1. Account Management Overview
May 31, 2016

2. HUIT Account Management Vision
3/13/2018
Through a strong but limited Account Management function, HUIT will extend the breadth and depth of strategic relationships and facilitate improved support in response to evolving IT needs of Harvard’s Schools and Central Administration.
HUIT Account Management Vision
Strategic Objectives
Guiding Principles
Key Performance Indicators
Create a partner-focused function that can proactively work to increase engagement between partners and HUIT and support overall service improvement and alignment with their needs.
Simplify processes for Sr. IT and Business Staff within the University to engage and initiate work with HUIT to address complex IT needs and critical requests.
Serve as the business owner for the use of CRM technology (Salesforce) within HUIT.
Account Managers should become organizational role models for “Trusted Advisor” competency.
Account Managers should work to improve the flow of information, and not become a bottleneck.
Account Managers should facilitate the development of strong relationships between Service Owners and Partners, but are not responsible for those relationships.
Sr. IT/Business Leadership satisfaction with HUIT engagement and alignment
Decreased executive-level time and effort to resolve escalated service issues and requests
Depth of relationship with area supported by Account Manager
Adoption and consistent use of CRM tools within HUIT
SO1
-”Front Door” for HUIT (aside from Tickets)
-Introductions and connections, particularly at level of individual services
-VIP Issue Handling
SO2:
-Support Director-level conversations & relationship building -

3. What is Account Management?
Provide a consistent point of contact, an account manager, for schools and Central Administration departments. That point of contact will be the first stop for any needs, requests or challenges but will not prevent schools and CA from working directly with service owners
Coordinate across HUIT to ensure service delivery. The account managers will be responsible for understanding the breadth of programs and services being delivered to an account, and ensure HUIT is coordinated and effectively delivering The account manager will also proactively foster information sharing across HUIT services that affect a certain account
Ensure HUIT serves as a trusted advisor on strategic priorities. Engaging across HUIT as needed, the account manager will partner with accounts to conduct IT planning and explore strategic priorities, helping to determine an effective path forward
Track emergent trends at the University level. The account management team will track and assess emerging needs across the University to identify synergies and trends

4. Account Manager Snapshot
Conduct Regular, Formal Engagement
Work with account senior leaders to establish frequent and strategic engagement to benefit partner organization
Partner on IT planning, identifying needs, challenges, and opportunities of accounts
Manage Informal Engagements
Respond to account requests not directed to or related to specific service areas
Connect account to key service leads based on accounts need and shared services
Provide Key Reports on Service
Map HUIT engagement with partner and monitor HUIT performance in meeting overall needs, including administrative reports
Map out key HUIT contacts based on shared services
ACCOUNT ENGAGEMENT RESPONSIBILITIES
FOUNDATION KNOWLEDGE AND SKILLS
Develop Understanding of Account Needs and Business
Interest in and understanding of business priorities and mission
Understand rhythm and cycle of business, recognizing key time frames and events
Build relationships with key staff and, as necessary, integrate into existing meetings and processes
Develop Understanding of HUIT Services, Programs, People and Processes
Develop baseline understanding of HUIT services, programs and strategic roadmaps
Establish relationships across HUIT with service owners, attending key meetings, as needed, to ensure connectivity
Understand existing processes and protocols to provide clarity on governance and decision-making processes
Role Model Service Mindset and Trusted Advisor Competencies
Service Mindset: Empathy, Collaborative Partnership, Accountability
Trusted Advisor: Mission Understanding, Proactive Problem Solving, Effective Communications
Other Engagement Expert: Interpersonal Skills, Ability to Adapt

5. CADM Integration Account Management Pilot
WHAT
6 Month Pilot
Run 6-month pilot in conjunction with CADM Integration with the three goals:
Ensure a smooth transition and consistent levels of service
Refine role of an account manager and confirm competencies required for effective account management
Determine steady state account management for CADM
HOW
Assign CADM Pilot Account Managers
Pilot will establish “account managers” with responsibility for FAD, CS and HHR
Pilot “account managers” will be in the role for the duration of the pilot. In addition to the responsibilities of an account manager, will also be asked to:
Actively support knowledge capture about the role of account management through regular conversations
Participate in planning and implementation of post-pilot account management structure for Central Administration departments

6. What do we hope to know by the end of the pilot
Concept Refinement: The pilot will have specific learning objectives that help us further understand and the refine the account management concept
CADM Steady State: The pilot participants will help in shaping an account management structure to support FAD, CS and HHR beyond this transition period
Plan for Broader Roll Out: The pilot will provide input into a plan for a broader roll out to Major Accounts, currently defined as CADM, schools and FAS Divisions
Refine Account Manager Role
Refine Understanding of Stakeholder Need
How do departments “use” an account manager?
How do the various departments like to engage with the account manager?
What type of “work” is required of an account manager?
What are the types of needs and requests coming from departments?
What supports and structures help account managers engage across HUIT?
What are the challenges they face?