WHAT DOES A GLOBAL ACCOUNT MANAGER DO?
Reviewed under Editorial Standards by Lam Nguyen

Updated: Jun 22, 2026 - The Global Account Manager is responsible for managing customer-facing activities, including business reviews, ensuring client satisfaction, and delivering agreed-upon service levels. This position oversees import/export control processes, classification of client products, and ensures timely customs clearance through prompt communication with brokers/forwarders. This role provides auditing services, supports cost reduction programs, and addresses any account concerns or issues independently while adapting to changing priorities and deadlines.

A Review of Professional Skills and Functions for Global Account Manager

1. Global Account Manager Duties

  • Business Relationship Management: Evaluate, manage and aggressively grow business relationships with Matterport’s key global customers in the Commercial Real Estate and Facility Management industries.
  • Strategic Account Planning: Develop and execute strategic account plans that are focused on growing revenue and adoption.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams in AMER, EMEA and APAC on both strategic plans and tactical activities aimed at growing Matterport’s presence in key accounts.
  • Pipeline Development and Forecasting: Build a healthy opportunity pipeline relative to revenue responsibility and accurately forecast revenue on a monthly and quarterly basis.
  • Revenue Delivery and Customer Satisfaction: Deliver revenue at or above plan while maintaining a high level of customer satisfaction.
  • Relationship Building: Build key relationships and partnerships across Matterport that reach all functional areas.
  • Stakeholder Communication: Maintain an effective communications plan with key stakeholders across the organization.
  • Mindshare and Business Leadership: Gaining mindshare from the local teams and driving the business.
  • Collaboration and Leadership: Collaborate and lead across Matterport and the customer organizations.
  • Contract Renewal Management: Ensuring the client re-signs with a long-term contract with no downticks.
  • Opportunity Identification: Help find and float up opportunities with the client to relevant sales owners.
  • Client Strategy and Planning: Responsible for setting the strategy with the client, creating and keeping up to date the client plan as well as adapting the plan.

2. Global Account Manager Details

  • Global Account Management: Managing growth at several multinational accounts.
  • Business Objective Achievement: Meet both short- and long-term business objectives and position Waters to achieve growth targets.
  • Cross-Functional Collaboration: Collaborates with the customer-facing geographic business owners to execute the account-specific plans.
  • Global Business Development: Responsible for coordinating global business development activities at assigned Global Accounts.
  • Opportunity Identification: Coordinates efforts to identify and address large global opportunities for all technology centers.
  • Contract Management Support: Supports the Global Business Owners (AM's and GM's) and Global Contract Management team in maintaining and supporting necessary contracts for the assigned global accounts.
  • Market Opportunity Monitoring: Monitors and understands opportunities and threats including client market environment and potential competition from direct and displacing offerings.
  • Product Usage Growth: Responsible for growing users of existing products and increasing the frequency by which clients use the product.
  • Customer Satisfaction: Ensures positive NPS. Studies feedback on where we can improve and address.
  • User Engagement: Creates engagement campaigns aimed at bringing in inactive/infrequent users as well as attracting new users.
  • Relationship Building: Identify, build, and maintain a solid relationship with senior decision makers in the region.
  • TELCO Collaboration: Join the team as GAM of TELCO, and propose technologies, products, and solutions closely working with the TELCO team, including Solution Architect and Developer Relations.
  • Ecosystem Development: Make ecosystems with System Integrators, Value-Added Resellers, Startups, and Technology Alliance Partners to provide solutions with SLA for mission-critical commercial services of TELCO.
  • Product Knowledge Development: Need to learn products, solutions, and technologies to support from the Data Center to the edge.

3. Global Account Manager Responsibilities

  • Strategic Communications Delivery: Working closely with Global Strategists and/or Global ADs in delivering Strategic Comms deliverables (e.g. Brand strategies, SP&A analysis, Segmentation application).
  • Project Leadership: Leading and overseeing the delivery of other strategic projects and workstreams.
  • Market Planning Guidance: Develop and deliver LOB-specific market planning guidance covering all of Shell Downstream’s Key products, then cascade work out to the market network.
  • Global Planning Initiatives: Deploy and roll of key Global Planning Initiatives.
  • Audience Segmentation Analysis: Analyze Global Audience Segments for Strategic Insights.
  • Strategic Planning Coordination: Coordinate & Manage Strategic Planning in Local Markets.
  • Stakeholder Communication: Keeping them informed of overall Shell Strategic priorities and brand updates, and be the go-to person for planning support.
  • Campaign Execution: Working closely with local markets to ensure campaigns are executed and delivered in line with Global strategies/frameworks whilst also being tailored to individual market needs.
  • Framework Adoption Monitoring: Updating Shell with the status of strategic framework adoption in markets – helping Global Shell to troubleshoot and identify any barriers affecting local uptake/buy.
  • Community Development: Helping to evolve the MediaCom Shell team community - sharing Strategic & Planning best practices/success stories across the market network, with the view of re-applying and scaling up activity in other markets.
  • Content Collaboration: Drive collaboration with local markets to select relevant content for and ensure quality control for Shell Media Gallery, and thus also for potential award entries.
  • Client Relations: Contact for Global clients in relation to in-market strategic planning campaigns (across Retail and Lubricants).

4. Global Account Manager Job Summary

  • Client Relationship Management: First point of contact for client/IAT for strategic requests.
  • Workstream Management: Maintain client relationships and statuses/timings for any strategic planning workstreams.
  • Operational Collaboration: Strong working partnership with Shell Downstream Operational Manager.
  • Strategic Planning Development: Contribute to the Strategic Planning development of Team Exec and help to provide additional Shell business context.
  • Training and Network Support: Provide support & consultation in developing Global team training/network initiatives (e.g. Network processes, System Planning, WoWs).
  • Team Engagement: Co-managing monthly Shell Huddles to showcase current work and inspire the wider members of the Shell Team.
  • Team Collaboration: Building strong relationships with the wider MediaCom team including Shell Strategy Team, Shell Digital Team, APAC Regional Hub, SIU.
  • New Business Development: Create new business with a high-touch approach and increase current install base business.
  • Client Communication: Communicate with the TELCO team in Head Quarter, make understanding on customer’s demand, requirements, requests, and Japan TELCO market and get support.
  • Global Account Management: Identifying new global agency accounts and managing accounts with existing global agency partners.
  • Contract Management: Preparing and reviewing contract documentation to ensure that SIA's commercial interests are protected.
  • Negotiation and Performance Analysis: Analyzing performance potential, preparing offers, and negotiating contracts with prospective agency accounts to achieve a win-win commercial arrangement.

5. Global Account Manager Accountabilities

  • Customer-Facing Activities: Responsible for customer-facing activities, including but not limited to monthly and quarterly business reviews and ensuring client satisfaction.
  • Service Level Management: Ensure the account team is delivering to the agreed-upon service level and ensure client satisfaction.
  • Workload Management: Must organize, prioritize, and manage work in a dynamic and complex environment to meet deadlines and daily requirements, independent of supervision.
  • Import/Export Control: Responsible for executing import/export control processes as defined by the client.
  • Product Classification: Work to classify client products with respective USHTS/ECCN classifications.
  • Broker/Forwarder Coordination: Provide prompt responses to the client’s brokers/forwarders' requests to ensure shipments are cleared through U.S. Customs in a timely manner.
  • Standard Operating Guidelines: Maintain and publish Broker standard operating guidelines per the clients' requirements.
  • Audit and Compliance: Provide auditing services for Broker files, ADD/CVD applicability, Entry and ACE activities, making corrective actions on any findings through the use of Post Entry Amendments and error corrections methodology.
  • Cost Reduction Program Support: Provide client support on using and maintaining FTA and other cost reduction programs.
  • Issue Reporting: Responsible for immediately reporting any account concerns and issues.
  • Professional Communication: Communicate professionally, clearly, concisely, and effectively, both orally and in writing.
  • Adaptability: Adapt to changing priorities while meeting deadlines and managing workload.
  • Independent Operation: Perform all day-to-day account activities independently of supervision.
Editorial Process

Lamwork content is developed through structured review of publicly available job postings and documented hiring trends.

Editorial operations are managed by Thanh Huyen, Managing Editor, with research direction and final oversight by Lam Nguyen, Founder & Editorial Lead. Content is periodically reviewed to reflect observable labor market changes.

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