establishes and maintains effective relationships with customers, gains their trust and respect.

2. Action OrientedLominger #1

Enjoys working hard; action oriented and full of energy for the things seen as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. This is a doer role, not a manager role. Every day is real client issues, real process work.

3. Process ManagementLominger #52

Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can simplify complex processes; gets more out of fewer resources. The whole one-person-covering-500-clients thesis depends on this.

4. Interpersonal SavvyLominger #31

Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

5. Drive For ResultsLominger #53

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. The 90-day pass/fail trial and the "100 top-tier connected by day 60" milestone both live here.

6. Learning on the FlyLominger #32

Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. This is what "AI-fluent or actively becoming AI-fluent" means in Lominger terms.