Serve as the customer's point of contact within a company.
What does an Account Manager do?
An account manager is the liaison between a company and its customer base. Whether you work for a bank or a medical products company, your job as an Account Manager is to answer questions, solve problems, and alleviate concerns for your customers.
Account management most often involves sales of some sort. Say, for example, you work for a company that makes pre-mixed IV solutions for hospital pharmacies. You, sometimes with other sales support, contact the hospital and explain the benefits of your company’s products. This is where the relationship between the account manager and the customer begins. Many times this relationship makes the difference between retaining that customer or not.
Once the sale is made, you become the customer’s main point of contact. If their IV’s don’t arrive, the ordering system has a glitch, or the billing department messes up, then you work to resolve the issue. This is a sensitive part of your job. Although the customer’s needs are primary, perhaps a production delay made it impossible to deliver the product on time. Maybe the customer misunderstood the delivery schedule. Sometimes it’s your company’s fault; sometimes the customer’s. Either way, it’s your job to maintain the relationship and find a solution to the problem.
Good verbal and written communication skills are key to this position. You send professional emails and talk with customers every day. Not only do you speak to them, but you counsel, guide, nurture, teach, instruct, inform, and calm them. That is no small set of skills to master.