WHAT DOES A GLOBAL ACCOUNT MANAGER DO?

Published: Apr 17, 2025 - 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.
Relevant Information
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