This 90-minute virtual masterclass is designed to equip business development and client service professionals with the tools, mindset, and structure needed to build brilliant client relationships from the very first interaction and keep them thriving over time.

Too many agencies are operating in reactive mode: firefighting, over-servicing, and papering over cracks caused by unclear roles, poor briefing, and broken processes. This session flips that script by focusing on the real magic of client services — the part that sits at the intersection of trust-building, commercial savvy, and creative collaboration.

Attendees will explore the often-overlooked role that account management plays in business development success — not just winning clients, but keeping them, growing them, and turning them into long-term champions.

Expect a session that blends practical frameworks, real agency insights, and interactive moments that get people thinking, sharing, and shifting perspectives.

Aims of the session

• Shine a spotlight on the client services function as a growth engine, not just a delivery mechanism.

• Help BD and CS teams align around a shared vision of what great client experience looks like.

• Provide tools and techniques that attendees can use immediately to improve how they work with clients and each other.

• Shift people out of firefighting mode and into their “zone of brilliance.”

Agenda

Part 1: From Chaos to Clarity

Part 2: The Hidden Power of Account Management

Part 3: The Brilliance Blueprint

Part 4: Interactive Challenge – Fix the Friction

Part 5: From Insight to Action

Masterclass host

Cut me and I will bleed client services.

BD keeps the pipeline flowing, but what happens after the pitch? Too often, agencies neglect the real work of keeping and growing clients. That’s where Sally Stevens comes in.

Sally is on a mission to reclaim the lost art of account management. When done well, it’s not just a support function, it’s the beating heart of agency brilliance. It’s what turns chaos into clarity, builds unshakable trust, and creates the conditions for truly legendary work.

In this interactive masterclass, Sally will share how repositioning client services as a strategic driver can transform your agency’s profitability, team morale, and client retention. You will leave with tools, insights, and new perspectives to help you and your team shift from firefighting to forward momentum, so everyone gets to operate in their zone of brilliance.

Who should attend

• Agency leadership

• Senior Client Services