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All you ever needed to know about
Account Management
All you ever needed to know about
Account Management
(from a media guy)
Be Professional
• Be respectful of people’s time:
Show up to meetings on time,
end on time
• Be present, be engaged – not
...
(Strong) Relationships
• Be honest, communicate often
– If you have a solid foundation,
and have build trust, it is
easier...
No One Has All the Answers
• Learn to say: “I don’t know, but I
can find out”
– Answer questions that you know,
but don’t ...
Communication
• Touch base regularly with your account
teams and/or clients; develop an ongoing
dialogue
• Email is no sub...
You’ve Got eMail
• Who needs to be included in your
response?
– Use “Reply All” sensibly
• When differences of opinion ari...
Sharing is Caring
• Share what you know and find
with the team and clients
– Makes us all smarter and
demonstrates thought...
Dates ensure things move forward
• Provide dates and timelines – it aids
in prioritization and keeps the team
accountable....
Prep for Meetings
Share…in advance when possible, always at
the start of the meeting
Agenda / Context
Purpose
Outcomes
Pre...
Where is your meeting?
• Many times meetings occur at the
client location
– Be present whenever possible
• Customary for u...
In Meetings
• Be present – if you are going to
be in the meeting “be in the
meeting”
• Limit phone usage (phones
down)
• T...
Post Meeting (TPS Reports)
• Capture notes and send out a
conference report to
attendees (especially clients)
- at minimum...
Everything You Wanted to Know About Account Management
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Everything You Wanted to Know About Account Management

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Account Management Basics from a Media Guy

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  • The timeline for that is pretty aggressive however I can deliver that to you on…
  • Transcript of "Everything You Wanted to Know About Account Management"

    1. 1. All you ever needed to know about Account Management
    2. 2. All you ever needed to know about Account Management (from a media guy)
    3. 3. Be Professional • Be respectful of people’s time: Show up to meetings on time, end on time • Be present, be engaged – not checking email, phone or doing other work in the meeting – Computers closed (unless you are taking notes) • If you can’t make a meeting, give a reason as to why, in advance • Splel check. Small errors can distract from the bigger picture of what you are presenting/communicating.
    4. 4. (Strong) Relationships • Be honest, communicate often – If you have a solid foundation, and have build trust, it is easier to have the difficult conversations when you need to • Celebrate the “wins” and openly talk about any issues • When communicating, consider your tone. Often, email correspondence can be misinterpreted
    5. 5. No One Has All the Answers • Learn to say: “I don’t know, but I can find out” – Answer questions that you know, but don’t fake it if you don’t know – *Give a date as to when you will get back to them with the information • Always look to deliver the message in a positive light – “I’m happy to do that but I’ll need to reprioritize this to a later date…”
    6. 6. Communication • Touch base regularly with your account teams and/or clients; develop an ongoing dialogue • Email is no substitute for face to face conversation – Get up, walk over to their desk, speak in person • Don’t assume that someone else is taking care of something. If you are on point, you are accountable • If you are unclear ask – internal teams first, if no luck ask the client • Document phone conversations with follow-up email and clear action items – “Thanks for speaking with me today… we agreed that I would do XYZ by Friday and you would provide me with ABC by Tuesday…”
    7. 7. You’ve Got eMail • Who needs to be included in your response? – Use “Reply All” sensibly • When differences of opinion arise in email – connect face to face • Be thoughtful when you send emails. Avoid shooting off quick messages • If you anticipate a few questions, collect them all into 1 email • Organize the email so it is clear and concise – A. – B. – C. • Splel check and reread the email (out loud) before you send it
    8. 8. Sharing is Caring • Share what you know and find with the team and clients – Makes us all smarter and demonstrates thought leadership • But before you do, add commentary - show how it applies or could apply to a client’s business – Demonstrates understanding and provides business value
    9. 9. Dates ensure things move forward • Provide dates and timelines – it aids in prioritization and keeps the team accountable. If the client doesn’t provide one, ask for one • If you aren’t given a delivery date, ask for one/or recommend one • Always give a date as to when you will follow up or what the next step is and when
    10. 10. Prep for Meetings Share…in advance when possible, always at the start of the meeting Agenda / Context Purpose Outcomes Pre-meeting requirements
    11. 11. Where is your meeting? • Many times meetings occur at the client location – Be present whenever possible • Customary for us to travel – Use v-dash access to determine client and room availability • Do you have travel time baked into your schedule? – Is it during rush hour? – Who is traveling with you? • Do you have a room booked? • Do you have a dial in number?
    12. 12. In Meetings • Be present – if you are going to be in the meeting “be in the meeting” • Limit phone usage (phones down) • Take detailed notes for yourself - designate a scribe if necessary • Determine action items • Assign responsibility and delivery dates
    13. 13. Post Meeting (TPS Reports) • Capture notes and send out a conference report to attendees (especially clients) - at minimum, document your “to-do” list with dates and send to participating parties and stakeholders • All decisions should be documented and filed for future purposes
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