An Account Manager is responsible for maintaining the relationship between a client and a business. The Account Manager role can also be known as Account Supervisor, Customer Success Manager, Client Relations Manager and Sales Account Manager. The Account Manager operates as the key contact for clients and filters all matters in relation to a particular group of clients or accounts they are responsible for. They establish, build, maintain productive relationships with their customers and negotiate to achieve agreement on contracts. They frequently act as mediator to resolve issues and ensure the needs of both the business and the client are met.
An Account Manager also responds to enquiries and maintains frequent communication via many methods such as phone, email, post and maintains all key information and communication via a CRM (customer relationship management) program. They often find unique ways of developing and sustaining relationships and trust to obtain further sales and increase an audience or database through direct referrals. An Account Manager may be required to look after a client base across a certain region or area and therefore may be required to travel. In some businesses the Account Manager and Sales Manager role are one and the same, therefore the Account Manager may also be responsible for direct client sales.
Account Managers work closely with senior management to determine KPIs and sales targets and may consult with the marketing team to decide on appropriate marketing campaigns. There are similarities between a Client Services Officer, who provides similar support but may also be required to provided administrative support to the team. An Account Manager frequently works in a professional service setting, such as financial, construction, legal, advisory, and professional consultancy services.
There are no formal educational requirements to work as an Account Manager, however qualifications in Business, Business Administration, Management and Marketing would be highly regarded.
Most companies will give you training on the job about their products and services.
You may also need particular qualifications if you plan to work in a specialised industry. For example, if you work as an Account Manager in a company selling heavy plant and equipment, you may benefit from having a mechanical background, or if you work in company selling computers to a retail store, you may benefit from having IT qualifications.
- Customer Orientated
- Social Selling
- Active Listening