Behind the Scenes with QorusDocs’ Account Directors: What Customers Really Need in 2026

We spoke with three of our Account Directors (ADs) — Nora Navin, Oliver Mason, and Brandi Pembrook — to get an inside look at what they’re seeing, what customers really struggle with, and what’s genuinely working out there.  

Ask any of them what their job looks like and you’ll get an amused pause. “It depends on the day,” one of them laughed. These are the people who keep customers moving forward, steady the ship during rollouts, and help teams shift from “barely keeping up” to “thriving with AI-powered automation.” 

A Typical Day in the Life of an Account Director  

Tackling complex challenges is where Nora comes alive. “I love a challenging problem,” she laughs. Her day often revolves around the issues her clients bring her, whether she’s digging into process gaps, brainstorming fixes, or keeping an eye on industry news that shapes the legal and professional-services landscape. 

Morning routines look a bit different for Oliver, who begins with coffee and a scan of overnight emails from customers in other time zones. His focus is on being a true strategic partner. As he explains it, the job is really about “making adoption feel achievable, not overwhelming.”  

Most days start with a sweep through active accounts, which is how Brandi sets the stage for strategy conversations and priorities. She spends much of her time helping customers navigate rollouts and spotting opportunities to expand QorusDocs across their teams. In her words, she handles “a little bit of everything, from global rollouts to problem solving.” 

Different people, different rhythms, but they all share the same aim: help customers succeed with an AI-powered proposal software platform and feel supported every step of the way. 

The Challenges Customers Are Up Against 

When the Account Directors talk about what customers are dealing with, there are similarities across industries. Budgets have tightened. Teams are operating with fewer people. Bandwidth is stretched thin. Leaders want clearer proof of ROI. Many teams crave automation but hesitate to trust what it produces. And a lingering fear of AI still pops up, even among people who are excited about what it can do. 

Guidance from Nora usually cuts straight to the heart of the hesitation. AI only does what it’s instructed to do, which is often more comforting than people expect. She’ll also point out a truth that still resonates with teams today: AI won’t take your job, but someone who knows how to use it might. 

Across Oliver’s accounts, the biggest hurdle is sheer capacity. Teams are trying to adopt a new tool while managing a nonstop stream of RFPs and proposals. It creates a loop where the pressure that slows adoption is the very thing automation could help relieve. He notes that teams expect tools that move as quickly as they do. If something slows them down, they’ll abandon it. If it helps them keep up with demand, they’ll embrace it wholeheartedly. 

A different kind of reassurance tends to come from Brandi’s conversations. She often reminds customers that AI isn’t here to replace anyone; it’s designed to support the processes they already have. Her favorite analogy lands well: think of automation as giving everyone their own “executive assistant,” one that handles the repetitive tasks so people can focus on the meaningful ones. 

Together, these perspectives reveal a simple pattern. Most customers aren’t resisting change; they’re trying to navigate it while juggling everything else on their plates. The right support can make that transition feel far less daunting. 

What Customers Fall in Love With 

Ask any Account Director which features win customers over, and you’ll hear different favorites, but the same pattern emerges every time. Certain tools just click.  

Teams tend to gravitate toward: 

• QPilot 

• Smart Skills 

• Pursuits 

• AI templates 

• Content search and consolidation 

• Smart layouts 

Once people experience these in action, you can almost see the tension lift. The software starts taking over the repetitive work, and suddenly the day feels more manageable. 

Different ADs have their own go-to features. Brandi leans toward QPilot, especially the Smart Skills housed in the Resource Center. Oliver is drawn to the flexibility of Smart Skills as well, particularly the way complex prompts can be packaged for users who aren’t familiar with AI at all. And for Nora, nothing beats showing off AI templates. She loves watching the moment it clicks, when someone sees a long-standing pain point vanish in front of them. 

These features aren’t just helpful; they give teams back time, confidence, and breathing room. 

Their Best Advice for Proposal and BD Teams 

When you ask the Account Directors what really moves the needle for proposal and BD teams, their guidance comes through loud and clear. 

• Automate wherever you can. 

• Let AI handle the repetitive work so you can focus on strategic tasks. 

• Keep in mind that your competitors are already doing this. 

• Try not to hold onto manual processes just because they’re familiar. 

• Choose tools that help you meet the expectations clients have today, not the ones they had five years ago. 

Nora often adds an important nuance. Automation alone won’t guarantee higher win rates, but it gives teams the time and headspace to strengthen the parts of the process that do influence outcomes. As she puts it, “While it won’t necessarily guarantee more wins, I think all teams should have automation systems and be using AI to work smarter.”  

In other words, smarter tools don’t replace the human element. They make more room for it. 

Small Wins That Still Make Them Proud 

Every Account Director has a few moments that stick with them. For Brandi, it was watching a client embrace her change-management guidance from day one. Their adoption rates stayed strong, and the team never dipped below the benchmark she set for success. Seeing that kind of follow-through is rare, and it reaffirmed how powerful the right process can be. 

Another memorable moment came from Oliver’s world. One of his customers had been experiencing a complex environment and long onboarding time due to non-standard set up, and once through the complexity, the customer loved the solution. With Qorusdocs’ help, the client team was able to pivot and use the tool consistently and successfully. “Suddenly they were talking about rolling out to the wider user base,” Oliver notes. 

Nora keeps a different kind of win in mind. She remembers the smiles and head nods during a demo of AI templates built with her colleague Marelize — the kind of templates that finally solved pain points legal teams had been wrestling with for years. It was a small moment, but it felt like a breakthrough. 

And Finally, the Fun Bits 

Behind the strategic guidance and steady customer support, the Account Directors have their own quirks and passions. Nora lives for travel and her dog, the two constants that balance out even the busiest weeks. Brandi finds her calm in a hot yoga studio and loves experimenting in the kitchen. And Oliver? He ended up in Germany because he once played in a bagpipe band, and he still slips a pipe band album into the rotation between stretches of early-2000s emo and heavy rock. 

They bring all of that color and personality to their work, which might explain why customers feel so supported. It’s not just the expertise. It’s the people behind it. 

Ready to Work Smarter with QorusDocs? 

If your proposal or BD team is feeling the pressure of heavier workloads, tighter deadlines, or the push to adopt AI, our Account Directors are here to help. They’ve guided teams through global rollouts, supported complex change-management efforts, and helped customers transform the way they work.  

Whether you’re curious about AI-powered automation, looking to streamline your workflows, or want to take the next step with QorusDocs, reach out. We’d love to show you what smarter, more confident proposal work can look like.