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Account Manager

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Who is an account manager?

Account managers serve as the bridge between companies and their customers. It is an account manager's responsibility to address customers' needs and concerns as quickly and effectively as possible to develop and maintain strong relationships. 

According to Zippa, there are over 1,030,559 account managers currently employed in the United States.

What does an Account Manager do?

Key responsibilities of an account manager typically include:

  • Client Relationship Management: Building and nurturing relationships with existing clients to understand their goals, challenges, and expectations. Serving as the main point of contact for client inquiries, requests, and feedback.
  • Account Planning and Strategy: Developing strategic account plans to identify opportunities for growth, upselling, and cross-selling products or services. Collaborating with internal teams to align strategies with client objectives and deliver value-added solutions.
  • Client Communication and Engagement: Communicating proactively with clients to provide updates on project status, deliverables, and key milestones. Conducting regular check-ins, meetings, and presentations to review performance, address concerns, and explore new opportunities.
  • Sales and Business Development: Identifying new business opportunities within existing accounts and actively pursuing leads to expand the client base. Collaborating with the sales team to develop proposals, negotiate contracts, and close deals.
  • Problem Solving and Conflict Resolution: Anticipating and addressing client issues, concerns, and challenges in a timely and effective manner. Resolving conflicts and escalating issues as needed to ensure client satisfaction and maintain positive relationships.
  • Performance Monitoring and Analysis: Monitoring key performance indicators (KPIs), metrics, and client feedback to evaluate account health and identify areas for improvement. Analyzing data and trends to make informed decisions and drive continuous improvement.
  • Cross-Functional Collaboration: Collaborating with internal teams, including sales, marketing, operations, and customer support, to ensure seamless delivery of products or services and alignment with client expectations.

Why should you hire an Account Manager?

Account Manager can bring multiple benefits to the table such as strengthening client relationships, increasing revenue, client satisfaction, and client retention. They maintain accurate client records and know their clients and their requirements thoroughly. Account managers know how to identify the right time to renew a client contract or upsell to an existing client on another service or product. 

  • Client Retention: Account Managers play a pivotal role in nurturing existing client relationships and ensuring high levels of satisfaction. By providing personalized attention, addressing client needs proactively, and delivering exceptional service, Account Managers can enhance client loyalty and retention rates.
  • Revenue Growth: Account Managers are responsible for identifying upsell and cross-sell opportunities within existing accounts. By understanding client goals and challenges, proposing relevant solutions, and driving value-added initiatives, Account Managers can increase sales revenue and maximize the lifetime value of each client relationship.
  • Customer Satisfaction: Account Managers serve as the primary point of contact for clients, offering responsive and reliable support to address inquiries, resolve issues, and streamline communication. By fostering open lines of communication and demonstrating a commitment to client success, Account Managers can enhance overall customer satisfaction and loyalty.
  • Strategic Partnerships: Account Managers act as strategic partners to clients, collaborating closely to align business objectives, develop tailored solutions, and drive mutual success. By understanding client industries, market trends, and competitive landscapes, Account Managers can provide valuable insights and strategic guidance that help clients achieve their goals.
  • Problem Resolution: Account Managers are skilled at anticipating and addressing client concerns, challenges, and issues in a proactive and timely manner. By leveraging strong problem-solving skills, diplomatic communication, and effective conflict resolution techniques, Account Managers can mitigate risks, minimize disruptions, and maintain positive client relationships.
  • Cross-Functional Collaboration: Account Managers collaborate closely with internal teams, including sales, marketing, operations, and customer support, to ensure seamless delivery of products or services and alignment with client expectations. By fostering cross-functional collaboration and communication, Account Managers can optimize processes, streamline workflows, and enhance overall client experience.

Account Manager skills and qualities

Technical Skills

  • Sales and Negotiation Skills: Proficiency in sales techniques, including prospecting, lead generation, and negotiation, to drive revenue growth and secure new business opportunities.
  • Product and Industry Knowledge: Deep understanding of the company's products or services, as well as knowledge of industry trends, market dynamics, and competitive landscape to effectively communicate value propositions to clients.
  • CRM Systems Proficiency: Familiarity with Customer Relationship Management (CRM) software such as Salesforce, HubSpot, or Zoho CRM to manage client interactions, track sales activities, and maintain accurate records.
  • Financial Acumen: Basic understanding of financial principles, including pricing strategies, profit margins, and budget management, to develop pricing proposals, negotiate contracts, and maximize profitability.

Workplace Skills

  • Communication Skills: Strong verbal and written communication skills to articulate complex ideas, build rapport with clients, and deliver persuasive presentations and proposals.
  • Client Relationship Management: Ability to build and maintain long-term relationships with clients, anticipate their needs, and provide exceptional customer service to drive client satisfaction and loyalty.
  • Time Management and Organization: Effective time management and organizational skills to prioritize tasks, meet deadlines, and manage multiple client accounts simultaneously in a fast-paced environment.
  • Team Collaboration: Collaboration skills to work effectively with cross-functional teams, including sales, marketing, operations, and customer support, to ensure alignment and coordination in delivering solutions that meet client needs.

Personal Traits

  • Empathy and Emotional Intelligence: Empathy and emotional intelligence to understand client perspectives, anticipate their concerns, and respond empathetically to build trust and rapport.
  • Resilience and Adaptability: Resilience and adaptability to navigate challenges, setbacks, and changing priorities with a positive attitude and a solutions-oriented mindset.
  • Problem-Solving Skills: Strong problem-solving skills to identify client issues, analyze root causes, and develop creative solutions that address client needs and drive business outcomes.
  • Integrity and Professionalism: Commitment to integrity, ethics, and professionalism in all client interactions, maintaining confidentiality and upholding the company's reputation and values.

Account Manager job description template

Job Title: Copywriter

Location: [City, State]

Industry: 

Company: [Your Software Company]

Job Type: Full-Time

Job Summary:

As an Account Manager, you will be responsible for building and maintaining strong relationships with our clients, serving as their primary point of contact and advocate within our organization. You will collaborate closely with cross-functional teams to ensure the successful delivery of our products and services, while also identifying opportunities for account growth and expansion. The ideal candidate is a proactive and customer-focused professional with excellent communication and negotiation skills, capable of understanding client needs and delivering solutions that drive mutual success.

Responsibilities:

  • Develop and nurture long-term relationships with assigned clients, serving as their trusted advisor and advocate within the company.
  • Understand client objectives, challenges, and pain points to effectively position our products and services to meet their needs.
  • Collaborate with internal teams, including Sales, Marketing, and Product Development, to ensure the successful implementation and delivery of client projects.
  • Proactively identify opportunities for account growth and expansion, including upselling and cross-selling additional products and services.
  • Serve as the primary point of contact for client inquiries, requests, and escalations, ensuring timely and effective resolution of issues.
  • Prepare and deliver regular account reviews and performance reports to clients, highlighting key metrics, insights, and recommendations.
  • Stay abreast of industry trends, market developments, and competitive landscape to provide strategic guidance and value-added services to clients.
  • Conduct regular meetings and check-ins with clients to foster strong relationships, gather feedback, and address any concerns or challenges.
  • Collaborate with the Sales team to develop account strategies, negotiate contract renewals, and achieve revenue targets.
  • Maintain accurate and up-to-date records of client interactions, agreements, and account activities in the CRM system.

Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or related field.
  • Proven experience in account management, client relationship management, or sales, preferably in the [industry/sector].
  • Strong interpersonal and communication skills, with the ability to build rapport and trust with clients and internal stakeholders.
  • Excellent negotiation and problem-solving abilities, with a focus on delivering exceptional customer service and value.
  • Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
  • Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
  • Demonstrated business acumen and understanding of key financial metrics and performance indicators.
  • Willingness to travel occasionally for client meetings, industry events, and conferences.
  • Strong attention to detail, organizational skills, and follow-through on commitments.
  • Ability to adapt to changing priorities and thrive in a dynamic and evolving business environment.

How to hire an Account Manager?

  • Craft a compelling job description

Regardless of the approach you take to your recruiting efforts, whether you use a recruiting agency of your choice, source candidates yourself, post job ads, etc., one of the first and most important parts of your recruiting process is creating a job description. .

Creating an impressive job description, even if it seems plain and simple, can make a big difference in the success of your recruiting efforts and, more importantly, who ends up working for your company.

In addition to the job description in section 5, you can explore more job descriptions here.

  • Discover relevant candidates

With over 1,030,559  job applicants in the US, the Account Manager talent pool is remarkably strong, but there are only a few active candidates. Therefore, recruiters must use passive and latent talents to find relevant candidates who are likely to join the organization.

Recruiters can find active job seekers using job sites like Indeed, LinkedIn, ZipRecruiter and Glassdoor. They would need recruiting tools to find passive job seekers.

EasySource’s Candidate Discovery Module can instantly surface relevant Account Managers from active, passive, and hidden talent pools based on your job description or simple prompts. 

  • Screen candidates

Most of the ATS and candidate screening tools rely on keywords in candidates’ profiles or resumes to filter them. It may lead to relevant candidates being eliminated from the process simply because their profiles or resumes did not have the right keywords. Worse, it may lead to irrelevant candidates being filtered in one go because they focused on the right keywords.

To avoid this, EasySource’s Candidate Screening Module uses persona-based screening to map the ideal candidate profile based on your job description or prompts and finds Account Managerss with relevant skills, profiles, and work experience. This persona-based screening also ranks candidates based on their relevancy so that recruiters can prioritize their outreach.

  • Assess candidates

Skill assessments can be used to ensure only qualified candidates get in and that the health of the talent pipeline is robust. They can also help in making faster hiring decisions without bias.

EasyAssess offers pre-built and customized adaptive skill assessments that validate Account Managerss’ technical and workplace skills as well as personality traits. These pre-employment tests create a level playing field so that recruiters can build winning teams with qualified candidates from diverse backgrounds.

  • Interview candidates

Here are some interview questions that can draw out complete responses from candidates.

I. Pretend I’m a prospect. Describe our product or service to me.

Ii. Tell me about your experience with working with targets. What were they? Did you meet them? How did you perform compared to your team members?

Iii. Tell me about a time you had to get good at a skill. What did you do to achieve that goal?

Iv. Tell me about a time you faced a challenge. How did you deal with it, and what motivated you to keep going?

V. What's the last thing you learned that you thought was really interesting?

Automated video interviews can be a great way to go beyond the resume and learn more about candidates. Whether you are hiring one Account Managers or at scale, EasyInterview gives recruiters the edge to hire diverse and exceptional talent from across the globe. Also, hiring managers can be involved in the recruitment process to make hiring decisions faster.

You can check 40+ Account Manager interview questions and answers here

  • Engage candidates

Reaching out to qualified Account Managerss and engaging them throughout the hiring process requires recruiters to engage with them 1-on-1. It can be quite tedious and time-consuming which may result in losing qualified candidates. Recruiters should use communication tools that allow them to build personalized messaging to keep their candidates engaged.

EasySource’s Candidate Engagement Module ensures that candidates are engaged with highly personalized strategies and messaging across multiple platforms to compel them to join your organization.

  • Conduct reference checks

Once you have shortlisted the candidates, verify their work history and performance in previous roles. This step is essential in ensuring the authenticity of their claims and understanding their strengths and areas for development. 

Also, enquire about the candidate's ability to work effectively within a team and adapt to the company culture as this role required collaboration across multiple teams.

  • Selection and onboarding

An offer letter is important because it helps to protect both the employer and the employee. Share a comprehensive offer letter with the candidates that includes information about the position, such as the title, duties, salary, and benefits. It must include the start date, the probationary period (if any), and the signature of the employer.

In the onboarding program, introduce the Account Managers to the organization’s culture, values, and mission, as well as, specific product or service knowledge and buyer personas.

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