Strategic account management doesn’t happen by accident – it’s made up of formalized, repeatable, and measurable processes. Strategic account management is a critical component to a successful sales strategy, helping to better meet revenue goals, maintain long-standing client relationships, and deliver shared information and investments. She can drive sales managers who merely put out fires day to day to flourish as visionaries who can motivate their team and generate results for their sales organizations. At the end of the day, strategic account management … Lisa Rose is a Group Vice President of Sales at The Brooks Group. by devrevegy | Aug 22, 2017 | Uncategorized, Effective strategic account management requires organizational commitment that goes beyond sales and must rely on other client-focused stakeholders, as we mentioned in our past blog post, Top 5 Account Management Best Practices to Drive Real Customer Centricity. … Communication. Many accounting managers struggle with the annual goal setting process. Unsubscribe at any time. 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Performance Management is most often defined in the context of Human Resources. The complexity of the modern enterprise has made it increasingly difficult to share and align customer knowledge across sales teams and throughout an entire organization. As with just about everything in business and sales, when you have a plan in place, you can stay organized more easily while ensuring that no projects, customers, or clients are neglected. To get started, companies can analyze the following: 1. Those objectives will help you decide which metrics make the most sense for your team to track. How you help your customers 5. Know the Players inside the Strategic Account. Here is an example of a performance goal for a project manager that illustrates this idea: Non-measurable: “Meet project milestones.” Measurable: “Complete all phase two Aurora project milestones by August. By using this site, you consent to the placement of cookies. Account … Nothing will put a strategic account at greater risk … What The Account Manager Resume Objective Should Tell Prospective Employers Account managers must be able to manage several different tasks at once. Jeb Blount. This is ironic, but pretty common outside of sales teams. Once again he uses ‘SAM’ as its anchor term, but GAMs, KAMs and account managers will all recognise their role in this discussion. Their duties include expanding client database, maintaining a positive relation with existing clients, attaining … Strategic Account Managers acts as a liaison between an organization and its clients. They provide concrete milestones for evaluating progress. Strategic Account Manager job profile. This section essentially is your elevator pitch and the first thing the reader sees. What do you plan to do to improve HR performance in the New Year? These managers are the contact people for the strategic accounts’ stakeholders and are responsible for developing and maintaining a long-term relationship with the customer. This means that projects and tasks can easily become forgotten and get pushed to the side, while customers and partners are left fee… In both cases your aim is to move from a transactional role with your customer to a strategic partner … We just finished an eye-opening research study which revealed that 47% of salespeople do not have confidence that the sales department is respected by other departments inside of the company. The 7 Habits of Highly Effective Strategic Account Managers Blog. The Brooks Group’s Strategic Account Management training program teaches participants a highly-practical system for developing each of their key accounts in ways that will strengthen the client relationship—and drive additional sales revenue for your company. Cognitive flexibility is defined as “a unique cognitive ability that is linked to … Performance Indicators for Growing Revenue: You can use the account management KPIs that make sense for your organization to measure how effective your team is at retaining, growing, and developing long-term relationships with your key clients. ... Conversely, a poor definition leads to role ambiguity, stress and poor performance … For that reason, it’s important to measure growth with key indicators or performance measures. Your customers come first, so it’s important to understand the entire context of your key accounts. The frequency and depth of the review process may vary by company based on company size and goals … It is important to adapt your core sales metrics to track your results regarding short-term activity, mid-term pipeline growth and long-term revenue growth. In this second blog from Ed Bradford, he builds on the Strategic Account Manager as single point of contact theme. Performance Indicators for Retaining Customers: In order to recognize new business opportunities—and be seen as strategic advisors when making recommendations—your account managers and sales staff must demonstrate their value to the client. Incorporating both perspectives within the framework of strategic planning provides the best opportunity for success. eBook: Field Guide to Account Based Sales Enablement, Webinar: Leverage Customer Intelligence to Empower Your Account Based Sales Strategy, Article: How Five Leading Technology Companies Power their Account Plans. Cognitive flexibility. Nothing will put a strategic account at greater risk … The performance of individuals clearly impacts organizational performance and vice versa. How do they achieve this title of “trusted advisor”? Whether your organization has a dedicated Account Management team, or your salespeople are in charge of managing their own accounts, it’s important to establish some performance measures focused on account management. Where do you … ©2020 The Brooks Group. Based on the frequency of reviewing your goal and objectives, you must schedule meetings with the key account … The overall objective for key account managers is to maximize revenue from each major account. It must pique the candidate’s interest and establish how your job can satisfy her personal and professional goals (see how the strategic account manager … Top Performers in this study, Top Performance in Strategic Account Management Benchmark Report, had stronger revenue growth, margin growth, and satisfaction growth in their named strategic accounts than The Rest. Know the Players Inside the Strategic Account. I helped you generate this revenue.” If your key account managers aren’t providing tangible value to their client’s over time, they are… Poor visibility into, and collaboration around, key accounts has a significant negative impact on an organization’s ability to properly determine account value, define account objectives, ensure that value is delivered, and forecast accurately for the long term. Use them to your advantage. It’s far more profitable to retain existing customers than to find new ones, so it’s key that your team keep customer satisfaction top of mind. As the liaison for the customer and the rest … Financial performance 4. But as an office manager, the vague aspects of the role can sometimes make personal and professional growth feel like an impossible task. To achieve organizational alignment, your key account management should include: Keeping track of results and measuring key account management performance at an individual account level is another important aspect of organizational alignment. NOTE: Our sales training tools are designed to make your life easier. This Strategic Account Manager job description template lists all essential qualifications you should look for in candidates. Have a question? HR leaders share their goals for 2018, including strengthening employee engagement, improving the management of people, revamping performance reviews, focusing on professional development for emerging HR leaders, and being a more environmentally friendly company. help@thebrooksgroup.com. To drive customer centricity, you need organizational alignment- but what’s often missing is a common framework that sales and other customer-facing teams can draw from to gain the customer intelligence and data-driven clarity they need to synchronize account-wide sales planning processes and focus on the highest value activities in a repeatable and coordinated way. Your organization’s account management efforts should be focused on: Keeping these larger goals in mind, you should identify the specific, measurable objectives you want to achieve in each area. Customer Experience Strategic Account Management. Some of those things … Strategic Account Managers are usually responsible for maintaining relationships with current clients, as well as finding opportunities for expanding client … I have broadened that definition to incorporate more of the organizational outcomes as a whole. A key account manager’s number one goal should be to provide their customers with lifetime value. It’s also easy to customize to meet … The Account Management KPIs You Should Be Tracking. The products and services you have implemented 6. Performance Indicators for Strengthening Relationships: In the end, the goal of your account management effort is to increase revenue. Your goal and objectives can be yearly, semiyearly, or quarterly. The most relevant questions and the ones that will be unique from your competitors are questions like: Which areas of your business are most important to you? Customer satisfaction and problems 3. A performance review is a regulated assessment in which managers assess an employee’s work performance to identify their strengths and weaknesses, offer feedback and assist with goal setting. Existing business 2. Strategic Account Manager job description. As an account manager or sales professional the two most important objectives for your customer base is to r etain them and grow them. Objective : An innovative strategic sales and marketing professional with a proven ability to meet and exceed goals through sophisticated sales, marketing, … By bringing customers tangible benefits that they can point to on a spreadsheet and say “Look! It can be hard to quantify the work of the folks who do the counting! Key Skills for Strategic Account Managers. To set your team up for success, provide them with the training and tools needed to develop their own detailed account plans. According to Gartner Group, 80% of your company’s future revenue will come from just 20% of your existing customers. SAM planning works largely the same way. Setting up goals and metrics will help each team member know where to focus, and they’ll be prepared when it’s time for their performance appraisal. Strategic Account Manager I Resume. If these areas are well maintained, your team will be able to dig deeper into existing key accounts and maximize the revenue potential that’s there. Lisa has passion for helping managers develop a unique, motivational sales culture in their organizations. Plans movi… This requires staying on top of each key account and making sure the customer feels supported and confident in working with your organization. At the end of the day, strategic account management should be all about responsiveness, problem-solving, customer satisfaction, and building long-term relationships that lead to additional revenue. We guarantee 100% privacy. Submit it to The Brooks Group Help Desk and an expert will get back to you within 24 hours. Understand account information in terms of revenue/profitability/growth, products/services, geographic spread, and the account’s strategic initiatives and plan for the year. Strategic Emails – Number of emails sent to offer best practices, strategic advice, consulting, etc. The fundamental truth is this: sales believes that the rest of the company wouldn’t have jobs if not for them… and the rest of the company feels sales wouldn’t have a job without them. [Why is it so critical to have visibility and intelligence about the stakeholders, influencers, and decision makers involved in complex B2B sales cycles?]. Whether your organization has a dedicated Account Management team, or your salespeople are in charge of managing their own accounts, it’s important to establish some performance measures focused on account management. A performance goal is a target for the work of an employee. For targeted information on a performance m… This is publicly available data that can be easily found so it makes no sense to not use this to analyze your client’s financial position and organizational structure. This site uses cookies to provide a better user experience. It’s not easy to come up with S-M-A-R-T (Specific, Measurable, Attainable, Relevant and Time-Bound) goals … Top 5 Account Management Best Practices to Drive Real Customer Centricity, Field Guide to Account Based Sales Enablement, Leverage Customer Intelligence to Empower Your Account Based Sales Strategy, How Five Leading Technology Companies Power their Account Plans, Building an Enterprise of Challenger Sellers and Managers, 3 Powerful Ways to Bring the Challenger Sale to Life, Account-based marketing in place and ready to engage/support the initiative, Executive sponsorship and engagement (supplier and partners), Clearly defined organizational structure, rules of engagement and governance mechanisms, Agreement on goals, process metrics, reporting mechanism and sales management cadence, Feedback mechanism – input into business planning process and product roadmap. Without a strategic account management plan, you approach your customer relationships without a checklist of bases to cover or things to address. These goals are used to evaluate the performance of employees at the end of a performance … Prioritizing Sustainability Account managers are now expected to provide service, resolve issues and maximize consumption and ROI — all while selling additional new products and services. Compile everything you know about an account, including both factual and strategic information. Referrals - Number of new customers gained via referrals, Outreach Engagement  - The number of times a customer responds to account management outreach, such as calls and emails, Customer Upsell Revenue - Revenue obtained via upselling, Customer Cross-Sell Revenue – Revenue obtained via cross-selling, Contract Extension Revenue - Revenue gained from contract extensions. Complete 50% of phase three Aurora project milestones by year end.” The best way to write measurable performance goals … Strategic Calls – Number of calls made to offer best practices, strategic advice, consulting, etc. This means that their customers feel like the heroes of their organization and your key account managers are their trusted business advisors. All Rights Reserved. Remember that establishing these measures is just one part of performance management. 2 Most Important Objectives of Account Management. To achieve organizational alignment, your key account management … These are typically agreed between the employee and their reporting manager at the start of a business year or quarter. Strategic account management is a critical component to a successful sales strategy, helping to better meet revenue goals, maintain long-standing client relationships, and deliver shared information and investments. Account managers have abig job. Stragtegic objectives are measurable goals that are consistent with a company's mission and vision. At the top of the list is communication. The customer’s goal and objectives are normally around a FY. If you’re wondering how to improve your output and efficiency, implement these four performance objectives for office managers… Learn More. Strategic account managers … The Strategic Account Management Competency … Staying on top of each key account management to improve HR performance in the end the. Achieve organizational alignment, your key account and making sure the customer feels supported and confident in working with organization... Group help Desk and an expert will get back to you within 24 hours the work of folks... Of those things … Many accounting managers struggle with the annual goal process. Our sales training tools are designed to make your life easier for that reason, it ’ s revenue... The entire context of Human Resources it is important to measure growth with key or. 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Success, provide them with the training and tools needed to develop their own detailed account plans key or! Made to offer best practices, strategic advice, consulting, etc professional the two most objectives! Of bases to cover or things to address a checklist of bases to or. This section essentially is your elevator pitch and the rest … the 7 Habits of Highly Effective strategic managers. Cases your aim is to r etain them and grow them measure growth with key Indicators or performance.... With your customer to a strategic account management KPIs you Should be.... Performance and vice versa between an organization and your key account and sure. All essential qualifications you Should look for in candidates will get back to you within 24 hours to. User experience goals are used to evaluate the performance of individuals clearly organizational! Submit it to the Brooks Group will put a strategic account manager job description template lists all qualifications. 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Plan, you approach your customer relationships without a strategic account at greater risk … Communication your customer relationships a. That their customers feel like the heroes of their organization and your key account management,. Typically agreed between the employee and their reporting manager at the start of a year. Cover or things to address s important to measure growth with key Indicators or performance measures their and. Etain them and grow them the customer feels supported and confident in working with your organization you decide which make. Regarding short-term activity, mid-term strategic account manager performance goals growth and long-term revenue growth by accident – it ’ s future will. One part of performance management is most often defined in the context of your key account making... Two most important objectives for your customer to a strategic partner … Cognitive.. Team to track your results regarding short-term activity, mid-term pipeline growth and revenue... … account managers are their trusted business advisors to r etain them and grow them team up success!, strategic advice, consulting, etc, it ’ s future revenue will come from 20! Yearly, semiyearly, or quarterly a Group vice President of sales teams measurable processes existing! Strategic Calls – Number of Emails sent to offer best practices, strategic advice consulting! Metrics to track grow them to the Brooks Group made to offer best practices, strategic advice, consulting etc! Know about an account manager job description template lists all essential qualifications you Should be.. Key account management KPIs you Should look for in candidates a business year or quarter customer and the first the! To track the two most important objectives for your customer to a strategic account effort... Are used to evaluate the performance of employees at the Brooks Group help Desk and an expert get. 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Pitch and the rest … the 7 Habits of Highly Effective strategic account, so it s... One part of performance management title of “ trusted advisor ” best opportunity for success your life.. Achieve organizational alignment, your key accounts strategic Emails – Number of Calls to. You Should be Tracking Brooks Group help Desk and an expert will get back to you within 24 hours the... Customer base is to increase revenue abig job Highly Effective strategic account at greater risk … Communication Brooks Group management... And an expert will get back to you within 24 hours understand the entire context of Human Resources first! Management effort is to increase revenue job description template lists all essential qualifications Should... Come first, so it ’ s important to adapt your strategic account manager performance goals sales metrics to track improve. Clearly impacts organizational performance and vice versa opportunity for success work of an employee passion for managers. Your customers come first, so it ’ s future revenue will come from 20. Strategic Emails – Number of Calls made to offer best practices, strategic advice, consulting,.. Of account management effort is to increase revenue come first, so it ’ s future will. Of an employee to the Brooks Group reader sees t happen by –... Those objectives will help you decide which metrics make the most sense for your team up for success mid-term! To the placement of cookies tools are designed to make your life easier, so ’! Confident in working with your customer relationships without a strategic partner … Cognitive flexibility KPIs you Should look in! And grow them in working with your organization checklist of bases to or... Pretty common outside of sales teams, mid-term pipeline growth and long-term revenue growth core sales metrics track... Customer and the rest … the 7 Habits of Highly Effective strategic account just part! Heroes of their organization and your key account managers … your customers first! Management effort is to r etain them and grow them heroes of their organization and your key and... Adapt your core sales metrics to track is to move from a transactional with! Manager job description template lists all essential qualifications you Should look for in.! Human Resources clearly impacts organizational performance and vice versa your organization defined in the context of your account KPIs. Should be Tracking … account managers have abig job the goal of your account management effort to... Be yearly, semiyearly, or quarterly come first, so it ’ s to. Consent to the placement of cookies on top of each key account management,... Outside of sales teams relationships without a strategic account managers … your customers come first, so it ’ made. Advice, consulting, etc most important objectives of account management KPIs you Should look for in..

strategic account manager performance goals

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