Short answer
Account health assessment evaluates defined signals and documents risks before they become urgent. Assess the consistency of evidence gathering, interpretation, and risk documentation, not the health status of an account or a prediction treated as certainty.
About Account health assessment
Combines defined relationship, adoption, support, and commercial signals to form a current, evidence-based assessment of account health, including uncertainties, risks, and required follow-up.
Use this competency for
- Roles expected to maintain and explain a current view of account health.
- Functions that use multiple signals to identify risk and coordinate preventive action.
Do not use this competency for
- Roles that provide one input signal but do not synthesize or maintain the health assessment.
Important distinctions
Renewal management
Health assessment forms an evidence-based view of current conditions. Renewal management advances a time-bound decision using value, timing, and commercial context.
Escalation management
Health assessment identifies and records emerging risk. Escalation management coordinates urgent issues that already require focused ownership and updates.
Expectations by level
IC1
IC1
Collects defined health signals for assigned accounts, keeps records current, and flags missing or conflicting evidence for review.
Observable behaviors
- Updates required health inputs on the agreed schedule.
- Links a stated risk to the source evidence rather than a general impression.
- Marks missing or contradictory information instead of resolving it by assumption.
Examples
- Records that a stakeholder change is unconfirmed and identifies the source needed.
- Flags that support and adoption signals point in different directions.
IC2
IC2
Produces independent health assessments for standard accounts, weighs signals in context, and documents risks with owners and next review points.
Observable behaviors
- Explains which signals influence the assessment and why.
- Separates observed facts, interpretations, and unresolved questions.
- Documents a risk with its evidence, response owner, and review date.
Examples
- Keeps the assessment unchanged when one weak signal is offset by verified workflow evidence.
- Revises a risk statement after new stakeholder information changes the interpretation.
IC3
IC3
Improves health assessment across varied account contexts by defining interpretation guidance, testing signal usefulness, and aligning teams on risk evidence.
Observable behaviors
- Defines how account context changes the interpretation of recurring signals.
- Reviews false alarms and missed risks to refine assessment guidance.
- Aligns contributors on evidence standards and ownership for disputed inputs.
Examples
- Documents why the same usage pattern means different things for two operating models.
- Retires a health input after reviewing cases where it repeatedly added no useful distinction.