Account Manager

An account manager acts as the main link between a company and its clients. Their job is to ensure customer satisfaction, retain clients, and grow the accounts by offering solutions, managing expectations, and coordinating deliverables.

What is a typical day as an Account Manager? 

– Meeting with clients (virtually or in-person) 

– Communicating client needs to internal teams 

– Preparing reports on account status 

– Upselling or cross-selling services 

– Managing budgets and timelines 

– Solving client issues quickly and efficiently 

What else might they be expected to do? 

– Forecasting client needs 

– Conducting market research

– Participating in strategy planning

– Monitoring key metrics and Feedback

What type of training is needed for this career path? 

– It is possible to do the job with just certifications and strong interpersonal communication.  However, some industries may require specialized knowledge, e.g. an equipment/software supplier seeking a engineer/ technician to act as both account manager and technical support.

– Sales training or customer relationship management (CRM) experience is a plus 

– Certifications in digital marketing, CRM tools (e.g., HubSpot, Salesforce) can help especially for virtual jobs.    

What kind of personality is needed to excel in this career path? 

– Strong communication and interpersonal skills 

– Empathetic and good listener. Extraversion to interact with unfamiliar people.

– Organized, confident, and persuasive 

– Resilient and solutions-oriented   

What kind of interests do people in this career path have? 

-You enjoy leading, influencing, and persuading people (Persuading):

– You find fulfillment in assisting others, guiding teams, and solving customer problems (Helping)

– You like planning, organizing, and following procedures

– Holland Codes: #Persuading (Enterprising), #Organising ( Conventional), Helping (Social). 

Are there any innate skills or aptitudes required? 

– Emotional intelligence

– Critical thinking 

– Adaptability

– Time management

– Sales and negotiation skills   

What challenges can I expect to face if I pursue this career path? 

– Managing demanding clients 

– Tight deadlines and pressure to perform 

– Balancing multiple accounts 

– Miscommunication between teams and clients      

What are the job prospects for this path in Kenya and Africa? What about International prospects for a Kenyan citizen? 

-Kenya & Africa: Tech firms & startups, advertising and PR agencies, NGOs.      

-International: High demand by SaaS companies for virtual account management roles in sectors like fintech, e-commerce, and healthcare solutions  

What should I focus on if I choose to pursue this career? 

– Strong Communication Skills  

– Relationship Building  

– Project & Time Management  

– Sales & Negotiation Skills  

– CRM Tools Proficiency  

Which other careers or job roles can I progress to? 

– Sales Manager 

– Chief Customer Officer (CCO)   

– Business Development Manager