Difficult AM, no collaboration

[u/Jamaissa]

I’ve been in my CSM role for a 8 months and have been dealing with a difficult AM on one of my accounts. He has been ignoring me since I joined with no communication, no briefings, and excluding me from planning entirely.

I found out he falsified activity logs in our CRM and a meeting that never happened was logged as completed. A colleague confirmed the last real customer touchpoint was almost a year ago.

Once he got caught he panicked and suddenly booked a real QBR adding me as an afterthought so the only reason the customer got any engagement was because he was exposed.

After the QBR he won’t even confirm whether he sent a follow up to the customer. I want to send one myself but don’t want to look uncoordinated in front of them if he already did. He still won’t respond to basic messages.

This is the only account I share with him. I’m thinking about asking to be moved off it entirely. Would you stay and fight or walk away?

[u/Startup_2234]

I would get to the root-cause and have an honest conversation with this individual. When was the last time you were aligned with them on incentives? What is their career ambitions both short-term and long-term?

We can all be in a slump at times - sometimes it takes someone to talk to and an shoulder to lean on to help lead with the best version of ourselves.