CSM / Account Manager

Tagged for this role. New here? See the CSM / Account Manager guide for the features and rituals that go with these skills.

Bad Review Response Prep

After a poor CSAT score or negative review, prepare internal talking points plus an external response draft — facts only, zero defensiveness.

Budget Planning Brief

Prep a client's annual IT budget conversation — hardware refresh forecast, license spend, and project pipeline — from tickets, assets, and roadmap items.

Business Value Summary

Summarize value delivered to a client this period in business terms — outcomes achieved, time saved, incidents prevented — as a client-facing story spine.

Churn Save Deep Dive

Analyze a client's churn intent using full ticket history to surface what went wrong, what worked, and honest talking points for win-back calls.

Client Health Report

Summarize a client's support health for a period — volume trend, recurring issues, noisy assets, SLA performance, and a few concrete recommendations.

Client Offboarding

Run a clean client exit checklist covering data handover, mutual access revocation, final billing notes, and the documentation package for both parties.

Client Onboarding Runbook

Take a newly signed client from MSA to service-desk readiness: boards, routing, contacts, docs intake, monitoring, and welcome comms as tracked tickets.

Client Risk Scan

Scan the client portfolio for at-risk accounts using declining sentiment, aging tickets, recurring issues, and unresolved high-priority incidents; ranked.

Client-Facing Device Report

Produce a sanitized device inventory and health report a client contact can read — counts, health, risks in plain business language, no raw tool output.

Contract Renewal Routing

Catch renewal and expiry notices in the service queue and route them to the right sales or account manager, retitled and moved with context attached.

CSAT Follow-Up Loop

Close the CSAT loop after ticket closure: confirm the survey went out, pull the response into the ticket as a note, and flag detractors to a lead.

CSM Weekly Ritual

A CSM or vCIO weekly account runbook: proactive outreach, sentiment-decline watch, meeting prep for the week's calls, and an expansion-scan skim.

Cyber Risk Posture Review

Review a client's security posture using the cyber risk dashboard, identity data, open detections, and incident history, ranking the top risks.

Difficult News Delivery

Draft the message no one wants to send — data loss, unrecoverable state, security exposure — factual, empathetic, and pointed at the path forward.

Expansion Opportunity Scan

Mine a client's ticket history for expansion signals — recurring issues that justify a project or upsell, and training gaps that justify a service offering.

Health Score Reconciliation

Reconcile a client's own health or satisfaction scores against our ticket reality — where their perception and our data agree, and where they diverge and why.

Identity MFA Health Check

Review a client's identity hygiene — MFA coverage, privileged accounts, and stale accounts — and return ranked findings with remediation recommendations.

Invoice Dispute Investigation

When a client disputes an invoice line, reconstruct the work evidence from tickets and time entries, then draft a factual response backed by the record.

IT Roadmap Builder

Draft a client IT roadmap from their ticket history plus asset and posture data — what to fix, upgrade, and invest in, organized into investment tiers.

Liongard QBR Evidence Pack

Assemble QBR-grade posture evidence for one client from Liongard inspectors: identity risk, EOL exposure, cert/domain hygiene, and config drift.

Meeting Prep Brief

Rapid pre-meeting brief on a client — open items, recent wins and misses, sentiment, likely topics, and landmines — for meetings starting in 30 minutes.

Monthly Security Report

Produce a client's monthly security digest: incident and alert counts, notable events, posture trend, and recommendations for client or internal review.

MSA Change Management

Work through what an MSA change in tier, scope, seats, or sites means operationally: desk updates, notifications, and how effective dating is handled.

New Client 30-Day Review

Friction check on a new client's first 30 days — early recurring issues, expectation mismatches, and onboarding gaps — fixed while the relationship forms.

Notion QBR Page

Assemble a client QBR pre-read as a Notion page — ticket volume vs prior period, top issues, SLA picture, and recommendations with data views.

Phishing Simulation Program

Plan a client phishing-awareness simulation: scope, cadence, lure difficulty, a no-shame reporting culture, and desk triage that doesn't collide.

Post-Churn Autopsy

After a client terminates, reconstruct causes from ticket evidence, extract lessons, and identify early-warning signals so the next churn is caught early.

Price Increase Letter

Draft the client notice for an agreement price change — value-first framing, effective date, honest rationale — gated behind account-manager approval.

QBR & SBR Prep

Prepare an internal brief before a quarterly or strategic business review — trends, recurring issues, sentiment, opportunities, agenda, likely questions.

Renewal Prep

Build a pre-renewal readout for a client — service record over the term, open risks, the value story, and prep for the pricing conversation.

Scope Pushback

Draft the reply when a client requests something outside their agreement — a helpful no showing the path to yes (quote or agreement change) with AM loop.

Sentiment Decline Watch

Find clients whose sentiment is trending down, show the evidence and the specific conversations driving it, and draft suggested outreach for each.

Stakeholder Map

Map who matters at a client — contacts organized by role and influence as evidenced in ticket interactions — and where our relationship coverage has gaps.

Three Strikes Final Email

Draft the final "we're closing this ticket" email after three documented contact attempts with no client response — only when evidence exists.

vCIO Weekly Proactive

Pick the three highest-leverage clients to proactively contact this week from live ticket signals, with a reason and a suggested opener for each outreach.