What’s worse than not knowing what to do with your business online? Handing it over to an Account Manager who also has no idea what to do. Account Managers are your key to handling your business across the murky waters of SEO and PPC. If they don’t know what they’re doing, you should probably move agencies. But what makes a successful Account Manager? What makes them stand out from the crowd? Every successful account manager has their own style and attitude towards work, but usually it boils down to a few key habits. Find out what they are from an Account Manager!
1. We Know The Client Inside and Out
It’s all well and good knowing what you do. However, really getting to know you, your competitors, your style and your audience are what really gives successful account managers the edge. This means in-depth learning about the industry that you work in, as well as understanding your competitors and what they’re doing to get ahead of you. An understanding of the inner workings of your business itself as well is essential. This means we need to know who speaks to whom, the order of command and any knowledge you think might benefit us e.g. you respond better to emails than phone calls.
2. Communication is at the Forefront of our Mind
While account managers are generally an organised bunch by nature, we’re really on it when it comes to communication with you. A common phrase that we’ll always say is “let me check with the client”. This is because we always want to be communicating with you about what we’ll be doing and how it will benefit you.
The key is to know when to not communicate with you (stay with me here), but sometimes we don’t always have to run it by you. This is the case when you’ve given us the reigns to experiment without the need of approval from you – it just looks like we haven’t listened to or respected your wishes.
3. We Know When to Make the Decisions
As mentioned above, there are times when you are happy for us to make SEO decisions for you. On the other hand, you might want to be involved every step of the way, which means it can be very difficult to get anything done quickly.
The best resolution for this (as any successful Account Manager knows), is to set these boundaries early in the initial calls and meetings. Find out how much assistance you want to give, and inform you about areas where it’s best for your input, and where it’s best to steer clear.
4. It’s All About Getting the Results
Every day we are driven by keeping our clients happy with the work we are producing – they are our pride and joy and if they’re not happy, we’re not happy. What makes us tick is making sure our clients get the results they are expecting. After all, a client is with us for those results. If an account manager isn’t coming up with the goods, then the work can’t be considered a success.
Whether you’re looking for conversions, enquiries or just bigger brand awareness, a good account manager will always track the data. If results drop, then an account manager makes amendments to their tasks to make sure that the results start flourishing again. If your Account Manager isn’t doing this then you need to find someone new, and fast!
5. We’re Empathetic, not Patronising
Sometimes when someone knows more than you and proceeds to try and explain it, they can come across rather patronising. It’s a fine art form where you can teach someone something, and it is empathetic, not patronising.
When speaking to clients, successful Account Managers won’t just talk jargon. They will always explain to clients what they’re talking about if they have to. They’ll do it in a manner that’s helpful, and not like a really boring cold caller.
If you’re a business, and you’re not seeing the results you want from your Account Manager, maybe give us a call – we’ll make sure you’re treated like royalty, and get you one of our amazingly successful Account Managers to take care of you!