CSM / Account Manager

35 skills 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 from the ticket record only, zero defensiveness.

Budget Planning Brief

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

Business Value Summary

Summarize the value delivered to a client this period in business terms — outcomes achieved, time saved, incidents prevented — as the backbone of a client-facing "what you got from us" story.

Churn Save Deep Dive

When a client says they want to leave — an unflinching full-history analysis of what went wrong, what we did well, and the honest talking points for a win-back conversation.

Client Health Report

Summarize one client's support health for a period — volume vs the prior period, recurring issues, noisy assets and users, SLA performance, and two or three recommendations. Weekly or ad-hoc.

Client Offboarding

Run a clean client exit — data handover, access revocation on both sides, final billing notes, and the documentation package — as a tracked checklist that protects both parties.

Client Onboarding Runbook

Take a newly signed client from MSA to service-desk readiness — boards and routing, contacts loaded, documentation intake, monitoring confirmed, and welcome communications — as a tracked checklist with tickets.

Client Risk Scan

Scan the whole client portfolio for at-risk accounts using four signals — declining sentiment, aging tickets with no response, recurring issues without root-cause fixes, and unresolved high-priority incidents — and rank the top candidates.

Client-Facing Device Report

Produce a sanitized device inventory and health report a client contact can read — counts, health summary, and risks in business language, no internal jargon, no raw tool output. Use for "send <client> a summary of their devices" or QBR fleet slides.

Contract Renewal Routing

Catch contract renewal and expiry notices landing in the service queue and route them to the right owner — retitled to a standard, moved to the sales/AM board, with context attached.

CSAT Follow-Up Loop

Close the satisfaction loop after a ticket closes — make sure the CSAT ask went out (native survey or a form link), pull the response back into the ticket as a note, and flag detractors to a lead the same day.

CSM Weekly Ritual

A CSM/vCIO's weekly account runbook — proactive outreach pass, sentiment-decline watch, meeting prep for the week's calls, and an expansion-scan skim — run when a CSM says "run my weekly", "prep my account week", or "what do my accounts need".

Cyber Risk Posture Review

A client's security posture needs reviewing — combine the cyber risk dashboard, identity data, open detections, and incident history into a posture summary with the top ranked risks.

Difficult News Delivery

Draft the message no one wants to send — data loss, an unrecoverable state, a security exposure — factual, empathetic, and pointed at the path forward, under strict defensive-writing rules.

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 a charge or questions an invoice line and you need to reconstruct the work evidence from tickets and time entries, then draft a factual response.

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 multiple Liongard inspectors — identity risks, EOL exposure, cert and domain hygiene, and config drift — as a dated, sourced evidence pack the QBR deck can stand on.

Meeting Prep Brief

Rapid pre-meeting brief on a client — open items, recent wins and misses, sentiment, likely topics, and landmines — for "I'm meeting <client> in 30 minutes, prep me."

Monthly Security Report

Produce a client's monthly security digest — incident and alert counts by type, notable events, posture trend, and recommendations — ready for the client edition or the internal review.

MSA Change Management

Work through what an agreement change — tier, scope, seats, sites — means operationally: what changes on the desk, who must be notified, and how effective dating is handled.

New Client 30-Day Review

Friction check on a client's first 30 days — early recurring issues, expectation mismatches, and onboarding gaps — so problems get fixed while the relationship is still forming.

Notion QBR Page

Assemble a QBR pre-read for a client as a Notion page — ticket volume vs prior period, top issues, SLA picture, and recommendations, with data views where a database backs them. Use when asked to "prep my QBR in Notion", "build the pre-read for <client>'s business review", or "QBR page for next week".

Phishing Simulation Program

Plan or coordinate a phishing-awareness simulation campaign for a client — scope, cadence, lure difficulty, a no-shame reporting culture, and keeping the desk's triage from colliding with the simulation.

Post-Churn Autopsy

After a client terminates — reconstruct the causes from ticket evidence, extract the lessons, and identify the early-warning signals we missed so the next departure is caught in time.

Price Increase Letter

Draft the client notice for an agreement price change — value-first framing, a clear effective date, and an honest one-line rationale — gated behind account-manager approval before anything leaves the desk.

QBR & SBR Prep

Prepare an internal brief before a quarterly or strategic business review with a client — volume trends, recurring issues, high-effort work, sentiment, opportunities, a suggested agenda, and the questions the client is likely to ask.

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 asks for something outside their agreement — a helpful no that shows the path to yes (quote or agreement change) and loops in the account manager.

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 the evidence of prior attempts actually exists.

vCIO Weekly Proactive

Answer "which three clients should I proactively contact this week and why" — pick the highest-leverage outreach targets from live ticket signals and give a reason and an opener for each.