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Account Management elements (Team (Delivery excellence (Manage multiple…
Account Management elements
Customer
Lead PoC
Negotiate contracts
New business / reference
Represent the company
Trusted advisor
What they want & how they want it served
Productive conversations
Facilitate strategy sessions / 'value creation' sessions
Collaborate on goals
Obvious follow-up opportunity after tech projects
Competitive advantage
Internal planning
Develop new business
Existing portfolio
Pipeline health
Upsell / Cross sell revenue
New sales
number of proposals sent
potential business meetings
Manage a portfolio of accounts
Delivery excellence
Fulfilment
Time and touches to resolution
Consumption metrics / actions per engagement
P&L
Sales & marketing
Competition intel
GM, OM - Current and potential
Progress against goals
Customer experience
Customer satisfaction & retention
Discipline in managing relationships
Revenue growth rate
Access to x-functional teams
Communicate monthly/quarterly initiatives
Team
Define 'success' and 'value' for the engagement
Soft skills development
Listen, negotiate, present
Delivery excellence
Manage multiple projects with attention to detail
On time & on budget completion
Time to resolve issues; sense of urgency
Solution improvement quotient
Total issues
Appreciation of client's business
Understand the company and its business
Client's goal and plans for the next 1-2 years
Current state knowledge & how we fit in
Self
Identify the decision makers
Understand customer's purchase strategy
Delegation
Industry, competitive,
product knowledge