The Many Hats of an Account Manager
At Off Madison Ave, we believe in creating compelling, audience-focused brand experiences that build loyal relationships between our clients and their customers. These internal values drive our commitment to forging partnerships with clients who share in this passion, have a focus on long-term success and that possess strong organizational goals.
Accomplishing these objectives starts internally at Off Madison Ave, by recruiting and attracting the very best talent in the industry. From our social media gurus to our skilled PR staff, Off Madison Ave holds its team to the highest standards. Countless awards, client referrals and day-to-day results show that our dedication behind the scenes pays off for our clients.
Led by Kimberley Clifford, Director of Client Services & Account Planning, the Account Services team provides a face for the agency and all of this hard work. Our roles are fluid and flexible, sometimes changing daily as we adapt to the unique challenges that we face from our diverse portfolio of clients. Staying afloat in the midst of this sea of information requires our team to take on a variety of responsibilities: manager, mentor, strategist, chef… chef?
While most of us leave our white coats and aprons at home for something more business casual, the Account Services team shares a lot in common with the folks over at the Food Network, having to seamlessly blend together ingredients from one department to another, one client to the next.
So, you must be wondering- what is our team’s recipe for successfully managing our accounts?
1 Part: Knowledge
Research and discovery are an essential first step in the process of developing marketing strategies for our clients, and the Account Services team employs a similar plan-of-action when managing our accounts. This requires knowledge that stretches beyond just company and industry insights to an understanding of our clients and colleagues on a personal level, allowing us to form relationships that are rooted in trust. An efficient and effective account manager will tailor their strategies and communications based upon this initial knowledge and understanding.
2 Parts: Organization
For the Account Services team, taking our knowledge and organizing it requires an array of tools to help track and manage information. Hot sheets, status updates, budgets and activity reports are just a few of the many tools developed to sort the information that is trafficked in and out of our hands throughout the day. Some are used internally to manage media placements, creative files and other work, while others are used externally to help ensure that the agency and its clients are always on the same page.
3 Parts: Communication
Communication is vital- too little or too much can ruin hours of preparation and work. Interacting with 35 colleagues and 50+ accounts has the potential for disaster, but our organizational structure ensures that we communicate in an effective manner. From senior account managers down to account coordinators, we have created a funnel to support our knowledge and implement our strategies. Through the division of accounts and assignment of specific tasks and responsibilities, our team has a clear vision of the necessary steps that must be taken to ensure success for our clients.
With knowledge, organization, communication and a few secret ingredients thrown in for good measure, the Account Services team continually brings proven strategies to the table for managing our clients’ accounts. As with most aspects of marketing and customer service, however, our approach is not “one size fits all,” so tell us- what makes your recipe unique?
Image Credit: R. M. Calamar
About the Author: James Skinner
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1 comment so far
Shannon Blood says:
*Golf clap*