# 2. Dedicated Account Manager

User Type: **Training Institute**
Source: *Mi Digital Academy - Education CRM Features Document*

---

## 2. Dedicated Account Manager

### 2.1 Account Manager Profile
**What it does:** Shows the Training Institute its dedicated account manager: the manager's name, role, contact details, and availability. The Institute can message the manager directly and see the recent interactions. This gives the Institute a single point of contact.

**Sub-features:**
- Account manager profile
- Name, role, contact shown
- Availability shown
- Message the manager directly
- Recent interactions shown
- Manager replacement notice
- Profile available on web and mobile
- Profile event logging (viewed, messaged)
- Audit logging of the account manager profile

**Training Institute User Journey:**
1. Training Institute opens the account manager profile.
2. The account manager profile is shown.
3. The name, role, and contact are shown.
4. The availability is shown.
5. Training Institute messages the manager directly.
6. The recent interactions are shown.
7. Training Institute opens Profile → "Activity" and confirms the profile events are recorded.

**Rules & Edge Cases:**
- A manager change is notified to the Institute.
- Messages are logged in the interaction history.
- Profile events (viewed, messaged) are logged with the account and the timestamp.
- The account manager profile is audit-logged with the account and the timestamp.

### 2.2 1:1 Strategy Calls
**What it does:** Lets the Training Institute schedule and manage 1:1 strategy calls with the account manager: the Institute books a call, sets the agenda, and the call is scheduled with a confirmation. The Institute sees the upcoming and past calls and can reschedule. This supports ongoing account strategy.

**Sub-features:**
- Schedule a 1:1 strategy call
- Set the call agenda
- Call scheduled with confirmation
- Upcoming and past calls shown
- Reschedule a call
- Call notes saved
- Scheduling available on web and mobile
- Scheduling event logging (booked, rescheduled)
- Audit logging of the 1:1 strategy calls

**Training Institute User Journey:**
1. Training Institute opens the 1:1 strategy calls.
2. Training Institute schedules a call.
3. Training Institute sets the call agenda.
4. The call is scheduled with a confirmation.
5. The upcoming and past calls are shown.
6. Training Institute reschedules a call.
7. Training Institute opens Profile → "Activity" and confirms the scheduling events are recorded.

**Rules & Edge Cases:**
- A reschedule is confirmed to both parties.
- The call notes are saved to the account history.
- Scheduling events (booked, rescheduled) are logged with the account and the timestamp.
- The 1:1 strategy calls is audit-logged with the account and the timestamp.

### 2.3 Quarterly Account Review
**What it does:** Manages the quarterly account review for the Training Institute: the Institute sees the review schedule, the review agenda (usage, performance, roadmap), and the review outcomes and action items. The Institute can prepare inputs before the review. This keeps the account on track.

**Sub-features:**
- Quarterly review schedule
- Review agenda shown
- Usage and performance in review
- Roadmap in review
- Review outcomes shown
- Action items tracked
- Review available on web and mobile
- Review event logging (review held, action item added)
- Audit logging of the quarterly account review

**Training Institute User Journey:**
1. Training Institute opens the quarterly account review.
2. The quarterly review schedule is shown.
3. The review agenda is shown.
4. The usage and performance are in the review.
5. The roadmap is in the review.
6. The review outcomes are shown.
7. Training Institute opens Profile → "Activity" and confirms the review events are recorded.

**Rules & Edge Cases:**
- An action item has an owner and a due date.
- The review outcomes are saved to the account history.
- Review events (review held, action item added) are logged with the account and the timestamp.
- The quarterly account review is audit-logged with the account and the timestamp.