Questions to Ask an Account Manager
Strategic questions to understand how your account manager can support your goals, optimize service, and drive value from your partnership.
1What is your typical communication cadence, and how do you prefer to stay in touch?
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What is your typical communication cadence, and how do you prefer to stay in touch?
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Why this works
Sets expectations for responsiveness and aligns on preferred channels (email, calls, Slack).
2How do you measure success for our account, and what metrics matter most?
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How do you measure success for our account, and what metrics matter most?
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Why this works
Clarifies how performance is tracked and whether success is mutually defined.
3What does your onboarding process look like, and what can I expect in the first 30–60 days?
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What does your onboarding process look like, and what can I expect in the first 30–60 days?
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Why this works
Ensures a smooth transition and reveals whether the AM has a structured plan.
4How do you typically handle escalations or urgent issues?
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How do you typically handle escalations or urgent issues?
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Why this works
Shows how problems are triaged and whether you'll have direct access when things go wrong.
5Can you share examples of how you've helped similar clients achieve their goals?
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Can you share examples of how you've helped similar clients achieve their goals?
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Why this works
Provides proof of value and shows whether the AM has relevant experience.
6What resources or tools are available to us that we might not be fully utilizing?
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What resources or tools are available to us that we might not be fully utilizing?
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Why this works
Uncovers hidden value and features you're paying for but not leveraging.
7How do you stay informed about our industry and business challenges?
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How do you stay informed about our industry and business challenges?
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Why this works
Assesses whether the AM is proactive in understanding your context or just order-taking.
8What is your process for quarterly business reviews or account check-ins?
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What is your process for quarterly business reviews or account check-ins?
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Why this works
Clarifies whether strategic planning is built in or if the relationship is purely transactional.
9How do you collaborate with other teams—support, product, or sales—on our behalf?
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How do you collaborate with other teams—support, product, or sales—on our behalf?
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Why this works
Shows whether the AM is a true internal advocate or operates in a silo.
10What are the most common pain points you hear from clients, and how do you address them?
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What are the most common pain points you hear from clients, and how do you address them?
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Why this works
Reveals common challenges and whether the AM has solutions or workarounds.
11How do you handle contract renewals, pricing discussions, or upsell conversations?
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How do you handle contract renewals, pricing discussions, or upsell conversations?
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Why this works
Sets expectations for how commercial discussions are managed and whether pressure is applied.
12What's your typical response time for emails and support requests?
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What's your typical response time for emails and support requests?
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Why this works
Establishes SLAs and whether the AM is realistically reachable or overextended.
13How do you prioritize requests when you're managing multiple accounts?
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How do you prioritize requests when you're managing multiple accounts?
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Why this works
Shows whether you'll get the attention you need or be deprioritized during busy periods.
14What feedback have you heard from other clients that we should be aware of?
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What feedback have you heard from other clients that we should be aware of?
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Why this works
Surfaces trends, feature requests, or systemic issues that may affect your experience.
15How do you approach strategic planning and goal-setting with your accounts?
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How do you approach strategic planning and goal-setting with your accounts?
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Why this works
Reveals whether the AM is a partner in growth or just reactive to requests.
16What training or best practices can you share to help us get more value from the platform?
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What training or best practices can you share to help us get more value from the platform?
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Why this works
Invites proactive coaching and shows the AM's commitment to your success.
17How do you track and report on the ROI or impact of your services?
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How do you track and report on the ROI or impact of your services?
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Why this works
Clarifies whether outcomes are measured and communicated or assumed.
18What are the biggest opportunities you see for us to grow or improve with your platform?
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What are the biggest opportunities you see for us to grow or improve with your platform?
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Why this works
Invites strategic recommendations and shows whether the AM is thinking ahead.
19How do you handle feedback or concerns about your service or the product?
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How do you handle feedback or concerns about your service or the product?
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Why this works
Assesses receptiveness to criticism and whether the AM is defensive or solution-oriented.
20What's the best way for us to give you feedback on how the partnership is going?
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What's the best way for us to give you feedback on how the partnership is going?
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Why this works
Opens a feedback loop and ensures the relationship stays healthy and productive.
Building a Strong AM Relationship
Expert tips and techniques for getting the most out of these questions.