Overview
This article helps you understand your Account Manager's role and how they can support your Access Volcanic journey. Your Account Manager is your primary business contact for commercial matters and strategic discussions about your recruitment website.
Your dedicated business contact
Your Account Manager serves as your main point of contact for business-related matters. They focus on your account health, commercial needs, and strategic growth opportunities.
What makes them different from support: While our support team handles technical issues and day-to-day website management, your Account Manager focuses on business success, account management, and commercial discussions.
What your Account Manager handles
Your Account Manager assists with:
Commercial matters: Contract renewals, invoicing queries, and account changes.
Strategic discussions: Platform upgrades, feature requests, and growth planning.
Service coordination: Arranging training, professional services, and specialist support.
Problem resolution: Escalating service issues and coordinating complex business queries.
📌 Note: For urgent technical issues, use our standard support channels for faster resolution.
Account Manager vs Customer Success Team
Here's how to know who to contact for different needs:
Account Managers handle the business side: contracts, renewals, and commercial discussions. Customer Success focuses on the practical side: helping you use the platform better, training your team, and improving performance.
Area | Account Manager | Customer Success Team |
Contract matters | ✅ | ❌ |
Billing queries | ✅ | ❌ |
Training and demos | ❌ | ✅ |
Performance guidance | ❌ | ✅ |
Account Manager handles:
Contract renewals and commercial discussions
Billing queries and account management
Business relationship management
Coordinating feature requests and services
Customer Success Team handles:
Training sessions and platform demos
Performance reviews and SEO guidance
Platform optimisation and strategic planning
Feature requests and service coordination
🤓 Tip: Use both! Your Account Manager handles the business stuff, while Customer Success helps you get better results from what you're paying for.
How to contact your Account Manager
Finding your contact details
Existing customers: Most customers receive Account Manager details during onboarding.
New contacts: If you don't have your Account Manager's details, use our Contact Form with your query, and they'll respond when available.
Team changes: New Account Managers will introduce themselves and ensure smooth transitions.
Making contact effective
Be specific: Clearly outline your business needs or commercial queries.
Plan ahead: Contact them proactively for renewals, upgrades, or strategic planning.
Ask questions: Whether about features, contracts, or services, they're there to provide guidance.
When to contact your Account Manager
Contact your Account Manager for:
Contract renewal discussions
Invoice or billing queries
Feature requests and platform feedback
Service complaints or escalations
Professional services coordination
Package upgrades or changes
Strategic business planning
📌 Note: For day-to-day technical support, contact the Support team using our Digital Assistant.
Support resources
Immediate assistance
Digital Assistant: Available in your admin area for quick guidance
Support Portal: For technical issues and standard queries
Business support
Account Manager: Commercial and strategic matters
Customer Success Team: Enhanced support for eligible customers
Professional Services: Chargeable training and development services
🤓 Get started: Use our Contact Form if you need to connect with your Account Manager.
FAQs
Q1: What's the difference between my Account Manager and Customer Success Manager?
Answer: Your Account Manager handles contract, billing, and business relationship matters, while Customer Success Managers (available for Premier customers) focus on strategic usage, performance optimisation, and maximising your platform investment.
Q2: How often should I contact my Account Manager?
Answer: Contact them whenever you have business questions, but consider proactive quarterly check-ins to discuss performance, upcoming needs, and opportunities for growth.
Q3: Can my Account Manager help with technical website issues?
Answer: While they can escalate complex technical matters, your Account Manager focuses on business aspects. For day-to-day technical support, use our standard support channels for faster resolution.
Q4: What if I don't know who my Account Manager is?
Answer: Use our Contact Form with your query details, and your assigned Account Manager will respond. Most customers receive Account Manager contact details during their onboarding process.
Q5: Can my Account Manager arrange training for my team?
Answer: Yes, they can coordinate personalised training sessions through our Professional Services team. This service operates on a chargeable basis beyond standard support offerings.
Q6: Will my Account Manager contact me proactively?
Answer: Yes, Account Managers typically reach out for contract renewals, important account updates, and when they identify opportunities that might benefit your business.
Q7: What happens if my Account Manager changes?
Answer: If your Account Manager moves to a different role, their replacement will introduce themselves and ensure all your account details and relationship history transfer smoothly.
Q8: Can my Account Manager help with feature requests?
Answer: Absolutely. They'll guide your suggestions through our internal review process, though approval and implementation timelines aren't guaranteed, as they depend on product team priorities and technical feasibility.