Account Management
Manage, maintain and grow the sales and relationships with a specific customer or set of accounts. This includes in-depth customer engagement, relationship-building and provision of quality solutions and service to address customers' needs efficiently and generate revenue.
Type
Functional
Competency Area
Customer Relationship and Stakeholder Management
Levels
Follow Standard Processes
Articulate advantages and disadvantages of the organisation's product or service offerings to customers
Share basic understanding of the organisation's products and services with customers
Conduct sales activities for assigned clients or accounts according to a defined sales plan
Sell a limited range of products and services to specific assigned customers, following a standard protocol
Execute day-to-day administrative activities for sales, including handling and management of sales contracts, systems, transactions, and documentation
Managing Customer Satisfaction
Utilise suitable communication platforms to engage with customers
Process feedback from customers on organisation's products and services
Interact effectively with customer and provide quality customer service
Manage customer satisfaction
Provide suitable product and service solutions to address customer needs
Drive sales and servicing activities for existing clients or accounts
Retain accountability for sales performance for one or a few small customer accounts
Develop plans for projected needs
Formulate an action plan to cater to various customer accounts
Establish existing and potential customer needs and expectations based on feedback
Customise a customer service plan to cater to specific needs of different customers and clients
Adapt proposed solutions as well as sales messages to suit the customer's business context needs
Devise strategies to broaden or deepen relationships with existing customers
Develop product and service solutions that will address current and future customer needs
Set up processes to measure and manage customer satisfaction in line with key performance indicators
Oversee sales performance of a set of customer accounts
Assess business impact of account management activities
Manage customer service strategy
Develop organisational objectives and key performance indicators in managing customer accounts
Establish a customer account management framework to evaluate and enhance customer satisfaction
Develop an organisational customer service strategy to engage, retain and grow customers
Oversee organisation- wide sales performance through all customer accounts
Lead management of the organisation's largest and most critical customer accounts
Establish long-term, strategic relationships with external partners
Review effectiveness of account management activities across customers, agencies and geographies