What Does an Account Manager Do?
There's more to key account management than meets the eye. Learn what an account manager does in this mind map.
What Does an Account Manager Do?
by Warwick Brown
1. Managing the relationships
1.1. introducing other teams/stakeholders
1.2. Updating customer service with requirements
1.3. relationship mapping - who needs to know who
1.3.1. customer engagement plan
1.3.2. add contacts to CRM
1.4. Hosted events
1.5. Supplier relationships
1.6. Webinars
1.7. Focus Groups
1.8. first test customers/pilots
1.9. referees
1.10. surveys
1.11. Case studies
2. Driving growth
2.1. Revenue
2.1.1. consulting
2.1.2. Suppliers
2.1.3. AM fees
2.1.4. reporting
2.1.5. What are the opportunities
2.2. Leakage
2.3. HAR
2.4. Expansion
2.5. Sourcing
2.6. Data consolidations
2.7. Research / News / Updates
2.8. Re-engagement
2.9. Macro/Micro economic forces
3. Data
3.1. Reporting
3.1.1. Trends
3.1.2. Insights
3.1.3. Actions
3.1.4. Convert to opportunity
3.1.5. What does it mean?
3.1.6. Context
3.2. Objectives
3.2.1. What do they want to achieve
3.2.2. Tracking & monitor
3.3. Quality
3.3.1. Consistency
3.3.2. Accuracy
3.4. Analysis
3.4.1. Deviants vs Compliant
3.5. Customisation
4. Change management
4.1. Recommendations
4.2. communication strategy
4.3. expansion
4.4. education
4.5. training
4.6. stakeholder support
4.7. implementation
4.8. project plans
4.9. ongoing review and tracking
5. business reviews
5.1. Preparation
5.1.1. Formatting
5.1.2. Running
5.1.3. Quality checking
5.2. Analysis
5.3. Recommendations
5.4. Setting meetings
5.5. Preparing agenda
5.6. follow up
6. Savings
6.1. Processes
6.2. Suppliers
6.3. Product mix
6.4. Buyer behaviour
6.5. Forecasting
6.6. Benchmarking
6.7. Savings Plans
6.8. Standard vs customised
6.9. Fees (total cost of program)
6.10. Monitoring
6.11. Targets
6.11.1. Flexibility
7. product feedback
7.1. development
7.2. information
7.3. road maps
7.4. bugs
8. Retention
8.1. Renewals
8.2. RFPs
8.3. Expansion
8.4. pro-formas
8.5. forecasting
8.6. gap analysis
9. Prospects
9.1. support sales
9.1.1. Presentation
9.1.2. Trade Shows
10. issue management
10.1. Escalations
11. Advocacy
11.1. Customer service
11.2. Product
11.3. Finance
11.4. Customer Setup
11.5. Management
11.6. Technical
11.7. Global
12. Education
12.1. Internal
12.2. Business Engagement
12.3. Webinars
12.4. Supplier Days
12.5. User Forums / Lunch & Learn
12.6. Product info and updates
12.7. Best practice
13. SFDC
13.1. admin
13.2. contact management
13.3. contract management
13.4. risk management
13.5. opportunity management
13.6. cases & incidents
13.7. meetings
13.8. training
13.9. content library
13.10. marketing campaigns
14. Meetings
14.1. QBR
14.2. Preparation
14.2.1. internal
14.3. Relationship
14.4. Issue resolution
14.4.1. internal
14.5. contract
14.6. suppliers
14.7. expansion
14.8. introductions
14.9. internal (training/workshops/updates)
14.10. Optimisation/planning
14.11. Notes and follow up
15. Planning
15.1. QBR
15.1.1. Opportunities
15.2. Optimisation Plans
15.3. Calendar management
15.4. Task management
15.5. Communication
15.6. Relatoinships
15.7. Retention
15.8. Profitability
16. Technical
16.1. Configuration
16.2. Integration
16.2.1. HR Feeds
16.2.2. Expense Management
16.2.3. SSO