Account Management
Performance Accelerator
A high-impact agency programme designed to unlock
the full commercial potential of your client service function.
Improve Client Retention
Build a reliable, high-quality client experience that increases satisfaction and reduces client churn.
Sharpen Process Delivery
Streamline workflows, reduce over-servicing, and improve margin through stronger process and accountability.
Drive account growth
Equip your client team with the structure, standards, and confidence to lead accounts and unlock revenue.
THE PROBLEM
Why This Matters
As retainers reduce and project-based relationships become the norm, client service teams are under pressure to prove their worth. But with no defined framework or standards, account teams can struggle to deliver a consistent client experience putting revenue, client retention, and agency growth at serious risk.
Account Management Performance Accelerator is a hands-on consultancy programme designed to transform an agency’s client service function from reactive and scattered into a confident, commercially-driven powerhouse. It’s not just training or coaching, it’s a system to inform process, behaviours, and mindset to drive retention, margin, and growth.
Source: ISBA
PROGRAM OVERVIEW
What Is It?
Not just training or coaching — it’s a system to drive retention, margin, and growth.
Account Management Performance Accelerator is a hands-on consultancy programme designed to transform an agency’s client service function from reactive and scattered into a confident, commercially-driven powerhouse.
Account Management is the key driver of client retention, margin protection, and account growth but too often it’s an underpowered function lacking structure, clarity, and commercial edge. A high-performing client service department is the difference between a one-off project and a long-term relationship.
AGENCY BENEFITS
What Is It?
Not just training or coaching — it’s a system to drive retention, margin, and growth.
Account Management Performance Accelerator is a hands-on consultancy programme
designed to transform an agency’s client service function from reactive and scattered into
a confident, commercially-driven powerhouse.
Team Confidence
Elevate the confidence and performance of your client service team
Accountability Culture
Foster a culture of accountability and proactive client engagement
Strategic Influence
Strengthen the agency’s strategic influence within client organisations
Cross-Functionality
Improve cross-functional collaboration for effective campaign execution
Team Confidence
Elevate the confidence and performance of your client service team
Accountability Culture
Foster a culture of accountability and proactive client engagement
Strategic Influence
Strengthen the agency’s strategic influence within client organisations
Cross-Functionality
Improve cross-functional collaboration for effective campaign execution
Risk Prevention
Uncover hidden risks and fix relationship issues before they escalate
Client-Centricity
Encourage a client-centric mindset that permeates the entire agency culture
Service Excellence
Elevate the agency’s reputation through excellence in client service
Renewal Growth
Increase renewal rates by demonstrating ongoing strategic value
Risk Prevention
Uncover hidden risks and fix relationship issues before they escalate
Client-Centricity
Encourage a client-centric mindset that permeates the entire agency culture
Service Excellence
Elevate the agency’s reputation through excellence in client service
Renewal Growth
Increase renewal rates by demonstrating ongoing strategic value
Source: WARC Industry Impact Report 2023
Phase 1
Client Service
Performance Review
A rigorous, expert diagnosis of your client service function’s operational state.
- Clarity on what’s holding your client service function back
- An actionable blueprint to fix what matters most
- Confidence to make changes that will protect and grow client revenue
- Organizational & Talent Assessment
- Interview leadership and senior AMs to understand structure, role clarity, and capability
- Review org charts, job descriptions, and talent pipeline
- Identify capability gaps and future talent needs
- Service Delivery & Process Review
- Map key workflows: briefing, approvals, delivery, escalation
- Analyze existing documentation, tools, and collaboration mechanisms
- Identify bottlenecks, inefficiencies, and risk points
- Client Relationship & Behavioural Audit
- Conduct select client interviews/focus groups to assess trust, satisfaction, and retention risk
- Assess AM behaviours and decision-making against defined standards
- Identify cultural or behavioural blockers impacting client experience
- Performance Metrics & Reporting Analysis
- Review existing KPIs and reporting frameworks
- Assess alignment of metrics with commercial outcomes and client satisfaction
- Highlight gaps in visibility or accountability
Phase 2
Client Service
Transformation
Refocus your account management function to deliver a superior client experience.
Your account management structure is the engine room of your client relationships. If the team is misaligned, underpowered, or lacking clarity, performance will stall. This reorientation of your client service team is designed to tighten structure, sharpen behaviours, and restore confidence and commercial impact.
- Structure & Talent
- Ensure the right mix of AMs, ADs, and leadership to support current and future growth
- Clarify roles and responsibilities to eliminate confusion and improve accountability
- Build a stronger talent pool by identifying gaps and accelerating capability development
- Process & Delivery
- Streamline delivery to reduce over-servicing and scope creep
- Strengthen collaboration between client service and specialist teams
- Introduce repeatable systems and documentation that drive consistency and quality
- Standards & Behaviours
- Establish clear standards for communication, responsiveness, and leadership on accounts
- Build confidence, presence, and decision-making skills across the team
- Shift culture from reactive service to proactive partnership
- Client Growth & Experience
- Build a consistent, high-quality client experience that reinforces trust
- Equip account management teams to have more confident commercial conversations
- Drive account growth by aligning agency capabilities with evolving client needs
Results
How It Delivers Impact
Drive measurable business outcomes that matter
Retention
Client teams become proactive, aligned, and skilled at managing relationships — less churn.
Margin
Structured process, hand-offs, and client management eliminate waste and over-servicing, improving profitability.
Growth
Confidence and strategic clarity help account leads spot and close upsell and cross-sell opportunities.
Culture
Builds a client-centric, commercially savvy mindset that spreads across the agency.
Retention
Client teams become proactive, aligned, and skilled at managing relationships — less churn.
Margin
Structured process, hand-offs, and client management eliminate waste and over-servicing, improving profitability.
Growth
Confidence and strategic clarity help account leads spot and close upsell and cross-sell opportunities.
Culture
Builds a client-centric, commercially savvy mindset that spreads across the agency.
Source: WARC Industry Impact Report 2023
Clients
About Me
Keir Mather, Consultant
I launched Neon Bridge in 2018 with a clear mission: to unlock the full potential of client-agency partnerships.
After decades working on both sides of the client-agency divide, I witnessed first hand the friction that often derailed these critical relationships. But, I also experienced the magic of a true high performance partnership – one that fostered seamless collaboration, sparked better work, improved commercial performance, and that delivered enduring success for both client and agency.
Client-agency relationships are delicate ecosystems, but with the right guidance and support they can all thrive as high performance partnerships.
Testimonials
Testimonials
Keir is an expert in the setup and optimisation of tailor-made agency models, guiding the transformation of brands and ensuring they are implemented within the company structure to ensure a modern workflow and best-in-class results.
Cathy Boom
Creative Director, C&A
Keir truly understands the complexities of the client/agency dynamic and the ever-changing nature of client needs. I would have no hesitation in recommending him.
Chris Massey
EVP Digital Marketing, NBC Universal
Keir has an uncanny ability to understand client and agency relationships and what it takes to build true partnerships. He has proved his value time and time again.
Jenny Bullis
CEO, Dentsu UK & Ireland
Keir’s knowledge, expertise, and emotional intelligence make him the perfect partner for any client listening programme. The insight he delivers is hugely valuable to us, informing both our client strategies and our overall business strategy too.
Ale Cabra
MD, Rufus Leonard (now Frog)
This is the second time we’ve used Keir and without doubt, the quality of insight he delivers is properly game changing for us. Not only does it add an important outside-in mentality, informing many conversations and decisions through the year, but it also delivers on permission to stretch together with key insights on our business and the way we work with our clients.
Kate Fulford-Brown
MD, 2LK
Keir is outstanding. A man with integrity, passion, energy and in addition, he is an extremely nice person.
Sir Nigel Bogle
Founder, BBH
Keir is just a brilliant communicator. He really helps us focus on what’s important when it comes to managing and growing a client relationship.
Simon Dent
Founder, Dark Horses
I can’t overstate how invaluable Keir’s work has been to our business. He has an incredible ability to understand the client/agency dynamic and has opened up opportunities that will benefit all involved.
Tom Murphy
CEO, No Problem
