Below the Surface - Modern Account Management - Jan 2027

What are you not seeing?

How well do you really know your customers? And how often do you stop to question whether the way you're managing those relationships is keeping pace with the world around you?

Below the Surface is a three-hour, in-person, interactive workshop designed to challenge how you think about modern Account Management.

We're bringing together 12 professionals for a morning of fresh perspectives, interesting conversations, practical challenges and a chance to look at customer relationships a little differently.

1. Mindset & Behaviour (you)

   We're kicking things off with a little self-reflection and a fresh perspective on what it takes to perform at your best.

   Expect some interesting conversations about curiosity, preparation, personal accountability and the everyday habits that can shape your success. We'll take a revealing look at your current mindset, challenge a few ingrained behaviours and give you the chance to rethink where your time, attention and energy are actually going.

2. The Modern Buyer (the customer)

   Next, we'll be stepping into your customers' world to understand the changing expectations, pressures and influences shaping the modern buyer. We'll look below the surface at what's really happening in today's business environment, consider what this means for customer relationships and engagement and challenge your curiosity, questioning and listening skills.

3. Commercial Intelligence (below the surface)

   During our final session, we'll put your commercial instincts to the test and see just how much you can uncover about a customer from the information available to you. We'll introduce the Client Commercial Profile (CCP), roll up our sleeves and work through a customer scenario where you'll need to connect the dots, question a few assumptions and decide what to do next.

Who should attend?

This workshop is designed for Account Managers, Key Account Managers, Customer Success professionals and other key roles responsible for developing and maintaining valuable customer relationships. It's equally relevant for commercial and sales leaders looking to introduce fresh thinking, practical capability development and stronger commercial awareness into their teams.

What makes this workshop different?

The Commercial Room is designed to get people thinking, talking, questioning and challenging the way things have always been done. We'll bring together a small group of people - each with their own experiences, ideas and perspectives- to explore the realities of modern Account Management.

Expect some interesting conversations and plenty of opportunities to compare notes with people who face similar commercial pressures. You'll be encouraged to contribute, challenge your own thinking, borrow a few good ideas from others and put some fresh thinking into practice.

Facilitated by Killer Consulting as part of The Commercial Room workshop series.