Let's talk about another F-word in Client Services.
Facilitators.
The best account managers aren't facilitators. They're not order-takers. They're the ones confident and experienced enough to tell you something you don't want to hear - and back it up.
Pals, yes-people are commercially risky. I'll say it louder for the people at the back. COMMERCIALLY RISKYYYY.
An account manager who takes the path of least resistance - who nods along and facilitates whatever lands in their inbox - isn't invested in your business. They're invested in keeping things comfortable. And, pals, comfortable does not drive growth.
Yes-people are do-ers, not thinkers. They don't consider the bigger picture. They're not interrogating your brief, questioning your assumptions, or stress-testing your strategy.
They're just... doing. And in the world of digital marketing, that's expensive.
I often hear the big dog (CEO),
Callum Reckless, say there are 3 types of clients:
1. Do for me: pure execution, facilitation
2. Think with me: collaborative, strategic
3. Think for me: trusted strategic partnerships
The first one is never ideal. The second two are where great account managers shine, because when we're thinking with and for clients - collaborating, planning, strategising, problem-solving - we're shaping direction, not waiting for it and my friends, that's where the real value lives.
It takes curiosity. Commercial awareness. A genuine understanding of the client's business, their industry, their competitors, the wider market. And the confidence to use all of that, even when it leads to a difficult conversation. Great account managers are constantly curious.
A difficult conversation now is SO MUCH better than a failed campaign, a missed target, or wasted budgets later.
The best account managers aren't the ones who keep everyone happy. They're the ones who keep everyone honest.
Tl;dr: If your account manager has never pushed back on you, that's not a green flag. That's a red one.