An account manager is a dedicated point of contact to support customers with questions about their Expensify account. They will actively monitor open technical issues and be proactive with recommendations to increase efficiency and minimize time spent on expense management.
Unlike Concierge, an account manager’s support will not be real-time, 24 hours a day. A benefit of Concierge is that you get real-time support every day. Your account manager will be super responsive when online, but anything sent when they’re offline will not be responded to until they’re online again.
For real-time responses and simple troubleshooting issues, you can always message our general support by writing to Concierge via the in-product chat or by emailing firstname.lastname@example.org.
If you are a policy or domain admin, you will hear from your account manager as soon as one gets assigned to your company. You’ll also have the option to contact them when you log in to your account and click the Concierge icon.
You can contact your account manager by:
Not every customer will automatically be assigned an account manager. If you think you would benefit from having a dedicated account manager, please email a request to email@example.com, and we’ll do our best to assign one as soon as possible.
You will be able to see if they are online via their status, which will either say something like “online” or have their working hours.
If for some reason, you’re unable to reach your account manager, perhaps because they’re offline, then you can always reach out to Concierge for assistance. Your account manager will always get back to you when they’re online again.
Of course! You can ask your account manager to schedule a call whenever you think one might be helpful. We usually find that the most effective calls are those that deal with general setup questions. For technical troubleshooting, we typically recommend chat as that allows your account manager time to look into the issue, test things on their end, and, if needed, consult the wider Expensify technical team. It also allows you to easily refer back to instructions and links.
Concierge is here to answer all your questions.