This document discusses the role and responsibilities of an Account Manager. An Account Manager is responsible for maintaining an ongoing relationship between a customer and supplier to maximize benefits for both parties. They serve as the primary point of contact and are responsible for overall customer satisfaction. Key responsibilities include possessing expert knowledge of the customer's business and needs, providing excellent customer service, managing project teams, and pursuing new business opportunities. Global Account Managers also require cultural awareness to navigate varying expectations internationally.

1. Benny Nyberg
Global Key Account-
Program/Project Manager
Key Account Management
January 3, 2009

2. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 2 -
What is Account Management?
 An ongoing relationship aiming to maximize benefit for
both customer (the Account) and supplier
 Key Account sales typically include a variety of
deliverables, e.g. capital equipment, systems or
solutions, products and services
 A Global Account is served in both domestic and
international locations
 A large account may have a number of concurrent
contracts/projects with several project or contract
managers each responsible for their deliverables

3. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 3 -
Account Management resources and process
 Each account team is staffed with resources matched to
the complexity of their deliverables and overall needs for
serving the account
 Maximized value is provided by resources mastering
and maintaining a vast knowledge of the customer's
business, competition and latest industry news
 Consistent service, contract delivery and fulfillment of
customer expectations is managed using common lean
processes

4. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 4 -
Account Manager responsibilities
 The Account Manager serves as the primary business
contact for the customer and is ultimately responsible for
customer satisfaction
 The AM must possess excellent knowledge of the
customer's business, competition, latest industry news
and the capabilities of his/her company
 The AM consistently provides excellent customer
service and is an ambassador for the account and
his/her company, i.e.
 represents the client needs and goals within the organization
 represents the company’s interests in all transactions and
effectively communicates all offerings to the customer

5. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 5 -
Account Management responsibilities
 The AM works closely with each project team to
maintain a continuous knowledge of project status in
order to identify potential issues and/or opportunities
within or related to the project
 The AM has the overall responsibility to ensure
 that client issues are dealt with in an efficient manner
 conflict resolution and contract compliance
 that all processes and procedures are completed and quality
standards are met
 The AM is always aware and in pursuit of opportunities
for account growth and new business

6. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 6 -
Account Manager abilities
 The AM must be an excellent communicator,
relationship builder and leader, to
 communicate well with customer personnel at all levels, gather
information and understand their needs
 encourage new and repeat business opportunities
 lead and mentor account teams with a customer first attitude
 A Global AM needs good cultural awareness and be
sensitive to different expectations and ways of doing
business