Account management has quietly become one of the highest-leverage roles in an agency, and one of the least understood. Taylor McMaster has spent years embedding Client Account Managers into digital marketing agencies through DOT & Company (now part of E2M), which means she’s watching this role change in real time, across dozens of agencies at once.

 In this session, Taylor breaks down what’s actually shifting in AM right now: how the role is being redefined, where agencies are underinvesting, and what separates AMs who drive retention from AMs who just manage tickets. Expect real patterns from real accounts, not theory.  Come with your own AM headaches.