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📌 SDM Development Checklist for the AI Age

Comprehensive skill-building roadmap for Service / Delivery Managers with AI Enhancement

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Strategic Mindset & Role Clarity
0/5
Define SDM mission and align with company vision.
Map SDM responsibilities across the account lifecycle.
Articulate SDM value proposition to stakeholders.
Align SDM KPIs with revenue and client outcomes.
Identify cross-functional collaboration points.
Know Your Client
0/5
Build detailed account profiles including org charts.
Capture business goals, pain points, and initiatives.
Research client industry trends and benchmarks.
Establish feedback loops (NPS, CSAT, interviews).
Schedule regular executive and champion touchpoints.
Know Your Company
0/5
Catalogue key offerings, case studies, and differentiators.
Maintain an enablement library of decks & one-pagers.
Understand delivery capabilities and constraints.
Map internal escalation paths and SMEs.
Align marketing assets with account needs.
Account Operations
0/5
Create account cadence calendar and governance model.
Document renewal & expansion playbooks.
Maintain CRM hygiene: contacts, notes, next steps.
Manage contracts, procurement, and invoicing checkpoints.
Track actions in an Account Hub dashboard.
Data & Tools Proficiency
0/5
Master core CRM features (opportunity, health score).
Use enrichment tools (LinkedIn, Apify) for insights.
Build dashboards for usage & engagement signals.
Track leading indicators (tickets, adoption metrics).
Leverage AI assistants for call summaries & next steps.
Sales Skills & Client-Led Growth
0/5
Practice discovery questioning and active listening.
Craft proactive value hypotheses before every call.
Develop multi-threading outreach plans.
Request referrals and case-study consents.
Run expansion pitches aligned with client OKRs.
Relationship Management
0/5
Identify executive sponsor, champion, and influencers.
Create a personal relationship plan per stakeholder.
Use LinkedIn and events for continuous nurturing.
Organize onsite/virtual business reviews (QBRs).
Send strategic follow-ups with clear next steps.
Communication & Storytelling
0/5
Prepare concise, outcome-focused QBR decks.
Write executive emails that resonate with value.
Document meeting notes with the 'Always Next Step' rule.
Tailor messaging by persona and communication style.
Use narrative frameworks to highlight impact.
Metrics & Performance
0/5
Define expansion pipeline stages and conversion KPIs.
Monitor ARR growth and gross retention per account.
Track health scores and risk indicators.
Review milestone attainment monthly.
Conduct quarterly self-assessment against KPIs.
Continuous Improvement & Learning
0/5
Attend coaching and peer-shadowing sessions.
Maintain a reflection journal of wins & lessons.
Review lost expansions to extract insights.
Update personal development plan quarterly.
Refresh playbooks with new best practices.
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