Key Accounts Department System
A team managing the company's largest clients through long-term relationships, periodic reviews, and expansion plans.
Every major account is a living card: a relationship plan, quarterly reviews, expansion, renewal, and a health score that surfaces risk early.
No credit card required — your project is set up with the full system in under a minute
This is the system board as you'll receive it: workflow columns and starter cards showing the first steps
How does work flow in this system?
Every major client is a card in the “Account” column carrying their full relationship map: decision-makers, active contracts, and history of dealings. The account manager builds the annual relationship plan in “Plan”: account objectives, touchpoint schedule, and potential opportunities. A “Quarterly Review” is held with the client, its outcomes and agreements documented on the card; upsell opportunities that surface move to “Expansion” with their own plan, and well before contract end the card moves to “Renewal” with a negotiation plan built on the relationship record. Through it all, the “Relationship Health” score is updated regularly to expose a struggling account before it surprises us by leaving.
Chat is for coordinating the team around a single account: a joint visit a client needs, or an escalation from them that demands quick action. But the account's entire history lives on the card — anyone new to the account reads its card and knows everything without asking a colleague.
Dues tracks the financial side of accounts privately: each account's dues and payments, and the commitments tied to renewals and expansions. The department head reviews relationship health scores alongside the financials monthly, stepping into red-flag accounts before they turn into actual losses.
Who does what?
The operational roles in this system and each role's responsibility in daily work — assign them to your team as-is or adapt them to your reality.
Account Manager
Owns the relationship with their key clients: builds the account plan and leads quarterly reviews, updating the relationship health score after every significant interaction.
Key Accounts Director
Assigns accounts to managers and reviews relationship health scores monthly, leading negotiation of major renewals and strategic expansions.
Accounts Coordinator
Prepares quarterly review materials and expansion proposals, and follows up what was agreed with the client after every meeting until it's closed.
What's prepared for you from day one?
System units
- Tasks — A kanban board with workflow columns and execution cards
- Chat — The team's fast daily coordination channel
- Dues — Internal money with strict privacy — dues, advances, and expenses
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