TRACK: Account Strategy | SkillHouse Docs

TRACK is SkillHouse's strategic account management framework. It provides a structured workflow for managing client relationships and driving account growth through five stages:

T — Track the Situation: Understand the account baseline — profile, contacts, KPIs, health, journey scores, and issues & risks.
R — Reveal the Goals: Define measurable goals linked to client KPIs and internal OKR objectives.
A — Align the Routes: Map expansion opportunities (upsell, cross-sell, renewal, partnership) and link them to projects.
C — Choose the Line: Create concrete 30/60/90-day plays tied to routes and learning assignments.
K — Kickoff the Plan: Establish meeting cadences with participants, and track execution metrics.

Getting Started

Navigate to Manager → Accounts (or TRACK).
Select an existing account or create a new one.
Work through each TRACK section from left to right.

Account Profile (T)

The Track the Situation section captures the account baseline:

Account profile — Industry, business model, maturity level, tier, and FTE counts.
Client contacts — Key stakeholders with seniority, influence, and contact info.
Client KPIs — The client's own success metrics (NPS, ARR, churn rate, etc.).
Health snapshots — Delivery and relationship health (green/amber/red).
Journey scores — Strategic dimension scores over time.
Issues & notes — Strategic intelligence log with assignable issues.

Goals (R)

The Reveal the Goals section defines 2–3 measurable account goals:

Each goal has a title, baseline value, target value, progress, and status.
Link goals to multiple KPIs from the client's KPI list.
Link goals to multiple internal OKR objectives for cross-referencing.
Track progress with check-ins over time.

Tip: Goals are most effective when they directly reference client KPIs — this creates a clear measurement bridge between your strategy and the client's success metrics.

Routes (A)

The Align the Routes section maps expansion opportunities:

Each route has a type (upsell, cross-sell, renewal, new unit, partnership), probability, risk/effort levels, and estimated value.
Routes flow through a pipeline: Identified → Qualifying → Pursuing → Won/Lost/Parked.
Link routes to multiple projects when opportunities become active delivery.

Plays (C)

The Choose the Line section defines concrete actions:

Each play has a 30/60/90-day horizon, owner, status, and due date.
Link plays to multiple routes they support.
Link plays to multiple learning assignments for upskilling tied to the strategy.

Kickoff Cadences (K)

The Kickoff the Plan section establishes the meeting rhythm:

Define meeting cadences — internal syncs, client check-ins, QBRs, executive sponsor meetings.
Set frequency (weekly, bi-weekly, monthly, quarterly, ad-hoc).
Add multiple participants from your organization.
Track execution metrics — QBR completion rate, action items closed, etc.

Relational Model

All strategic links in TRACK use many-to-many relationships, giving you full flexibility:

Relationship	What it means
Goal ↔ KPIs	A goal can track multiple client KPIs
Goal ↔ Objectives	A goal can align with multiple internal OKRs
Route ↔ Projects	A route can be linked to multiple delivery projects
Play ↔ Routes	A play can support multiple routes simultaneously
Play ↔ Assignments	A play can be linked to multiple learning assignments
Cadence ↔ Participants	A meeting cadence can have multiple participants

Permissions

TRACK uses three permission levels:

Permission	Access
`track:read`	View account data and TRACK sections
`track:write`	Create and edit goals, routes, plays, cadences
`track:admin`	Full administrative access to TRACK settings

Managers have track:read and track:write by default. 1:1 facilitators have track:read.