Service Account Manager
Overview
This workshop provides support and technical account managers with the relationship skills and account management tools they need to proactively increase customer loyalty, generate new business and improve their confidence when working with senior executives. In this highly-interactive workshop participants will learn the skills to become a top performing account manager and have the confidence to deal effectively at all levels within their accounts. They will be provided with tools that will allow them to develop trust while effectively managing relationships within their accounts and their own organisation. Attendees will have the chance to plan and practice real-life situations with their key accounts.On completion of the class, students will be able to define the benefits of effective support account management to the customer, the company and the account manager, understand the four core competencies of top performing account managers and their critical expectations, handle escalations effectively and efficiently, understand clients' buying processes and establish trust to build strong client relationships. The class also teaches influencing and presentation skills.
Course Modules
- The Brilliant Service Professional
- Advanced Communication Skills
- Managing Objections & Escalations
- The Trusted Advisor
- Building Business Acumen
- Developing Business
- Managing Strategic Accounts
Delivery and Duration
This course is available as a public or closed class. The workshop duration is two days taught in a classroom environment or as four half-day sessions online. See our calendar for the public class schedule.More information
To request a course brochure, please complete our Contact Us form.
Click here for public class dates.
201 Comments
The Service Account Manager class is an invaluable addition to any Customer Relationship Professional’s tool belt, covering a wide array of topics and situations that could arise when dealing with customers. The activities were great for putting the notions into practice and facilitating insightful discussions, and also illuminated areas for growth and improvement. As for Steve, he is knowledgeable, witty and charismatic, and he was highly effective at delivering the key points. All in all, it was an excellent experience and I can’t wait to put these new insights into good use!
Bonus points: Shipping the training materials to our home address and the gift-book were a really nice touch! Thank you for making this a 5* service!
I’d like to give many thanks to Steve for teaching us the very interesting and also hands-on training. I thought that it was not easy to conduct such an interactive training via online and especially one of the trainee from the other side of the planet.
Steve always cared us and we could engage ourselves in the training through the 4 days.
I’m working for a client who seems unhappy though he hasn’t even started PLM implementation, but during the training I found myself I realized they’re probably in Unconscious Incompetence stage. Then I began to know how to help this customer.
I’ll put into practice what we learned to make a better difference going forward. Thank you for your training!
Very useful no matter if it’s for a starter or as a refresher for the experienced one. Many practice tips provided and taught out of experience. I would have skipped the sales part or at least reduced but it’s probably worth seeing how they think. The super salesman video was too long, though.
Anyway, I enjoyed the training.
Steve is a wonderful host and trainer. Really appreciate the time and effort he invested in us. He presented the material really well and uses a great amount of real life situations.
Steve was great, always had time pre/post training for additional questions and always gave tips and advise if it was requested of him.
As someone new into client/exec management this course gave me so many valuable lessons in approaching it, and eased off a lot of anxieties i have when thinking about client relations!
Thank you so much Steve and good luck.
Great training and Steve was really great, engaging with the group and making it interesting.
Steve is a phenomenal instructor!
I appreciated not only the material itself and the skills that were taught as part of the course, but also Steve’s willingness to take the class’s feedback into account in real time and adjust the course accordingly, such as having a side lesson on mind mapping.
Having next steps for further reading and development also encouraged me to follow through with the understanding that this course isn’t a one-off process.
This training session was difficult for me because my English level is low. But I captured a lot of topic and I have the book to retrieve all information.
Thanks a lot Steve !
Steve was great! Connected and related content successfully with real life examples. Very effective.
The training was really structured and well explained. Thank you Steve for the outstanding training.
Steve is a good trainer who gives clear and simple examples to understand the necessary concepts
Excellent course and delivery -thank you, Steve!
Very good training. Teachers expertise and experience was great and he had a great way to present.
very good trainer, had fun
This was a real eye opener for me. I think I understand better now what value I add to the team and will try to develop my work now.
Good mix of material and reinforcement activities. Lots of knowledge pertaining to my current role, both within and also beyond my core functions.
Excellent presentation.
It was a fantastic class. Steve is an awesome presenter who made me enjoy the entire course.
I would highly recommend him to other colleagues.
I thought this was a really good course, I would recommend to others but not as a new joiner, maybe at least 6-12months in. It was well presented and the break out sessions really helped to reinforce the learning.
Steve is a great presenter. Especially I liked that he illustrated the training content with practical examples which was very helpful. Although I prefer on-site trainings I was impressed by the professionalism of how the training was delivered online, such as using remote break-out rooms which made interacting with other particpants very easy.
The course was very effective, presented well and very relevant to my current role. I would definitely recommend the course colleagues and to other contacts.
I really enjoyed the course. I think it is well planned and laid out, easy to follow. The trainer used a good range of visual and discussion/tests based activities which brings Ideas to adapt and to implement. Lots of interesting topics discussed with specific and targeted advice, it felt relevant and tailored to the group. In regard of ‘remote’ course, it can be a bit exhausting but Interactive and enjoyable.
Extremely beneficial training and delighted to have benefited from all the knowledge presented from Steve. Without a doubt, I will refer internally the positive feedback to our management to ensure further members of the team may benefit. Top notch.
there are some part of these soft skills which i found interesting the active listener, comprehensive listener…… I really loved the financial aspect as this is can help provide business acumen, this is the biggest value to me as no one teach you this unless you are on a specific course.
Steve is such a knowledgeable and experienced instructor that he has broadened my horizons through this training. My goodness, the things I didn’t know. I really enjoyed this training. And worked well with Zoom. Would love to have another training session with Steve.
I really find this training useful. It was my first online training and I think it will not be my last one 😉
Incorporate ‘young generation’ technologies.
It was really useful 🙂
Very good explanation skills. Very good explanations out of real practice.
Good content, good food and Steve wasn’t bad either 🙂
Great, was a great class.
Excellent course. Would recommend. Thank you!
Nice pace, empathetic use of breaks throughout. Pleasant chap, engaging content and exercises. Lunch was exceptional on both days!!Worth chasing this supplier for future courses in Cork. FYI Brooks catering chose Bitesize for lunch on both days!
Would have liked to see more references to the SaaS world, customer success, cloud computing.
Steve was a very good instructor, he has very good communication skills and very professional. I will recommend this course and future courses.
It was great training. Very interesting, professional, very well prepared and delivered. Thank you
Steve was a great instructor, presented and engaged very well and kept the whole class concentrating with different activities. I am the first from Pure and will highly recommend. The course has given me insight what to expect and develop myself too.
I really enjoyed the 2 day training. Some areas I found didn’t relate to my role currently, however they definitely would be areas I would want to aim towards as I develop in the role. Steve was very engaged and presented well.
Thank you Steve for your time and passion. Appreciated you adapting the content to suit our need!
We were lead through this course by a true knowledge expert full of practical experience.
Thanks a lot Steve. Very professional & the materials were very well presented. would love to take more of your courses if they pop up in the future. Best of luck and I’ll see you around. I will make sure to connect on LinkedIn.
This course is a very effective course that will for sure improve myself as a CSM going forward. Thanks
In module 2 change the pre-recorded messages. Steve was very engaging and I got a lot out of this course.
Some great tips and real life experience to assist with SAM role. Thanks
Some parts may not have been exactly relevant to the VMWare SAM role however all aspects of the course taught great life lessons also. Thanks for taking us through the mind mapping piece.
Very useful tips on mind maps.
Found the course engaging and interactive. Will takeaway skills and practice going forward.
Perfect content for support role
Cheers Steve!
Excellent, thank you!
Thanks!!
We should have reviewed course content in more detail prior to booking to course as some content was not relevant. Steve did an excellent job adapting on the fly!
Course and presenter are of course qualified. Though takeaways (not all but many) from the class are not applicable to my current job role. Steve, by all means Rocks!!
It would be helpful if you send students an email a day or two beofre letting students know what topics will be covered. That will allow students to understand what to expect from the session. Other than that all good, thank you so much.
Very insightful class, have definitely gained some skills & knowledge to take back with me. Great instructor, would recommend to all of my colleagues.
An assessment test would be nice! Great course, thank you.
For our ORG, we are transitioning from Tam – SAM. Cuurently the TAM is doing everything and overlapping with support frontline and sales. Some tips from JD will help to start addressing this. Thanks
Some screenshots are too small to read, otherwise Steve is an excellent trainer, thank you.
Please add page number to responses being handed out seperately. The course has made me realise that my current job description might lead to confusion as the SAM role shuold be seperate to the presales role, so this is something I will report back to [.]
Steve was very entertaining and informative. I very much enjoyed his class.
Outstanding instructor, I had a blast! Looking forward to apply this in my line of work.
Second SGSA course. I love these.
For vocal analogies – not every CEO , SVP and Director is male lol! Brilliant course!!
Steve is an amazing presenter. The information was delivered in a clear way and very effective. Examples are very useful. Training applicable to my daily job.
Having waited 2.5 years to get on the course, it lived up to expectations. A very thorough aproach to topics I see on a daily basis.
The course couldn’t have been more appropriate for both my role and my experience in the role. There’s so much information i can take away to improve the way I work, but also information that will help my peers. GREAT COURSE!
Very good presentations. Easy going. Useful even if my current role isn’t SAM!
Brilliant, many thanks! Good job.
It was a very good training class. You can tell that it took a lot of effort and experience for the trainer to deliver the high quality materials. Very well done! Brilliant!
Excellent course. Gives good insight into account management for large customers
I was very satisfied with this course and i feel that i will be taking away some great new tips that will help me in the future. Unfortunately, the course was not too relevant to my role, but Steve was very aware of this and did his best to make it as…
Many sales topics that don’t refelects the reality for a support account manager. verygood the soft skills part and the activities.
Well organised with appropriate breaks (at the right time & of right length). More role playing and using concepts/knowledge would help.
Great course really relevant to me, would have been great to attend this course a year or two ago.
Could be pushed to 3 days and include complex problem solving. great delivery as always.
Day 2 was most useful for me as it dived more into the strategic and business awareness aspect of SAM
I really enjoyed the course. I learnt some great ideas and skills that I will bring back and look forward to putting into practice.
I felt like this course was designed for me and will definitely try to attend some others as well.
Class was delivered very structured and of very good quality.
I would like to thank you Steve for delivering the training in a way that I am now able to take key points back to the office to support me and my clients. Regards, Lawrence
Thank you again Steve.Yet another great course. I can use all of this to create the new Global DSE program for RSA.
I found the course to be very beneficial in gaining a better understanding of what a SAM role involves.
Useful role-play but maybe could have been more for in-experienced SAMs.
The subject matter and exercises were very engaging and very relevant to our role.
As always very useful course. Will help me to make a decision to move in this new “SAM” role.
Thanks for this fabulous course!
An excellent and very informative course. It confirmed some things that I am doing right in my job but also pointed out problem areas and what I can do to fix them. Many thanks, Steve.
Absolutely interesting, refreshing! Awesome experience
Useful training supported by many real life example. Opportunity for future improvement/training in my job
Great training that I would recommend. It will be very useful for my day to day work.
Topics covered + practise sessions very relevant. Have provided a confidence boost + information to help me succeed
Excellent training course that I will certainly recommend to my colleagues. More case scenarios should be used if possible.
Excellent presentation. I enjoyed the personal experiences of the presenter. Will definitely take other courses with you!!
Great stuff, gave me a lot to think about & a lot of ideas.
Many thanks to Steve for his professionalism, good mood and excellent skills and knowledge on the subject. This is my second course with Steve and I could say he is getting better and better!
Very good tips/recommendations. simple, but challenging exercises. Very relevant to our business. Too much food, but I guess I was being too enthusiastic. Very good in any case. all was good!
Very important training with a very knowledgeable and responsive instructor who is coming from this business – highly recommended. Thank you very much!
Excellent course, brought to life with many world examples.
Precisely what was needed, excellent teaching.
Class was very apt. The instructor engaged everyone in class. Materials were good.
Very insightful. Provided a framework. Approach to issues were very significant.
The training was very helpful and I enjoyed learning. All the best Steve!
1. Effective class. 2. Materials are precise. 3. Good class!!
Very interactive. The relevance of the content is bang on.
Privileged to attend the session.
Very well presented; nice content.
Steve is very experienced in his field and shared some of his experiences that I could relate to in my working environment.
Great class, I’m sure I’ll be able to apply most of the suggestions in my daily job. Perhaps the duration of the class is a bit too short for going through all modules.
Great course again Steve. Thank you
Very important skills and tips for the role. Especially for building relationships with the customers. Good balance between role playing/exercising, etc. Thanks!
Great 2 days, very informative and great skills learned! Many thanks to Steve for fantastic presenting, allowing for the information to be easily learned, adapted and utilised.
The course is very valuable in teaching the skills required in my position. Very well laid out material. I will recommend the course to all relevant people.
Good balance of learning styles + materials – content delivered with right amount of pace. Some content not as applicable to my role, but as a generic SAM would be v. relevant. Excellent delivery & found Steve to be very motivational. Thanks!
I find things stick in my head if I do them practically, therefore the role play I thought really imbedded the knowledge in my head. I learned a lot of useful tips and gained a lot of knowledge that I will definitely use in my role as an Account Manager.
Probably one of the most valuable class I have taken as it unveiled potential. I go back home with homework and new ideas.
Great presentation and very knowledgeable in the subject. Enjoyed the course and has given me a better direction in my current role.
Although my role is not a SAM, I will definitely be taking around 80% of the course away with me and applying the concepts to my role as PGBU Escalation Manager. Thank you for what was a very enlightening and interesting course.
Would be great to have more time. More role playing.
Great course, great presentation of the material backed up by real world experience and references. Very valuable. Location very good. Hotel and food spot on!
This course is a good consolidation of best practices and techniques. Some chapters are more interesting than others (2-5-6?) because of segmentation and responsibility..? at PTC (which is great to manage big deals and WCC)
Great course with lots covered, I’ve really learnt some new techniques to apply in my role.
Liked the 30″ elevator pitch a lot. Useful to think about. Also the what-why-benefit thinking. Great!
I would recommend this course to many other levels colleagues.
Very good content, our management should take this class as well. TRUST > VISITS > TRAVELS
This class helped me very much with better understanding my 3rd level manager’s perception of what HP support is. Thank you many times! Communication skills are indeed tremendously important. I would very much like to have a chat with you again some time
Very interesting ‘inside’ stories
The presenter made a very good job it was very good to listen to him and the answers are very good also his explanations. Thanks
Very good instructor/speaker!
This can be a very useful course, mainly if not familiar with many of the communication/customer relation techniques. Thank you very much for delivering the course!
Materials/Class/Instructor are great, even though I think it is too much info for 2 days.
The class provided very valuable tools for improving my soft skills and business savvy. Instructor (Alex) had a relaxed and fun communication style that made the information palatable.
Great job overall. It is a lot of material to cover and the long hours might prove a challenge to the presenter to keep the audience focused. Certain techniques will be very helpful, especially those to improve business acumen.
Very relevant skills & techniques for our jobs and roles. Great presentation and very engaging presenter. Well done!
Every role related to relationship should get this. I found it very, very useful for me.
Very good class. While some of these topics are a repeat, others were new ideas and concepts that I plan to use.
Great stuff!
Thank you, it was a very interesting training.
The trainer has a lot of energy!!!
Great instructors!
Very useful information, by setting standards and “best practices” of which I had “sounds” before, but not always clean definitions. This has been the main contribution to my skills.
I would really like to see more hands on, role based activities in the sessions so we get to practise what is being presented and get instant feedback.
Excellent training, instructor and course material. I liked the live discussions and the real life examples/experience brought in by Steve.
Great instructor, thank you!
Fantastic instructor. Module 7 on account planning not applicable to our support job. This is a sales endeavour.
Thank you Alex, the course was great!
I loved Alex’s approach to teaching and excellent dynamism during the presentation. Time passed really quickly. A lot of hands on! Loved it! Thank you!!
Good class & it was aligned with our roles.
Enjoyed the class & group activities.
Class was well presented and very applicable. Thanks!
Thank you for making it fun. I liked the Canadian jokes. Ha! 🙂
Really enjoyed the exercises! Well laid out and interesting course. Sometimes there were a few more people who wanted to comment on things before moving on.
Crisp, Clean, Concise.
He did a very good job of making the material relevant.
Great job! Thanks
Good class, looking forward to email list of books.
This was a very effective class. Alex made it interesting and relevant! I hope and expect others to get a lot of useful information from this class.
Great class!
I thought Jeff’s presentation was very informative, useful. For those already familiar with Premier it was a good refresher and clarification on some points of the portfolio. For someone who knows nothing about Premier it was a solid introduction.
Great class interaction and I like the suggestions on how to follow-up, after the class ends. Alex did a great job!
Alex was a great instructor. The information conveyed was actually more valuable than similar classes I have taken in the past!
Amazing class! Highly recommended! Eye opening, lots of tips/tricks/tools. Amazing instructor – he knows his stuff! Perhaps pitch in more details on the advanced class for this topic (or related classes)?
Class was very good and Steve presented it excellently as usual. Will definitely recommend.
It was interesting to re-take the class after 6 months on the job. I was able to take in more this time.
Steve is an excellent teacher. I’m very match motivated to start as TAM.
Good course and well presented. Presenter needed to be informed about our current and job change, but this is HP’s fault.
More relevant to ESM’s as opposed to TAMs.
Very well lead training, which gave me good tips and tricks on account management. Will definitely look at more courses which they offer. Thanks to Steve and Isabel.
Excellent Instructor + an eye opening course as to best practices.
The class was very well organised & interactive. Some topics were all ready familiar but the content of the class was a new approach which worked better for me. Good job – good course.
Very useful training. Good presenter.
I liked that the training material has an educational design structure. Used good examples to explain different points.
Company is not yet at the point of implementing the SAM program. Very good class for personal development.
I think over time a more tailored course would be good for colleagues. Also saw some other courses that may be of use.
The instruction was excellent as he could present the topics well. I believe the class to be of 3 days and the 3rd day could cover more of role-plays and practise to emphasize the concepts learnt.
Module about finance was good.
Steve was an engaging trainer. Some of the modules were brilliant, some not so relevant for my role/company. I have learnt new things that I shall put into practise – which is the point.
The course covered a lot of interesting topics that I am now looking forward to put into practice.
Very good course and presented brilliantly.
I thought the training has given me great opportunities to grow in my job. Thank you!
Great course, thought the Sales chapter might be a bit too long though.
Good presenter & good experience.
I found this class really helpful and would recommend anyone in the SAM business to consider it. I could relate to everything that we spoke about in the class. Really good.
Very valuable class to me as I am new to the role. Some of the information might not be immediately useful to me but I expect I will go back to those aspects later and they will come in useful.
I didn’t expect to receive a training which is so perfectly fitting to my job as a Service Account Manager at Novell. Thanks so much for sharing your knowledge! I will send all my SAM colleagues to you -> if they want 🙂 Regards, Marion
I found the course extremely applicable to my own job and was delighted to find solutions to all of the hindering factors to my relationship with clients, Steve is extremely personable and helpful and as I found at the last course they are extremely effective
Good mix of materials and workshops
A lot of content is valuable on a more general basis, helpful for career development. Focus on sales leads/opportunities probably not too the relevant to the extent covered. However, one of the best trainings I ever attended! Thanks a lot.
Being a technical person, it was good to get some real “tools” to use in the Risk Analysis + ROI modules.
Good stuff. Thank you.
I thought Steve provided a list of simple, but very thought provoking concept that I will use in my day to day job.
Having only been an Account Manager for a short period, I hoped to learn a great deal about the skills I can develop to assist me in my new role. I feel this course has really helped with this.
A thoroughly enjoyable and beneficial 2 days that I believe will help me improve the TAM service in the accounts for which I am responsible. Thanks Steve.
Very interesting and helpful training.
Excellent course Steve! I’ll certainly recommend you! Thanks again for the excellent training. I can say on behalf of the others from PTC – all were very positively agitated 🙂
Take Care!
Very good training. I will recommend it.
Fantastic. Jim is a wonderful trainer. In particular I like the way he provides tools that can be used, rather than just concepts.
In UK office we don’t have SAMs as per this training – more major account responsibility. Global support team might be more in this direction. The course was very useful in defining the SAM role and I will be able to extract the bits that I need now wit
Good setting of the course, layout. Helpful tools and people.
Excellent presentation skills. Excellent animation skills.
Business acumen very interesting. Identifying specific roles on the company will be very helpful.
Great class, great instructor. Thoroughly enjoyable and great tools… I’d suggest de-emphasizing sales a little bit, but overall I thought the balance was excellent!