1. Account Relations Manager May, 2016
Account Relations Manager
Job Description
Position Overview
The Account Relations Manager has direct account responsibility ensuring client contentment,
retention and continued growth using the Angus suite of products.
 Account responsibilities include:
o Answering questions, resolving problems and providing general assistance that
the client may need. Problems may be directly related to both the financial /
business aspects of the account as well as technical / support in nature. (Best
practices)
o Developing lines of communication within the client to not only allow our firm to
better understand their needs / timing but to also educate the client on changes,
new products and enhancements provided / supported by the firm.
o Direct client facing involvement in support of client gatherings / meetings
o Direct involvement with trade organizations / meetings as required
o Onsite Client Meetings (Group & Individual) as well as regular calls, webinars
and committee meetings as required.
 Retention responsibilities include:
 Working together as a team to develop on-going retention programs for entire
Angus client base.
 Working on projects, as assigned, to directly support primary objectives of
account retention and customer satisfaction. These may include:
o Develop written responses / service orders / contracts
o Conduct both “Live” and “Web Based” presentations
o Follow-up Activities (Telephone, emails, letters)
o Surveys creation and response assessment
o Data mining
o Staff development initiatives
 Promoting complementary products and services to increase the client's or
customer's satisfaction.
 Promoting knowledge of existing product & Services currently not being
purchased by the client to support sales initiatives.
 Promoting new products as available.
 New uses for existing products

2. Account Relations Manager May, 2016
Strategic Thinking
 The Account Relations Manager is responsible for the planning of our clients' future and
strategic needs as a whole. Assisting internal departments to help anticipate the growth
and additional needs that come up as technology improves and changes.
o Identifying new technical requirements of our clients and bringing them to the
attention of product development
o Reviewing new development as required to help insure it will meet clients’
expectations in terms of capabilities, ease of use and timing.
o Fully understand the functionality and capabilities of the Angus suite of products.
o Stay abreast of the Commercial Real estate Industry to discover and track its’
general direction and needs in terms of associated services & products.
o Stay abreast of competitors in order to indentify both strength & weakness of
their offering when compared to ours and how best to develop marketing strategy
and tactics to enhance our overall position within the market place.
Client Satisfaction:
 The Account Relations Manager must help to identify and resolve key issues directly
impacting our client satisfaction. This may include, but is not limited to:
o Follow up calls following the completion of complex implementations (ie
conversions, transfers, integrations)
o Follow up on issues with internal work flow where streamlining can occur to
better improve our clients experience.
o Escalate issues where internal workflow has caused client dissatisfaction with
suggestions for improvement in future.
o Foster Industry contacts (both professional and personal)
Administrative Responsibilities
 The Account Relations Manager must also perform several administrative duties in
support of both our client and internal organization. Activities include, but are not limited
to:
o The timely and accurate input of information into the sales and account
management tracking tool “Quick Base”.
o Development, distribution and tracking of all Service Orders, RFP responses,
Contracts, associated forms (DTA”) and any other support materials needed to
document any / all activities.
As this position is ever evolving, there may be changes to responsibilities as outlined above as
required. This will be in direct response to addressing key client concerns that fall within the
Retention and Client Satisfaction purview.