A.1 Roles & Responsibilities: AM vs. PM

A.1 Roles & Responsibilities: AM vs. PM

• The Account Manager (AM): The "Farmer." Responsible for the commercial relationship, contract renewals, pricing negotiation, and overall satisfaction. 
• The Program Manager (PM): The "Builder." Responsible for the technical execution, schedule, and engineering coordination. (Note: PM protocols live in Book 1; this chapter simply defines the boundary).
• Escalation Matrix: A defined path for the customer when things go wrong.
  • Level 1: Program Manager (Daily execution).
  • Level 2: Account Manager (Commercial dispute).
  • Level 3: VP of Ops / Leadership (Strategic crisis).