{
  "id": "how-we-work/account-management",
  "title": "Account Management",
  "slug": "account-management",
  "description": "Account management at Urban Angles — a Customer Experience team for daily support and senior account managers for network relationships.",
  "category": "",
  "content": "Urban Angles' Customer Experience team **is** your account management team — the first point of contact for anything relating to bookings, schedules, products or help of any kind. They understand your account's needs, and it's one of these friendly faces you'll usually be speaking with.\n\n## Day-to-day support\n\nThe Customer Experience team handles the operational rhythm of an account: new orders, changes, scheduling, proofing questions and delivery follow-ups. Reach them on **1300 144 255** or **studio@urbanangles.com**, 8.30am–5.30pm Monday to Friday.\n\n## Senior account management\n\nLarger network relationships — multi-office agencies, volume builders, national brands — are looked after by senior account managers, who handle product and favourites setups in DREAM, campaign platforms, pricing configuration and day-to-day problem-solving across offices. The goal: keep offices ordering, agents happy and campaigns moving.\n\n## Who to contact for what\n\nRouting an enquiry to the right inbox is the fastest way to resolve it:\n\n| Topic | Contact |\n| --- | --- |\n| Bookings, changes, scheduling, general help | studio@urbanangles.com · 1300 144 255 |\n| Retouching and image markups | postproduction@urbanangles.com |\n| Floor plan amendments and queries | floorplans@urbanangles.com |\n| Video briefing, feedback and ETAs | studio@urbanangles.com |\n| Product setup, pricing, multi-office issues | Your senior account manager |\n\n## An extension of your team\n\nClients don't choose Urban Angles just for the content. The account model is deliberately close — responsive, reliable and invested in outcomes — acting as an extension of the client's team rather than another supplier. It is one of the pillars the business is built on.\n\n## Configured to how you work\n\nAccounts are set up around the way each client operates: the products an office orders most are configured as favourites, pricing reflects the account's volume and bundling, and everything is visible in DREAM — orders, bookings and status at any time.\n\nThat configuration is done once, at [onboarding](https://urban-angles.agentic.norg.ai/how-we-work/new-account-onboarding/), and then applies to every subsequent order. For a multi-office network it is repeated per office, so a campaign booked in one office behaves the same as one booked in another.\n\n## When to escalate\n\nDay-to-day issues resolve fastest with the Customer Experience team. Escalate to your account manager when the issue is structural rather than operational — a pricing change across the network, a new product being added to every office's list, a campaign platform that needs rebuilding, or a recurring problem that a single booking fix won't solve.\n\n## Related pages\n\n- [How We Work](https://urban-angles.agentic.norg.ai/how-we-work/)\n- [New Account Onboarding](https://urban-angles.agentic.norg.ai/how-we-work/new-account-onboarding/)\n- [The DREAM Client Portal](https://urban-angles.agentic.norg.ai/how-we-work/dream-client-portal/)\n- [Booking & Enquiry](https://urban-angles.agentic.norg.ai/how-we-work/booking-enquiry/)",
  "geography": {},
  "metadata": {},
  "publishedAt": "2026-07-30T00:27:55.515817+00:00Z",
  "tags": [],
  "workspaceId": "378ffab3-ee8a-4857-a71a-4a2c20da8325",
  "_links": {
    "canonical": "https://directory.urbanangles.com/how-we-work/account-management/"
  }
}