About the Author

John Brown has over 25 years of experience as a client manager and operations leader. He is currently Chief Operating Officer at ParkMobile. Previously, John was Vice President of Client Operations at Clutch Technologies. He built the bank client-facing team at Cardlytics, including bank sales, implementations, technical operations, and advertiser operations. Before that he was Vice President of Strategic Accounts for Fiserv, a leading online banking and core bank processing vendor. During his seven years at Fiserv, John led a business unit and played a key role in strategy formulation for the online banking and bill pay businesses. Prior to Fiserv, John was a consultant at McKinsey & Co. and a sales representative with General Electric. John began his career as an officer in the U.S. Navy onboard a nuclear submarine. John holds a BS in Physics from Tulane University and an MBA from the Wharton School of Business. With over 20 years of corporate experience, Fred Fuller has worked with a number of technology companies in several capacities. Upon graduating from college with a BBS in Decision Sciences, Fred started his corporate career in the world of finance, where he provided financial guidance for business units around the globe. He later moved into a client management role, where he took responsibility for the entire Financial Institution Account Management team at Cardlytics, working with some of the largest financial institutions in the world. He is currently the Director of Business Development and Account Management at Levvel. Prior to joining the corporate landscape, Fred spent time in the U.S. Navy and participated in BUD/S. He also explored theater, worked as a radio DJ, and spent time in residential real estate.

Reviews

"Brown and Fuller's book focuses on a crucial but often under-examined function within any business that relies on recurring revenue from an existing client base. Imminently readable, their book uses real-life anecdotes to illustrate an overarching framework for client management while supplying practical everyday advice... I'd recommend it for those new to client management, but those who have lived through a career of managing clients (and have the scars to prove it) might also pick up some useful ideas."- Chris Millner, Financial Technology Executive and Consultant
"Brown and Fuller have deep expertise in account management and bring that to bear in this entertaining book. It is light-hearted but full of useful insights, practical advice, and great stories and examples. I recommend it for anyone who regularly manages business clients, whether they are experienced or just starting out." - Amanda Setili, President, Setili & Associates and author, Fearless Growth and The Agility Advantage
"John and Fred have done a remarkable job of providing useful and comprehensive advice for anyone serving clients. They offer meaningful real-life examples of how to handle virtually any situation that can arise when dealing with client matters, showing that skillful client management is both an art and a science. I wish I'd had a resource like this when I was a relationship manager!"- Jeff Weikert, Chief Strategy Officer, Abe AI
"For the first time there is a book that provides the critical foundations to confidently enter into client meetings and be prepared to handle its many complexities. It doesn't matter if you are new to the client management profession or a seasoned professional, this book contains all the tips and tactical how-tos to be prepared for the unpredictable and provide success for you and your client. It should be a part of any organization's client management onboarding or training program." - Darren McAdams, VP, Strategy, Technology, Operations, a global media content & technology company
"Having done client management at the individual and executive level for the better part of a decade, this is a must-read for new client managers, and a great tune-up for those of us who have been doing this for a while! Unlike the average business book that crams 50 pages of content into a 400-page, 27-step 'simple' process, A Dragon Walks into a Meeting centers on three jobs and is something you can breeze through in a night or two. Better yet, the easy writing style and subtle humor actually make this one of the few enjoyable business books I've read."- Brandon Horne, GM, Head of Partnerships & SaaS, Greenlight Financial Technology
"A must-read for people who are client facing, but also anyone who is interested in forming and maintaining any professional relationship."- Joe Schab, COO, Leasequery
"In a world that has gone 100% virtual, it's time to relearn how to reconnect and be a better human again. This book's forgotten insights on how everyone must learn to build relationships and sell is helping me rethink how I can help our business grow. We have 2,250 people in 38 countries selling for Microsoft, Cisco, and Google, and there is a way to make selling a nutritive, sustainable activity that is not transactional."- Shannon Copeland, COO, N3
"Brown and Fuller have delivered the playbook and tools essential in building and sustaining meaningful client relationships. Use this guide to change the trajectory of client services, breaking through the status quo and increasing enterprise performance."- Jim Senn, Co-Founder, Georgia FinTech Academy