# For Key Accounts

> **Use this when:** you're a customer whose account I manage, preparing a meeting or message to me, or escalating an issue.

*Last updated: 2026-10-16*

## My role for you

For our key accounts I'm the single point of contact, and I work at a strategic level above support and customer success. Day-to-day questions still go to support. I look after the relationship as a whole: how satisfied you are, the risks I can see coming, and where we can grow together. The exact split with support and customer success is still being set up, and I'll update this page once it is.

## What you can expect from me

- **A regular rhythm.** Scheduled check-ins and reviews, planned in our calendars so they don't depend on someone remembering to reach out. I'm also available in between when you need me.
- **An account plan.** I want to understand your needs and where you're heading, so we can plan around that instead of reacting.
- **Prepared commercial conversations.** For contract and price discussions I come with the data, and I'm open about the frameworks I work within.
- **The right people in the room.** When you need specialist input (legal, technical, commercial), I'll bring in the right colleagues.
- **Honest roadmap answers.** I'm as transparent as I can be about what's coming. I talk about timing in quarters, and only give a specific release when I'm sure of it. I won't make promises we can't keep.
- **Your feedback reaches product.** Your questions, remarks and requests reach our product managers and engineering lead, and I'll tell you what happens with them.

## Escalating an issue

Start with an email, even for urgent issues: we need a written record to work from. If it's urgent, call me as well. Email plus a call is the fastest way to get things moving.

## What I ask from you

- **One clear point of contact on your side.**
- **Early notice of changes on your side**: new people, new priorities, new systems, changes in volume. The earlier I know, the better I can prepare.