Customer account managers are an integral part of customer service operations in many organizations. Because of this variety of industries that employ customer account managers, the precise duties of these professionals vary. However, generally, these managers oversee an organization's customer service operations to ensure that customers have high-quality experiences with the company, so that they continue to make purchases or use its services. These individuals may also oversee other individuals servicing client accounts, providing guidance, advice and feedback to subordinates.
In addition to working with existing customers, some customer account managers are expected to help recruit new customers as well. This is especially true in highly competitive industries such as advertising and travel agencies. This usually is accomplished by networking and asking for referrals from existing clients, but may also be done by cold calling or purchasing lead information.
There may be significant sales and cross-selling skills needed to fulfill the the customer account manager's role, although not all industries have this requirement. Some customer account manager positions are specifically designed as sales roles (such as in the pharmaceutical industry), whereas others involve only incidental cross-selling of related products (such as in the banking industry).
The education requirements vary. While most companies prefer hiring those with bachelor's degrees in business, marketing, or a related field, a combination of a high school diploma (or equivalent) with substantial experience in a related industry or position generally suffices.
Customer account managers usually work indoors, in a climate-controlled office environment; they may or may not be required to travel, depending upon the company for which they work.
Customer Account Manager Tasks
- Develop new business opportunities with existing clients by promoting company products and services.
- Improve customer satisfaction by improving responsiveness and anticipating customer needs.
- Help on-board new clients and provide customer service to assigned customer accounts.