I have five account managers on my team, and we want to track client retention on our Scorecard. Since they all impact this, who should own the metric on the leadership Scorecard, and how do we hold them accountable without tracking five separate lines?

Question

Tyler Smith · Accepted Answer

To make your EOS® Scorecard work, you must follow a hard rule: only one seat on your Accountability Chart can own a metric on the leadership Scorecard. If multiple people own a number, nobody owns it. If you have five account managers, they cannot collectively own the retention metric on the leadership Scorecard.

The owner of the metric on your leadership Scorecard must be the manager who oversees those five account managers. Usually, this is your head of account management or customer success. This leader owns the aggregate retention number. They are accountable for ensuring the total performance of their team hits the weekly target.

To manage this effectively, the department head must have their own departmental scorecard. On that departmental scorecard, they will track five separate lines: one for each individual account manager's retention rate. In their departmental Level 10 Meeting™, they hold each individual accountable for their specific number.

If the aggregate number on the leadership Scorecard goes red, the department head is the one who must answer for it during the leadership meeting. They do not get to point fingers or blame their team. They must identify the bottleneck, bring the issue to the table, and explain what they are doing to coach their team or adjust their processes to get the number back to green.