Question 1

1) Why do we need account management if the modules look simple?

Accepted Answer

Because “simple” on screen asks for knowledge that is scattered across HQ and field teams, partly buried in documents, and often not aligned internally. A MEL officer rarely holds all of this alone. Account management is there to hold and facilitate the process—so people are not left with a form, but supported to bring the right voices and information together.

Question 2

2) What is the real value of account management beyond data entry?

Accepted Answer

The platform is a learning infrastructure. The value is in the conversations the work provokes - when someone notices a gap, questions an assumption, or realises teams are not sharing knowledge. Your Account Manager’s job is to turn those frictions into learning, not rush you through a checklist.

Question 3

3) We do not want to be “thrown into a tool.” How is this different?

Accepted Answer

You are not buying software and being left to it; you gain a named partner. Your Account Manager helps you interpret modules, make good judgements, and build confidence over time. The aim is guided adoption, not a DIY maze.

Question 4

4) Our teams are spread across locations. How does account management help?

Accepted Answer

Geographically dispersed teams often default to off-platform calls and long email threads. Account management plus the built-in review and approval flow gives you one shared space and one shared process for working through stakeholder mapping, Theory of Change, surveys, and risks together - traceable, in context.

Question 5

5) Who will be our Account Manager?

Accepted Answer

Each organisation is paired with a named Account Manager (e.g., Hope for Reflect for Carbon; Hannah for Youth Impact). They are introduced early, stay consistent, and are chosen for relational and facilitation skills as well as platform know-how.

Question 6

6) What exactly does my Account Manager do?

Accepted Answer

They are your primary support for the platform. They help you set up your organisation, projects, and sites; advise on roles and permissions; guide key modules (stakeholder mapping, Theory of Change, survey design); review what you enter; ask clarifying questions; suggest refinements; and help move modules from in progress → reviewed → approved and locked. Their role is to ensure you are not interpreting the platform alone and that your evidence is as strong and useful as possible.

Question 7

7) How will support work over time?

Accepted Answer

Support is not a one-off onboarding call. Your Account Manager will run orientation sessions, facilitate working sessions for complex steps, offer light-touch check-ins, help you unblock issues (missing info, internal approvals, module use), and coach your team so you become steadily more confident and independent.

Question 8

8) How do we communicate with our Account Manager?

Accepted Answer

Three ways, matched to the task:
 • Onboarding & working sessions: scheduled video calls for walkthroughs and collaborative work.
 • In-platform review & comments: feedback and questions on the module itself, tied to items and versions.
 • Chat & messaging: quick clarifications in in-app chat; short recorded demos where helpful.
This blend keeps help timely without creating unnecessary meetings.

Question 9

9) How does the review and approval workflow work?

Accepted Answer

A data entry lead completes a module and sends it for review to colleagues with review permissions. Reviewers comment, request changes, and return it to edit. When satisfied, it is sent for final approval and can then be locked. The process is visible and traceable—no more invisible email chains. Your Account Manager reviews at key points, highlights gaps or risks, suggests improvements, and confirms when a module is fit for approval.

Question 10

10) Will conversations and reviews stay on the platform?

Accepted Answer

Yes. We keep the conversation in context: embedded chat and live audio/video let your team and Account Manager talk while looking at the same module. Over time, these threads enrich a shared knowledge base and (via AI) improve prompts and guidance for future users.

Question 11

11) How do you ensure consistent, high-quality support across clients?

Accepted Answer

Account Managers are supported with facilitation notes for key modules (how to brainstorm stakeholders, when to zoom in/out, what “too granular” looks like), emerging guidance on “good enough” thresholds (e.g., sensible numbers of stakeholder groups for a first pass), and examples/case studies/recordings. This keeps support consistent and continuously improving across clients and verticals.

Account Management

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