Account management training that changes how your team keeps and grows every relationship
Most training teaches people what to say. ALIGN Customer Experience teaches them how to think: one conversation structure for every client interaction, practised on your own accounts, reinforced weekly, and measured against your baseline.
An eight-week programme for account and client-facing teams. In person, virtual or blended, and built around the accounts you are managing right now.
About This
Training Programme
Most businesses can name the client they lost and still cannot say exactly when it started going wrong. The account was serviced, the meetings happened, the reports went out, and somewhere in that routine the relationship stopped being a relationship and became a supplier arrangement that could be replaced.
ALIGN Customer Experience installs one conversation structure across your account team. The same approach to understanding what the client is actually trying to achieve, raising difficult subjects early, handling concerns before they become reviews, and building the kind of relationship that gets renewed without going to tender.
The scenarios are your accounts, your clients and the conversations your team is avoiding. The same coaching structure also supports contact centre teams and retail and branch teams, and sits within our wider customer service training.
Why Key Account Management Training Pays for Itself
Keeping an existing client costs a fraction of winning a new one, and your account team is the only part of the business that can do it.
Fewer accounts lost without warning
A structured conversation surfaces problems while they are still fixable, instead of at renewal when the decision has already been made.
Growth from the clients you already have
Understanding what a client is actually trying to achieve is what reveals the next piece of work. That is the cheapest revenue in the business.
Relationships that survive a change of contact
When the relationship belongs to your organisation rather than to one account manager, a resignation or a client-side restructure stops being a threat to the account.
Renewals that do not go to tender
Clients who feel understood do not go looking. The work that goes into the relationship is what keeps the account off the market.
Difficult conversations that happen on time
Price rises, scope changes and service failures all get easier when your team has a structure for raising them early rather than hoping they pass.
Proven Results, from Real Names in the Business World
No made-up stats, no industry averages. Every number below came from a real client, and we’ll tell you exactly who on the call.
Preliminary ROI achieved by Hudson Recruitment within one quarter of rolling out Align Selling across their Australasian offices.
Sales Calls
Client Visits
New Jobs
End of Q1, reported by Hudson L&OD
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Deals closed per month by Honeycomb Construction after completing the Align Selling programme, up from zero formal sales training beforehand.
- 3x increase in pipeline
- Consistently high incr in revenue
Managing Director, Honeycomb Construction
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ROI delivered for Collaborative Consulting within weeks of finishing the programme, using a sales process simple enough for sceptics to adopt fast.
Financial Industry
Managing Director, Collaborative Consulting
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A Programme, Not a Workshop
Training fades in three weeks without reinforcement, so reinforcement is the programme, not an add-on. The full arc runs over eight weeks.
For an Account Team
Run the programme in-house for your whole account team, built on your real accounts and the clients you are actually managing. Everyone learns the same approach at the same time, so a client gets the same experience whoever looks after them.
Delivered at your premises anywhere.
For Account Managers Across Regions
If your account managers are spread across offices or work largely from client sites, the programme runs virtually or blended. The weekly 90-minute sessions work well remotely, and they give a dispersed team the shared standard they usually lack.
From People Who Manage Accounts
Real results, from the people who lived them. No spin, just what changed after the training.
Kicking myself for not doing this sooner!
Simple and effective sales process that works for beginners to veterans. Went from closing 11 deals per month to 19.
Honeycomb Construction
William Lin
Managing Director
“Megan from Align Training was engaging and very interested in delivering the right training to suit our company’s specific needs. Highly recommend their services and will definitely be using them again in the future.”
Rachel Beechey
Director, Rose’s Alteration.
“I am a small business owner. I have been in business since 2017 with no sales training. I went on the Align Selling Sales Training Course in June 2023 and couldn’t recommend it enough. Within the duration of the course, I have gone from closing 11 deals per month to 19! They have a simple and effective sales process that works for beginners to veterans.
By changing the way I think about sales, I’ve also tailored my approach to each customer because of this course. Even my wife commented on how my sales calls have dramatically changed! Kicking myself for not going sooner with the thought of those lost customers. Very impressed and highly recommend to small/ medium business owners!”
William Lin
Managing Director, Honeycomb Construction
“I have never, ever had a staff member participate in work-based training and so positively rave about it!!! We now have all of our Facilitators very keen to receive similar training. A particular challenge for Facilitators is managing staff who are generally part-time, mostly working independently and very little face to face connection with their manager let alone colleagues or anyone else in the company. The skills developed through your training positions managers very well to be effective in this situation.”
Karen Wilton
Systems Transformation Manager, NZ Health Group Healthcare
“We are in the final stages of rolling out our new CRM, and I am really proud of the end product which has our sales framework prompts throughout. In addition, we plan on launching the PolyNovo Playbook and running a pre-call planning workshop at our Half Year Meeting next week. Thanks to you, all of that is now possible!”
Valerie Young
Sales Director PolyNovo Healthcare
“I completed the Sales training course through Align Training recently, thoroughly enjoyed it. Great content – walked away with a huge amount of knowledge, sales confidence and a bunch of ways to improve our sales approach and process.
Thanks Megan and Luke – will be back for other course in the future for sure.”
Jordan Statham
Managing Director, The Conduction Company, Electrical.
“Fantastic facilitators! Would recommend to anyone looking for some structure in the sales process.”
Desmond Nash
Group Account Director, Acumen, PR and Media.
Your customers arrive informed. The conversation is where they decide.
Customers research and shortlist on their own, increasingly with AI, long before they meet your team. When they reach a salesperson, they are checking whether what they have read holds up. That conversation is the part you can train.
AI answers product questions. Customers still turn to a salesperson to diagnose the problem, reduce the risk in a decision and build trust. That conversation is the one we train.
FAQs
Frequently Asked Questions
Straight answers on time, cost of attention, and what actually changes in your selling. Still unsure? Talk it through with us.
How is this different from sales training?
Sales training is about winning new business. This programme is about keeping and growing the business you already have: understanding what a client is trying to achieve, raising problems early, and building a relationship that renews without going to tender. If your team needs both, they are separate programmes, and we will tell you which to start with.
Our account managers are experienced. What will they get from it?
Experienced account managers are usually strong on responsiveness and weaker on the proactive conversations, such as raising a problem first or asking what has changed in the clients business. The programme works on their live accounts, so they apply it to real relationships from the first session.
How do you prove it worked when renewals take a year?
It is the fair question for this audience. We baseline retention, account growth and client satisfaction before the workshop, and at eight weeks we re-measure behaviour and early indicators rather than claiming a full renewal cycle has turned.
How long is the programme?
Eight weeks. A 1.5-day foundational workshop, then seven weekly 90-minute application sessions, then graduation.
Can you run it for a team spread across offices?
Yes, virtually or blended. A dispersed account team is usually the one with the least consistency, because they never see each other work, so the weekly sessions do more for them than for a team sitting together.
Book a 20 Minute Discovery Call
A no-obligation chat about where your team’s losing deals, and we’ll tell you straight if we’re not the right fit.
- We will ask about your win rate, your sales cycle and where deals stall
- You will get an honest read on what is actually causing it
- Ballpark pricing on the call, so there are no surprises later