E-Commerce brand, high online abandonment rate WLTM experienced, honest AM for long lasting meaningful cart recovery relationship, maybe more. Must be expert juggler with large collection of hats. Excellent Communication skills, industry expertise and GSOH essential.
Account Management may not always be romantic, but it’s definitely a matter of the heart! A successful AM loves their job and it shows!
Those who succeed in account management, successfully juggle the needs of their client with the goals of their company and they smile while they do it. If you have AM experience, you’ll know those things aren’t always a match made in heaven.
In my experience, there are two main categories of Account Manager; the Average and the Awesome and here’s what might be separating them:
1 A Firefighter’s Hat
[one_half]The best Account Manager’s demonstrate the willingness and ability to approach difficult situations with realistic solutions. Just identifying the problems isn’t good enough; they should work hard and fast to overcome them.[/one_half]
And just like a bona fide firefighter, a successful Account Manager will promote prevention through pro-activity rather than a solution from reactivity.
A great Account Manager learns from mistakes, both theirs and their clients’ and adapts processes and approach to improve.
2 Working for the client or the company?
The truth is, if you’re an excellent account manager then this answer should appear unclear.
Take the time to pay attention to your client’s life from office to home. Remember the details of the last conversation you had, and the information they’ve shared with you. The result is an authentic and trusting relationship with all parties. The more your client sees you as a partner, and not a supplier, the more successful everyone is.
The ultimate goal is to become an extension of the client’s team and to be treated that way.
3 Sometimes it’s okay to be a know-it-all!
Clients look to their Account Manager to provide something they don’t have, whether that’s expertise or a service.
Every contact is an opportunity to bring something of value to them. After all, they are paying for it. An Account Manager should be an advocate of their service and share the knowledge they’ve gained from their experience.
Stay on top of industry news and trends and always keep one eye on what’s going on in their client’s world.
4 Are you striving for results or just being pushy?
It’s important not to lose sight of your own company’s goals and your role in generating results but that doesn’t mean you should be pushy.
[one_half]We all love the credit for growth but it should never come at the expense of a client relationship. Selling products which don’t match the goals of your client is a disservice to them, and can lead to a breakdown in the relationships you’ve fought hard to build.[/one_half]
Your client shouldn’t feel they are being sold to all of the time, but instead feel you’re in partnership working towards a common goal and that you always have their best interests in mind.
5 Honesty really is the best policy!
Great Account Managers understand their job is to bring the most valuable ideas to the table but also know that can mean having to set expectations and define how to measure success, or even harder still, being forthcoming at times where your company may not be the best solution for a client.
Being open and communicative throughout the process and employing tact and sincerity all comes back to honesty. Account management is about building relationships for the long haul.
Sometimes that means having those difficult conversations – with your client and within your own organization.
Being a high performing account manager requires a combination of interpersonal and goal-oriented skills – but more than anything it’s all a case of making sure you #LoveWhatYouDo.