If you're on Plus tier or above, you have a dedicated Account Manager — a specific person at Intertwined whose job is to make sure you're getting the most out of the platform.
What an Account Manager Does
Your Account Manager is your strategic partner, beyond day-to-day support. They help with:
Strategic planning
Recommending which courses or simulators fit your specific teaching goals
Helping plan a rollout if you're expanding from one teacher to many
Setting goals for the year and tracking against them
Implementation support
Walking through complex setup (especially for District customers)
Coordinating SIS/LMS integrations
Onboarding new teachers at your school
Best practices
Sharing what's working for similar teachers and schools
Suggesting pacing adjustments based on your data
Recommending high-impact features you may not have explored
Renewals and expansion
Managing your annual subscription renewal
Discussing whether to upgrade or scale to more teachers
Negotiating multi-year contracts if applicable
Escalation path
Surfacing your concerns to product, engineering, or leadership
Advocating for your feature requests internally
Getting urgent issues prioritized when needed
When to Reach Out
Reach out to your Account Manager for:
Strategic conversations — "Should we add the Stock Simulator next semester?"
Implementation questions — "How should we roll Intertwined out across all 8 of our teachers?"
Complex problems — "We've had repeated issues with X. Can we discuss?"
Renewal discussions — "Our contract is up in 3 months. What are our options?"
Feature requests — "Several of us have been asking for Y. Can you help us push for it?"
Beta opportunities — "Are there upcoming features we could pilot?"
Use email for tactical questions ("How do I do X?"). Use your Account Manager for strategic or relational ones.
How Often to Meet
The cadence varies by relationship:
Plus tier — Quarterly check-ins are typical, with ad-hoc contact as needed Pro tier — Monthly or quarterly check-ins, depending on activity level District plan — Monthly check-ins are common, with more frequent contact during implementation phases
You can always request more or less frequent contact based on your needs.
Making Meetings Productive
To get the most out of Account Manager check-ins:
Come with an agenda Even a rough list of topics helps. "I want to discuss [X], [Y], and [Z]" makes meetings more focused than open-ended conversations.
Share data If you're discussing classroom performance or implementation success, share specific numbers, screenshots, or examples. Concrete data leads to concrete advice.
Be honest about challenges If something isn't working, say so. Account Managers can't help with problems they don't know about. The conversation isn't a sales pitch — it's a partnership.
Bring questions in advance If you have specific platform questions, share them before the meeting so your Account Manager can prepare thoughtful answers.
Take notes Capture next steps, recommendations, and commitments from both sides.
Connecting Your Account Manager With Others
If you want your Account Manager to talk to:
Other teachers at your school — Connect them so the AM can support multiple educators
Your administrator or principal — For strategic conversations about expansion or budgeting
Your IT department — For technical integration questions
Your district curriculum team — For standards-alignment or rollout conversations
Just make the introduction via email — your AM is happy to expand the conversation.
If You Don't Know Who Your Account Manager Is
Plus tier and above customers are assigned an Account Manager during onboarding. If you don't know who yours is:
Check your welcome emails — your AM's contact information was typically introduced there
Check Account Settings for an assigned contact
Email [email protected] and ask to be connected to your AM
Changing Account Managers
If for any reason the working relationship with your assigned AM isn't a good fit, you can request a different AM. Email support and explain the situation — we'll work to find a better match.
What Account Managers Don't Do
To set expectations:
They're not tech support — For "how do I" questions or bug reports, use email support
They're not curriculum designers — They can recommend best practices, but they don't customize curriculum for you
They're not on-call 24/7 — They have business hours like everyone else
They can't override product roadmap — They can advocate for your requests, but the product team makes final calls on what gets built
For day-to-day questions, use support email. For strategy, partnership, and advocacy, use your AM.
Related articles:
12.1 Getting Help
12.2 Requesting a Live Training Webinar
10.4 District and School-Wide Plans