Account Manager is a sales professional who performs a variety of responsibilities aimed at managing his employer's customer relationships as well as developing new business from existing customers. In most counties, the business development executive is actively seeking new clients. Account managers work in a variety of industries, including advertising, financial services and media mass media. As with most sales roles, these managers are typically compensated with a base salary plus a commission based on the amount of revenue.
The account manager often acts as her company. In most cases, she is the main, if not the only, company representative who communicates with clients. As a result, it is important to her to provide a positive customer service experience. This is achieved by listening to each customer to understand their individual needs and directing them towards the appropriate product or service. It is important for an account manager to manage the expectations of their clients; when glitches occur during the service delivery process, it is imperative that he works to resolve the situations quickly as his goal is to win them repeat business.
An account manager is the person responsible for managing a company's relationship with its customers. They are responsible for building long-term relationships with a group of clients and typically stay with clients for the duration of their relationship with the company. The goal is to retain customers or accounts for as long as possible. Account managers may be responsible for finding new business, assigning leads, accounts, or a combination of both. Tasks may include project management, strategic planning, sales support, product design, service application, logistics and marketing.
By looking at job description examples, you can determine what technical and mental skills, credentials, and work experience are important to an employer in that target field. Almost every industry uses account managers to service customer accounts. If you have strong interpersonal and organizational skills, you may be interested in becoming an account manager.
Account Managers work with sales teams, customer service departments, and account managers to ensure a smooth operation where customers are satisfied and funds are spent properly. As an Account Manager, you can create budgets, forecasts, and schedules to ensure products and projects are completed on time and performing correctly. Account managers are responsible for ensuring that clients are satisfied with the resolution of issues. To serve in this role, you must have a thorough understanding of your company's products and services.
Responsibilities of a Customer Service Manager
Account Manager responsibilities include developing long-term relationships with a portfolio of clients, liaising with key business leaders and stakeholders. Managers liaise between clients and cross-functional internal teams to ensure timely and successful delivery of solutions based on client needs. Manage and develop customer accounts to initiate and maintain positive customer relationships. Responsible for leading a team of account managers dedicated to meeting the operational needs of assigned client segments. The main responsibilities of an Account Manager include:
- Lead, train and manage other team members, manage accounts and resolve any issues that may arise.
- Responsible for managing multiple accounts and being the face of the company for many clients.
- Teaching clients at all levels domestically and training managers to effectively represent the client.
- Achieving high goals and sales while motivating executives to do the same.
- Creation of new business relations using existing industry contacts. Collaborate with the sales team to generate leads.
- Provide sales presentations to senior executives.
- Manage employer relationships and provide excellent customer service and support.
- Correction of all proposals for improvement and market research to senior employees.
- Ensuring that they are aware of all competitive activities within the accounts.
- Be the primary point of contact and create long-term relationships with clients.
- Assist clients via email, phone, online presentations, screen collaborations, and in-person meetings.
- Develop trusting relationships with key clients, stakeholders and executive sponsors.
- Ensure timely and successful delivery of solutions in accordance with client needs and objectives.
- Clearly communicate progress of monthly/quarterly initiatives to internal and external stakeholders.
- Forecast and tracking key indicators account.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participation in professional organizations.
- Enhance the reputation of the department and organization by participating in new and different requests; exploring opportunities to add value to work achievements.
- Responsible for keeping current customers happy and providing exceptional service on a daily basis.
- Monitoring and analysis of customer use of the product.
- Responsible for working with the team on board and integrating new clients and developing existing client relationships.
- Maintaining communication between the client and internal teams.
- Generate sales among client accounts, including upset and cross-selling.
- Work for assigned clients.
- Develop and maintain long-term relationships with accounts.
- Ensure that customers receive requested products and services in a timely manner.
- Link the needs and requirements of clients with the employer.
- Forecast and track customer account performance.
- Manage projects within the relationship, working to achieve client goals while achieving company goals.
- Identify business development opportunities with existing clients.
- Coordinate with employees working on the same account to ensure consistent service.
- Serve multiple clients simultaneously, often meeting deadlines.
- Maintain records of client transactions.
In most organizations, a manager must maintain or exceed a minimum sales volume. This number is called a quota, which is communicated to him by the sales manager. Quite often, his compensation directly corresponds to his ability to meet this requirement. In addition to the commission, it is not uncommon to have to set aside compensation, such as financial bonuses or valuable merchandise, that must be awarded to those account managers who exceed their quota. Failure to do so may result in the account manager being placed on probation. Repeated failure usually results in termination.
An account manager is often required to prepare various reports related to sales team performance: quarterly sales results, annual forecasts, and account status reports are just a few examples. Once created, these documents are presented to senior management. Although the account manager may rely on support administrative specialist, for example, a sales coordinator to perform this task, it is not uncommon for him to perform this responsibility himself, especially if he works in a smaller organization or at a lower professional level. Completing reporting tasks typically requires knowledge of computer programs such as Microsoft Excel.
Requirements
Account Managers do not need to have direct experience in the relevant role, but will need to demonstrate a good understanding of the job and enthusiasm for the sales and marketing team. Experience in a client-facing role will always be beneficial, as will experience dealing with finance and working to deadlines.
Account manager jobs are often very competitive, so it's worth investing in an internship in a marketing, communications or sales department to develop useful contacts and the necessary skills for the job.
Requirements for a Customer Service Manager:
- Degrees in business, marketing, or any other field are typically required. related areas. Bachelor's degree in relevant field of study or equivalent work experience.
- Formal sales training.
- Excellent oral and written communication skills.
- Proven account management or other relevant experience.
- Demonstrated ability to communicate, present and influence authentically and effectively at all levels of the organization, including executive and C-level. Excellent listening, negotiation and presentation skills.
- Experience delivering solutions based on customer needs.
- Proven ability to manage multiple projects simultaneously with close attention to detail. Excellent time and project management skills.
- 5 years of marketing experience with an agency. Proven experience as a Manager, Key Account Manager, Account Manager, Associate Manager or related role.
- Deep digital understanding. Understanding of website development, marketing, measurement and analytics, content management, digital marketing and internet technologies.
- Motivational ability to be in a results-oriented environment.
- Create natural relationships with integrity, reliability and maturity.
- Ability to set priorities among competing tasks.
- Critical thinking and problem solving skills.
- Great attention to detail and meeting deadlines.
- Professional use Microsoft Office Suite, Google Apps, Salesforce and Help Desk. Reliable experience with software CRM (such as Salesforce, Zoho CRM or HubSpot) and MS Office (specifically MS Excel).
Skills
More specifically, the account manager must have:
- Strong interpersonal skills.
- Polite, friendly and diplomatic manner.
- Excellent communication skills, both written and verbal.
- Good sense of humor.
- Good negotiation skills.
- Ability to generate ideas.
- Ability to simultaneously prioritize and manage multiple different tasks.
- Excellent understanding of customer service.
- Ability to work effectively to deadlines.
- Good motivational skills.
- Good common sense and logical thinking.
- Opportunity to communicate with a wide range of people.
- Ability to thrive in stressful situations.
- Ability to solve problems as they arise.
- Skillful and flexible work ethic.
- Good organizational skills.
- Good administrative skills.
- Excellent planning options.
- Ability to work independently and as part of a team.
- Good IT skills.
- Good attention to the details.
- Ability to manage multiple tasks simultaneously.
- Good budgeting skills and ability to handle finances.
- Ability to handle rejection (when a customer decides to stop doing business with the company).
- Intelligence skills.
- Teamwork.
- Planning.
The Account Manager must be a proactive starter who understands the business as a whole. He must also be a strong observer of society and trends, particularly among target audience clients, and have financial management skills.
A simple mistranslation error can make or break a deal for a client.
Attention to detail is also important. Being meticulous can help avoid missing pieces of information vital to telling the client's story or misinterpreting what the client wants.
Required Education
In general, account managers should have a good first degree, preferably in a business or marketing related subject, although graduates from other disciplines will usually be considered to ensure they can demonstrate the required skills and commitment to the role. Companies that have an international aspect to their work may also require employees to have foreign language qualifications.
Requires a bachelor's degree in a specialized field and at least 5 years of experience in a specialized field or related field. Familiarity with various concepts, practices and procedures. Draws on extensive experience and judgment to plan and achieve goals. A wide degree of creativity and open-mindedness is expected. What degree of education is acceptable:
- There are routes into marketing for both university graduates and school graduates.
- Any degree of discipline is acceptable, although some employers prefer social or behavioral science, business, management, marketing, public relations, languages.
- A number of institutions offer a postgraduate marketing qualification, which can be beneficial.
- Relevant experience gained within direct marketing or commercial venues such as retail, sales and marketing, may also be helpful.
Those who have strong interpersonal skills: empathy, emotional intelligence, verbal skills, flexibility tend to go far, even to have less strength in other skills.
It is recommended to have a strong personal development basis. We need to strengthen our presence in social networks, personal website and professional profiles to show potential employers how well can you manage public opinion about yourself in order to successfully represent the client.
Internships can turn into full-time jobs. Account managers are most often recruited from graduate or internship programs. Experience in advertising agencies will be the most invaluable asset to a CV, but agencies are always looking to diversify their available skill sets, so qualifications in the arts, languages and sciences are valued in this role.
There are certain steps and stages of development you can take to become a competitive employee:
- For an account manager in public relations or advertising, a bachelor's degree that emphasizes advertising, public relations, or communications can provide the necessary education. Students in the undergraduate public relations and advertising program can learn about maintaining a company's image and promoting its products to customers. Graduates can leave the program with skills critical thinking, problem solving and must have extensive experience in speaking and writing. In preparation for working as account managers, students can expect training in writing, media planning, public relations ethics, statistics, and campaign development.
- Internships in advertising or public organizations provide opportunities for work, professional development and networking. Students can pursue a variety of relevant internships in areas such as media management, copywriting, and accounting services.
- After completing a bachelor's degree, an aspiring account manager can be hired under the title of associate account manager or assistant account manager. Daily responsibilities may include managing accounts, finding new clients, and ensuring current clients are happy. Since most account management tasks require some experience directly related to the field, future managers may need to start in one of these entry-level positions before working their way into their desired role. With experience and demonstrated good performance, a junior level assistant may be promoted to Account Manager or Senior Account Manager. Experience gained in these positions can also lead to an account management career at another company.
- With five years of experience, public relations managers can sit for the accreditation certification exam administered by the public relations society. Prospective candidates must also pass a readiness test before they can receive these credentials. Although not required, this certification can show potential employers that a job candidate has a specific set of skills useful for a career in public relations.
- Client relationship managers looking for opportunities promotions in public relations and advertising, may want to pursue a master's degree. According to the Bureau of Labor Statistics, strong competition for advertising management positions is expected for the 2012-2022 decade. Earning a master's degree can be one way for managers to stand out in a sea of job candidates and apply for an advanced or higher position. Master's programs in Public Relations and Advertising emphasize strategic thinking, relationship management, creative skills and ethical responsibility. *****Some of the students' advanced courses may include integrated campaigns, creative process, strategic planning in advertising, communication strategy, political public relations, media relations, planning and corporate communication. *****This master's program may also offer students the opportunity to gain even more experience through participation in an internship.
Functions
An Account Manager is responsible for maintaining and developing relationships with a specific group of clients (accounts). They are usually assigned to the same set of accounts throughout life cycle business relations. At that time, account managers will be responsible for deeply understanding the customer's needs, helping customers acquire the majority of the existing products they have purchased and increasing revenue by introducing contact with new products or services.
There are many types of account managers, including technical account managers, strategic managers accounts and corporate account managers. Despite the differences in job titles, most account managers have several core attributes, including: the ability to easily build rapport with a wide range of clients, the ability to understand the client's basic needs even if they are not expressed directly, and common sense. Account managers can work for a wide variety of companies and businesses, including consulting firms, international corporations and technology product companies. They may become a financial account manager, overseeing the company's finances, or a merchant account manager, responsible for opening and maintaining sales accounts.
Ultimately, successful manager When working with clients, you must do the following:
- Performs human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, disciplining employees; communication expectations of work; planning, monitoring, evaluating and reviewing work contributions; planning and reviewing compensation actions; Ensure compliance with policies and procedures.
- Ensures that operational goals are considered by providing input and recommendations regarding strategic plans and reviews; preparing and finalizing action plans; implementing production, productivity, quality and customer service standards; problem solving; completion of audits; identifying trends; identifying system improvements; implementation of changes.
- Reply financial tasks accounting in accordance with forecasting requirements; preparation of the annual budget; expense schedule; analysis of differences; initiation of corrective actions.
- Confirmation financial condition, controlling income and expenses; coordinating the collection, consolidation and evaluation of financial data; preparation of special reports.
- Maintains accounting control by creating a chart of accounts; defining accounting policies and procedures.
- Directs other departments through research and interpretation of accounting policies; accepting comments and recommendations on operational issues.
- Supports financial security by establishing internal controls.
- Eliminates legal problems by understanding existing and proposed legislation; compliance with accounting rules; recommending new procedures.
- Protects the organization's value by maintaining the confidentiality of information.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participation in professional organizations.
- Executes the accounting and organizational mission by delivering related deliverables as required.
- Ensures project deadlines and budgets are met and any changes are communicated and approved.
- Identifies ways to expand client accounts with new business opportunities.
- Updates the team and client with useful knowledge.
- Maintains accurate records of meetings, decisions and actions.
- Works with the finance team or department to manage project budgets and accounting
- Monitor budgets, expenses and revenues and explain cost drivers to clients.
- Some account managers are responsible for identifying new clients and potential business opportunities and ensuring that they improve the quality of products and services.
Working as an account manager can be quite stressful as the account manager is the first port of call when clients have any problems with the company and it is the account manager who is responsible if the client decides to locate their business somewhere else place. Account Managers typically work regular business hours, but may be required to work overtime during busy periods. In addition, account managers are expected to attend networking events, product launches, and trade shows to generate new business, which typically occurs outside of business hours, in the evenings, or on weekends. Account managers are office employees, but they often have to travel to meet clients, attend conferences, or liaise with other sales and marketing professionals.
Customer Service Manager is a position typical for enterprises in various industries and areas. entrepreneurial activity. This could be trade (where his main task will be to find clients and work with them), advertising activities (where an individual approach to each client is especially required), etc.
It is not so important what this position will be called - “client manager” or “service manager”, the main goal is for the client to be confident that his problems and needs are understandable and solvable. The benefit to an enterprise from the client’s feeling of confidence in personal attention and partnership is obvious - he will strive for cooperation, thereby increasing his own and the enterprise’s well-being.
The customer service manager not only offers options for forms of cooperation, but also accompanies joint work, participates in the discussion of the results, and assesses the prospects for further interaction. Pledge successful work customer service manager - an individual approach to each customer and a focus on long-term cooperation based on mutual trust and respect.
An important role in working in this position is played by the manager’s compliance with code of ethics behavior - in the “race” for the client, one should not forget about the rules of good manners. At the same time, it is necessary to convince the client of the prospects for cooperation, without violating the basic principles business ethics: correctness, unobtrusiveness and patience.
In finding such a “golden” mean special meaning has a human factor, the personal characteristics of a manager. He must have good erudition, be able to make decisions in unusual situations, negotiate and analyze the information received about a potential client, delve into the needs of clients in order to compile a list of services and forms of cooperation in the form that will satisfy them as much as possible. He should be sociable and strive to improve his professional level.
The job description below is aimed at account managers in the field of product sales and trade.
MANAGER'S INSTRUCTIONS FOR WORKING WITH CLIENTS
1. A customer service manager belongs to the category of managers.
3. The account manager must know:
3.1. Legislation regulating issues of business activities.
3.2. Market economy, entrepreneurship and the basics of doing business.
3.3. Fundamentals of marketing (the concept of marketing, the fundamentals of marketing management, methods and directions of market research).
3.4. Theory of management, macro- and microeconomics, business administration.
3.5. Assortment, classification, characteristics and purpose of the goods (products) offered.
3.6. The procedure for developing business plans and commercial terms of agreements and contracts.
3.7. Rules for establishing business contacts.
3.8. Rules of official etiquette when negotiating with clients.
3.9. The theory of interpersonal communication.
3.10. Fundamentals of sociology and psychology.
3.11. Methods of information processing using modern technical means of communication and communications, computers.
6. During the absence of the customer service manager (vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the corresponding rights and bears responsibility for improper performance of the duties assigned to him.
II. Job responsibilities
Account Manager:
1. Analyzes the audience of potential clients, identifies client needs, their level and focus.
2. Develops methods for finding clients, plans work with clients, draws up schemes for approaching clients.
3. Directly searches for clients in all available ways (by placing advertisements, participating in exhibitions, fairs, presentations, sending proposals via communications, by email, fax messages, etc.).
4. Predicts the business reliability of potential clients, their financial and material security.
5. Organizes and conducts preliminary negotiations with clients interested in proposals (accepted an offer, etc.), clarifies the needs of each specific client and prepares an offer addressed to a specific client.
6. Meets with clients, convinces clients of the profitability of the offer, offers draft contracts for discussion and approval, takes part in work to reconcile disagreements, and concludes contracts on behalf of the enterprise.
7. Offers clients ways to resolve issues that were not agreed upon during negotiations and issues that arose after the commission of legally significant actions.
8. Maintains constant contact with existing clients, organizes work with them according to established business schemes.
9. Develops schemes for relationships with the most profitable and promising clients (offers of special contract conditions, discount systems and individual service, accelerated deadlines and special conditions for fulfilling contractual obligations, etc.).
11. Ensures that the interests of clients are observed when the terms of contracts are fulfilled by the divisions of the enterprise.
12. Establishes feedback with clients (studies their requirements for products (goods, services), establishes the reasons for client dissatisfaction working together, analyzes customer complaints and takes all measures to resolve them and maintain business relations).
13. Forms a customer data bank (customer database), makes changes to it in a timely manner.
14. Studies and analyzes the policies of competitors in relationships with clients.
III. Rights
The Customer Service Manager has the right to:
1. Independently determine forms of work with clients and ways of establishing business connections.
2. Manage the financial resources entrusted to him (for entertainment expenses).
3. Sign and endorse documents within your competence.
4. Get acquainted with the documents defining his rights and responsibilities for his position, criteria for assessing the quality of performance job responsibilities.
5. Request from the management and specialists of the enterprise divisions information and documents necessary to fulfill his official duties.
6. Require the management of the enterprise to provide organizational and technical conditions and prepare the established documents necessary for the performance of official duties.
IV. Responsibility
The Account Manager is responsible for:
1. For improper performance or failure to fulfill one’s job duties provided for in this job description - within the limits established by the current labor legislation of the Russian Federation.
2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
3. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.
What does a customer service manager do?
Since in general use The phrase “customer service manager” appeared relatively recently; it may seem that this is a type of modern profession. However, if you figure out what such a manager does, it becomes clear that such professions have existed for a long time.
The main job function of a customer service manager is to satisfy consumer requests in a specific service area. Thus, two key points can be distinguished:
- A customer service manager is a service industry worker.
- Basics working time This employee's job is dedicated to communicating with people.
Since the service sector is quite extensive, the job responsibilities of a customer service manager are heterogeneous and depend on the area of service to the population in which he works. Such specialists are required, for example, in trade, advertising, hotel business etc. Accordingly, when developing a job description for a customer service manager, it is necessary to start from the specifics of the enterprise’s work in order to define the range of job responsibilities as specifically as possible.
Job description structure for a customer service manager
In terms of its structure, the job description for a customer service manager must correspond to the form accepted for this type of document. Therefore, when preparing it, it is advisable to adhere to the following sequence:
Don't know your rights?
- The column at the top right of the first page should be devoted to information about the approval and approval of the document. In this regard, after the word “Approved” it is necessary to enter the date of this event and the position of the manager who approved the instructions, as well as affix the signature of this manager with a transcript. Below, after the word “Agreed”, you need to list the positions of the managers structural divisions organizations involved in the preparation of this job description, and collect their signatures with transcripts.
- The job description continues with a section with general provisions, which includes:
- list of requirements for a candidate for the position of customer service manager (age, education, work experience, etc.);
- a list of legislative and internal documentation of the enterprise with which the employee must be familiar;
- rules for hiring and dismissing an employee, as well as replacing him during absence;
- place of the position of customer service manager in the general staffing structure organization and an indication of the employee’s immediate superior.
- Then there is a section about labor activity employee, which is key in the job description and contains a list of job responsibilities and rights of the employee. The more complete and specific this list is, the easier and more efficient the employee’s work will be. That is why when working on this block it is important to clearly define the circle job functions customer service manager, objectively eliminating the unnecessary and not missing the necessary. If the list of an employee’s job responsibilities is lengthy, then it is possible to divide the section into two, the first of which describes his responsibilities, and the second - his rights.
- The job description also needs to define the scope of the employee’s responsibility for improper performance of duties. It is important to keep in mind that labor laws prohibits aggravating the level of responsibility of an employee in comparison with the standards provided for in the Labor Code.
The job description ends with notes on the employee’s familiarization with it (although some organizations keep a special journal for these purposes).
Typical requirements for a candidate for the position of account manager
The basic requirements for a candidate for a position are those qualities that will help a new employee quickly adapt and start working effectively. First of all, this is relevant education and work experience. Since labor functions Customer service managers do not require any highly specialized knowledge; the employer, as a rule, wants to see a person with a secondary or higher (incomplete higher) education in this position. A certificate of completion of special courses is welcome. Work experience is declared at the request of the employer: in some cases, 3-5 years of work in a certain area are required, in others, even students can be accepted.
When selecting candidates for the position of customer service manager, only the personal qualities of the applicants are of particular importance. So, a customer service manager should be:
- sociable, with negotiation skills;
- capable of making decisions in general and in non-standard situations in particular;
- erudite;
- neat.
In addition, the employer may require the applicant to be able to handle office and computer technology, know certain computer programs, own foreign language on a conversational level.
Standard job responsibilities for a customer service manager
The job responsibilities of a customer service manager are very dependent on the direction of the organization in which the specialist will have to work. The general, most common responsibilities of a customer service manager include:
- Identification of potential clients, their search.
- Analysis of the needs, reliability and solvency of clients.
- Negotiating with clients, introducing them to the products or services provided by the organization.
- Monitoring the availability of product range and demonstration samples.
- Development of methods for finding clients and communication schemes with them.
- Maintaining constant business contacts with clients.
- Client consultation, registration necessary documentation.
An employee’s official rights are closely related to his duties and should be aimed at facilitating the performance of labor tasks. For example, to official rights Customer service manager may include:
- The right to independently determine the forms of work with clients.
- Right to dispose in cash for entertainment expenses.
- The right to receive information from management relevant to the employee’s work.
- The right to propose options for optimizing the work process in the specified area.
Procedure for developing and approving a job description
Customs business turnover A certain procedure has been adopted for the development and approval of job descriptions. Of course, each manager has the right to independently establish rules for the preparation of internal documents of the organization (including job descriptions), however, practice shows the feasibility and optimality of the following approach:
- A draft job description is being developed, which, after going through the approval stage, is edited and adjusted by employees of various services of the organization: legal service, personnel department, economic planning department, service where the employee will work, for whose position instructions are being developed, etc. This point is very important, as it allows us to identify necessary requests and the needs of the enterprise structures in relation to the official powers of certain staff units, including the customer service manager.
- After approval, the draft job description is proposed to the head of the organization for approval. The manager, if necessary, makes his own corrections to the document, after which he signs the instructions in their final form.
Thus, developing and adopting a job description for an account manager requires integrated approach and taking into account the specifics of the work of the organization in which the skills of the specified specialist are expected to be used. After all, the number of the company’s clients—and therefore its profit—depends on its correct operation.
Customer service manager is a position typical for enterprises in various industries and areas of business activity. This could be trade (where his main task will be to find clients and work with them), advertising activities (where an individual approach to each client is especially required), etc.
It is not so important what this position will be called - “client manager” or “service manager”, the main goal is for the client to be confident that his problems and needs are understandable and solvable. The benefit to an enterprise from the client’s feeling of confidence in personal attention and partnership is obvious - he will strive for cooperation, thereby increasing his own and the enterprise’s well-being.
The customer service manager not only offers options for forms of cooperation, but also accompanies joint work, participates in the discussion of the results, and assesses the prospects for further interaction. The key to successful work as a customer service manager is an individual approach to each customer and a focus on long-term cooperation based on mutual trust and respect.
An important role in working in this position is played by the manager’s compliance with the ethical code of conduct - in the “race” for the client, one should not forget about the rules of good manners. At the same time, it is necessary to convince the client of the prospects for cooperation, without violating the basic principles of business ethics: correctness, unobtrusiveness and patience.
In finding such a “golden” mean, the human factor and the personal characteristics of the manager are of particular importance. He must have good erudition, be able to make decisions in non-standard situations, negotiate and analyze information received about a potential client, delve into the needs of clients in order to draw up a list of services and forms of cooperation in a form that will satisfy them as much as possible. He should be sociable and strive to improve his professional level.
The job description below is aimed at account managers in the field of product sales and trade.
MANAGER'S INSTRUCTIONS FOR WORKING WITH CLIENTS
I. General provisions
1. A customer service manager belongs to the category of managers.
3. The account manager must know:
3.1. Legislation regulating issues of business activities.
3.2. Market economy, entrepreneurship and the basics of doing business.
3.3. Fundamentals of marketing (the concept of marketing, the fundamentals of marketing management, methods and directions of market research).
3.4. Theory of management, macro- and microeconomics, business administration.
3.5. Assortment, classification, characteristics and purpose of the goods (products) offered.
3.6. The procedure for developing business plans and commercial terms of agreements and contracts.
3.7. Rules for establishing business contacts.
3.8. Rules of official etiquette when negotiating with clients.
3.9. The theory of interpersonal communication.
3.10. Fundamentals of sociology and psychology.
3.11. Methods of information processing using modern technical means of communication and communications, computers.
6. During the absence of the customer service manager (vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the corresponding rights and bears responsibility for improper performance of the duties assigned to him.
II. Job responsibilities
Account Manager:
1. Analyzes the audience of potential clients, identifies client needs, their level and focus.
2. Develops methods for finding clients, plans work with clients, draws up schemes for approaching clients.
3. Directly searches for clients in all available ways (by placing advertisements, participating in exhibitions, fairs, presentations, sending proposals via communications, e-mail, faxes, etc.).
4. Predicts the business reliability of potential clients, their financial and material security.
5. Organizes and conducts preliminary negotiations with clients interested in proposals (accepted an offer, etc.), clarifies the needs of each specific client and prepares an offer addressed to a specific client.
6. Meets with clients, convinces clients of the profitability of the offer, offers draft contracts for discussion and approval, takes part in work to reconcile disagreements, and concludes contracts on behalf of the enterprise.
7. Offers clients ways to resolve issues that were not agreed upon during negotiations and issues that arose after the commission of legally significant actions.
8. Maintains constant contact with existing clients, organizes work with them according to established business schemes.
9. Develops schemes for relationships with the most profitable and promising clients (offers of special contract conditions, discount systems and individual service, accelerated deadlines and special conditions for fulfilling contractual obligations, etc.).
11. Ensures that the interests of clients are observed when the terms of contracts are fulfilled by the divisions of the enterprise.
12. Establishes feedback with clients (studies their requirements for products (goods, services), establishes the reasons for client dissatisfaction with joint work, analyzes client complaints and takes all measures to resolve them and maintain business relations).
13. Forms a customer data bank (customer database), makes changes to it in a timely manner.
14. Studies and analyzes the policies of competitors in relationships with clients.
III. Rights
The Customer Service Manager has the right to:
1. Independently determine forms of work with clients and ways of establishing business connections.
2. Manage the financial resources entrusted to him (for entertainment expenses).
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