Account Managers - 5 Key Expectations

Proactive An account manager looks to get ahead of customer requests, issues, and complaints. They look to anticipate what a customer needs next and have it ready for them. They are the driving force in getting work done. You aren’t a passive instruction taker or selector of macros. You are a genuine source of information and assistance and ensure the customer is provided with this. Example – a request for information is received that is not covered by our macros or Operators Manual. You’ll seek to provide basic information using other resources available such as our blogs (in line with the rules of the Operators Manual).   Engaged An account manager is an active participant of the business. They look to keep tabs and help their fellow colleagues, celebrate each other’s success, learn about the rest of the business, absorb the materials available to them, and never stop looking for ways to improve the company and the service. Example – a customer asks a question about a topic not covered by our blogs and YouTube channels. They submit a suggestion to cover this in future content.  Embody the law and promote best practice An account manager makes legal compliance accessible without the price tag and espouses best practices. Example – a customer requests you to appoint a director without the relevant approvals. You explain the importance of the relevant procedures, how they benefit the company and the customer, and convince them to carry out the transaction in this manner. Ownership An account manager takes ownership of the success of their portfolio companies. Whether the work is being completed by themselves, by a colleague or by another department, they make sure the customer's request is dealt with to their satisfaction with the account manager there every step of the way. Example – a customer is looking to register for VAT. You thank the customer for their request and advise them that your colleague will be in contact. You will ensure that the referral is made, that the customer has heard from the VAT Team, and is chased for their responses. You’ll catch up with the customer a few weeks later to ensure everything is completed and if they require any further assistance. Committed to ongoing development An account manager has an unceasing desire to grow and expand their knowledge of their work and our industry. They strive to learn as much as possible whether from former tuition, external courses (where applicable), as well as self-study.