Dayna Nichols
Performance Marketing Specialist
Steers calls toward new opportunities by constantly leading with expansion and building advocacy in the relationship.
“Clients should never be able to tell when I’m busy.”Dayna
The numbers behind the award
September 2026, across 40 client calls, measured by Kaizan.
In Dayna’s words
We asked Dayna how they look after their clients.
01How did you end up in client service, and what keeps you in it?
I started out in retail, which is where I discovered how much I enjoy working with people and building relationships. That led me into client service, and what keeps me here is the variety. Marketing is always changing, so I get to keep learning and growing alongside my clients.
02What's the client moment you're proudest of?
One of my proudest moments was with G-Star RAW, when we exceeded our affiliate revenue target by 15%. It was a real team effort with the client, and seeing the results of the work we'd put in together made it especially rewarding.
03You were recognized for growing your accounts. How do you spot opportunities to expand a client relationship?
I plan marketing campaigns well in advance and run regular program checks, which helps me see where there's room to grow. Marketing is always changing, so there's always something new to try. That's part of the fun: growth means trying new things and expanding alongside the client.
04What do you do before every client meeting that most people skip?
I review my notes from the previous meeting and update the call agenda with any new information and the key points we discussed last time, so we pick up exactly where we left off.
05How do you make a client feel looked after when things get busy?
During my busiest seasons, I make sure communication never slips. I keep my weekly calls consistent, stay on top of my notes, and follow up quickly, even if it's just to let a client know I'm working on something. Tools like Kaizan help me keep track of every detail, so nothing gets missed when my schedule is full. Clients should never be able to tell when I'm busy.
06How do you protect time for strategy and planning with clients?
Kaizan is a big part of it. I use it to create pre- and post-meeting briefs, and it helps me better understand my clients' behaviors, which makes my strategic planning much sharper.
073 pieces of advice for someone starting out in account management?
- 1
Take the time to really get to know your client and their account.
- 2
Always listen, more than you think you need to.
- 3
Stay flexible, because plans change and the best account managers adapt with them.
08What's the biggest mistake an account manager can make?
Missing the small details. If you miss a comment or forget something a client raised, it can look like you don't have their best interests at heart, even when you do.
09What's the earliest sign a client relationship is going cold?
When client calls become quick and short on updates. Weekly meetings should always involve a real conversation; that's what keeps a relationship from going cold.
10What does a great account manager do that nobody teaches?
They listen. It sounds simple, but it's easy to get so wrapped up in your own plan that you miss a detail, or miss what the client is actually trying to achieve.
11How has AI changed the way you run your accounts?
In a number of ways, but one of my favorites is translation in call notes. Some of my clients are based in China, and the language barrier could easily cause problems. With translated notes, it never gets in the way. I can run my accounts confidently without worrying about missing a comment, note, or concern.
12What would you miss most if Kaizan disappeared tomorrow?
Being able to focus fully on my calls instead of pausing to take notes. Who doesn't love convenience?