Approach

Question 1

ROLE - FIRST 3 MONTHS

Answer 1

Initial approach…

30-60-90 DAY PLAN

FIRST 30 DAYS:
- Engage
- Immerse myself in ADB - particularly technical
- Deep dive into accounts
- Align on priorities & KPIs

MONTH 2:
- Continue learning
- Client intros
- Strategy - objectives & how
- Tactical plan

MONTH 3:
- Start to add value
- Identify knowledge gaps & plan to address
- Plan for next 3 months = accelerate

Day 90:
- Reflect
- Buy everyone a beer…

Question 2

ROLE - HOLISTICALLY

Answer 2

FOCUS ON RELATIONSHIPS
- Become an expert - advisor role
- Comprehensive understanding
- Align client needs to ABD

DATA DRIVEN
- Analytics & industry reports - to support arguments & decisions

Question 3

NEW ACCOUNT

Answer 3

INTERNALLY:
- Deep dive - due diligence
- Financials
- Priorities

EXTERNALLY:
- Introduce myself
- Ask Questions - chance to vent

ACCOUNT PLAN
- Turn attention to GROWTH

Question 4

INCREASING ACCOUNT REVENUES

Answer 4

• DEMONSTRATE ROI & SUCCESSES - as foundation to growth argument
• FIND THE WHITE SPACE - explore pain points, new ideas, cross/up sell, ensure full awareness of our offer
• REGULAR QBRs - forward thinking
• FOCUS ON THE SALES PROCESS
• EXPAND RELATIONSHIPS - to wider client stakeholders

Question 5

INCREASING PROFITABILITY

Answer 5

• SEARCH FOR GROWTH OPPORTUNITIES
• LOOK AT PRICING - Justifiable increases?
  Test first, fine tune the justification.
• LOOK FOR EFFICIENCIES - Monitor resources, streamline processes & workflows
• ACCURATE COST MEASUREMENT - ABC?
• PRIORITISE PROFITABLE ACCOUNTS
• COLLABORATIVE PROJECTS - unlock economies of scale - instil client loyalty

Question 6

TURNAROUNDS or
RENEWALS or
PRICE DROP REQUESTS

Answer 6

TURNAROUNDS/PRICE = ask why!
RENEWALS - pre-emptive

TOOLSET:
- Demonstrate results & progress to objectives
- Demonstrate competitiveness
- Highlight risks & costs of change
- Upcoming advancements
- Explore unconsidered needs

IF PRICING AN ISSUE - opportunity for a refreshed deal

Question 7

BUILDING RELATIONSHIPS

Answer 7

• BE RELIABLE
• BE KNOWLEDGABLE - advisor role, monitor trends and advise
• CLEAR COMMUNICATION - channels and frequency. Contact during quiet periods
• MUTUTAL UNDERSTANDING

Question 8

IF BEHIND TARGET

Answer 8

• EVALUATE Gaps - Quantify, trends, catalyst?
• SHARE THE CHALLENGE - with team. Ask for help / support.
• GET CREATIVE - supplementary revenue streams

Question 9

PROSPECTING

Answer 9

RESEARCH:
- Persona mapping
- Market reports & trade media
- Work with marketing teams on lead gen
- Current client networks & referrals

INITIAL CONTACT:
- Prospect research - establish a need first
- Added value content
- Transactional

CLIENT-FOCUSED MARKETING CAMPAIGN:
- Multiple touchpoints

FOLLOW UP:
- Scheduled through CRM

Question 10

A SUCCESSFUL KEY ACCOUNT MANAGER…

Answer 10

• HAS A PLAN - Mutually agreed
• IS RELIABLE
• IS KNOWLEDGABLE - advisor role, industry trends
• FOCUSES ON THE RELATIONSHIP - trust
• ALIGNS ON BUSINESS/PERSONAL GOALS
• UTILISES THE CRM
• DEMONSTRATES VALUE - If their boss asks..
• EMBRACES SALES SIDE - sales = added value

Question 11

LOSING A CLIENT, TO GAIN ANOTHER

Answer 11

COMMS CHALLENGE:
- Respectful conversation & explanation
- Must protect reputation

ASSIST OUTGOING CLIENT:
- Recommend / introduce to alternative suppliers

Question 12

ACCOUNT MANAGER DUTIES

Answer 12

• ACCOUNT RETENTION & GROWTH
• PROSECTING & PRESENTING
• NEGOTIATING & CLOSING DEALS
• UP-SELLING & CROSS-SELLING
• PROBLEM SOLVING
• RELATIONSHIP MANAGEMENT

Question 13

PREPARING FOR QBRs

Answer 13

• PREPARE A PLAN - Clear agenda
• FOCUS ON ROI & PROGRESS TO OBJECTIVES
• BE STRATEGIC
• SET CLEAR ACTIONS & GOALS FOR NEXT 1/4
• KEEP IT POSITIVE & CONCISE

Question 14

GOALS FOR YEAR 1

Answer 14

• EXCEED TARGETS
• ESTABLISHED STRONG CLIENT RELATIONSHIPS
• GET INVOLVED WITH COMPANY CULTURE

Question 15

STAYING ORGANISED

Answer 15

• TASK MANAGEMENT TOOLS
• CRM WORKFLOWS & AUTOMATION
• PRIORITISE - strategic goals