Case study
Embedding a Strategic Account Management Mindset
The Challenge
During the pandemic, global payments provider Elavon faced the challenge of maintaining sales growth in a rapidly shifting and disrupted market.
Relationship Managers across Europe were responsible for managing and growing key accounts, but with no unified approach each team employed its own account management processes and methods. Sales leaders recognised the need for greater consistency, stronger account planning, and a shared commercial language.
To thrive in this evolving landscape Relationship Managers didn’t just need training. They needed a mindset shift.
The Solution
Elavon partnered with Flame Learning to design and deliver a Strategic Account Management (SAM) programme – to align, inspire, and equip Relationship Managers with the skills, tools and mindset to drive deeper, ongoing value for customers and partners.
A Blended Learning experience was developed:
- Live virtual masterclasses led by expert facilitators to introduce core approaches, tools and frameworks
- Interactive team-based workshops to practice and apply real account scenarios and strategic decision-making
- Peer learning groups to encourage reflection, shared learning, peer coaching and individual accountability
- Manager Masterclasses to ensure leadership alignment, manager support and lasting behavioural change
- Ongoing coaching to embed learning, challenge old habits, and support application and execution
Despite being launched remotely, the design of the SAM programme drove individual and team connection – mirroring the evolving needs of Elavon’s customers and partners.
The Result
- SAM wasn’t just a skills development programme, it was a catalyst for cultural and commercial change
- 7,000+ learning hours delivered across 80+ virtual workshops.
- Line Leader engagement and accountability. Managers took an active role in learning transfer and team coaching.
- Consistent approach. Replacing guesswork with best practice behaviours, shared language and aligned actions
- Tangible business impact: Clear account plans were captured in Elavon’s CRM to unlock portfolio growth
- Personal development plans for every participant. Supporting long-term capability building
Designed for relevance and delivered with energy to empower Relationship Managers and their leaders, SAM delivered true behavioural change and business value – and continues to evolve today.
What Our Clients Are Saying
"Partnering with Flame Learning to design and deliver our Strategic Account Management program has been a game-changer.
Their deep expertise, collaborative approach, and commitment to understanding our business ensured the program was not only highly relevant but also truly impactful.
The results speak for themselves - we’ve seen measurable improvements in capability, alignment, and client outcomes. It’s been an exceptional partnership from start to finish.”
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