Specialist in work with corporate clients. Customer Service Manager Job Description

The job description of an account manager is used to describe his main job parameters, such as functions, rights and responsibilities. The document is legally significant, it is part of the standard labor documentation, therefore, it requires the compilers to be attentive to its content and design.

Client Relationship Manager Job Description Sample

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The need for a job description

The demand for this document for the position of an account manager is determined by the fact that in various companies this specialist can perform different functions. So, depending on the field of activity of the company and the specific department where the specialist of this profile works, he can do the following:

• sale of goods and services (in fact, a sales manager);
• handling customer complaints (conflict resolution);
• after-sales service;
• client consulting.

In many firms, some of these functions are combined. Accordingly, the employee and the employer may be confused about his duties. To solve this problem, the job description is used, which is used as an annex to the employment contract.

The manager, guided by the provisions of the instruction, can calmly concentrate on the performance of the prescribed functions. His manager, also relying on the job description, expects the subordinate to perform the relevant job duties. For both parties, this document allows you to build effective business relationship and prevent possible labor conflicts.

Important! Although in employment contract and the concept of “labor function” is used, which is regulated by Art. 57 of the Labor Code, but often a broader explanation of the duties of the employee is required. For this purpose, they use the job description, which, therefore, is legal document requiring an appropriate attitude to its compilation and design.

Document Writing Basics

The current legislation does not provide guidance on the preparation job description, which opens up great scope for employers to adapt the document to their needs. But in practice, many companies prefer to rewrite standard instructions for themselves, rather than compose new ones from scratch. The standard instruction includes the following parts:

• A common part.
• Functions.
• The rights.
• Responsibility.

To these sections, which describe the main parameters of a specialist’s activity, employers, especially large ones, can add a few more additional parts. They may include terms and conditions, official relations or criteria that are used to assess the quality of the results achieved by an employee.

General section

The basic part, which specifies the main aspects of the employee's activities: to whom he is accountable, who hires him and other points. A special role here is played by the list of knowledge and skills required from an employee, which can vary greatly in different companies.

Important! The skills in this part should match the job functions outlined in the next section. So, if the duties of an employee include communication with foreign clients, then it is logical to prescribe knowledge of the relevant foreign language.

Functions

This part is reserved for the listing of the employee's job responsibilities. This list can be very diverse and highly dependent on the policy of the employer, as well as on its size, industry affiliation and other factors.

Important! For account managers, you can apply standard instruction if they do interchangeable work. If each manager is responsible for a specific area of ​​work - large clients or individuals from a particular region - then it is better to draw up a document that reflects their individual differences.

Responsibility

This part provides a small list of grounds for holding an employee liable. In practice, serious liability is determined in the course of labor and legal proceedings, which makes it unnecessary to include specific penalties in the section.

The rights

This part lists the basic rights of a manager. The specifics of the job or the policy of the employer may lead to an expansion of the list. So, this may include the employee's rights to compensation. transport costs or paid by the employer for mobile communications.

After the text of the document is drawn up, it must be agreed with the relevant specialists - a lawyer, an employee personnel department- and the immediate supervisor of the employee. Only after that the document is sent to the head of the company. Further, the document is printed in compliance with all official attributes: dates, decoding of signatures, etc. The job description comes into force after the signatures of all parties: the director of the company, the manager and other employees who participated in the process of its approval.

If you are considering other options (besides employment as an Account Manager) corporate clients), then do not limit yourself to this selection of ads, in our many other positions for different positions. There you can also use the search for offers of direct employers and agencies.

Applicant requirements:

Responsibility; Ability to work with MS Office (Excel, Word, Outlook)

Wage: up to 40,000 rubles. per month

Applicant requirements:

Education Higher / incomplete higher / secondary specialized education Computer skills at the user level (Word, Excel, Outlook - mandatory) Skills in "1C" Experience in working with clients (ready to consider without work experience, if you want to learn and develop) Communication skills, diligence, Responsibility Skills business communication, negotiating

Applicant requirements:

Successful sales experience of at least 3 years; Ability to negotiate with owners and top officials of the company; Focus on results

Salary: up to 90,000 rubles. per month

Applicant requirements:

Applicant requirements:

Citizenship of the Russian Federation.

Salary: up to 62,000 rubles. per month

Applicant requirements:

Higher education;
Confident PC user (knowledge of MS Word, MS Excel, MS Outlook, Internet);
Experience in active sales (preferably in the field of IT solutions, computers / components, household appliances);
Negotiation experience;
Experience in direct and active sales;
Ability to work with claims.

Salary: from 40,000 to 45,000 rubles. per month

Applicant requirements:

Higher education is highly desirable - Experience of 3 years in a similar position - Proficiency in English (conversational level)

Applicant requirements:

Successful experience in sales in the service sector (preferably from the beauty sector) - The ability to work in Bitrix24 will be an advantage - Sociability, responsibility, initiative, ability to negotiate.

Salary: from 80,000 rubles. per month

Applicant requirements:

Salary: by agreement.

Applicant requirements:

Salary: from 70,000 rubles. per month

Applicant requirements:

At least 1 year experience in active (direct) sales; Proficiency in sales techniques; Experience in presentations, telephone conversations, experience of "cold calls"; Active life position; Desire to develop in the banking sector; Higher education or incomplete higher education (from 3 closed courses).

Salary: by agreement.

Applicant requirements:

This offer is for you if: You have experience in sales and communication with various categories clients; Understand the technology of production of building and/or repair materials; Strive to achieve results You try to keep abreast of new products for repair and construction.

Salary: from 60,000 to 200,000 rubles. per month

Applicant requirements:

Striving for personal and professional growth; Good communication skills, good oral and written communication; Confident PC user; Stress resistance; perseverance; Experience in sales is preferred but not required. Desire to earn and develop in the field of sales.

Salary: from 80,000 rubles. per month

Applicant requirements:

Availability of a car, sales experience from 3 years http://www.solartek.ru/

Salary: from 60,000 to 150,000 rubles. per month

Applicant requirements:

Work experience of at least 1 year (legal entity); Focus on results; Excellent communication skills; Grammatically correct speech; responsibility; punctuality; performance; Stress resistance; The ability to convince; desire to work and earn; Confident PC user.

Salary: from 45,000 to 90,000 rubles. per month

Applicant requirements:

Desire to work and earn in the field of rendering transport services b2b. Activity, ambition, purposefulness. At least 2 years of experience in customer service (advantageous).

Applicant requirements:

Experience in a medical laboratory is preferred; Strong PC skills; Ability to work with a large amount of information; Learnability; Stress resistance; Accuracy; Attention to detail; Responsible attitude to work; Ability to work in a team.

Salary: from 45,000 rubles. per month

Applicant requirements:

Successful personal experience sales of services, including active sales, excellent telephone communication skills, telephone presentation skills, good communication skills, presentable appearance, positive outlook on life, focus on achieving goals, desire and ability to communicate with people, ability and desire to work for results, orientation to long-term cooperation, strong command of word, excel, crm

Salary: by agreement.

Applicant requirements:

Higher education; Experience in the field of attracting the SME segment from one year; Knowledge current legislation, knowledge of banking products, settlement services, lending, acquiring, salary projects, financial statements, taxation. Cold calling and direct sales experience Ability to conduct effective negotiations; Developed leadership qualities.

Applicant requirements:

Confident PC user Competent speech Responsibility, communication skills Learnability, desire for self-development Sales skills, negotiations with customers (preferably B2B)

Salary: by agreement.

Applicant requirements:

Ability to work with a large amount of information! Confident PC user. Skills in working with office equipment (mini-ATS, fax, copier). Correct oral and written language. Communication, attentiveness, consistency.

Salary: by agreement.

Applicant requirements:

The main requirement is the ability and desire to work. Successful sales development experience. Preferably in the b2b market Developed communication skills Readiness for business trips in the Moscow region, Moscow High self-organization, positive attitude, responsibility and ability to work in intensive mode Work skills in 1C, CRM

Salary: from 50,000 rubles. per month

Applicant requirements:

Knowledge of the necessary normative documents accompanying transactions, the procedure and rules for their execution - Knowledge of the basics of organizing operations for customs clearance and control - Knowledge of the procedure for concluding and executing foreign economic transactions - Skills in negotiating and business correspondence- Knowledge in English at a conversational or fluent level (possibly knowledge of other languages) - Skills of interaction with customs authorities - Knowledge of Incoterms 2010 rules - Accompanying experience international transport

Salary: by agreement.

Applicant requirements:

Experience in customer acquisition; Entrance skills to the object; Negotiation skills with decision makers; Active life position; Experience in 1C:8 is desirable.

Applicant requirements:

Higher education PC - confident user business negotiations Stress resistance, customer focus, initiative, focus on results, organization, responsibility, attentiveness, accuracy.

Salary: from 40200 rubles. per month

Applicant requirements:

Excel knowledge; Grammatically correct speech; Ability to work in multitasking mode; Desire to develop in this area.

Salary: by agreement.

Applicant requirements:

This offer is for you if: You have experience in sales and communication with various categories of clients; Understand the technology of construction and / or repair; Strive to achieve results You try to keep abreast of new products for repair and construction.

Salary: by agreement.

Applicant requirements:

From candidates we expect: Ambition, confidence and focus on results Good negotiation and presentation skills Confidence, competence, communication skills A high level of learning and responsibility for the result Successful experience commercial work

Applicant requirements:

Higher education, confident PC user (Word, Excel, Internet). Experience in working with corporate clients, experience in commercial negotiations and business correspondence is desirable. Active life position. Grammatically correct speech. Responsibility. Stress resistance. Desire to work and earn.

Salary: from 50,000 rubles. per month

Applicant requirements:

Education - Higher Citizenship - Russia Registration - Moscow, MO Work experience - At least 3 years in corporate sales. Professional skills: Competent speech Presentable appearance Confident PC user Motivation to work and earn money Striving to become the best salesperson Higher education / incomplete higher education Experience in the auto business for at least 3 years Excellent communication skills Focus on high results High degree of efficiency, openness and customer focus. PC proficiency: 1C, Excel, Word, Outlook, The Bat!, Internet, Adobe Photoshop, Adobe Illustrator, AutoCAD.

Salary: by agreement.

Applicant requirements:

Successful B2B sales experience from 1 year Speech and writing literacy, ability to build long-term relationships with corporate clients Initiative and ability to work independently Higher education Activity and positive attitude PC fluency (User of Office programs)

Salary: from 60,000 rubles. per month

Applicant requirements:

2-3 years experience in B2C sales (corporate client), B2B. Higher education. Computer skills MS Office (World, Excel, Power Point, Outlook). The presence of a client base, or the possibility of its rapid development. Experience in advertising sales preferred tourism services, banking and insurance products for corporate clients; in sales of office supplies. Ability to speak competently, confidence, punctuality, self-organization.

Salary: from 50,000 rubles. per month

Applicant requirements:

Activity, responsibility, ability to communicate with people, positive results of work to attract customers. Driving license category B (desirable)

Salary: from 60,000 to 100,000 rubles. per month

Applicant requirements:

Higher or incomplete higher education; Must have at least 2 years experience in corporate sales official dealer Vag groups; experience in finding corporate clients; Having an IBT VW certificate is an advantage; PC - advanced user; activity, high communication skills, organization, desire to work and earn.

Salary: from 45,000 to 100,000 rubles. per month

Applicant requirements:

At least 1 year experience as a corporate manager. Higher education Stress resistance, leadership qualities, initiative; PC-confident user. Knowledge of MS Office (Word, Excel), Internet, 1C Enterprise Organization, responsibility, attentiveness, accuracy, punctuality

Salary: by agreement.

Applicant requirements:

Negotiation skills, business correspondence, the ability to determine the needs of the client, the ability to convince, knowledge of the principle of working with objections. At least 3 years experience in sales, experience working with products, tenders is desirable. A car is required (parking is free).

Salary: by agreement.

Applicant requirements:

Successful experience in commercial work is welcome Activity, result-oriented Communication skills High level of learning and responsibility

Salary: from 40,000 rubles. per month

Applicant requirements:

Purposefulness, responsibility. Logical thinking. Grammatically correct speech. Confident PC skills General view specifics of the advertising market, promotional materials (desirable, but not required).

Salary: from 45,000 to 55,000 rubles. per month

Applicant requirements:

Experience in a similar position; - age from 23 to 45 years; - higher education; - excellent PC skills (1C 8.1 Trade Management, MS Office). - personal qualities: communication skills, active life position, focus on results.

Salary: by agreement.

Applicant requirements:

Sales experience of at least 1-3 years in the B2B market Higher education (technical education will be an advantage) Confident PC user (MS Office) Readiness for business trips in Russia (adequate in time) Knowledge of English at the level of Intermediate, Upper Intermediate (desirable). Diligence, proactivity, initiative, purposefulness. High emotional intelligence.

Salary: up to 60,000 rubles. per month

Applicant requirements:

Desirable medical/biological/pharmaceutical education; Experience in the B2B sales sector for at least a year (laboratory diagnostics, pharmaceuticals, medical equipment); Successful experience of communication with clients and conclusion of contracts; Personal qualities: communication skills, high degree responsibility, desire to learn and develop, punctuality, stress resistance.

Salary: from 30,000 to 60,000 rubles. per month

Applicant requirements:

Friendliness and sociability, love for people and the ability to listen to them; computer skills at a level that allows you to confidently use search engines; punctuality and willingness to work in a team according to common rules; presentable appearance; competent oral and written speech. trainability, since all new employees undergo a comprehensive training program at the Corporate University at the expense of the company, and therefore work experience is not required - agree, this is good news!

Salary: from 40,000 to 100,000 rubles. per month

Applicant requirements:

Higher education (technical as an advantage); Experience in corporate sales Experience in the main tender sites Confident work with PC: MS Office, 1C Presentable appearance Negotiation skills Competent oral and written speech; Learning and activity Technical literacy

Salary: from 100,000 rubles. per month

Applicant requirements:

Successful customer acquisition experience Business negotiation skills at the decision maker level; Ability to find an individual approach to the client; Ability to work in multitasking mode; Proactive life position; Striving for continuous professional development; Focus on results.

Salary: from 60,000 to 120,000 rubles. per month

Applicant requirements:

1. Experience in consulting, we do not take ordinary lawyers. 2. Stress resistance in its real sense, sissies will not survive, there is no need to torture yourself or us. 3. Good knowledge of corporate law and experience in registering foreign companies. 4. Desire to develop and earn money in our rapidly developing company. 5. Ability and desire to solve non-standard tasks.

Salary: from 45,000 rubles. per month

Applicant requirements:

Personal qualities: stress-resistant, positive, easily trained, purposeful. Professional qualities - work experience is required in country hotels.

Salary: from 40,000 rubles. per month

Applicant requirements:

At least 1 year work experience (preferably in the field of cargo and passenger transportation) Business communication skills, competent speech, ability to negotiate, High customer focus, ability to resolve conflict situations, willingness to work with objections, stress resistance Focus on results, attentiveness PC knowledge at the level of a confident user High learning ability Experience with primary accounting (advantage 1C)

Salary: from 60,000 rubles. per month

Applicant requirements:

Experience in working with corporate clients, knowledge of the device of the car, it is desirable to have a client base.

Salary: from 40,000 to 80,000 rubles. per month

Applicant requirements:

Purposefulness, responsibility. Ability to plan your tasks and the tasks of your project development team. Willingness to solve problems under pressure from customers. Ability to work in multitasking mode. Ability to make decisions and take responsibility for them. Logical thinking. Good communication and good business correspondence. Confident PC skills. General presentation of the specifics of the advertising market, promotional materials (desirable, but not required).

Salary: from 150,000 to 300,000 rubles. per month

Applicant requirements:

A major satellite communications operator is hiring a Corporate Account Manager (satellite communications, telecom). В/О Experience in telecom operators in the position of B2B Sales Manager from 3 years: Satellite Priority (Gazprom Space Systems, RTComm. RU, AltegroSky, Rostelecom, STEK.COM, WebMediaServices, Raduga-Internet, Amtel Svyaz, Starblazer, MTT, etc.) Mobile (MTS, Beeline, Megafon, Orange, etc.). Ready-made pool of B2B clients, excellent sales skills, cold search for clients, customer acquisition, B2B sales, ability to multitask, developed communication skills. Readiness for infrequent business trips in Russia. English - colloquial (communication with a foreign office).

In order for the company to survive and thrive in tough market conditions, it needs a sufficient number of clients.

Of course, it is very good when there are many regular retail customers, but corporate clients bring the main profit to the company.

Concept definition

Corporate clients are usually called legal entities, organizations or enterprises that purchase a product or service from a company on a large scale, in several copies.

For most commercial companies, they are the main component of the business.

The explanatory dictionary of the Russian language interprets the word "corporate" as "narrow group, limited to a narrow circle." Therefore, we are talking about a dedicated group of partners, which cannot be numerous and requires special approaches to interact with it.

The main task of any company is to attract and then retain a corporate client, striving to make him permanent. For this, specially developed programs, techniques, methods of working with them are used. Enterprises have in their special employees - who specialize in various methods of attracting profitable partners.

As a rule, the issue of attracting corporate clients is relevant for a new, just opened enterprise, which is not widely known.

Exists several proven search methods corporate clients:

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Ways to attract and retain

After the base of potential corporate clients of the company is compiled, the continuous work with her to promote the company's products and services on the market. Leader with his assistants develops unique strategy to attract and retain corporate clients. It can be expressed in a special program, methodology, set of techniques, etc. It should be noted that attracting large customers is not an easy task, and each company makes a lot of efforts to maximize the interest of profitable partners, to prevent them from leaving for competitors.

In order to successfully attract corporate clients to cooperation, one should initially proceed from important criteria for working with them: the degree of interest in the product / service and the availability of financial capabilities of the company or entrepreneur. Depending on these conditions, it is necessary to develop original ways attracting and retaining corporate clients.

Let's consider some of them:

If the retail buyer has only a personal interest in the transaction, then legal entities have to consider: the interests of the organization related to making a profit, the interests of the people conducting the negotiations, as well as the interests of competing organizations. From this it becomes clear that many factors influence the conclusion of an agreement with a corporate client. The exception is situations where a corporate client is represented by one person - an individual entrepreneur.

As a rule, the key criteria for choosing a particular supplier of goods or services are: High Quality products and services, the business reputation of the company in the market, the competence of employees who interact directly with corporate clients. In addition, knowledge of the rules business etiquette, the manifestation of politeness, openness and goodwill in communication. An important condition will be the observance of punctuality in solving problems, the efficiency of fulfilling the obligations assumed, since a serious client values ​​his time, the desire to resolve any difficult situation as soon as possible.

Organization of work of the corporate department for work with corporate clients

For efficient organization of work with corporate clients, only finding and attracting them is not enough; it is also important to competently organize work with large partners. For these purposes, every reputable enterprise operates special structure, referred to as "corporate department for work with corporate clients". Managers working with corporate clients work there - professionals in their field.

It should be noted that the methods of working with individuals and corporate clients certainly differ. Unlike retail buyers, corporate clients are offered all sorts of loyal conditions for the sale of goods and services, as well as subsequent after-sales service.

Main tasks corporate department are:

• search and attraction to cooperation of large companies;
• comprehensive work with corporate clients, ensuring large deliveries of products;
• retention regular customers and prolongation commercial relations with them;
• high financial return for the enterprise for each concluded contract.

It is known that all corporate partners are legal entities However, not all legal entities can make large purchases. The corporate department is only interested in clients that provide high sales volumes for the company, so the requirement for high selectivity when looking for a partner is most relevant here.

Traditionally, the question is difficult: at what volume of sales can a corporate client be considered profitable for the company? Here there is a dependence not only on the volume, but also on a number of other factors: the solvency of the client, his geographical remoteness, the internal policy of his company, etc.

In general, all clients of the corporate department divided into the following groups:

Features in the banking sector

Any bank is interested in effective work with corporate clients, since their service implies receiving good dividends. Large customers have the opportunity to issue personal credit lines and insurance, apply, maintain accounts, can count on bank guarantees and take part in payroll projects.

To become bank corporate client, a legal entity enters into an agreement with the bank and receives a package of banking products and services on personal terms. Typically, newly opened banks offer the lowest possible rates and attractive loan products, but customers often doubt their reliability and prefer the sharks of the financial business.

Among the banking methods with corporate clients, it is worth highlighting: a large selection of services and their affordable cost, quick processing of transactions and their full support, assistance in preparing documentation, professional advice in the field of finance.

The nuances of working in the hotel industry

Currently, the business tourism market is actively developing, so hotels are focused on cooperation with corporate clients interested in holding high-level meetings, negotiations, conferences, banquets, etc. According to experts, it is corporate clients that provide hotels with up to 50% of total income.

Dealing with such clients is certainly different from interacting with private visitors. The corporate department of the hotel requires competent database management, analysis of customer needs, an individual approach to each of them, and the establishment of long-term partnerships with legal entities.

When working with corporate clients hotel business flexible price policy, offering each client a package of various services, focused on his individual needs, strict compliance with the terms of the agreements. When conducting business events, competent and well-coordinated work, compliance with the necessary quality standards are required from all staff.

Interaction with corporate clients, establishing effective cooperation with them requires maximum concentration and responsibility from the entire staff of the company. It should be understood that business contacts with corporate clients are not ordinary one-time transactions, but an opportunity to organize long-term and cost-effective cooperation. Therefore, specialists should use their professionalism, business qualities and original methodologies for finding, attracting and retaining corporate business partners.

An example of mutually beneficial cooperation between Megafon and its corporate clients is presented in the following video:

In order to work with people, you need to have a certain set of personal and professional qualities. Such work should be aimed at a very specific goal - to attract customers to the company. To achieve maximum profit for the company, the account manager must be able to capture the mood of the client and offer him what he most needs.

To improve the professional skills of their managers, self-respecting companies send their employees to various trainings. And of course, without fail, they determine the scope of duties and key skills of managers, namely, they describe in detail the job responsibilities of a customer service manager.

Who is a manager

The very name "account manager" already contains a clear definition of the scope of duties of such an employee. This is a specialist whose main responsibility is to contact customers, explaining to him the essence of the products and services offered by the company with a view to the subsequent implementation of the latter.

The image of your company and its profits depend on how competent and savvy your managers are in direct contact with customers. It is quite obvious that this is the key figure in the structure of the company, which determines whether the client will be satisfied and whether he will contact you next time, and whether he will recommend you to his friends.

It is necessary to clearly define what the account manager does.

Duties and Rights

The scope of duties of a manager can be very diverse and to a greater extent depends on the direction of the company, its structure. Therefore, below will be given general rights and responsibilities that are inherent in managers in general, and if necessary, you can add those functions that you need.

1. The incumbent is required to seek out clients through any available communication channels. To do this, he must conduct market analysis, identify target audience and monitor competitors.
2. Attracting customers by generating interest in the company and its products sold.
3. Handling incoming call traffic, Email, visits. Analyzes the needs of potential customers and tries to understand why customers called your firm.
4. Actually conducting the transaction itself. The sale of a good or service and the further control of the delivery of the good or the provision of the service. Preparation of the entire list of supporting documentation.
5. Customer focus, that is, the desire to create a desire among buyers to contact the company again.
6. The manager must qualitatively navigate the products and services offered by the company. In addition, he must represent services and products better than managers in competing firms.

Read also: Job Responsibilities watchman

Job description

The full breadth of requirements for the functionality of the account manager is described in such a document as the job description of the account manager.

This document is a detailed description of the duties and powers of the employee. In addition, this document must indicate the possible liability for improper performance of their duties.

General provisions

1. The manager is the leader of the company.
2. The manager must have knowledge in the field of economics, the basics of marketing, the full range of goods and services offered by the company.
3. Know how to write a business plan commercial offers and contracts.
4. Be able to establish business contacts.
5. Know the etiquette established for dealing with clients.
6. Understand the basics of psychology and communication theory.
7. Appointment and removal from office occurs by issuing an order by the head of the company.
8. During the absence this employee all its functions and duties are performed by a person appointed by the head.

Job Responsibilities

1. Analysis of the target audience and identification of needs.
2. Development of methods for finding potential customers and drawing up communication schemes with them.
3. Finding clients in a variety of ways.
4. Forecast of business reliability of identified customers and their security.
5. Organization and conduct of preparatory negotiations, clarification of their needs and preparation of an offer.
6. Dealing with customer objections.
7. Conclusion of contracts on behalf of the company.
8. Maintaining contact with all current clients.
9. Development of individual offers for prospective customers.
10. Establishment feedback with buyers (accounting for complaints and suggestions).
11. Formation of the client base.
12. Analysis and accounting of competitors.

The success of a business largely depends on the ability to attract and retain customers. This will not only make the business stable, but also significantly expand it. You can work with clients in different ways. You can, for example, create a customer service in the form of a call center in an enterprise. But issues that require personal or in-depth communication cannot be fully resolved through outsourcers.

Therefore, in most enterprises, in the face of a significantly increasing number of customers, in order to maintain constant contact with them and improve customer service, the position of a customer service manager is introduced into the staff.

Who is that?

At first glance, the two positions - sales manager and account manager, do not differ much. However, the functionality of a client manager is much wider: from finding, attracting and long-term retention of new clients to the process of full support of contractual relations during the transaction and after the fulfillment of contractual obligations. Efficiency professional activity This specialist is critical to the profitability and image of the company.

The account manager begins to contact interested customers when they are not yet real counterparties, advises them on all positions of interest and purchase conditions, product features. It happens that a client is interested in only one item from the product line, but in the process of communication, he can be interested in other items of the assortment. The client manager professionally identifies the needs of the client and orients him to the acquisition of those options that can solve the problem more successfully. It is very important to be able to form a partner's need for the services of his enterprise. The client’s repeated contact with the company indicates that the account manager is successfully coping with his professional duties.

IN modern market it is important for manufacturers to attract and retain corporate customers who use bulk purchases in their activities, which guarantees cost-effective long-term cooperation, which for many years or even decades will bring a significant part of the profit to the supplier's balance sheet.

To solve the problem of attracting corporate partners, such a specialist as a corporate client manager is called upon.

very significant in Lately became the position of a manager for working with key clients - large consumers of the products offered, capable of providing the supplier with the greatest income. It is with their requests that key partners are able to encourage suppliers of goods and services to change the direction of their business development in the market, apply innovations and always remain relevant and in demand in their market niche. It is key account managers who bring considerable income to the native company and, as a result, overfulfillment of profit indicators.

An employee of this qualification has an impact on the formation of prices for special conditions, a system of discounts and offered bonuses in partnership with clients, develops provisions in contracts. It is this specialist who does everything possible to find and apply an individual approach to each partner. Building such an approach and taking into account all the wishes of the client is an important component quality service providing a sustainable competitive advantage and a guarantee of long-term partnerships.

Career growth is always guaranteed for an effective key account manager. Subsequently, he will be able to take the position of head of sales, director of development or commercial director. New position determined by the number of successful and repeated transactions. The professional activity of a client manager involves defending mutual commercial interests. In addition, the client manager remembers all the nuances of the interaction of partners.

Responsibilities and functions

The list of functions of the client manager is determined by the job description. Home of all functional duties is full customer support.

Standard Responsibilities:

• mail and document management;
• interaction with contractors and partners;
• receiving incoming calls and e-mail messages;
• multi-channel informing partners about new products and promotions;
• ensuring a high level of service provided.

The key features are:

• search for clients, meetings with them and negotiations;
• consulting on contractual issues;
• receiving and processing orders and monitoring the timeliness of their implementation;
• conclusion of contracts and execution of all related documents to them.

The easiest way to get referred clients from current clients is to make this process part of the original contract.

Existing and new clients

In order to be optimistic about the development and prosperity of their business, companies seek to strengthen relationships with already existing clients and acquire connections with new stable partners. Creating new relationships to get an even larger target segment, sincerely interested in interaction, is entrusted to the account manager. He searches for them, using various channels and platforms to attract new acquaintances and friendly contacts.

The most effective way to develop, allowing you to solve a wide range of tasks to strengthen the image, increase sales and identify the circle of consumers interested in business partnerships, is participation in exhibitions, fairs and presentations. They provide an opportunity to meet with all existing and new clients, establish personal contact with hundreds of domestic and even foreign partners, allow you to grab attention, set the course and demonstrate the potential of your business. This is a proven technique that has been failing for many years in strengthening existing reliable relationships and in acquiring new customers.

In addition, the job functions of this specialist are also in the forecast of the prospects for cooperation, business reputation and reliability of attracted potential customers. Each problematic potential client has a number of signs that give him away even before the start of cooperation.

Some of them are obvious, others are not, but to identify them professional specialist better on initial stage to determine whether these contacts will be promising or unprofitable, as well as predict business reliability, assess their financial and material security.

Product range

The position of a client manager implies that he is simply obliged to study the entire range of manufactured goods and to know perfectly the full range of services offered, be able to demonstrate them at presentations. strengths, skillfully drawing attention to the competitive advantage in order to interest potential customers in cooperation. Excellent knowledge of the product being sold is a significant advantage for product promotion.

Market analysis

To ensure the financial prosperity and well-being of the enterprise, it is necessary to make the first and very important step effective strategy - analyze the buyers' market using traditional or innovative methods. Market segmentation and identification of promising groups of potential consumers for the types of products provided by the company will allow you to determine your target audience with its needs and requests.

The results of the analysis can show what measures to attract the attention of customers to the activities of the company will be effective and how they can be applied. The account manager makes the development of methods for finding potential customers and develops communication schemes coordinated with the results of the analysis.

Studying competitors

To build an effective competitive strategy, account manager monitors competitors, to understand the goals of their companies:

• makes an analysis to identify their weaknesses and strengths;
• identifies opportunities and considers hazards;
• examines all aspects of their business activities.

This will help identify competitive advantages their product and convince their future consumers of this.

Link support

The manager maintains constant communication and ensures interaction with existing customers, with small retailers chain stores and major retailers through interactive dialogue via fax, email, chat or traditional mail. Compiling monthly reports, analyzing the results of his professional activities, he must contribute his most effective developments in motivating clients to cooperate in accordance with the sales promotion programs approved by the company.

To ensure uninterrupted work, client managers interact with all the main and auxiliary divisions of the company in matters of their competence. An experienced client manager is often entrusted with the quality control of customer service entrusted to him by related departments.

Rights and responsibilities

Everything related to the rights and responsibilities of the account manager is included in the job description:

• have all the confidential information that contributes to the solution of professional problems;
• offer management ways and methods to increase the efficiency of their work, growth and development of the enterprise;
• require management to create optimal conditions for the performance of their duties;
• make decisions and take actions within its competence.

Responsibility

This employee is largely responsible for the image, business reputation firms that promote long-term partnerships. It happens that a company loses its customers due to dishonest performance or non-fulfillment by the client manager of his labor functional duties for customer service.

Therefore, he is responsible for all cases of violation of his duties, non-compliance with the requirements imposed on him by the employer in local regulations, negligence and wrongdoing. This entails the measures established by labor legislation. For committed offenses, the manager is held liable within the framework established by the Administrative or Criminal Code.

The material damage caused is compensated in accordance with labor or civil legislation.

Requirements

In addition to professional and communication skills, a client manager must be able to properly develop a loyalty program. A successful employee in this area should be able to establish all contractual and accompanying processes in the office and control the work of sales-related departments.

Therefore, it is desirable to have:

• experience in organizing business negotiations;
• possession of the rules of business etiquette.

In practice, employers when hiring a specialist present him with the following requirements:

• higher education;
• computer literacy;
• correct speech;
• sales experience.

As for personality traits:

• activity;
• positivity;
• focus on results.

Sometimes you need a good knowledge of a foreign language, a license to drive a car and your own transport. A list of personal character traits that will help you fulfill the requirements for the relevant position: organizational inclinations, conscientiousness, punctuality, independence, patience and flexibility.

Stress tolerance, non-conflict, good memory and organization.

Education and professional development

The professional standard determines that the education of the applicant must be higher professional in the specialty "Management" or secondary special, but necessarily supplemented by retraining courses in management. High career lability is becoming an increasingly popular tactic today professional development. Many professionals change careers, retraining and discovering new areas. At the same time, there are more and more opportunities for education and self-education. Therefore, a higher professional economic, legal or psychological education is allowed. An alternative to the second higher education, which will take several years to obtain, may become additional training in management theory.

It is very important for business development if client managers periodically improve their skills at various training events, courses, trainings and online courses. To build a successful career to become a senior or lead manager and even take leadership position head of customer service department, a specialist needs to strive to increase his professional level.

Professional growth implies knowledge of the theory of sales, products and services offered by the company. To be noticed by the management, it is necessary to strive to become competitive in comparison with specialists of this level in other companies. Focus on tasks, speed of reaction, attention to detail and a good memory are essential for this. And in order to have the necessary skills to quality work, the specialist has the right to count on periodic training at the expense of the employer.