Your account managers are your first line of defence. Your front line. And a good front is half the battle won. If those individuals are weak, your entire agency will suffer, and it won’t matter how good the quality of your creative output is.
If you want happy clients, you’ll need a new-age suit.
And you might want to start your job description like this…
Client Lead wanted. Understanding of media channels. ATL, BTL, TTL. All 3 lines preferable. Juggler. Project Planner. Timing Planner. Budget Planner. Actually, Budget: Genius Level. PNL Manager. Knowing what PNLs are advantageous. Forecasting genius (clairvoyant ball is helpful). Ring-fencer of work. Fire extinguisher. Ego stroker. New business go-getter. Current business keeper. Over-communicator. Over-organiser. Briefer extraordinaire. Business advisor. Solution provider. Political player. Strategic thinker. Boundary-pusher. Must have a thorough understanding of CRM, SEO, CPC, ROI, DTP, 360o, OOH, B2B, B2C, CTA, SOV, PR, RTs, QR Codes, ARs, CTR, RRP, RSP, SWOT, UX, UI, RSVPs, PPT, KPIs, SEM, The 4 Ps, The 5 Ps, and all the Ps to come.
Account managers should see themselves an extension of their clients’ marketing team. If you’re just a vendor that provides services, it’s time to rethink!