Vicinity · Internal Document · 2026

Client Engagement
90-Day Roadmap

Director of Client Engagement
Vicinity Team
vicinity.team · Anchorage, AK
"Close the gap between what Vicinity promises and what clients experience."
Phase 1
Days 1–30
Listen &
Learn
Know the landscape before building anything.
⚠ Priority Action

Keith's account transition audit — every client needs a named owner before end of Phase 1. Flag high-risk personal relationships for immediate outreach.

Internal
  • Meet with Nate — understand ops handoff & pain points
  • Meet with Matthew & sales — what's been promised
  • Review all active accounts: contracts, tickets, escalations
  • Audit LifeCycle Manager X — what data exists
  • Identify top 5 at-risk accounts
  • Identify top 5 expansion potential accounts
  • Define Erika's account portfolio formally
External
  • Introduce yourself to all key client contacts (phone/video)
  • Schedule discovery calls for top 10 priority accounts
  • Ask every call: "What's one thing that could go better?"
  • Document every call: promises, insights, risks
Phase 1 Deliverables
Account priority map (at-risk / expansion / stable)
Client portfolio split defined for you & Erika
Relationships established with all strategic accounts
Known risks flagged to leadership
Keith transition audit complete — all accounts have named owner
Phase 2
Days 31–60
Build &
Align
Put structure around what you learned.
⚠ Priority Action

Formally introduce yourself or Erika to every Keith account. Assign all to health tracker, score each one. No open commitments left floating.

Process
  • Define communication cadence by account tier
  • Build QBR template — agenda, value summary, expansion frame
  • Create account health scoring (Green / Yellow / Red)
  • Document expansion identification process
  • Establish sales handoff protocol
  • Set up LifeCycle Manager X for key accounts
People
  • Weekly 1:1 with Erika — health review & skill development
  • Coach Erika on root cause discovery conversations
  • Regular touchpoint with Nate — ops capacity impact
  • Regular touchpoint with Matthew & sales — pipeline review
Clients
  • Conduct first formal QBRs for top 5 accounts
  • Deliver value summary: done, improved, next
  • Surface one expansion conversation per QBR
Phase 2 Deliverables
Communication cadence documented & active
QBR template finalized, first QBRs complete
Account health tracker live for all accounts
2–3 expansion opportunities logged for sales
All Keith accounts transitioned with health scores
Phase 3
Days 61–90
Prove &
Scale
Show results. Build the case for what comes next.
Results
  • Resolve or actively manage every at-risk account from Phase 1
  • Present 2+ fully-scoped expansion opportunities to sales
  • Second-round check-ins on all Phase 1 accounts
  • Track & report: escalations prevented, sentiment shift, pipeline value
Department
  • Write 6-month department plan
  • Define hiring trigger: at what client volume does Vicinity need another CXM?
  • Document what's working and what isn't — refine before scaling
Leadership Brief
  • Present account health landscape — risks & opportunities
  • Present CXM operating model — process, metrics, cadence
  • Recommend next steps: hiring, tools, process changes
Phase 3 Deliverables
At-risk accounts stabilized or recovery plan in place
2+ expansion opportunities in sales pipeline
CXM operating model documented
6-month department plan presented to leadership
Retention Target
>83%
Client retention rate — primary health indicator
Expansion Pipeline
5–10
Opportunities identified per year
QBR Cadence
100%
QBRs completed on schedule
Your Team
Erika
First CXM — account manager to CXM
Reports To
Matthew
CRO — under Revenue org alongside Sales