An account was sold back in Q3 of 2020 by an AE on my team and subsequent services were sold within the account on standard terms. Come to find out in Q2 of 2021 the account was not only not current by all invoices were unpaid. The trick is that the client's business is directly tied to their use of the services so cutting them off would effectively mean cutting off one of the clients main (and largest) revenue streams.
The questions that come to mind (and these aren't the only viable options, but conversation starters) (1) regardless of protocols, who do you think *should* be responsible for the current situation -- i.e., should finance have raised the issue rather than allowing the subsequent deals to be sold and (2) what strategy or messaging would you use with the client regarding a "get your sh** straight" message without coming down threatening anything that none of us want to be in charge of like collections and lawsuits?
Any and all thought are welcome and I can provide more details if it makes a difference.