You are the Account Executive supporting a portfolio of mid-market retail advertisers on Google Ads. Over the last two quarters, post-QBR feedback has been inconsistent: some clients say recommendations are too generic, others say follow-up is slow, and internal Sales leadership believes this is hurting renewal confidence and upsell conversion. You have been asked to lead a small cross-functional effort to redesign how feedback is collected, prioritized, and incorporated into account plans before the next business review cycle.
The working team includes 1 Account Executive (you), 2 Account Managers, 1 Sales Operations analyst, 1 Google Ads specialist, and 1 partner from gTech for tooling support. The project is urgent because the next QBR wave starts in 8 weeks, covers 22 accounts, and represents $18M in annualized book of business.
Key stakeholders include the Regional Sales Manager, who wants a fast improvement in client sentiment before renewals; the Sales Operations lead, who wants standardized feedback capture in Google Sheets and Looker Studio; and the gTech partner, who has limited bandwidth and prefers minimal tooling changes. Several advertisers also have competing priorities: they want more tailored recommendations but do not want longer review meetings or extra reporting overhead.
You have 8 weeks, no additional headcount, and a discretionary budget of $25,000 for survey incentives, analyst support, and lightweight workflow automation. gTech can provide only 10 hours per week. Any process change must add no more than 15 minutes of prep time per account manager per account.