Working in an open office at Track5Media gives us the chance to hear a lot of interaction. On the account management side, you get to hear exactly how we interact with our clients. Whether it’s fixing a bug, setting up a new client, or simply checking in to make sure things are running smoothly. The account managers are tasked with not just customer service, but also onboarding, communication, and a variety of other tasks. For those looking to get into an account management position full-time, or looking to join us as an account management intern, there are a few things you should know. Below are just a few of the many traits of a great account manager.
Four Traits of a Great Account Manager
Communication is one of the most important traits of a great account manager. When working with clients, our account managers consistently check-in and always are willing to explain things a second or third time. Top-notch account managers constantly and consistently share the important information, whether that’s campaign updates to clients or client insights to team members to use in campaigns. Communication also builds a line of trust within clients. If clients trust that our account managers can handle an issue, they’ll be more likely to stay on if they come across an obstacle.
It’s one thing for me to tell you about the traits of a great account manager, but let’s hear what one of our own account managers have to say!
“I think a great AM needs to be personable. It’s important to not only have strong communication skills in account management but also have the ability to build strong relationships. We’re in constant contact with our clients and we have to be able to gain their trust in our judgment and suggestions – I find being personable plays a big role in making that easier,” Account Manager Kelsey Herbst said.
One of our strongest selling points is that we actually have real people on the other end of the phone. While this might not seem like a huge deal, the fact that our customer service isn’t automated creates a closer bond with clients. This is why being personable is such a key trait to have as an account manager.
Another way that we earn trust with our clients is through our reliability. When you say you will do something, be sure you follow through and do it. This is another important part of building trust between you and your clients. In this same vein, don’t make promises you can’t keep. Maintain realistic goals for yourself that correspond to the goals of all your accounts. This is also yet another way that you can gain trust with your clients. Our reliability is our strong suit and it’s also one of the best traits of a great account manager.
I also spoke with Jillian Armstrong, director of client accounts about some of the traits that she looks for in account managers.
“A great account manager will have the ability to quickly learn prioritization and be able to incorporate that into their daily workflow. Some tasks or client requests are much more time-sensitive than others and it’s important to be able to prioritize and focus on the most important tasks before moving to lower-priority items, regardless of when the requests come through,” she says.
We manage a ton of accounts on multiple brands at Track5Media, so it’s important that our account managers can prioritize tasks to ensure that all our clients are getting the attention they deserve.
As always, if you’re looking to work with our awesome team, check out our “careers” page. We’re also looking for an account management intern, so if you want some great work experience in an awesome environment, now’s your chance!