A customer account manager does not fall into the same category as the standard manager. The person who takes this position is in charge of resources that a company uses for various accounts and projects and the relationship between the customers purchasing or funding those projects. This manager allows other employees within the same network to know what the expenses, workload and customer relationship is with various accounts.
Contact Customers Often
It’s vital for the account manager to form and maintain a relationship between customers that are being serviced, externally as well as internally. Contacting customers on a regular basis shows the symbiotic relationship between the two parties and allows for the customer account manager to utilize strategies based on the current relationship. Even if the call is not for any reason other than to "check in" with the client, simply touching base will help maintain the relationship with the customer.
Where the Money Goes
Knowing where funds are being allocated to service accounts is another important aspect of the customer account manager position. A client needs to know if the money spent does or does not exceed what benefits it’s receiving in turn. Ensure customers of how their money is being spent often, as well as what they are getting for that money. Send them evidence with pamphlets or fliers for programs, products samples, etc., to let them know for certain they are making a wise choice doing business with your company.
Good workload management is a valuable tool for a customer account manager because it allows for the customer to be taken care of properly and enhances the relationship between both parties. Noticing an imbalance of workload early will allow for changes of strategies used to improve the relationship. If a project will take longer than expected, let the client know right away so that changes can be made in a timely manner. Telling the truth about issues and concerns along the way will only strengthen the relationship.
Innovation and Ideas
While maintaining the customer relationship is important, showing the customer that you have additional ideas for improvement is also highly beneficial. Coming up with new ideas, as well as improvements to the old ideas helps the evolution of the business relationship. The manager needs to provide constant updates and options to the customer on enhancements and ideas for further success.
An experienced customer account manager will manage 10 or more customer accounts. The ability to manage your own workload, and to not spread yourself too thin, while maintaining relationships with multiple clients is just as important as managing a customer’s workload. Good organization is the key to managing yourself properly.