What Makes a Great Account Manager in The Age of AI

In a world dominated by AI automation, where customer support is almost entirely lost to the droids, it’s easy to assume that the future of business—sales, marketing, operations—will be entirely run by machines.

Easy—and terrifying.

At least for someone who’s seen any of the Terminator movies. And since there’s about 100 of those now, that’s probably a lot of people. 

Suffice to say, the world we’re living in now? Well, Sarah Connor would be shaking in her gunboats.

But it’s not judgement day just yet.

Thankfully, there are still plenty of jobs that can’t be done by AI simply because it’s artificial. 

Business—and the selling aspect of business specifically—is based on trust. It’s the founding principle of sales.

People buy from people they trust.  

And at Digistore24, we’ll never forget that.

So while many businesses and industry giants are leaning heavily into AI for their new sales strategies—minimizing human interaction in favor of speed and scalability—we will always prioritize the human touch. 

For this chapter of “The Human Touch,” we reached out to some of our own account managers to find out just what kind of a difference that human element can make for their clients.

You Can’t Automate Empathy

As technology continues to evolve, so must the world’s approach to sales. 

In recent years, more and more businesses have been moving away from the traditional sales approach and relying heavily on AI technology instead. 

From self-scan checkouts to AI customer support bots, engaging with a real-life human these days is a rare enough occurrence.

But for our team at Digistore24, account management will always be about relationship-building.

At Digistore24, our account managers (AMs) aren’t just relevant—they’re instrumental.

In so many ways, they are our face. 

Through all the social chatter, email blasts, and industry mayhem, they’re the real hand you get to shake. The real voice you get to hear. And the real person you get to cheer with your handcrafted cocktail at one of our legendary events. 

And behind every successful affiliate partnership, every product owner breakthrough, and every high-converting funnel is something no AI can replicate; a dedicated, empathetic, strategic, living and breathing human being.

The Evolving Role of Account Management

Being a great account manager in our industry means blending vibrant interpersonal skills with a keen understanding of tech platforms, digital marketing trends, and performance metrics. 

That means account managers today wear many hats.

No longer just "client caretakers,” our account managers are growth partners, strategic advisors, and tech translators. 

They guide product owners and affiliates through complex systems, help them leverage powerful features—like conversion tracking and sales automation—and continuously seek new ways to help their clients improve performance.

In short, they need to know their stuff.

That’s what separates the bad, from…well, the Digistore24 team, of course. 

Just kidding. Well, not really. Our team really is the best, but we’re here to talk about why.

So here’s what sets them apart:

Tech Fluency

An account manager at Digistore24 doesn’t need to be a software developer—but they do need to be tech-savvy. Understanding how tools like conversion tracking, split testing, payment processing, and CRM integrations work is essential to helping their clients succeed.

Strategic Thinking\Proactive Ownership

Account managers are no longer reactive; they’re proactive. They anticipate roadblocks, propose optimizations, and align their strategies with client goals and KPIs.

Emotional Intelligence

In a high-pressure, result-driven environment, knowing when to listen, when to encourage, and when to push for change makes a massive difference. The human element of empathy is irreplaceable.

Data-Driven Decision-Making

A great account manager knows how to read between the numbers. They don’t just report conversion rates or cart abandonments—they analyze them, interpret them, and propose actionable next steps.

Time Management & Prioritization

With multiple product owners, affiliates, and internal teams to juggle, account managers must prioritize wisely. The best ones create systems that allow them to support high-volume needs without sacrificing quality.

Problem Solving

When something goes wrong, guess who’s the first to hear about it? Account managers are the bridge between complex digital solutions and client success. That makes problem-solving a mission-critical skill. An added strength is the ability to keep a cool head under pressure; this can protect both relationships and results.

Tailored Support: Product Owners vs Affiliates

In our business, product owners and affiliates are like two sides of the same coin. Or like Jerry McGuire and…whatever Renee Zellweger’s character’s name was—they complete each other.

But all the romance aside, from an account management perspective, they actually have very different needs.

And understanding, interpreting, and meeting those needs, are the job of the AM.

“Product owners are the creators—they build the product, and affiliates are the marketers—they bring in the people to check the product out, [so] their needs reflect this core difference,” says Robert.

From an account management perspective, here are some key distinctions between the two:

Product owners generally require more robust onboarding and more long-term support.

“This side is generally more technical,” says Luigi. “It’s more about integration with our platform.”

They often need help with:

Affiliates, on the other hand, are generally more independent.

“Affiliates are more focused on traffic,” says Luigi.

But they still value support when it comes to:

“Affiliates are performance based promoters who drive traffic to the vendor's product,” says Robert. “So we need to provide them with good offers that have great stats for them to promote.”

Account managers need to understand the unique needs of each, as well as the needs of each individual business, and this is where the human approach really makes the difference.

"From my personal experience, face to face interaction always helps,” says Jonathan. “Which is why attending all the conferences and hosting private events is so powerful—and this is something AI will never be able to replace.”

In the end, both product owners and affiliates want the same thing— more sales with less effort—and it’s the account managers who work to ensure that happens.

Balancing Technology and Trust - The Importance of Human Connection in Client Relationships

We are all for automation.

It’s what powers our platform. It’s the force behind our robust tools, our intuitive dashboards, and our progressive analytics.

But there are some equally important things that can’t be automated—like relationships, for example.

So it’s our account managers’ job to ensure that while our tech is accessible, the experience is personal.

By marrying powerful technology with true human interaction, our AMs empower our clients to scale without compromising on authenticity.

Our AI does the heavy lifting—automated payment processing, compliance handling, and affiliate tracking reduce the workload for product owners and affiliates.

Our humans add the finesse—Digistore24 account managers listen to their client’s unique goals, guide strategy sessions, and provide support during challenges (because not every funnel works perfectly the first time).

“Technology and data are powerful tools that should be used to make the human element more effective,” says Robert. “They handle the repetitive tasks so you can focus on what matters: listening, understanding, building trust, and solving complex problems.

The product solves the business's problem. I solve the human's problem. In sales and account management, you must do both to succeed.”

Leveraging Tech for Personalized Solutions

Digistore24’s platform is packed with tools that give the account managers a scalable product they can proudly stand behind, like:

It’s a great place to start from. And while all of it is fairly self-service, our account managers are there to fine-tune the experience by offering personalized support.

It’s what turns a great platform into an essential ally.

“Technology provides the scale and the data,” says Robert. “While the human connection provides context, trust, and empathy. One without the other is incomplete. I use them in a symbiotic loop to support, advise, and empower my clients.”

Staying Ahead: Learn to Thrive

The affiliate marketing and e-commerce landscape changes constantly. New traffic sources emerge, algorithms shift, buyer behavior evolves, and AI continues to advance. 

And our account managers? Well they need to keep up with it all. 

So how do they do it?

From internal training, to industry mastermind events, and independent learning, here’s what some of our AMs do to stay on top. 

“For me, it’s LinkedIn, [various] affiliate marketing blogs, and YouTube,” says Veronica.

The Heart Behind the Tech

From AI customer service bots to data-driven campaign optimizers, technology continues to revolutionize how companies operate—and we are no exception.

But we also recognize that while technology enables scale, it’s our people who drive loyalty, strategy, and success

And that’s why at Digistore24, no matter how far AI advances, we will never automate the human out of the equation.

So, sorry Skynet. It’s not your day yet.

And as for what makes account managers so essential?

It’s their balanced commitment to both performance and people. And at Digistore24, we’re proud to say we have some of the best.

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