I was just on a call this week with a potential client who asked me, “When we move forward with working with Filament, will you be a part of the team?” That would be a big NO.
(Image source: Giphy)
While I’m a delightful person and know a lot about how Filament makes magic, I’ve never made a video game in my life, so you would not want me on your team. Who you want to work with is our stellar team of game development professionals with deep experience making games that make an impact. You want to work with people who live and breathe video game development, and who have experience working on many different client projects so yours benefits from their expertise.
Sometimes, though, you need to take a step back from the day-to-day work of making a video game with us and want to get the perspective of someone senior who understands making video games and understands how these video games support your bigger picture. We’ve got someone for that, and that’s a Filament Account Manager!
(Image source: Giphy)
Filament’s Account Management practice is integral to how we engage with our clients for our custom development services. As a core part of our methodology, we provide every client with direct access to an Account Manager who will be by your side for every project you work on with us.
Why do we do this?
We think it’s important that you have the ear directly of one of the most senior members of our company so that you can feel confident that we are fully invested in our relationship. While, to a certain extent, we assign Account Managers based on who is available at the time, we also strive to match the personality of our clients and/or match the represented discipline that is the most critical to making your project successful.
Our Account Managers take on the following roles and responsibilities:
- Holds ultimate accountability for your project
- Collaborates with you to manage project risks
- Serves as an escalation point for project issues
- Collects and acts on feedback regarding Filament team members
- Committed to high levels of client satisfaction
We ask our clients to pair our Account Manager with the most senior stakeholder at your organization who directly oversees the project we are working on together. Most often, this is the client’s Executive Sponsor. Executive Sponsors are not involved in the day-to-day activities of the project but most likely are the senior person to which the team reports.
Clients are assigned a Filament Account Manager for the lifetime of our relationship – that person will be your Account Manager for every project we do together. Generally, we schedule a bi-weekly standing call between the Executive Sponsor and our Account Manager, and we abide by a no-cancellation policy. This means that if there are no issues to discuss, we still like to get on the phone even if we jump on to agree that there are no issues to discuss. Our Account Managers work hard to protect that time on our calendars, so you know reliably that you have our ear on a regular basis. In addition to bi-weekly calls, our Account Managers are available on an ad-hoc basis whenever they are needed.