Customer Account Manager Job Description
Customer account managers develop relationships with customers and manage client portfolios to deliver solutions and solve customer issues. This job involves tasks such as answering customer queries, connecting with key business executives, and creating sales forecasts and reports. Customer account managers typically work in an office-based environment, although sometimes travel may be required, and usually work regular business hours, depending on the company. This job is well suited to people with knowledge of account management software (CRM), experience and a passion for communication and customer service, and the desire to meet and exceed sales targets.
Customer Account Manager Duties and Responsibilities
The type of organization a customer account manager works for will determine the exact responsibilities they take on. Based on job listings we analyzed, a customer account manager’s duties typically involve:
Building Client Relationships
Customer account managers are responsible for building and maintaining long-lasting client relationships. They also serve as the main point of contact for all account matters and queries.
Delivering Customer-Focused Solutions
Customer account managers ensure timely delivery of solutions which match the customer’s needs and meet the objectives being measured. This involves working closely with the client to determine what it is they’re looking for and how best the company can deliver that to meet their expectations.
Communicating Progress of Initiatives
Customer account managers communicate the progress of initiatives to both internal and external stakeholders, as well as to the rest of their team, so that everyone involved in the project is aware of how it is performing.
Forecasting Account Metrics
Customer account managers are responsible for forecasting and tracking key account metrics, such as sales results for the quarter and annual forecasts. This involves looking back over previous years and also having a strong understanding of the current market trends.
Customer account managers prepare monthly or quarterly reports to present to key stakeholders that detail their progress, the growth of their client base, and any other metrics.
Customer Account Manager Skills and Qualifications
Customer account managers should have strong interpersonal and communication skills, as well as excellent customer service skills. Typically, employers will require a bachelor’s degree in business or a similar subject, and the following abilities:
- Customer service skills – customer account managers should have excellent customer service skills, as a large proportion of their job is dealing with their client base and providing a great service to them
- Communication skills – customer account managers are responsible for building relationships with clients and stakeholders, so good communication is important. They also regularly prepare and presentations to showcase their progress towards certain individual and team targets, so they should have great presentation and speaking abilities
- Time management – customer account managers juggle multiple accounts and projects at one time, so they need to prioritize their time effectively
- Detail oriented – strong attention to detail is important to deliver client-focused solutions to meet the needs of the customer
Tools of the Trade
Customer account managers regularly use these tools and applicants looking to begin in this position should have a strong understanding of how to use them.
- CRM Software – Salesforce, Zoho CRM, HubSpot
- Spreadsheet Programs – Microsoft Excel
Customer Account Manager Education and Training
The minimum requirement to become a customer account manager is a bachelor’s degree in business, marketing, or a field related to the industry the job is in. Applicants without a degree can often find positions where a high school diploma and demonstrable experience in a similar role generally suffices.
Customer Account Manager Salary and Outlook
The median annual salary for customer account managers is nearly $53,000, according to PayScale. Customer account managers in the 10th percentile earn around $37,000 annually, while the highest paid earn close to $87,000 a year. Some companies offer packages that can reach up to $15,000 from bonus structures based on individual or group performances, and profit sharing opportunities of the same amount.
Location and level of experience impact the pay level for this role, and over 75% of employers offer dental plans and medical insurance as part of their benefits package. The Bureau of Labor Statistics predicts that the growth rate for this sector is expected to grow by seven percent through 2026.
We’ve collected some of the best resources to help you learn more about developing a career as a customer account manager.
Mastering Account Management: 102 Steps for Increasing Sales, Serving Your Customers Better, and Working Less – written by an experienced businessman, this book provides a step-by-step guide to learning how to create a business process that works. From systemizing repeat business to building long-term partnerships, it’s a must for any account manager.
The New Account Manager – this book focuses on one of the most challenging occupations, account management, and how to build the necessary skills to do this job well.
Account Manager Group – with more than 210,000 members, this LinkedIn group is focused on industries where client and customer relationships are at the core of the business. For those new to the industry, it’s a great place to learn and build skills and knowledge from more experienced professionals.
Kapta Key Account Management Blog – this blog from a key account management company focuses on the details and strategies involved with account management. From planning to maximizing opportunities, it’s a useful blog to stay up to date with best practices.
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