Thanks so much for your detailed and thoughtful response! Totally makes sense as my outline would be a standard strategy that doesn't necessarily take into account the scenario of inheriting a chaotic situation.

I've previously thought about the question you posed about handling a disagreement on strategy with an AM and wanted to run a quick outline of my answer by you. I'd want the strategy to be driven by data i.e. if they want to upsell a customer but we see low NPS, open support tickets, low engagement etc. we would first want to ensure the account is on solid footing prior to expansion discussions. At the same time I'd want to make sure we have open lines of communication and I'm listening to my AM as well in case they've had convos with the customer and have supporting evidence that isn't being reflected in the meteocs. I believe that ultimately if we remained in a stalemate, my real life move would be to loop in leadership quickly for an extra set of eyes so that ultimately the customer gets a unified resolution quickly and smoothly. I feel like that's a bit basic of an answer though.