What are the traits and competencies of an awesome MSP Account Manager? Don't try and take a staffing branch manager and place them into a program manager role without proper growth & training!

Defined key attributes of an Account Manager (MSP Program Manager/ Director)

 

 

Develops, communicates and drives Strategic Account Plan

Involves key markets and countries in planning process

Creates Marketing Strategy:

Brand awareness

Client satisfaction and Loyalty

Program Launch/Relaunch

Ensures Client Satisfaction

Reviews delivery and operational metrics regularly with Field Management

Creates and drives improvement plans

Drives Account understanding and excitement with Field

Monthly/Quarterly update calls

Reviews Opportunities, Challenges and performance Scorecard(s)

Develops Sphere of Influence at client - This person is your organization's Secret Weapon in taking the relationship to that of a TRUSTED ADVISOR

Highly Networked- New Contacts engaged regularly, documented in CRM/ Database

Goes beyond HR and Procurement, gets into the business

Monitors all contract compliance, ie, audits, rebates/discounts, DSO, renewals

Drives a sense of urgency for opportunities and challenges, and everything else

Ensures all details and activities are in CRM/ Database