Navigating Direct Client Contact vs. Going Through Account Managers

Introduction

In many organizations, account managers or project managers serve as intermediaries between you and clients. Navigating this dynamic—when to go direct, when to route through intermediaries, and how to maintain relationships without stepping on toes—requires political awareness and good judgment.

Why This Skill Matters

Going around account managers damages internal relationships and creates politics. Always routing through intermediaries can slow work and frustrate clients who want direct access. Balance is essential for both effectiveness and professional relationships.

Core Principles

1. Respect established structures - Default to agreed process
2. Clarify expectations upfront - Who communicates what?
3. Keep intermediaries in loop - CC on relevant emails
4. Build relationships at all levels - With both clients and account managers
5. Escalate appropriately - Some things need direct client contact
6. Protect account manager relationships - They're your internal advocates

Good Examples

Clarifying at project start: "What's the best communication structure? Should I route questions through you, or can I contact the client directly for technical questions while keeping you CC'd?"

Keeping intermediary in loop: [Direct email to client about technical detail, with account manager CC'd] "Keeping [Account Manager] in the loop..."

Handling direct client contact: Client reaches out directly. [Responds but CC's account manager] "Great question—here's the answer. [Account Manager], wanted to keep you in the loop on this."

Tips

1. Clarify communication structure at project start
2. Default to established process unless there's good reason
3. Always CC intermediaries on direct client communication
4. Build relationship with account managers—make them look good
5. Don't be the person who creates politics by going around people
6. Handle direct client requests gracefully but transparently
7. Escalate to account manager when appropriate (budget, scope, politics)
8. If structure isn't working, discuss it openly—don't just violate it

Connection to Other Skills

Requires understanding organizational dynamics, building relationships, setting expectations about communication, professional maturity, reading the room politically, and collaborative problem-solving.

Action Items

• If working through intermediaries, clarify communication protocols explicitly
• Build strong relationship with account managers/project managers
• Practice transparency—always CC relevant people
• When direct contact happens, acknowledge and include intermediary
• Reflect: Am I respecting established structures or creating politics?