Account Manager Job Description – Skills & Responsibilities

JustCall

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. The Need For an Account Manager – Position Overview.

Customer Success Team Accountability Gets You Closer to Your Goals

Totango

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. This makes CS team accountability easier and 1:1s more productive to ensure the team is meeting customer and company-wide goals. .

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CXpert Insights: How Process Documentation Can Add Value for Customer Service

Playvox

Any time a family member goes into the hospital for a medical condition it’s tough and concerning on the family to process all that is needed to take into account.

CSM-to-CSM Account Handoffs: A Guide to Perfect Customer Success Account Transitions

SmartKarrot

Within the customer success team itself, account transition happens inevitably. This includes: Customer Documentation. An effective customer documentation strategy is the backbone of CSM to CSM handoff.

Customer Success Needs to Grow (Up)

Speaker: Peter Armaly - Senior Director and Advisor of Customer Success at Oracle

Join this webinar with Peter Armaly, Senior Director and Adviser for Customer Success at Oracle, who will share his experiences, discuss some research, and offer guidance and opinions on the issue of Customer Success programs not being treated equal to its Sales peers.

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans

ClientSuccess

Develop, Document, and Strengthen Customer Lifecycle Plans. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans. It ultimately comes down to whether or not they’ve developed, documented, and strengthened their customer lifecycle plans. In order to achieve greater long-term success with your clients, there are 6 steps I’d recommend related to developing, documenting, and strengthen these plans or playbooks: Step 1: Dedicate Time.

Customer Success Isn't Just a Feel-Good Name for Account Management

Amity

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Customer Success Isn't Just a Feel-Good Name For Account Management

Amity

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. This would be a short-sighted move since Customer Success and Account Management are distinguished by more than just a naming convention. Account Management teams build relationships and align the value their products can bring with the customer’s goals.

Where distributed capture fits in the digital office transformation

Nuance

Sales orders, new loan applications, new account opening requests, requests for insurance quotes, benefits enrollment applications, employment applications, information requests, change requests, service agreements, price quotes and proposals… in the world of office work, the list of information and document types go on and on. Office productivity Uncategorized capture distributed capture document capture

3 Curious Misadventures from the Land of PDF

Mindtouch

Despite a heavy preference toward quick Google searches , branded websites, and chatbots , customers are still forced to interact with a familiar relic of yesteryear: Portable Document Format (PDF). Once the PDF finally finished downloading, Carol searched the document for her error code (Control + F), which she happened to locate on page 89. All of these assets are published and made available as PDF documents.

Strategies for a More Personalized Self-Service Experience

Mindtouch

When they created their account, for example, that user likely specified details like location, product, and even some marketing preferences. Often, it starts by moving away from siloed PDF documentation toward a smarter way of organizing content. Customer Experience Content Strategy Customer Success Documentation Knowledge Base Online Help Self-ServiceAt a high level, a personalized experience is about giving customers what they want.

52 Reasons to Embrace Marketing Operations

ClearAction

I added a couple of new reasons and organized the list into four topical categories: enterprise transformation, marketing accountability, marketing efficiency and effectiveness, and marketing transformation. Marketing Operations = documented, shared knowledge. Marketing Accountability. Marketing Operations owns marketing performance, accountability, compliance (including sustainability). Proactive accountability is better than enforced accountability.

Beyond CRM: How Method Helps Businesses Create Optimal Workflows

Method:CRM

Many businesses start off with just accounting software, like QuickBooks. Of course, no one is expecting you to build accounting software from scratch when existing solutions work so well. When a user logs into their Method account, their dashboard looks something like this. In either case, the newly created customer will automatically sync to QuickBooks, along with any data that is relevant for accounting purposes.

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3 Simple Ways To Promote Productivity And Proactiveness

CSM Practice

Once you have all the data in one place you will be able to easily see how accounts and individual users interact with your product. You can then use this data to launch automated emails or strategic plays (calls to action) to serve each account with a dose of educational resources that would help them: Become aware of features they are not yet using. Track changes in initial goals over time (ideally in your customer success ops system, or an excel/word documents).

3 Steps to Increase Your Customer Success Budget

CSM Practice

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Referrals can be expressed in the total number of deals, the number of accounts or AVC, ARR, and MRR. In fact, experienced customer success executives do not even start their budget process without talking to their accounting team first. To scale, one needs a bigger budget.

Protecting Customer Data, Part 3: Shining a Light on Dark Data

Contact Center Pipeline

Whether it’s customer data, email, survey data, presentations, reports, zip files, log files, call recordings, employee information, old versions of documents, account information—companies have stockpiled vast amounts of information. Hoarding data has been the standard practice for most businesses for years.

How to Get Your Customer Success Budget Increased

CSM Practice

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Referrals can be expressed in the total number of deals, the number of accounts or AVC, ARR, and MRR. In fact, experienced customer success executives do not even start their budget process without talking to their accounting team first. To scale, one needs a bigger budget.

How I Started to Learn and Love Customizing Method

Method:CRM

Referencing Method’s documentation and videos have been key tools as well. While I’m developing I have the following documents/resources open: Method’s List of Actions Method’s List of Controls Method’s List of Events Introduction to Customization Method Partner Q&A Forum Method’s online training videos. If you’re like me, and new to the Method Partner Program , you may have had moments of apprehension around developing Method for your small business clients.

How to Bring Agile Innovation to Customer Success

Totango

An agile approach to CS management can be broken down into seven steps: Document your client’s requirements. Document Your Client’s Requirements. Effective agile CS starts with clear, documented requirements based on client engagement and input.

Guest Post: Here Are The Do’s & Don’ts of Social Media Customer Service

Shep Hyken

Compile the most frequently asked questions in a shared document, determine the best possible answers, and distribute the document to your customer service team. . This document will act as a single source of truth your team can reference. Don’t engage with spam accounts .

Project managers need to be warriors, not bookkeepers – or your projects are doomed

Aspect

In my career I have been the leader showing up to save a failing project to find amazing project documentation, project plans, and paperwork – yet the leaders of the project cannot answer with confidence even the most basic questions like “Are you going to go-live on schedule?” These are the PMs that document and report infinite detail on progress and project results (most often of failure) in project plans, status reports and other documentation.

Best Practices of Great Coaches

The Northridge Group

They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements. Accountability is essential for coaches as well as associates.

Does Your Company Have A Customer Service Strategy?

Integrity Solutions

Sure, they know the obvious rules—don’t falsify documents, don’t surf inappropriate websites, don’t share trade secrets. If you don’t spell out which behaviors are acceptable and which are not, you can’t hold people accountable for them. By Steve Schmidt.

Add Task: how Asana helped us build a better NameShouts

NameShouts

You see, before Asana, we were relying on a haphazard system of documents, verbal agreements, and collective memory to operate. That feeling when “the plan” is a ten page Word document. Asana has been extremely helpful in documenting a work process for us.

18 Great FAQ Examples to Improve Your Self-Service Support

Help Scout

So in addition to helping existing customers, great documentation can help you acquire new customers. Most technical documentation does a great job of breaking down, step-by-step, what the user needs to do to accomplish their goal.

Make Complex Procedures Easier to Understand With 3 Tools in ScreenSteps

ScreenSteps on eLearning

The problem with documenting complex procedures and workflows. Many procedures are complex, involving multiple steps, decisions that have to be made, sub-processes that need to be followed, and exceptions to the "normal" flow that need to be accounted for. Writing a simple "how-to" guide is easy. But, in reality, most businesses aren't dealing with "simple" procedures.

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

Totango

Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect

ShepHyken

Mobile-first is not a new concept, but as a growing number of consumers flock to open accounts on mobile devices instead of computers, businesses need to start thinking about mobile-only experiences. To prevent friction during mobile account signup, businesses should consider new technologies that can improve and simplify the process and allow them to deploy dynamic escalation methods only when needed. Beyond prefill, 34% were open to mobile document capture.

Importance of a Complaint Management Software in Hotels & Restaurants

Wowdesk Blog

The manual complaint practice causes a lack of key factors like accountability, on-time resolution, monitoring, and documentation – things that can worsen the whole experience for your guests. The biggest problem today is a lack of complaint documentation.

Customer Success Plans Promote Client Satisfaction

Totango

Customer success plans are proposals that document your clients’ goals and how you will help achieve them. Customer success software provides a digital interface that you and your customers can use to easily align, document, and track success goals and progress.

4 Ways to Scale Your Customer Success Efforts

Amity

Your company’s customer success journey may be in the earlier stages so you may be focused on more reactive items such as saving at-risk accounts or post churn follow up. If you are a bit farther along in your journey you may be focused on more proactive things like maximizing product adoption or account growth. The CSM needs to fight the urge to retrain the account himself, even if he is qualified to do so. Document, document, document.

How FAQ Software Can Help Your Small Business

Help Scout

With Docs you’re able to make both external and internal documentation. Private articles are only accessible by others with access to your Help Scout account, making it perfect for internal documents.

Termination Letter Examples for Call Centers & Customer Service Pros

Callminer

If an employee is being dismissed due to performance concerns, you should keep all documentation on file such as data from quality assurance software solutions or performance monitoring reports, as well as any documentation from agent coaching sessions.

11 Ways to Reduce After Call Work in Your Contact Center

Babelforce

The exact tasks depend on your contact center, but they usually include: Logging call data in a CRM Scheduling callbacks Creating summaries Escalating queries to specialized teams Sending documents to the customer. A simple, shared word document is easy to browse and saves mountains of time.

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11 Ways to Reduce After Call Work in Your Contact Center

Babelforce

The exact tasks depend on your contact center, but they usually include: Logging call data in a CRM Scheduling callbacks Creating summaries Escalating queries to specialized teams Sending documents to the customer. A simple, shared word document is easy to browse and saves mountains of time.

CRM 52

Is WhatsApp Integration for Customer Support Worthwhile?

Babelforce

And, unlike all those emails which go unopened or land in neglected accounts, people actually read their WhatsApp messages. Use this for queries about topics such as: Opening hours Order updates Account status checks Simple sales processes. #4

The NEW Customer Playbook

ClientSuccess

The Account Executive (or whoever is managing the sales process) should send out an introduction email to all customer contacts introducing them to all members of your onboarding team. Read through any public documents and earning reports that may be available.

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Announcing Totango’s Winter ’20 Release: Jasper

Totango

As the owner of the meeting you need to: Document the participants . Document the objective. You can leverage our newly enhanced touchpoints to help you define the plan, store it in totango as part of the customer’s account profile, and instantly share via email with your customers. .

Getting Started with a Customer Success Program at Lucid

Totango

Collect & document feedback . Which then got our account teams, sales team, product teams, and support teams all excited and asking how to leverage Totango. We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers.

The contact center monthly performance review by Robert C. Davis and Associates: Preparing for optimum results

Robert Davis

Most importantly, leaders should prepare any documentation needed during the MPR. Solution/game plan from team member (accountability attached) Clear action steps. By Bob Davis , Founder and CEO, Robert C. Davis and Associates. The key to success for any meeting is preparation.