Account Management
Develop and maintain long-term relationships with strategic clients or partners, understanding their needs and ensuring satisfaction while meeting business objectives.
Proficiency Level
Level 1 (Follow)
- Update clients contact details and basic information in CRM systems accurately as instructed.
- Respond to simple, routine client inquiries using predefined scripts or FAQs.
- Escalate complex queries to senior team members following established procedures.
Level 2 (Assist)
- Gather and organise information (e.g., usage data, past interactions) for client reports or meeting preparation under guidance.
- Help track account activities, updates status logs, and monitors basic client health indicators.
- Assist in resolving straightforward customer service issues or requests with supervision.
Level 3 (Apply)
- Independently manage day-to-day operations for assigned smaller accounts, ensuring smooth service delivery.
- Build professional relationships with client contacts, understanding their immediate needs and operational requirements.
- Identify and flag potential simple upselling opportunities or risks within assigned accounts.
Level 4 (Ensure)
- Develop and execute strategic account plans for key clients, focusing on long-term value and retention.
- Proactively identify and pursue significant upselling and cross-selling opportunities aligned with client needs.
- Manage and resolve complex client issues, coordinating internal resources as needed.
Level 5 (Strategise)
- Define the criteria for segmenting accounts (e.g., strategic, key, standard) and develops tailored management strategies for each segment.
- Establish organisational goals for client retention, satisfaction, and growth across the entire account portfolio.
- Lead high-level negotiations for major contracts or strategic partnerships and sets the direction for the account management function.