Sorry to tell you, but your customer doesn’t really care if you’re the new AE taking over their account.


So when you send an email that sounds like:

“This is Mike, I’m the new AE aligned to your account. I see you’re the main admin. Have some time to connect next week?”

> Here’s what they’re thinking:

‘This is our third AE in the last 2 years. Now we need to re-explain how we’re using the product, again’

Don’t kick your customer relationships off on the wrong foot.

Start leading it with a great customer experience.

Here’s a recommendation on how you can do exactly that 👇

Do your homework:

- have call with previous AE, CSM, SE, PS, renewals
- reach out to any SI / partners relationships 
- use cases they’re using the tool for today
- problems they have addressed using it
- results, metrics + business outcomes
- customer support tix (good or bad)
- expertise they have in the tool
- usage + adoption metrics
- feature requests made
- whitespace in account

Once you’ve done your research,

you could send a note that sounds something like:

“Hi Linda and team - I’ve heard wonderful things from Ashley and am excited to work with you this year.

I’ve had a full debrief with our internal teams and am up to speed on how you’re using the platform today.

Appreciate your ongoing partnership.

How about a virtual lunch next week for a meet and greet? I’ll shoot over a few Doordash gift cards.

Below are few open slots.

Let me know what works and we can get it on the books. Thanks!”

............................................................

Come prepared.

Build a foundation of trust + credibility.

Kick off your customer relationships on the right foot.
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