Description

A focused course, tailored for you

Platform Support Advisor's Account Ownership Playbook

How a senior support advisor turns inherited merchants into a specific portfolio after a partnerships team gets cut.

Your top merchants just lost their partner contact. Their tickets land in your queue. Your title still says support advisor.

$199 one-time

Tailored to your situation. Access within 24 hours. 30-day money-back.

Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.

Why this course

When a platform cuts a partnerships division, the merchants do not get reassigned to a new partner. They get reassigned to whoever was already on the tickets. That is the support advisor seat.

The work doubles overnight. The recognition does not. Internal narratives still describe support as a per-ticket function while the actual work has become de-facto account management on a portfolio of accounts you never asked for.

The support advisors who come out of this cycle with a promotion are not the ones who absorb the work silently. They are the ones who name the load they just inherited, frame it as a portfolio, prove the value with metrics the director can paste into their own slide, and use the consolidation moment as the pretext to land the title that matches the scope.

This playbook is built for that move.

What you walk away with

A merchant-tier triage model that proves which accounts genuinely needed an agency layer and which never did.
A 90-day account plan you can run on the top 20 merchants who lost their partner contact this month.
A weekly portfolio-health report your director will paste into their own slide.
A clean line between 'support advisor' and 'de-facto account manager' so the title catches up with the scope.
A defensible answer when the next consolidation memo asks where the partnerships work landed.
A scripted ask for your manager that turns the workload jump into a promotion conversation.

The 12 modules

Module 1. The seat you are actually sitting in now

Map the work that used to be agency-led versus the work that was always yours. Use ticket history and merchant tier to produce a clean separation. This is the document everything else builds on.

Module 2. Reading the consolidation memo for what it does not say

Every consolidation announcement quietly leaves a function un-owned. Learn to extract from the announcement which functions are now homeless and which IC roles inherit them by default. Yours is one of them.

Module 3. Building the merchant-tier triage model

A worked model that scores each merchant on revenue, technical complexity, account age, and partner-dependency. Use it to decide which inherited merchants need account-management attention and which can stay in ticket-flow.

Module 4. The 90-day account plan template

A reusable template for the top 20 merchants who lost their agency contact. Discovery, success criteria, escalation paths, executive sponsor, renewal date. The artefact your director will adopt.

Module 5. Weekly portfolio-health report your director will copy

Format, cadence, and content of the weekly report that lands above the director's level. Five tiles, two sentences each. Designed for the slide they were going to make anyway.

Module 6. The de-facto account manager scope statement

How to write the scope statement that distinguishes 'support advisor' from 'de-facto account manager'. The exact language. The exact framing. Drafted for your title-change conversation.

Module 7. Negotiating compensation that follows scope

Comp conversations after a consolidation cycle, when your scope has demonstrably expanded but the title has not. Internal benchmarking, market data, the specific ask.

Module 8. Renewal-defence work without an AM title

Running renewal defence on inherited merchants when you do not formally own the renewal. The artefacts deal desk will adopt. The credit that follows the artefact.

Module 9. Escalation and exec-sponsor patterns for support ICs

When inherited merchants need executive sponsors and you have not been given the relationship. The escalation pattern that lands without bypassing the chain.

Module 10. Working with what is left of partnerships

If any partner-facing function survived, mapping the relationship. If nothing survived, the merchant-facing communication you need to send in the first 30 days.

Module 11. Making the load visible above your director

The single deck that puts the support advisor seat into the next ops review at the VP level. What to include. What to leave out. The number that wins the room.

Module 12. Your 30-day move and the title-change ask

Day-by-day plan for the first 30 days, ending in the conversation where the scope-versus-title gap becomes the title-change ask. Scripted, with the fallback if the answer is not yet.

How this addresses your situation

Specific modules that map to what you said you are dealing with.

Modules 1 and 2 cover the diagnostic work for an advisor whose merchants just got reassigned in a partnerships cut.

Modules 3 to 6 produce the four artefacts an advisor needs to be treated as an account owner without the AM title.

Modules 7 to 10 cover the harder pieces (comp, renewal defence, exec sponsors, partner residuals) that come up once the basic artefacts land.

Modules 11 and 12 are the visibility play: getting the load into a leadership review and turning it into a title-change conversation.

What you get with this course

The 12-module course (text-based, written for skim plus deep-dive).
Every template referenced in the modules as an editable file (triage model, 90-day plan, weekly report, scope statement).
A hand-built implementation playbook generated for your specific seat (support advisor at a platform whose partnerships layer just got cut).
Three worked examples of the weekly portfolio-health report in different stages of director adoption.
A scripted role-play of the title-change conversation with three branches: yes, not yet, no.

What you will have in hand by Day 1, Week 1, Month 1

Day 1: Merchant-tier triage model populated for your top 20 inherited accounts; portfolio scope-statement draft 1 written.

Week 1: First weekly portfolio-health report sent to your director; 90-day plan running on your top 5 inherited merchants.

Month 1: De-facto AM scope statement reviewed by your director; visibility deck queued for the next ops review; title-change conversation scheduled.

Before and after

Before

Your queue doubled this week. Top merchants are asking you for things their agency used to do. Your director knows the workload jumped. Nobody has said the words 'account ownership' to you. Your title is unchanged.

After

You own a specific portfolio of inherited merchants with measurable health metrics. Your director quotes your weekly report. The next ops review names you on the slide where the partnerships work landed. The title-change conversation is already in motion.

What happens if you do not address this

Absorb the inherited workload silently for two quarters and the operating model will normalise it. The work becomes the expected scope of 'support advisor'. The title never moves. The next consolidation pass treats your inflated workload as baseline. The opening to convert the moment into a promotion closes when the next round of changes makes everyone too busy to remember what was inherited.

Who it is for

For senior support advisors, support specialists, and platform-success ICs at e-commerce, SaaS, and developer platforms whose merchants or customers just lost a partner or agency contact and are now showing up in support queues asking for help that used to be agency-led.

Who this is NOT for. Junior support reps still learning the ticketing system. Field account managers who already carry a defined book. Anyone whose company has not gone through a partnerships or agency cut in the last 90 days.

How it arrives

Text-based course delivered via the platform's LMS, with downloadable templates and a hand-built implementation playbook. Designed for two evenings of focused work plus a half-day to populate the templates against your real portfolio.

Time investment. Roughly 8 hours of reading and 6 hours of template population on your live portfolio. Most participants finish the diagnostic and triage work in week one and ship the weekly report in week two.

Why $199 is the right number

Free posts on LinkedIn give you the framing. They do not give you a triage model populated for your portfolio, a 90-day plan template, or the scripted title-change conversation. A career coach charges $1,500 to $3,000 for what overlaps with maybe four of these 12 modules. $199 buys the focused playbook plus the implementation document generated for your specific situation.

FAQ

Is this just slides?

No. Twelve text modules written for working ICs, plus editable templates, plus a hand-built implementation playbook generated for your specific situation after purchase. The course is the framework; the playbook is the populated artefact for your seat.

How is this different from a free LinkedIn post on 'becoming an account manager'?

A LinkedIn post is the framing. This is the scripted artefact: the exact triage model, the exact 90-day plan template, the exact weekly report format, the exact title-change conversation. Built for the specific seat after a partnerships cut, not a general career-change post.

Will my director actually read the weekly report?

Module 5 is built around that question. The format is designed for the slide a director already had to make, so it lands as a time-saver, not an extra read. Three worked examples included.

What if my company has not done a partnerships cut?

The playbook is purpose-built for the post-cut situation. If your platform has not consolidated partnerships in the last 90 days, this is not the right course. Reply to the receipt and a full refund processes inside 24 hours.

What is in the implementation playbook specifically?

A populated version of the 90-day plan against three of your top inherited merchants; a draft of the title-change conversation against your specific manager profile; a 30-day visibility plan with specific slots in your team's existing meeting cadence.

30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.

Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.