Account Manager, B2B
Client
Needs
Understand customer requests.
Understanding of buying process.
Unwrap customer true pain points and reformulate to meet their goals.
Understanding of customer behaviour.
Understand their main objectives.
Ability to challenge customer pain points and objectives, and help them navigate throughout their business.
Understanding of customer buying and decision-making process. Identify the key stakeholders.
Value
Proposition
Clearly explain your company's products and demonstrate the added value. Ability to give product / platform trainings.
Match customer needs with the right products and features. Ability to help customers navigate throughout the product / platform to answer complex requests.
Anticipate customer needs and raise awareness, then provide custom solutions fitting their business goals.
Understand client departments and various secondary goals to articulate your offer for each.
Problem
Solving
Sufficient product knowledge and active listening to understand customer problems.
Solve simple problems.
Ability to simplify complex problems and formulate your need internally.
Ability to analyse, leverage existing tools and judgment to identify new solutions.
Anticipate future potential risks, project pitfalls, inter-dependencies.
Ability to implement new strategies to fix recurring problems.
Lead others (internal or external) into solving complex problems.
Portfolio Management
Ability to identify your main sources of revenue.
Ability to prioritize accordingly.
Ability to track churn.
Ability to drive revenue growth.
Secure top-tiers clients.
Identify new business opportunities.
Understand churn root causes and reduce churn rate.
Ability to analyse your portfolio and create the right level of services.
Ability to forecast your business.
Ability to identify and drive untapped segments.
Ability to anticipate churn and implement new strategies.
Industry
Knowledge
Follow industry-leading magazines, websites and influencers.
Create Google Alerts.
Understand your company's positioning, main competitors and key differentiators.
Be aware of current global market trends.
Attend webinars and network on socials to discuss with peers.
Identify emerging market disruptions and regional nuances, and position your products and services' benefits to shape your client vision.
Help your client navigate throughout the trends and reduce the noise.
Shape the industry by participating in webinars, conferences and commenting on socials.
Emotional intelligence
Understand customer requests.
Understanding of buying trends.
Unwrap customer true pain points and reformulate to meet their goals.
Understanding of customer behaviour.
Understand their main objectives.
Ability to challenge customer pain points and help them navigate throughout their business.
Understanding of customer buying and decision-making process.
Identify the key stakeholders.
Communication
Clearly explain your company's products and demonstrate the added value. Ability to give product / platform trainings.
Match customer needs with the right products and features. Ability to help customers navigate throughout the product / platform to answer complex requests.
Anticipate customer needs and raise awareness, then providing custom solutions that fit their business goals.
Understand client departments and various secondary goals to articulate your offer for each.
Relationship building
Sufficient product knowledge and business acumen to solve customer problems.
Ability to analyse, leverage existing tools and judgment to identify new solutions.
Anticipate future potential risks, project pitfalls, inter-dependencies.
Lead others (internal or external) into solving complex problems.
Feedback
Actively listen to feedbacks and seek guidance for implementation.
Ask for feedbacks, internally and externally, and put them into practice.
Self-awareness and ability to autonomously implement new practices. Ability to come-up with your development plan and engage in a conversation with your manager and/or a mentor.
Conflict
resolution
Ability to understand the reasons behind disputes and seek for internal guidance.
Ability to solve minor disputes leveraging negotiation, compromise and collaboration techniques.
Ability to come-up with solutions and look for internal perspectives.
Ability to handle complex, high-stakes conflicts, involving multiple parties.
Implement new strategies to prevent disputes and escalation.
Ability to act as a role model for junior account managers and provide effective support.
