We do not have account managers
02.06.26 / opinia
Autor: Kuba Puzyna
If you are looking for the words “Client Service Manager” in our offer, you will not find them.
If you are looking for the words “Client Service Manager” in our offer, you will not find them.
We do not have account managers. We do not have roles that exist just to answer calls and pass information along. This is not an oversight. It was one of the first decisions we made when we started the agency.
To understand why, you need to look at how working with an agency usually goes.
You have a question about a campaign. You call your account manager. The account manager is nice and says, “I’ll check with the team.” They write to the specialist. The specialist replies. The account manager translates it into client-friendly language and calls you back. Two days have passed — and the question would have taken fifteen minutes to answer.
And it is not that the account manager is doing a bad job. They are doing exactly what they were hired to do: servicing fifteen clients. They are nice to everyone. To every question, they say, of course, we’ll take care of it. In meetings, they say that the results are moving in the right direction and that the team is testing new approaches, because they are physically unable to know the details of every campaign.
There is a logic to this. An account manager takes meetings and emails off the specialists’ plates so the specialists can work on the project. The problem is that the more layers there are between you and the decision, the slower everything works — and the more gets lost along the way.
How does it work with us?
With us, you talk to the person who runs your campaigns. The same person analyzes the data, makes decisions, tests creatives, decides on budgets and answers your calls.
If you hear, I’ll come back to you after consulting the team, it is not because the person you are speaking with does not understand the project. It is because the situation genuinely requires deeper reflection from a wider group and the exchange of several expert perspectives.
This costs us. We look for people who can both run campaigns and talk to clients — explain their decisions, listen, and respond. That profile is rarer. Recruitment takes longer. We cannot simply add one account manager and serve five new clients at once. We scale more slowly. We accept that because we know what happens to quality when an account manager becomes a buffer between the client and the specialist.
If you prefer to have one client service person who is always available, always nice, and says of course to every question — even when it is an empty promise — we are not the best choice. We will tell you directly when something does not make sense. Not because we are rude. Because we respect your budget more than your comfort in that particular moment.
We do not have roles for talking about nothing. We have people who know what they are doing and can explain it to you.