Zodiac Tech CRM Docs

Account Manager

Own the client journey in the agency panel — setup queue, client workspaces, Meta connections, client requests, support desk and live chat.

manager Medium ⏱ 12 min Updated 2026-10-05

Account Manager

You are the client's day-to-day owner inside Zodiac Tech. You run the Setup Queue, keep every client workspace moving, ask clients for what you need (like a Facebook connection), and handle their requests and support conversations.

Who this is for

Zodiac Tech agency staff with the account_manager role. You sign in at /agency/login, not /admin or /super-admin. Your platform account is created by a super admin at /super-admin/meta-ads/agency-team.

Prerequisites: your agency account exists, and a super admin has assigned you as owner on at least one client workspace (or you work the shared queue).

Your permissions in plain language

From AgencyRolesSeeder::ROLE_PERMISSIONS['account_manager']:

Granted Meaning
meta.view See the agency panel: Overview, All Clients, Active Campaigns, Needs Attention, Daily Brief, Portfolio Report, Team Workload.
meta.setup Work the Setup Queue: tick checklist items, set stage status/owner/due dates.
meta.client.manage Edit client workspace info, change client status, assign staff to roles.
meta.connect Help connect a client's Meta (OAuth, page/ad-account selection).
meta.support.manage Client Requests queue, Support Desk, Live Chat.
meta.performance.view Campaign and portfolio performance dashboards.

Not granted, deliberately: meta.campaign.launch (go-live), meta.creative.manage, meta.campaign.create/edit/pause, meta.audit.view, meta.billing.view.

Your daily routine

1. Work the Setup Queue

  1. Open Meta Ads → Setup Queue (/agency/meta-ads/setup-queue).
  2. Read it as: which client needs work, at what stage, owned by whom, doing what next, blocked by what, due when. Sort by Due and clear the reds first.
  3. Broken down by progress, stage, owner, status, next action, due date — filter by Owner to see only yours, or by Status (In Setup, Live, Paused).

Expected result: every client has an owner and a next action; nothing sits unowned.

2. Open a client and drive the stages

Click a client row to open the workspace view:

  1. Stages panel — each stage (from CRM configuration through Go Live) has a checklist. Tick items as they are genuinely done, set the stage status, owner and due date.
  2. Edit Profile & Assignments — update contact person/phone/email and assign the team: account manager, ads specialist, creative specialist, QA reviewer, support person.
  3. Workspace status — move a client between In Setup, Live and Paused as reality changes.
  4. Internal notes — leave context for the next person who opens the file.

The status set, stage names and checklists come from the delivery pipeline (MetaOpsProvisioner); the sequence with SLAs is the Client delivery playbook.

3. Unblock the client's Meta connection

  • If the client has not connected Facebook yet, use Request Facebook Connection on their workspace — it notifies them with the connection link.
  • If they are stuck mid-connection, walk them through Connect Meta (Facebook) and Choose your Page & Ad Account.
  • Health issues surface on Needs Attention — start there, not in the client's WhatsApp.

4. Client requests, support desk, live chat

  • Client Requests (/agency/meta-ads/client-requests) — triage what clients asked for: a campaign change, a new creative, a connection problem. Route to ads/creative specialists and set an expectation.
  • Support Desk (/agency/meta-ads/support-desk) — the ticket queue.
  • Live Chat (/agency/meta-ads/live-chat) — real-time conversations with clients.

5. Performance reviews

  • Portfolio Report per client cycle, Daily Brief each morning, and Active Campaigns / Needs Attention continuations. Share the honest numbers — including paused or under- delivering campaigns — with the client before they ask.

Expected result of good ownership

  • Every client workspace shows real progress (checklists and stage statuses match reality).
  • The client hears from you before they have to ask.
  • QA receives campaigns that are genuinely ready — because you did not let stages skip ahead.

Common mistakes

  • Ticking checklist items that are not done. QA and launch trust these checklists; a false tick produces an embarrassing client moment later.
  • Working outside the panel (personal WhatsApp, spreadsheets). The panel is the record — if it is not there, it did not happen.
  • Trying to launch a campaign. You do not hold launch permission; that gate belongs to QA Reviewer. Route it properly.
  • Editing client info without checking — the Edit form touches contact details the whole team relies on; verify with the client first.

Technical details

  • Panel: App\Providers\Filament\AgencyPanelProvider (id agency, path /agency, login AgencyLogin, lockout-aware).
  • Every page gates on its meta.* permission (ChecksMetaPermission); the client workspace view re-checks each action server-side (ViewMetaClientWorkspace::allowed()).
  • Agency accounts are platform users with no tenant; all queries drop the tenant scope explicitly (withoutGlobalScope('tenant')).

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