What challenges do you face in account management?

Empathy is a key ingredient in all stakeholders engagements. Have empathy with your customers across all touch points- acct management, customer service, product development etc

One thing I always face as a challenge is prioritizing client requests which are equally important, requested in parallel, and also where clients hold a similar amount of business size and tenure with our organization. Requests referring to the task where my dependency is on other support departments. Bargaining on timelines with clients and internal departments is a totally differently difficult task.

I have seen that accurately interpreting customer requests and anticipating their needs can be challenging, especially when dealing with complex products or services. I rely on clear communication and access to relevant information to provide the best possible support.

Managing accounts can be a very hard task, specially if you're depending on cross-functional teams such as: legal, IT, development, etc.. Sometimes those teams lose the essential skill of empathy as they're losing the touch with the client, so, no sense of connection with deadlines or commitment. I'm not pointing any fingers as this happens out of their will, so, I do this as a practice and try to involve then as much as possible with the client so they can get in touch with them and maintain the human bond. Also, whenever I receive a complaint or something urgent I cascade this info to my colleagues or the responsible team so they can be aware of the critical situation we've and what is on stake here.

Interpersonal communication is key in any sales or account management activity. If we break down the communication process, we find numerous aspects and variables to consider, and language is just one. The codification of the message by the transmitter, as decoding by the receiver, occurs in a precise context, through a channel, according to the set of shared values that a group of people holds and that we call "culture". Such values affect how we think, act and judge. To reduce frictions and misunderstandings: 1. Run a situational analysis (target, context and cultural characteristics); 2. Elaborate your message according to your goal 3. Pick your channel and format according to the message's complexity PS: Never forget empathy

The temptation to offer clients gold plating is real. We want clients to be happy. Happy clients remain clients in the future. But clients also don't control the profitability of our companies. That's our responsibility. Seek to keep clients content, but not at the expense of losing everything else.

Scope creep is always a challenge when managing accounts where services are delivered. While it's natural for the service to evolve over time and ultimately you want to deliver what the client wants, it's critical that changes are properly scoped and documented. Major changes are easier, as you will usually be able to charge for them. It's the small, incremental changes that can be the most difficult to track and quantify. However if you don't you will end up with a service that is disjointed from what is defined in the contract. Periodic recalibration of the service to the contract is necessary to capture scope creep, and while you may not be able charge for it you absolutely want to get credit for the added value.

It’s inevitable that this is something you battle with, particularly in longer sales cycles. It’s really helped me to establish clear, documented project scopes from the outset. Regularly communicate boundaries to clients, emphasizing the importance of adhering to agreed-upon deliverables. Implement a robust change control process, requiring formal approval for any modifications. Educate clients on the impact of scope changes, including potential delays and cost implications. Consistently monitor project progress against the defined scope and address deviations promptly. Transparent communication, proactive risk management, and a disciplined approach to scope control are key strategies in mitigating it’s impact on account management.

Scope creep poses a significant challenge in account management, often leading to budget, timeline, or resource discrepancies. This can detriment profitability, quality, and reputation. To mitigate scope creep, defining project scope and gaining approval from clients and the team is essential. Establishing a change management process and communicating it effectively aids in managing expectations. Monitoring project progress diligently allows for prompt identification of scope deviations. Negotiating and documenting any changes or additions ensures alignment with resources. Educating clients on the implications of scope creep fosters proactive avoidance. In sum, proactive scope management is crucial to uphold project integrity and success.

Something else I’ve learned? Breakdowns in client-agency relationships can typically be attributed to a few common mistakes. And, whether they made the mistakes or not, the majority of the blame falls always on the Account Manager. How to avoid this situation? → Define expectations and deliverables. → Communicate during the process with all parties involved. → Hold meetings to monitor the process. → Negotiate any changes and timeline expectations. → Allocate resources accordingly.

There is no time management, only priority management. One of the changes in my life that has been critical in this area is that I refuse to give the excuse of not having time. Of course I had time to get it done, I just chose to do other things. Replace that with saying that it wasn’t a priority. I didn’t have time has served as an acceptable cop out for far too long. Once you replace that with “it wasn’t a priority” it’s funny to see your priorities change. That cognitive dissonance you feel when you need to respond on that was is typically enough to push you to execution.

Here’s a few examples of things that really help me: 1. Prioritization: Account managers should identify high-priority tasks, ensuring that they address urgent matters first. This involves assessing which clients require immediate attention and focusing on critical projects. 2. Time Blocking: Allocating specific time blocks for different tasks or clients can enhance productivity. Stick to these blocks to maintain focus. 3. Setting Clear Goals: Knowing what needs to be achieved allows for better planning and allocation of time and resources. 4. Delegation: Recognize when tasks can be delegated to team members or specialized departments within your organization. This frees up time for higher-priority activities and client interactions.

I am an account manager, in my 3rd year after being an Executive Admin Assistant for a VP and former Chief of Staff for my company. The volume and pace of responsibility is light years faster than being an admin. I moved from an hourly to salaried employee with more flexibility, 50% travel and a myriad of high-touch, time-sensitive deliverables under a performance contract. Starting to understand the role and my clients better but the time management thing.. looking for a consistent workflow process to keep things in front of me

Entendo que abordar a gest?o do tempo nas rela??es com os clientes é fundamental para garantir a eficiência, a satisfa??o dos clientes e o sucesso geral do negócio. Ter pauta clara das reuni?es, incluir quem de fato é importante e que tenha empowerment no assunto, n?o ser prolixo, isso ajuda a valorizar o tempo dos cliente e uma condu??o eficiente dos assuntos.

Effective time management is crucial for account managers, who must juggle numerous tasks and client needs amid interruptions. Planning with realistic deadlines, leveraging organizational tools, and delegating non-core tasks optimize productivity. Firmly setting boundaries by declining excessive requests and taking periodic breaks ensures efficiency and well-being. Mastering time management is indispensable for navigating the multifaceted role of an account manager.

I personally feel AM's should be hand selected - especially at Enterprise/National level. The relationship is all about rapport, connection and personality fit. The right account manager will know how to manage, communicate, work with them professionally and personally, it's a game of adapting to the need. That is a skill that is developed over time which is well worth the time invested. Clients want a trusted advisor, one who will say "no" at the right times, be reliable, be honest, be true to their word, effective and one who wants to help them achieve their overall success - after all, their success is our success.

Building trust and rapport takes time, but it's an investment that pays off. There's no shortcut, it requires time, effort, and a solid plan helps a lot. Get to know people on a personal level. Understand their goals, challenges, and preferences. This knowledge allows you to tailor your interactions and offerings to their needs. Consistent communication is key. Stay in touch even when there's no immediate business to discuss. Share industry insights, congratulate them on achievements (LinkedIn is great for this), or simply check in to see how they're doing. Trust is the cornerstone of a successful relationship. Be transparent, deliver on your promises, and show genuine interest in the success of others.

As an account manager these have become my go to’s EVERY TIME! Firstly and obviously, actively listen to client needs, and demonstrate a genuine interest in their success. They need to know you see their vision for their business. Tailor your approach, acknowledging individual preferences and organizational goals. Consistently deliver value by understanding the intricacies of your client’s business. Anticipate challenges and address them preemptively, showcasing a commitment to their long-term success. Regular check-ins, and transparent communication contribute to building a robust rapport. By being responsive, adaptable, and dedicated to exceeding expectations, an account manager can create long lasting connections with clients.

In my opinion, One of the most important reasons for the failure of relationships is that the client feels that the account manager is working to achieve his target, and then the client will not need him except for necessary needs only.

Strong communication is essential, but keeping lines of communication open and honest within the team and—most importantly—with clients can be difficult. The complexity is increased by resource constraints, which push account managers to maximize productivity despite constraints.

Challenges: Keeping up with industry trends, acquiring new skills, and adapting to changing technologies or client needs can be demanding. Lack of up-to-date skills can affect performance and client outcomes. Solutions: Invest in continuous learning through training, workshops, and professional development opportunities. Staying informed about industry trends and seeking mentorship can also contribute to skill growth.

In an increasingly competitive space, we grow or die! Here’s a few thoughts… The challenge of skill development as an account manager revolves around the need for a strong arsenal of skills at your disposal. Beyond mastering sales techniques, account managers must hone interpersonal, communication, and problem-solving skills. Navigating complex client relationships demands adaptability and a deep understanding of diverse industries. Continuous learning and professional development become integral to staying ahead. Embracing a growth mindset and seeking feedback can mitigate these challenges, fostering a dynamic skill set that not only meets but exceeds the evolving demands of account management in a rapidly changing business landscape.

So true – if only the quarterly pressure on booking, revenue and EBIT and the daily hassle of projects and hunting for the next business would not take so much time. Fits to the Time Management section of this article. While it is difficult to carve time out of the busy schedule to learn new things it’s important and also fun. But also every client or internal interaction holds deep learning opportunities, if you are interested and keep the ears and eyes open. Other than that – any best practices welcome ??

Metas e metas! Seja elas pessoais ou profissionais, sempre seguimos em busca te atingi-las, com tudo, temos ganhos em novas habilidades e confian?a e determina??o para habilidades já existentes.

Responsible for everything but having no authority ! A account manager is held responsible for answer client on any shortcomings in day to day service, finance etc. However an account manager has no direct control over operations team and nor he/she has any authority over the backend teams.

My take is balancing the timelines between the client desired & agreed schedule and the back office support trying not to upset either.

Additionally, managing client expectations amidst changes in market conditions or company strategy can be challenging. Flexibility and adaptability are key, as is the ability to demonstrate value continually to build client loyalty and satisfaction.

Cultural Sensitivity and Adaptability Understanding cultural nuances: Be aware of cultural differences in communication styles, business practices, and etiquette. Adapting to different cultures: Be flexible and willing to adjust your approach to accommodate cultural differences. Ethical Considerations Maintaining integrity: Adhere to ethical standards and avoid conflicts of interest. Respecting confidentiality: Protect client information and maintain confidentiality. Continuous Learning and Development Staying updated: Keep up with industry trends, best practices, and emerging technologies. Networking Online presence

Balancing the needs of your clients with the needs of your employer is often a huge challenge. As an AM you will want to do the best to support your clients and help them grow, but when your clients needs don't align with your organisations strategic goals, roadmap, or resource deployment, you will need to develop strategies to still deliver for your clients whilst satisfying internal requirements. As an AM you must have the ability to identify when to 'fight' internally for your client, and when to reset expectations with them and try and find alternative solutions that align with your org's capabilities.