Your Account Manager is your primary business contact for commercial matters and strategic discussions about your Access Volcanic recruitment website. They focus on your account health, commercial needs, and growth opportunities.
What your Account Manager handles
Your Account Manager assists with:
Commercial matters: Contract renewals, invoicing queries, and account changes.
Strategic discussions: Platform upgrades, feature requests, and growth planning.
Service coordination: Arranging training, professional services, and specialist support.
Problem resolution: Escalating service issues and coordinating complex business queries.
📌 Note: For urgent technical issues, use our standard support channels for faster resolution.
Account Manager vs Customer Success Team
Here's how to know who to contact for different needs:
Account Managers handle the business side: contracts, renewals, and commercial discussions.
Customer Success focuses on the practical side: helping you use the platform better, training your team, and improving performance.
Area | Account Manager | Customer Success Team |
Contract matters | ✅ | ❌ |
Billing queries | ✅ | ❌ |
Training and demos | ❌ | ✅ |
Performance guidance | ❌ | ✅ |
🤓 Tip: Use your Account Manager for commercial and contract matters, and contact the Customer Success Team when you want to improve platform usage or performance.
How to contact your Account Manager
Finding your contact details
Existing customers: Most customers receive Account Manager details during onboarding.
New contacts: If you don't have your Account Manager's details, use our Contact Form with your query, and your Account Manager will respond.
Team changes: New Account Managers will introduce themselves and ensure smooth transitions.
Making contact effective
Be specific: Clearly outline your business needs or commercial queries.
Plan ahead: Contact them proactively for renewals, upgrades, or strategic planning.
Ask questions: Whether about features, contracts, or services, they're there to provide guidance.
Support resources
Immediate assistance
Digital Assistant: Available in your admin area for quick guidance
Help Centre: Browse articles for guidance, or use the Digital Assistant to raise urgent issues if you cannot access your admin area.
Business support
Account Manager: Commercial and strategic matters
Customer Success Team: Enhanced support for eligible customers
Professional Services: Chargeable training and development services
🤓 Get started: Use our Contact Form if you need to connect with your Account Manager.
Account Support
Need help with invoices, remittances, direct debits, or account details? Then check out the new and improved Account Support experience.
It has a dedicated Digital Assistant available 24/7 for billing and account administration queries.
📌 Note: This is separate from Volcanic's Digital Assistant.
Click the message bubble, then select Ask a Question.
Select the topic that matches your query.
If the Digital Assistant cannot help, it connects you to the Customer Experience Team.
🤓 Tip: Visit the Account Support Help Centre to learn more.
FAQs
What is the difference between my Account Manager and Customer Success Manager?
Your Account Manager handles contract, billing, and business relationship matters. Customer Success Managers, available for Premier customers, focus on strategic usage, performance optimisation, and maximising your platform investment.
How often should I contact my Account Manager?
Contact your Account Manager whenever you have business questions. You can also arrange quarterly check-ins to discuss performance, upcoming needs, and growth opportunities.
Can my Account Manager help with technical website issues?
Your Account Manager can escalate complex technical matters, but standard support channels are the best route for everyday technical website issues.
What if I do not know who my Account Manager is?
Use the Contact Form with your query details, and your assigned Account Manager will respond. Most customers receive the Account Manager contact details during their onboarding.
Can my Account Manager arrange training for my team?
Yes. Your Account Manager can coordinate personalised training sessions through our Professional Services team. Training beyond standard support is chargeable.
Will my Account Manager contact me proactively?
Your Account Manager will contact you for contract renewals, important account updates, and opportunities that could support your business goals.
What happens if my Account Manager changes?
If your Account Manager changes, their replacement will introduce themselves and ensure your account details and relationship history transfer smoothly.
Can my Account Manager help with feature requests?
Yes. Your Account Manager will guide your suggestions through our internal review process. Approval and implementation timelines are not guaranteed, as they depend on product team priorities and technical feasibility.
What is Account Support and how can it help me?
Account Support is a dedicated 24/7 Digital Assistant for billing and account administration queries, including invoices, remittances, direct debits, and company detail updates. It is separate from the Access Volcanic Digital Assistant. If the Digital Assistant cannot help, it connects you to the Customer Experience Team.