You rebuild trust with a critical SaaS client. Simulation Details: The company is a leading provider of B2B SaaS solutions, specializing in project management software designed to streamline workflows, enhance team collaboration, and improve project delivery timelines. Trusted by over 1,000 enterprise clients globally, the software caters to industries like healthcare, finance, and manufacturing, offering sector-specific tools such as compliance-friendly task tracking, advanced reporting dashboards, and resource allocation features. Recent product updates introduced AI-powered task prioritization and real-time reporting dashboards, aiming to boost operational efficiency. However, these updates have caused disruptions, including delayed task notifications and inaccurate project timelines, leading to increased user complaints and a drop in client satisfaction. In a competitive industry with rivals like Asana and Monday.com, the company’s customer-centric approach and commitment to innovation are key differentiators, but recent service delays have strained relationships with high-value accounts, including a $2 million annual contract with David Montgomery’s organization. You will step into the role of an Account Manager tasked with preserving and strengthening a critical client relationship with David Montgomery, a senior representative from one of the company’s largest accounts. David’s dissatisfaction stems from operational disruptions caused by a recent product update, including delayed task notifications, inaccurate project timelines, and onboarding delays. His guarded communication style signals deeper frustrations that he is unlikely to share openly. Your mission is to initiate a one-on-one conversation with David to build trust and uncover hidden concerns. Using active listening and emotional intelligence, you will interpret subtle cues and indirect expressions of dissatisfaction. Once you identify the root causes of his concerns, you must propose actionable solutions tailored to his priorities, demonstrating reliability and responsiveness to rebuild confidence in the partnership. Successfully navigating this delicate situation will help preserve the $2 million annual contract and reinforce the company’s reputation for excellence in client service. - Engage David Montgomery in a one-on-one chat to uncover hidden concerns and build trust. - Use active listening and emotional intelligence to interpret subtle cues and indirect expressions of dissatisfaction. - Propose tailored solutions to address David’s concerns, focusing on reliability and responsiveness. - Reassure David of the company’s commitment to resolving issues and maintaining a strong partnership.