Once you've got the job, software projects are delicate activities and the client needs love. It's up to the Account Managers to keep everyone on the same page, especially if there is no Scrum Master.
The Account Manager is responsible for invoicing, resource management (booking developers) and conflict resolution.
An important source of comfort for any client is a feeling that they are in control and they know the basics of what is going on. The fundamental part of this is who is working for them and how much it is costing.
It’s painful when a client finds out indirectly (e.g. via LinkedIn) that a developer they worked with has left your company. It makes them feel unimportant and may damage trust. Even worse is when the client discovers it by seeing someone else join a call without any explanation.
It's important for Account Managers to stay involved with client projects past the sales stage and into the implementation stage. The best way to do this is to call them once every 2 months or so once the project gets going, just to guage their overall satisfaction and happiness.
Communication is a critical part in project management and it's essential to provide as much information as possible to your clients so they know the project's progress.
To have a successful project, it is often imperative to have an experienced Solution Architect or Tech Lead running the project. They can support your lesser experienced developers, keep projects on track, or just help make those important tech decisions that pop up throughout a project.
Often, you only have a handful of people who are experienced enough to do this. So how do you share the love and make sure all of your projects go well and that their experience is shared throughout the company?
Small increments of work add a lot of administrative overhead to work, drastically reducing company profit from client work. As a general rule, make sure any billable client appointment lasts 1 day at a minimum and continues in a similar manner throughout the remainder of the booking.
Working onsite has a number of benefits such as increased communication with the client and increased perception of value. However, if a developer is onsite for an extended period, they can start to feel disconnected from your company and their co-workers.
As a consultancy, your developers expect to see a variety of projects in their time working for you, and if they get stuck on any one client for too long, they may decide to look elsewhere for that variety.
It’s easy sometimes to accidentally undersell something or someone by using potentially derogatory words that may give a client the wrong idea.
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