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Seems to me like the third party reviews are still making an impact on the rankings, it is just that google is no longer displaying them due to legal reasons.

I really like account groups. Account managers that make money are sales people and can't answer questions or make estimates. They always take notes and have to get back to you. The goal is to make money and this maybe a more profitable way to operate. But on the other hand happier customers is more business. I like this idea: Account contact and a group of tech/ specialists. Any of these people can be contacted. Your question: account manager should usually be the primary point of contact.