In many organizations, there's a layer between you and the client: an account manager, a project manager, a client services lead. Navigating this dynamic requires political awareness. Go around them too often and you create internal friction. Route everything through them and you slow down work and frustrate clients who want direct access.
Why this matters
Account managers and project managers exist for a reason. They manage the relationship, handle commercial conversations, and keep things coordinated. But technical questions sometimes need direct answers, and forcing everything through an intermediary can feel like a game of telephone.
The key is respecting the structure while being pragmatic about when direct contact makes things better.
The principles
Default to the established structure. If there's an agreed communication flow, follow it unless there's a good reason not to.
Clarify expectations early. At the start of every project: "What's the best communication structure? Should I contact the client directly for technical questions, or route through you?"
Always keep intermediaries in the loop. If you do email the client directly, CC the account manager. No surprises, no politics.
Build the internal relationship. Account managers are your advocates. Making them look good is in everyone's interest.
What good looks like
At project start: "What communication structure works best? Can I contact the client directly for technical questions, keeping you CC'd?"
When a client reaches out directly (and you respond): "Great question, here's the answer. [Account Manager], keeping you in the loop."
Why It Works
Respects the structure. Maintains transparency. Nobody feels bypassed.
Tips
- Clarify communication protocols at the start of every project
- Default to the established process
- CC intermediaries on direct client communication
- Build a strong relationship with account managers
- Don't create politics by going around people
- If the structure isn't working, discuss it openly rather than just ignoring it
How this connects
This requires understanding organizational dynamics, building internal relationships, setting clear expectations, and professional maturity about working within structures.
Things to try
- If working with intermediaries, clarify protocols explicitly this week.
- Next time you email a client directly, CC the account manager.
- Ask your account manager: "What communication approach works best for you?"