Welcome to Episode 144. In this episode, Jenny Plant discusses how account managers can remain indispensable in the face of AI's transformative impact on marketing. 
She explores the current AI landscape from the perspectives of clients, agency owners, and account managers, introducing her Four P's framework for integrating AI into account management. 
The episode highlights real-world examples of AI applications, the importance of developing AI skills, and common pitfalls to avoid. Jenny concludes by emphasizing the necessity for account managers to lead the change in their roles as AI continues to evolve.
The AI-enabled Account Accelerator is my flagship training and coaching programme that’s designed to help agencies unlock consistent client growth and retention – powered by both proven strategy and smart AI integration. This isn’t just theory. Past participants have seen up to 45% growth in revenue from existing clients.

You’ll learn how to:

Spot the best opportunities to grow your accounts faster
Catch and fix client issues before they escalate
Use AI to prepare for meetings, summarise calls, and personalise comms
Share fresh ideas with confidence and keep your clients loyal and happy
Apply a repeatable, strategic process that your whole team can follow

Whether you join the 12-week Sprint or the one-year programme, you’ll walk away with practical tools, coaching, and ongoing support. It’s for anyone who is managing client relationships and tasked with retaining and growing the account.

The next intake kicks off on 16th September 2025 and we’ve already taken confirmed bookings. Visit the Account Accelerator training page and find out more or book a quick call with me to discuss if it’s the right fit. https://www.accountmanagementskills/account-accelerator

Welcome to episode 143. This episode continues our theme of AI integration into the agency business operations. My guest is Heather Murray, a generative AI expert, Top 5 MarTech influencer globally, international speaker and Founder of AI for Non-Techies (award-winning AI training and learning hub). Regularly featured in Forbes magazine, Heather brings energy and enthusiasm to the world of AI. Her accessible, jargon-free approach helps people overcome confusion, reluctance and fear when it comes to where to start. Heather has formed powerful working partnerships with the likes of Toyota, Mitsubishi and Salesforce, and drove $75m in client pipeline in 2023, all with the help of AI. Passionate about purposeful business, Heather uses 20% of all profits to run grassroots community work with isolated elderly people.

Following my AI for client retention and growth webinar in July 2025, I’ve had lots of conversations with agency owners and account managers who are starting to embrace AI in their daily workflows.

Here's what we cover in this chat:
- Why agency owners don’t need to be tech experts to thrive with AI 
- How AI can help you deliver more value to clients without burning out the team
- The risks of ignoring AI - and how to start experimenting safely and smartly

if you're thinking, "I really need to get serious about using AI in my account management role," then let me tell you about something coming up that could be perfect for you if you’re listening to this before September 16th 2025.

The AI-enabled Account Accelerator is my flagship training and coaching programme that’s designed to help agencies unlock consistent client growth and retention - powered by both proven strategy and smart AI integration. This isn’t just theory. Past participants have seen up to 45% growth in revenue from existing clients. 

You’ll learn how to:
✅ Spot the best opportunities to grow your accounts faster
✅ Catch and fix client issues before they escalate
✅ Use AI to prepare for meetings, summarise calls, and personalise comms
✅ Share fresh ideas with confidence and keep your clients loyal and happy
✅ Apply a repeatable, strategic process that your whole team can follow

Whether you join the 12-week Sprint or the one-year programme, you'll walk away with practical tools, coaching, and ongoing support. It’s for anyone who is managing client relationships and tasked with retaining and growing the account.

The next intake kicks off on 16th September 2025 and we've already taken confirmed bookings. Head to https://www.accountmanagementskills.com  to find out more or book a quick call with me to discuss if it’s the right fit.

Welcome to Episode 142. I'm chatting with Steve Guberman. With over 25 years in the creative, marketing, advertising, and public relations industry, including a decade spent running and eventually selling his own successful agency, Steve now channels his expertise into coaching agency owners. As the founder of Agency Outsight, Steve helps owners unearth their challenges, define their goals, and conquer them all, enabling them to build and run the agency of their dreams.

During this chat, we cover the biggest challenges agency owners are facing today, namely:
- pipeline pressures
- the impact of AI
- the hot topic of niching
- why strong account management remains key to the growth and longevity of your client relationships
- the powerful impact of humility and empathy in agency leadership
- and practical advice on initiating meaningful conversations to re-engage with your clients. 

You can connect with Steve Guberman via LinkedIn: https://www.linkedin.com/in/agencycoach/  or https://www.linkedin.com/company/agency-outsight/
And find more information on the Agency Outsight website: https://www.agencyoutsight.com/   and podcast: https://www.agencyoutsight.com/podcast/

You can find more podcast episodes, more details about my account retention and growth training, and subscribe to my newsletter on my website: https://www.accountmanagementskills.com

Welcome to episode 141. I'm chatting to Brett Harned, a consultant, coach, and author with 20+ years of experience leading digital and creative teams. He helps organisations solve people, process, and culture challenges with a strategic, human-centred approach. A longtime voice in the PM community, Brett founded the Digital PM Summit, wrote Project Management for Humans, and shares practical insights at BrettHarned.com.

If you've ever wondered whether account management and project management should be separate roles in your agency, or maybe how AI might be reshaping both of these roles, then this episode is packed with insights for you. 

We talk about: 

·         what makes a successful hybrid AM-PM and why it's so hard to find one·         the structure and support needed to make hybrid roles work·         how to start separating AM and PM roles without blowing up your team or your client relationships·         what agencies need to do now to adapt to AI·         the project-based future of our industry·         and why focusing on people not just process or tools is the secret to great project delivery. 

 

If you are currently navigating the complexities of the AM/PM roles in your agency, or you're thinking about making the switch, then why not come and join Brett and I, and David C Baker, for the annual AM and PM seminar in Atlanta on 23rd & 24th September 2025. 

And, if you want to stay ahead on topics like this and anything to do with client relationship management, agency growth, and the ever-evolving role of AI, then make sure you're signed up to my newsletter, in which I share practical tips, new podcast episodes, updates and mini trainings. 

Visit my website to subscribe and there you’ll also find my AI-readiness quiz. https://www.accountmanagementskills.com

Welcome to episode 140, with Laura Smales, Client Services Director at Creative search marketing agency, Rise At Seven.

This episode is going to be particularly interesting if you are a CSD in an agency and curious how another one operates.

Here’s what we covered in this episode:

How Rise at Seven differentiates themselves from other agencies

Why Laura and her client service team prioritise solving the client’s biggest business challenge and how her team works with their internal craft and strategy team

Laura also shares how the agency won over global clients and have extended their global footprint beyond the UK market to Europe and the US

A walk through their proprietary AI-driven methodologies and tools they use to help get clients the demand or discoverability they want

Laura’s practical tips for what makes a superb account manager in this AI-driven world and how to build trust and relationship stickiness with your clients

Do reach out to her on LinkedIn, if you’re keen to learn more about how Rise At Seven is shaping global agency-client partnerships. https://www.linkedin.com/in/laura-smales-0a053650/

And if you're curious about how AI can support account managers not only in retaining clients but also in growing global accounts – don’t miss my upcoming live webinar on 10th July 2025. You can register here: https://us02web.zoom.us/meeting/register/HqfuUMsbSDu_qKpnhZhlEg

Welcome to episode 139. 

My guest is Blair Enns - a globally recognised author, speaker and the founder of Win Without Pitching, a sales training company that has transformed how creative professionals position and sell their expertise

Blair is the author of three books;

o   The Win Without Pitching Manifesto, a rallying cry for creative agencies to stop giving away their thinking for free.

o   Pricing Creativity, a guide to pricing your work based on value, not hours.

o   And now, his latest book - The Four Conversations a model for selling expertise

If you’ve ever felt stuck in the sales process, unsure how to talk about money, or like you’re chasing clients instead of leading them - this episode is for you.

You can connect with Blair Enns here: 
LinkedIn: https://www.linkedin.com/in/blairenns/
Website: http://www.winwithoutpitching.com/
Books: https://www.amazon.co.uk/Books-Blair-Enns/s?rh=n%3A266239%2Cp_27%3ABlair%2BEnns

Welcome to episode 138. If you’re managing client relationships - or leading others who do - this episode is packed with practical advice. 

I’m joined by David C. Baker, widely regarded as "the expert's expert" in the marketing agency world. David has advised over 1,000 entrepreneurial experts through his consulting firm, Punctuation, which he founded back in 1994. He's the author of 7 books, including the influential "The Business of Expertise" and "Secret Tradecraft of Elite Advisors," and his latest book “Selling your professional services firm”. His insights have been featured in The New York Times, Wall Street Journal and numerous other publications. As the co-host of the popular "2Bobs" podcast, David regularly shares his expertise on agency management. With decades of experience working with marketing services firms, David brings unparalleled insights into the nuanced relationship between account management and project management - which makes him the perfect guest as we prepare for the third annual Account and Project Management event in Atlanta in September 2025.

Here’s just a handful of the things we covered:
• Why growing the account is the primary role of an account manager - and why order-taking isn’t enough (particularly now)
• The healthy tension that needs to exist between AMs and PMs - and what happens when one person does both
• Why strong account managers read the room - not just run the meeting
• How to lead clients without being pushy - and why honesty is your best sales strategy
• Practical tips for handovers, managing workload, and setting account managers up for success
• And why account managers can - and should - lead the AI conversation within the agency

David also shares thoughts on leadership, compensation, and the future of AM in an AI-driven world. 
If this conversation sparked ideas for how you can grow your client relationships, lead more confidently, and future-proof your role - then imagine what could happen if you gave yourself two days completely focused on it.
Join us in Atlanta this 23rd and 24th of September for the AM/PM Conference - the only event created specifically for agency account and project managers.

This isn’t just another conference. It’s where you’ll:
• Surround yourself with people who get it - fellow AMs and PMs facing the same pressures and expectations you are
• Learn practical strategies to retain and grow client accounts, manage tricky situations, and improve delivery - without burning out
• Discover exactly how other agencies are using AI to work smarter, automate the boring stuff, and deliver faster, better outcomes
• Leave with fresh tools, frameworks, and real-world examples you can put into practice the very next day

I’ll be there, David C. Baker will be there, and we’re also joined by Brett Harned - founder of the Digital PM Summit and author of Project Management for Humans.

If you’re serious about growing your career and elevating your role - this is where it happens.
Visit https://www.punctuation.com for all the details and to grab your spot.

Welcome to episode 137. If you’ve ever wondered when’s the right time to introduce an account manager role into your agency - or how that change might impact the way you serve clients - this episode is for you.

I’m joined by Cameron Magee, founder of event production agency avad3, trusted by clients such as Walmart and the White House.

He shares with me:

Why he waited until 30+ employees to hire a dedicated account manager
What changed when Cameron stepped back from day-to-day client contact
The growing pains of introducing account management into a production-led culture
Advice Cameron would give to other agency owners ready to make the leap

We also touch on where the live event industry is going - and why hybrid events might start to feel a bit more like first-class travel experiences.

If you'd like to connect with Cameron, you’ll find him most active on LinkedIn: http://www.linkedin.com/in/c-magee  or go to the avad3 website: http://avad3.com/

If you want regular tips and updates about how AI is impacting the agency account management role then head over to my website and sign up for my newsletter. That’s where I share tools, training and guest insights to help you strengthen and expand your client relationships. https://www.accountmanagementskills.com

Welcome to episode 136. 

We’re talking about a topic that’s becoming a real game-changer for creative agencies - the power of personal branding and employee-generated content.

If you're an account manager, this one's especially for you. Clients are increasingly choosing to work with people, not just businesses. So the way you show up online can directly impact trust, relationships and even new business opportunities.

I chat to Claudia Cardinali, the Strategy Director for Personal Branding Agency, Great Influence where she works closely with CEOs & founders and senior leadership teams on their public image. Claudia has worked to build the personal brands of Political Party Leaders, Sunday Times bestselling authors, Premier League football players, Journalists & Unicorn Entrepreneurs. She was awarded a LinkedIn Top Voice last year, has gained an audience of over 65k followers and has built her career by sharing her thoughts on the platform, particularly around 'Becoming A Manager' and 'Employee Generated Content'. 

In this conversation, we covered:

How employee visibility strengthens client relationships and eases handovers
Why personal branding isn’t just for founders
Practical tips for sharing content online, even if you’re not sure where to start
How agencies can create a culture that encourages their teams to show up
And how AI can help make the whole process quicker and easier

If you're looking to build your presence online and become an even greater asset to your clients and your agency, you’ll get so much value from this.
Claudia’s message is clear - personal branding builds trust, strengthens client relationships, and helps you stand out as a true advocate for your agency.
https://greatinfluence.com/
https://www.linkedin.com/in/ccardinali9/

And if you want to sharpen your client development skills even further, check out my Account Kickstarter programme - a self-paced, eight-session online course designed to help you grow and retain your agency accounts with confidence.

Plus, we’ve just added a brand-new bonus:
AI for Account Managers - packed with practical tools to help you save time, personalise client communications and uncover new growth opportunities.

All available now inside your Account Kickstarter dashboard. https://www.accountmanagementskills.com/account-kickstarter

Welcome to episode 135. There’s a quiet shift happening in the agency world - and today’s episode gets right into it.

More and more agencies are choosing to stay lean, move faster, and build businesses that are not just profitable - but more human. And that shift is changing everything, from how we use AI, to how we lead, to what it means to be an account manager.

Carl Smith leads The Bureau, a community that connects and supports agency leaders. A former theater major, he ran his agency nGen Works for 12 years, experimenting with unconventional management. After attending a Bureau event in 2012, he saw the power of community and took over in 2016. Now, Carl helps leaders navigate the challenges of running an agency, ensuring no one feels alone. Through Slack, events, and collaborative programs, The Bureau fosters real connections and growth. When he’s not building community, he’s running, recording, or speaking about leading humans.

In this episode, Carl shares with me:

- Why staying small is becoming a competitive advantage

- How agency leaders are managing burnout, uncertainty and shifting business models

- How AI is accelerating workflow and value-based pricing

- Why Gen Z is redefining what an agency is and why they’re not calling it an agency at all

- And what the future of account management looks like in this changing landscape

If you’re looking for community and connection in these changing times, do follow Carl Smith on LinkedIn and check out what the Bureau has to offer. Carl and the team are doing brilliant work to support agency leaders  who not only want to stay ahead of the changes but feel less alone at the same time.

https://www.linkedin.com/in/carl-w-smith/
https://bureauofdigital.com/event/leadership-love-portland-oregon

If you’re leading client relationships and want to keep developing as the landscape shifts, don’t forget to sign up for my newsletter at https://www.accountmanagementskills.com

I share practical client management tips, AI tools for the account management role, news about upcoming podcast episodes and you’ll be the first to hear about trainings to help you stay confident as an account manager or agency leader.