Account Manager - job 2 of 2

As an Account Manager at AHEAD, you will engage directly with clients, acting as a customer advocate to understand their needs and challenges. Your core responsibilities include ensuring Service Level Agreements are met, coordinating renewals for Managed Services contracts, and identifying opportunities for growth through cross-selling and upselling services. You’ll also lead onboarding for new customers and drive process improvements to enhance customer satisfaction.

To be considered for the Account Manager role at AHEAD, candidates should possess a good understanding of IT Service Management and Project Management principles. Strong communication and presentation skills are essential, along with the ability to manage client issues effectively. Familiarity with MS Office tools, particularly Excel and PowerPoint, is also required to efficiently handle reports and client presentations.

Ideal candidates for the Account Manager position at AHEAD should have a proven track record in managing client relationships, preferably within the IT or technology sector. Experience working with C-level stakeholders and handling technical challenges will enable you to excel in this role. Previous involvement with service improvement initiatives and technical assessments is also beneficial.

AHEAD encourages continuous learning and professional growth for Account Managers through access to top-notch technologies, cross-department training opportunities, and sponsorship for certifications. Our internal groups, like Moving Women AHEAD and RISE AHEAD, further support diverse ideas and experiences, creating an enriching work environment.

The work environment for Account Managers at AHEAD is collaborative and empowering. We emphasize a culture of belonging, where diverse voices are encouraged and valued. You will work closely with our clients, various teams within AHEAD, and have opportunities to contribute insights that directly influence our services and processes.

When faced with a challenging client situation, it's vital to stay calm and listen actively to the client's concerns. I would assess the issue thoroughly, involve relevant team members if necessary, and communicate clearly with the client to outline the steps we will take to resolve the problem. Building trust through transparency and commitment to solving their issue is key.

Building strong client relationships starts with understanding their business goals and challenges. I make it a priority to communicate regularly, provide valuable insights, and follow through on commitments. Hosting regular business reviews and being proactive in addressing potential concerns also helps forge strong connections.

Prioritizing tasks requires a clear understanding of both urgency and importance. I typically make a list of all tasks, assess deadlines and their impact on client satisfaction, and then tackle them accordingly. Communication with clients about timelines and expectations is crucial when prioritization is necessary.

In my previous roles, I identified opportunities for upselling and cross-selling by understanding client needs and presenting tailored solutions that provide enhanced value. Successful upselling is about aligning offerings with their business goals and demonstrating the potential ROI, which fosters long-term trust and satisfaction.

Customer feedback is instrumental in driving service improvement. It provides insights into client satisfaction, pain points, and areas for development. I actively solicit feedback and use it to inform processes and develop targeted strategies to enhance our services and support.

I implement several best practices within IT Service Management, such as establishing clear SLAs, ensuring effective communication between teams, and continuously monitoring performance metrics. Regular reviews and continual improvements based on performance data help us maintain high service standards.

If a key account is at risk of leaving, I would proactively reach out to understand their concerns. I would schedule a meeting to discuss any dissatisfaction and explore how we can address their needs. Developing a tailored retention plan based on their feedback can help regain their trust and ensure they feel valued.

During a recent onboarding of a Managed Services client, I created a detailed onboarding plan that included scheduled meetings and milestone tracking. I coordinated with internal teams to ensure all service components were delivered promptly, leading to a smooth transition and high initial customer satisfaction.

I utilize tools such as CRM systems for managing client relationships and Excel for reporting purposes. Using these tools effectively allows me to track interactions, assess contract renewals, and prepare insightful reports that facilitate discussions during business reviews.

I stay abreast of technological changes through continuous learning, attending industry conferences, and engaging in professional networks. By keeping myself updated, I can provide relevant insights and recommendations to clients, positioning myself as a trusted advisor who understands their evolving needs.