What your account manager does, how to reach them, and when to contact them vs. opening a support ticket.
Every BRANDED IAM client on a Business or Managed plan is assigned a dedicated account manager. They are your primary point of contact, advocate within our team, and the person responsible for making sure your services run smoothly.
What Your Account Manager Does
- Reviews your onboarding questionnaire and coordinates your kickoff call.
- Oversees project timelines and communicates milestones to you proactively.
- Escalates urgent issues within our team when standard response times aren't fast enough.
- Conducts monthly or quarterly business reviews to make sure services align with your goals.
- Serves as your advocate if something isn't going the way it should.
Account Manager vs. Support Ticket
Use a support ticket for technical issues, content update requests, billing questions, or any request that needs to be tracked and documented. Contact your account manager directly for strategic questions, escalations, schedule changes, or anything that requires judgment rather than a standard process. Your account manager's direct contact information is in your portal under Account → Your Team.