Account Manager Overview and Tips for Success
A few tips for successful Account Management
Your Role
As the account manager, you are responsible for the overall health and success of the account, both for the client and for your team. It’s a delicate balance of being the sounding board for your client to make sure that his or her needs are met, as well as ensuring that your team is supported and free of any issue that may impact the work.
Ten Tips for Good Account Management
Here are ten tried and true tips that every good account manager should know.
Know your Client. Subscribe to blogs, Google alerts, etc. and do your own research to understand your client’s industry and the business. In addition, have one-on-one time with your client to not only understand what he or she needs from a business standpoint, but from a personal. Not only does this help aid tougher conversation, but you’ll gain insight into where we can help grow the account.
Check your Work. As the account person, you are responsible for the work that leaves VV. Review everything, from project plans to final deliverables to make sure it captures what was agreed between VV and the client. If nothing else, this also ensures you’re looped into what’s happening at any given stage of the project.
What Would my Client Do? Your client hired us on for our insight and experience, so they trust that we will do what’s right for the project. However, it’s helpful to apply this filter when reviewing our work to make sure it meets your client’s needs. For example, if your client wants a purple background but we’re showing blue, ask your team about the decision. At the very least, they will have a good reason why and it will help you defend the work.
Support your Team. A good account manager has a pulse on the team and knows when to step in to support them. Check in individually to make sure they have what they need to get the work done.
Keep an Eye on the Bigger Picture. Part of what makes your role so important is that you're able to see the forest for the trees. Not only does this relate to the general account tasks like managing the budget and resources, this also means that you can help identify opportunities to work with the client to grow the account.
Get Comfortable Talking About Money. Budgets and compensation are tough topics, but is an important part of good account management. Being upfront and transparent with the client about potential scope creep will help make sure that the client is on board with the work and your team is covered for any potential additional expenses.
Know When to Escalate. As the account manager, you’ll be the front lines for communications with the client and dealing with issues first-hand. While you’re naturally a problem solver, it’s also good to know when to escalate concerns to Taylor or Michael. Such things include: Budget concerns, staff concerns, deadlines or blockers.
It’s OK Not to Know the Answer. There will be times when you’re asked a question and don’t know the answer. And that’s okay. Tell your client that you’re not sure but will find out, then circle back with person who may know. This will avoid any confusion or over promises.
Embrace Change. The scope we started with may not end up being what’s delivered. Client needs can change over the course of the project and hopefully you’ll be clued in early on, thanks to knowing your client.
Optimism Goes a Long Way. It’s simple, it’s true. A positive outlook will help work through potentially issues, both internally and externally.
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