We understand how important it is to establish mutual understanding between a company and its clients. That's why we have a special role at Yalantis of account manager. Account managers ensure our clients’ satisfaction throughout the whole development process. The account manager is the team member a client can contact anytime to ask any questions. Basically, imagine that you as a client have your own business representative in our office – that’s who your account manager is. Now let’s see how Yalantis account managers support clients and solve problems.
What account managers do
Firstly, an account manager confirms your expectations about project development that were collected by our engagement managers and business analysts. If there are any changes, account managers document changes to expectations so we can be sure we’re on the same page. Working with your account manager, you agree on all the terms before starting development. After that, the account manager shares this agreement with the project manager so that they can coordinate your project according to your requirements. And of course your account manager keeps in touch with you from the start to the release of the project (even longer, actually, but we’ll discuss that a bit later).
The most important part of the account manager’s job is to make sure you’re satisfied with the team’s work and to check if you have any problems, even small ones. In case there are any problems or difficulties, the account manager can suggest how we can resolve them. Account managers can match your challenges with Yalantis’ resources and solutions.
Let’s say your business is a fitness center chain and you’ve chosen Yalantis to develop an app that will achieve your business goals. For example, your goal is to increase the number of customers who extend their gym memberships and to increase sport supplement sales. To achieve these goals, you decide to create a loyalty application that provide mechanisms focused on solving these two issues.
During the first negotiations with our team, we would decompose these issues and offer solutions. For example, we might come up with an app that notifies customers of the number of trainings left to encourage them to extend their memberships on time. And we might suggest that you could increase sales by implementing an on-demand delivery feature into the app rather than just selling goods in your fitness centers.
After you approve the solutions to be implemented, our account manager will monitor the whole development process to make sure that our team provides these solutions.
The account manager is the first person you contact in case any misunderstandings or difficulties appear during our cooperation. We don’t claim that account managers can solve all issues. But they do find potential problems and assign team members to resolve issues.
Mechanisms that account managers use to prevent and solve problems
At Yalantis, we believe it’s way better to prevent problems than to solve them. But you may ask how account managers can track client satisfaction to prevent problems. Here, we’ll share key mechanisms our account managers use to ensure your satisfaction throughout the whole development process.
Regular phone meetings
First of all, account managers hold regular phone meetings with clients to get their feedback. Every other week, an account manager contacts you to check if everything is going as expected. On this call you can discuss deliverables, the budget, and any scheduling issues. Phone meetings are important, as they allow account managers to check if our work is in line with your expectations. If needed, you can have more frequent meetings to get answers to all your questions.
Multi-criteria ratings to track client satisfaction
Besides just asking if everything is okay, our account managers use a multi-criteria scale to measure client satisfaction.
Our custom multi-criteria satisfaction ratings help us to diagnose if there are any aspects we can improve in our work before you inform us about problems or misunderstandings. These criteria include different categories such as communication, budget, schedule, quality, transparency, and project health.
If an account manager finds out that the satisfaction rate in some category has decreased, they immediately contact the team member responsible for that category’s performance. Our rating system has three levels of problems: minor, middle, and high. Here’s how it can be depicted.
[Example of Client Satisfaction Index]
Account managers classify problems by their type and urgency. They decide which difficulties should be solved urgently and who will be assigned to these issues. Together with a project manager, an account manager designs an action plan to resolve each issue. Then the account and project managers present you with an action plan for approval.
Once the action plan is implemented, the account manager checks your satisfaction again to make sure the problem has been solved and that development keeps going smoothly. Account managers do their best to ensure that all categories have the highest satisfaction rate of five points.
Regular internal meetings with project managers
Account managers regularly sync with project managers to check if we’re meeting our clients’ expectations, budgets, and schedules. In case any difficulties occur, an account manager works with the project manager to develop an action plan focused on improving our performance and assigns team members to fulfill that action plan.
Moreover, our account managers not only measure client satisfaction but also try their best to find solutions to clients’ business issues and plan expansion of our partnership. Yalantis helps you both develop your project and solve your related business issues.
The project is complete. What’s next?
After the project has been completed and the final report has been sent, the account manager contacts the client and asks for their impressions on the final product. The account manager will also ask for permission to mention the project in Yalantis’ case studies.
Reports that account managers prepare
The account manager will also make an extended report for the Yalantis team at the end of the project to share our experience and show the team’s performance and how we handled issues related to your project. This report usually includes:
- A presentation of our cooperation with the client
- A presentation of solutions we provided to solve the client’s requirements
- A description of product features
- Lessons learned during the project
- Next steps of our cooperation with the client
Sharing our experience and lessons learned helps us to perform even better and avoid making mistakes.
Next steps account managers offer for your business
When a project is completed, clients also discuss next steps with their account manager. Next steps could include product support or starting a new project together. As our account managers are involved in your project’s development, they know your project well and can suggest which of your business needs the Yalantis team can meet.
In any case, our account managers connect with our clients to find out how the project works after release, whether there are any difficulties with maintenance, and whether everything works as the client expected.
Last but not least, our account managers are the ones who go on business trips with the team to meet clients in person. And they also welcome clients to our office when they come to visit us.
[Yalantis team with the representatives of Let’s Do It Foundation]
Yalantis has its heart set on being fully transparent with our clients. And our account managers are the team members who share all information with you. They also make sure the Yalantis team meets your expectations and performs flawlessly to develop your product. Together with the development team and project managers, account managers research opportunities to solve your business issues and improve our cooperation.