WHAT DOES AN ACCOUNT MANAGER DO?

Updated: May 15, 2025 - The Account Manager cultivates a robust network within the retail sector, staying abreast of market trends to seize opportunities efficiently. Utilizes Salesforce to manage acquisition pipelines and refine pilot phases for newly onboarded clients, setting critical performance indicators to solidify foundational partnerships. Leads internal project teams, ensuring high service standards and strategic partnership development to drive business growth and client satisfaction.

A Review of Professional Skills and Functions for Account Manager

1. Account Manager Duties

  • Networking: Create a strong network within the retail market and be aware of market developments to grasp opportunities.
  • CRM Management: Use Salesforce in order to execute the acquisition pipelines and optimize pilot phases of newly acquired clients.
  • KPI Setting: Set KPI’s together with clients for the pilot phase such as liquidity to set the base of a strong partnership.
  • Client Feedback: Provide updates and feedback of (new) clients for the optimization of product and processes.
  • Opportunity Management: Follow-up (automated) opportunities within portfolio to boost business.
  • Revenue Generation: Drive revenue through new business, reactivation, cross- and upselling.
  • Client Service: Provide high service to make sure (new) retail clients have the best experience and are able to use Temper the right way.
  • Partnership Development: Setting up partnerships and campaigns for referrals and retail clients.
  • Business Planning: Create monthly, and quarterly plans on expected new business and new pilots.
  • Trend Recognition: Recognize industry trends.
  • Data Analysis: Analyze data to translate client performance and customer requirements into expectations as well as actions and plans.
  • Pilot Evaluation: Evaluate pilots with new clients.
  • Leadership: Provide internal leadership on an account or projects, including publication planning, meetings and events, digital.
  • Relationship Building: Develop and maintain strong working relationships with team members/freelancers and other third-party suppliers to provide coherent, high-quality client service.
  • Editorial Support: Develop strong relationships with the editorial teams to support them in quality delivery and ensure smooth running and optimal communication within the extended team and with clients.
  • Team Management: Manage, lead and motivate Client Services team members, adhering to Company policies and procedures.
  • Project Management: Develop and maintain project critical paths, ensuring all resources are in place to meet delivery milestones.

2. Account Manager Details

  • Direct Reporting: Reports directly to the Commercial Director.
  • Client Support: Provides professional and courteous support for clients and external suppliers through phone or email communications, resolving tickets or calls, and timely escalating complex concerns to the Account Manager.
  • Policy Adherence: Is acquainted with team policies and procedures to ensure accurate delivery of clients' orders, branding, and specifications at high quality.
  • Product Knowledge: Acquires fundamental knowledge in products and procedures relating to external supplier guidelines.
  • Communication: Communicates client information, concerns, or requests frequently to the relevant Account Manager or internal teams.
  • Professional Development: Participates in cross-training and actively seeks further knowledge about clients, systems, products, and processes to enhance customer relations.
  • Relationship Management: Establishes and manages relationships with potential and existing customers.
  • Sales Negotiation: Negotiates and closes deals with customers.
  • Issue Resolution: Resolves technical and business issues.
  • Customer Monitoring: Monitors customers’ accounts to retain them.
  • Market Expansion: Reaches out to new markets and discovers new business opportunities.
  • Opportunity Development: Collaborates with marketing and sales to identify and leverage new opportunities.
  • Team Management: Manages a small team of employees.
  • Project Leadership: Is responsible for project management and provides all relevant job information to clients and the agency team.
  • Integrated Communication: Understands the agency’s integrated offerings and has a deep understanding of all aspects of communication development and production.

3. Account Manager Responsibilities

  • Client Management: Operating as the lead point of contact for any and all matters specific to a client’s account.
  • Relationship Building: Building and maintaining strong, long-lasting client relationships.
  • Best Practices Implementation: Utilize industry best practices, techniques, and standards throughout execution of client projects.
  • Client Communication: Maintain relationships with clients and keep clients informed of progress of projects.
  • Solution Delivery: Ensure the timely and successful delivery of solutions according to a client’s needs and objectives.
  • Project Scheduling: Responsible for ensuring the scope and direction of each project for a client is on schedule.
  • Sales Collaboration: Collaborate with sales team to identify and grow opportunities.
  • Issue Resolution: Assist with challenging client requests or escalations.
  • Key Account Management: Operating as the lead point of contact for dealers and key accounts.
  • Field Tracking: Setting up field tracking and reporting system.
  • Competitor Monitoring: Monitoring and reporting competitor activities in the country.
  • Action Planning: Creating necessary action plans.
  • Stock Tracking: Supporting warehousing (stock tracking, etc.) and other tasks as per company requirements.
  • Market Understanding: Builds a thorough understanding of the client’s business and how it operates within the market it exists in.
  • Client Engagement: Starts to develop trusting client/agency relationships by efficiently meeting the day-to-day client needs.
  • Community Building: Build up restaurant community (Proactive reach-out & build events).
  • Outstanding Review: Review and resolve outstanding.

4. Account Manager Accountabilities

  • Account Management: Manage a portfolio of accounts to achieve long-term success.
  • Prospecting: Prospect and close new opportunities in the area of transport & logistic service providers.
  • Lead Identification: Identify new leads and follow up as appropriate using CRM tools.
  • Business Development: Generate new business using existing and potential customer networks.
  • Portfolio Management: Plan and manage personal business portfolio according to an agreed market development strategy.
  • Product Management: Manage product/service mix, pricing and margins according to agreed targets.
  • Customer Relations: Act as the point of contact and handle customers’ individual needs.
  • Status Reporting: Report on the status of accounts and transactions in cooperation with the internal sales assistant.
  • Marketing Support: Support marketing activities such as product launches, promotions, advertising and exhibitions.
  • Target Setting: Set and track sales account targets, aligned with company objectives.
  • Market Analysis: Collect and analyse market-related information.
  • Performance Improvement: Suggest actions to improve sales performance and identify opportunities for growth.
  • Team Coordination: Lead the process of integrated work and manage effective relationships across agency multi-disciplinary teams.
  • Strategic Thinking: Develops presentation skills, how to think more strategically and will own all tactical briefs.
  • Procedure Compliance: Ensure that agency systems and procedures are followed.
  • Resource Utilization: Utilize agency resources appropriately and efficiently.
  • Financial Management: Successfully manage the monthly financial processing including estimates, purchase orders and JDRs.

5. Account Manager Functions

  • Relationship Management: Serve as a trusted adviser and strategic partner by managing relationships with customers in APAC.
  • Client Relationship Building: Build excellent relationships with existing accounts.
  • Customer Insight: Identify customer needs and opportunities, offering solutions based on Surecomp's products and services.
  • Customer Liaison: Act as the customer focal point for all activities with Surecomp, including implementation, sales, finance, etc.
  • Sales Enhancement: Upsell and cross-sell to current customers, including product upgrades, training, and service opportunities.
  • Customer Satisfaction: Develop initiatives to increase customer satisfaction and retention.
  • Proposal Management: Manage the proposal process.
  • Market Awareness: Stay current on products, services, and industry trends.
  • Client Presentation: Develop and perform presentations to clients about products and services.
  • Reference Acquisition: Obtain references from customers.
  • Sales Forecasting: Create sales pipeline and forecasting information for management.
  • Account Management: Manage vertical key accounts by developing and maintaining positive business relationships with various stakeholders within customer organizations to increase the share of wallet of key accounts.
  • Growth Strategy: Execute a business strategy for growth across product lines in assigned market segments.
  • Business Development: Plan and execute business development activities for assigned key accounts.

6. Account Manager Role Purpose

  • Store Expansion: Increase the number of stores built by a selling user
  • Volume Growth: Grow the average volume per store
  • Feature Training: New and existing feature usage evaluation and training, specifically under-utilized, revenue-generating features
  • Program Implementation: Implement company programs and initiatives (express stores, trade shows, promos, etc.)
  • User Identification: Identify selling users within the existing customer base who do not use OMG
  • Email Campaigns: Send out "stores built this time last year" emails and monitor the success of those stores
  • Newsletter Communication: Send out monthly newsletters highlighting programs, software updates, strategic focus, etc.
  • Goal Review: Send out quarterly overview reports, followed by a quarterly goal evaluation and review
  • Feedback Response: Respond to AskNicely comments and scoring
  • Feature Logging: Receive feature requests and log them in Salesforce
  • Churn Monitoring: Monitor and respond to account and user churn

7. Account Manager General Responsibilities

  • Sales Strategy: Actively partner with local Sales Leadership to develop a cohesive strategy for the growth of enterprise vehicle sales within Poland.
  • Business Planning: Manage the overall business plan by working with other departments.
  • Partner Engagement: Facilitating partner meetings regularly and effectively.
  • Sales Targeting: Meet all sales objectives to drive Tesla’s mission.
  • Customer Support: Drive customers’ success by acting as a facilitator to meet needs.
  • Product Knowledge: Develop and maintain comprehensive product knowledge in respect of all vehicles, processes and business finance solutions.
  • Competitor Analysis: Conduct competitor analysis on a regular basis.
  • Team Collaboration: Actively collaborate with Tesla teams (field sales and Business Tesla Advisors) to provide coaching and training on Business-to-Business sales.
  • CRM Usage: Use Tesla’s Customer Relationship Management system and tools to log appointments, calls, test drives, contacts and meeting notes.
  • Contract Compliance: Ensure customers are fulfilling contractual obligations (e.g. payment terms).
  • Process Improvement: Continuous improvement of processes and procedures to reduce operational friction.

8. Account Manager Roles and Details

  • Performance Management: Meeting or exceeding annual performance targets for Revenue, Margin, ICV, ICP and Customer Satisfaction
  • Target Planning: Developing a target achievement/gap plan, and monitoring weekly, to set out how the quarterly/annual target will be met
  • Account Planning: Generating an account development plan (ADP) for each key account, setting out the client landscape, share of wallet, and key relationships
  • Sales Forecasting: Providing accurate and timely forecasts using the BT sales CRM system (SalesForce) to enable the role holder and line management to track progress of sales through all sales stages, including ALTIFY development plans
  • Billing Compliance: Ensuring all billing is raised in accordance with the billing process, reviewing monthly revenue files to confirm revenue has been captured and allocated correctly
  • Invoice Approval: Approving all client invoices on a monthly basis
  • Debt Management: Managing any debt issues to ensure BT maximises its monthly cash flow
  • Product Promotion: Promoting the full Wholesale and the wider BT product and capability portfolio with every owned account
  • Industry Representation: Attending industry shows/events and representing BT in a professional manner, demonstrating experience and understanding of the Wholesale Industry
  • Issue Reporting: Providing reporting and briefing on key deals or issues to line management on a proactive basis
  • External Relationships: Developing key relationships with working-level influencers and senior decision-makers externally
  • Internal Relationships: Developing key relationships with key internal stakeholders
  • CRM Management: Managing Salesforce, ensuring that all contact information is current and accurate and any data issues are resolved in a timely way

9. Account Manager Responsibilities and Key Tasks

  • Relationship Building: Build sales relationships by utilizing contacts and industry networking
  • Account Management: Manage several accounts including livestock integrators, feed and premix manufacturers and distributors
  • Customer Retention: Establish Kerry as a long-term supplier in key customer accounts by developing and maintaining good customer relationships
  • Technical Support: Work closely and provide technical support to distributors in the region
  • Order Coordination: Work with customer service from order to delivery and ensure a good customer experience
  • Trial Management: Set up and manage customer trials
  • Client Presentation: Presents regularly both internally and to clients
  • Sales Maximization: Maximizing order intake, sales and price realization at the assigned accounts within Barcelona district
  • Business Development: Developing the business directly to the private & public hospitals (direct & indirect sales channels)
  • Stakeholder Management: Ensuring continuity of the relationship with all the stakeholders in the accounts’ organization
  • Account Planning: Preparing and executing the annual account plan and sales forecast in line with the regional strategy
  • Project Coordination: Acting as project manager with the account teams, organizing the necessary actions and making sure the required results are met in time
  • Performance Reporting: Monitoring & Analytics and Therapeutic Care department, reporting to Business Marketing & Sales Leader CC of Iberia Market

10. Account Manager Duties and Roles

  • Policy Analysis: Understand reimbursement and medicine and vaccine listing policies, trends, forecast the policy changes and work with external and internal stakeholders to maximize opportunities and address challenges to achieve business outcomes
  • Strategic Alignment: Builds a comprehensive knowledge of GSK corporate, operational and account strategies and encourages the key account team to leverage knowledge to create greater customer value
  • Scientific Support: Leverage scientific and HTA knowledge as well as key account management skills with the KA team to support customer engagements
  • Team Inspiration: Inspires KA team to build key stakeholders' understanding and deliver excellent key account plans with alignment to GSK values
  • KOL Engagement: Builds strong and engaging key opinion leader (KOL) engagements
  • Partner Relations: Strengthen the relationship with restaurant partners by frequently visiting them as well as contacting them over the phone
  • Account Ownership: Take ownership over hundreds of accounts and be the point of contact
  • Marketing Support: Provide partners with marketing material such as flags, stickers etc
  • Advertiser Management: Provide dedicated account management to advertisers by consulting and coaching them towards success on TikTok
  • Performance Strategy: Develop strategies to improve advertiser performance, including consulting on advertiser's scale-up, creative tips and best practices, budgeting and targeting recommendations
  • Performance Monitoring: Manage advertisers at scale, monitoring the partner's performance through tools and timely communication with clients
  • Growth Enablement: Identify and remove blockers for advertiser growth
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