Main Responsibilities and Required Skills for an Account Lead

An Account Lead is a professional who is responsible for managing and nurturing client relationships within an organization. They serve as the primary point of contact for clients, overseeing their accounts, and ensuring their satisfaction. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Account Leads.

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Main Responsibilities of an Account Lead

The following list describes the typical responsibilities of an Account Lead:

Aim to

Aim to exceed the annual targeted contract margin.

Apply

Apply Compliance Policies and Procedures (CPP) in unstructured and fluid situations.
Apply sales best practices that are in keeping with Cascades' strategic orientations.
Apply the pricing strategy.

Assist in

Assist in the development of a clear strategic vision for the client.
Assist sales and marketing team with identifying and securing new qualified, positioned accounts.

Assure

Assure that appropriate insurance requirements are in place for all properties.

Aware

Aware of new developments within the IH customer database and achieve monthly quotas.

Build

Build amazing websites and apps to help organizations make a positive impact.
Build and maintain long-lasting relationships.
Build out an account penetration model that encourages multi-angle access into key accounts.
Build positive relationships with customers and internal partners.
Build strong client relationships.

Coach

Coach and develop staff and provides regular feedback and guidance.

Collaborate with

Collaborate with cross-functional teams to ensure timely and accurate delivery of products or services.
Collaborate with Leadership, Business Development, and other ICF functions.
Collaborate with marketing teams to develop targeted campaigns and initiatives.
Collaborate with sales teams to identify potential leads and expand client base.
Collaborate with the Go-to-Market Team to drive continued growth of services.

Communicate

Communicate with clients daily to ensure satisfaction.

Complete

Complete Quality Assurance checks over new app features and back-end tools.

Conduct

Conduct market research and competitor analysis to stay informed about industry trends.
Conduct market research and identify new industry trends and opportunities.
Conduct regular account reviews to identify areas for improvement and optimization.
Conduct regular meetings with clients to review account performance and address any issues.

Consult

Consult with other team members to be sure mutual objectives are met.

Contribute to

Contribute to forecasting, month-end invoicing and reporting.
Contribute to the pricing approach of inspection and service accounts.

Coordinate

Coordinate internal resources for identified account needs and opportunities.
Coordinate with internal teams to ensure effective project implementation and delivery.
Coordinate with the account Finance team to ensure accounting and budges compliance.

Create

Create all pre-approval content, including mocks of all in-app and promotional tactics.
Create an environment within the team that drives continuous improvement and innovation.
Create an environment with strong morale.
Create new brands to help cleantech clients breakthrough and tell their stories.
Create process efficiency and automation where possible.
Create scopes of work that clearly outline project details for course updates.

Develop

Develop account management plans and measure progress towards client goals and objectives.
Develop account plans and strategies to achieve client objectives.
Develop and communicate account-specific goals and targets.
Develop and coordinate regular communication updates / briefings with internal team members.
Develop and deliver proactive sales proposals.
Develop and execute client satisfaction surveys and initiatives.
Develop and maintain an active proposal backlog to support the established sales plan.
Develop and maintain an active proposal pipeline to support the established sales plan.
Develop and maintain strong relationships with clients.
Develop feasibility / proof case studies as requested.
Develop, implement and manage all regional initiatives and programs for the account.
Develop in-depth knowledge of consumer needs, key trends, and competitive landscape.
Develop relationships with customers and offers program expansion solutions where appropriate.

Drive

Drive a continuous improvement culture in respect to operational delivery.
Drive change and ensure successful implementation of strategic initiatives and innovations.
Drive client specific initiatives such as savings targets, benchmarking and best practices.
Drive efficiencies and optimize performance.
Drive high quality results which exceed the client's expectations.
Drive improvements to program data / reports where needed.
Drive profitable sales growth.
Drive regional consistency across the account e.g. reporting, SOP', systems, and HR practices.
Drive success, engagement and continuation of workplace experience in the Facilities Management Team.
Drive the implementation of Next Generation Maintenance program and technology platforms.

Encourage

Encourage and promote ethical conduct and uphold Cascades' culture and values.

Enforce

Enforce a zero tolerance to unsafe working practices to target a goal zero accident rate.

Engage

Engage business line staff in these activities.
Engage in the remuneration process at required intervals as dictated by the JLL business.
Engage leadership and experts in discussions to identify expansion opportunities.

Ensure

Ensure all contractual and ad-hoc reports are delivered on time.
Ensure all incidents are reported as per the Bank's and JLL internal reporting procedures.
Ensure all team member complete corporate mandatory training.
Ensure Cascades PRO offering is maximized regionally in addition to corporate.
Ensure client sign-off is obtained on business requirements (initial and ongoing change requests).
Ensure client surveys are conducted and co-ordinate client feedback follow-up program.
Ensure compliance from an accounting standpoint and acts upon from an operations point of view.
Ensure compliance with all Health, Safety, Environment and Risk Management policies and procedures.
Ensure compliance with contractual obligations and service-level agreements.
Ensure compliance with JLL audit standards.
Ensure costs are managed within appropriate budgets.
Ensure everyone stays Safe.
Ensure project operational compliance.
Ensure proper governance, contractual arrangements and structure are in place.
Ensure teams proactively meet with tenant representatives on scheduled basis.
Ensure that contractor staff at all times meet the standards and expectations of the Client and JLL.
Ensure that risk escalation processes are followed.
Ensure that schedules and budgets are met according to contractual agreements.
Ensure the account delivers against contract deliverables - meeting all contractual KPI's and CPI's.
Ensure the adherence to the Master Service Agreement and all Engineering deliverables.
Ensure the supply chain is paid as per payment terms within the individual agreements.
Ensure timely and accurate delivery of reports and data feeds according to program SLA's.
Ensure timely delivery of reports according to program SLA s.
Ensure value added sales goals are met with specific customer.

Escalate

Escalate any issues as appropriate.

Establish

Establish and maintain important relationships at all levels of client companies.
Establish and "own" strong relationships with the NetApp's Account's client representative.
Establish consistency in the monthly reporting in each country.
Establish that schedules and budgets are met according to contractual agreements.

Evaluate

Evaluate, propose & pilot appropriate tools / processes to support the engineering operation.

Facilitate

Facilitate discussions between his / her department and the departments concerned.

Focus on

Focus on large / national end user accounts to support distribution sales.

Follow

Follow through on challenges as they arise.

Forecast

Forecast and track key account metrics, such as revenue and growth targets.

Foster

Foster a culture of genuine relationships with equity partners, customers and potential customers.
Foster and maintain high level customer relationships.
Foster a positive and collaborative working relationship with clients and internal stakeholders.

Generate

Generate positive feedback from internal teams and leadership.

Handle

Handle client escalations and resolve conflicts in a professional and timely manner.

Help

Help clients and employees consistently meet / exceed goals and metrics.

Hire

Hire, attract and retain a team of top talented employees.

Identify

Identify and manage risks to ensure delivery is on time.
Identify and pursue new business opportunities within existing accounts.
Identify and quantify needs from internal GSK matrix partners.
Identify and troubleshoot technological bottlenecks in workflow and / or asset management systems.
Identify issues before they become problems.
Identify opportunities for upselling or cross-selling to maximize client value.

Implement

Implement and manage the change control process.

Increase

Increase and maintain revenues from Cascades' strategic customers.

Influence

Influence Vendor Selection based on customer financial and operational objectives.

Keep

Keep a watch on best practices and new technologies and share them within the organization.

Lead

Lead account planning across the account team.
Lead and manage a specific set of prescribed business aviation accounts.
Lead and participate in projects related to solutions support and organizational growth.
Lead multiple strategic client engagements simultaneously.
Lead point of contact for client relationships.
Lead Services Delivery across a portfolio of our Customers.

Learn

Learn and follow the AFPG Operating Code 100% of the time.

Listen

Listen effectively and communicates through actions and example.

Look

Look beyond the obvious and doesn't stop at the first answers.
Look out for one another in order to help lift up the skills and capabilities of our colleagues.

Maintain

Maintain a feeling of pride in work.
Maintain an opportunity pipeline that is 3-5x's the current year's revenue target.
Maintain CRM database (SalesForce) up-to-date for all accounts and opportunities.
Maintain intimate knowledge of lease agreements.
Maintain the highest level of confidentiality and is trustworthy.
Maintain updated budget for customer reflecting actual costs & projections for the program year.
Maintain updated budget for customers, reflecting actual costs & projections for the program year.

Manage

Manage activities related to the creation and negotiation of contracts for major accounts.
Manage all financial risk for the account.
Manage client expectation regarding the delivery of services.
Manage communication and operational direction to client vendors / partners as required.
Manage conflict resolution to ensure successful / productive project to program operation.
Manage contract negotiations and renewals with clients.
Manage country budget and ‘not to exceed' budget to avoid overspend.
Manage CX mapping research projects, ensuring projects meet brief, budget and timeline.
Manage & Inspire your Team.
Manage operations to mitigate operational risk.
Manage program changes and associated change request process.
Manage relationships with key stakeholders in the client's organisation.
Manage relationships with key stakeholders in the Client's organization.
Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget.
Manage the governance process for the account.
Manage the governance process for the engineering work streams within the account.
Manage the net operating revenue and protect margin for the IFM business.
Manage to a minimum billable util target.

Meet

Meet and exceed quarterly and annual sales objectives.
Meet or Exceed all KPIs and ensure contract requirements are met.
Meet the agreed growth targets for the account.

Mentor

Mentor others in Critical Account Management.

Mitigate

Mitigate the financial risk by ensuring there is no account bad debt.

Monitor

Monitor and analyze key metrics and performance indicators to measure account success.
Monitor and manage account budgets and financial performance.
Monitor program profitability and revenue according to plan on an ongoing basis.
Monitor team performance and give guidance when needed.
Monitor team tracking on customer projects.

Negotiate

Negotiate and communicates revised service levels as required.
Negotiate Supply Agreements and other contracts as required.

Operate

Operate as the key point of contact for IH accounts.

Oversee

Oversee execution, analysis and optimisation of marketing plans.
Oversee open work environment in head offices and create a culture that enhances customer experience.
Oversee the launch, management, and optimization of successful marketing campaigns.
Oversee vendor management and ensure the account is compliant with supply chain approved processes.

Own

Own the client relationship for an outsourcing contract, which may cover one or more service groups.

Participate

Participate in establishing the Studio's best practices for the marketing discipline.
Participate in regular reforecasting activities.

Plan

Plan and coordinate key strategic management reviews for clients and internal support teams.

Prepare

Prepare and deliver presentations and reports to clients, highlighting achievements and results.
Prepare and implement a succession plan for key positions of direct and in-direct reports.
Prepare and / or review adjustments to tenant billing process.
Prepare and present account performance reports to senior management.
Prepare and present effective proposals that offer solutions to customer life safety needs.

Prioritize

Prioritize & drive actions at the account level to ensure visibility, traction and ultimate closure.
Prioritize the business and celebrate successes as a team.

Provide

Provide dedicated support to the team, ensuring the program is fully operational.
Provide exceptional customer experiences.
Provide feedback to Product Management team for future enhancements.
Provide guidance and support to junior account management team members.
Provide Leadership to the Customer Focus Team & Business Unit.
Provide mentoring to junior level account leads and assists with training of new team members.
Provide point in time feedback to enhance the performance of employees.
Provide proactive thought leadership to target accounts.
Provide regular feedback to Senior Management on the progress of key issues.
Provide status reports to ensure senior level management visibility to program operation.
Provide strategic guidance and recommendations to clients based on industry trends and best practices.
Provide the leadership to the Facility Management team on all Client sites across India.

Realize

Realize operating leverage through process improvement, gaining capacity for value-added work.

Remain

Remain current on consumer preferences and product develop.

Represent

Represent Company at trade shows and exhibitions.

Research

Research learning trends and technologies to support growth of educational Services and team members.

Resolve

Resolve issues and minimally escalates to Strategic Account Manager, or Director.
Resolve issues by making quality decisions.
Resolve issues by making quality decisions as a Subject Matter Expert.

Review

Review all project requests, schedule and plan accordingly.
Review and approves all program details prior to production release.

Search

Search out improvement opportunities and empowers the team to implement them.

See

See Individual Performance Measurement Agreements.

Serve

Serve as the main point of contact for client inquiries, concerns, and requests.

Set

Set a good example and constantly strive to positively influence others.
Set stretch targets for self and others.

Share best practices with the client & JLL management teams.

Stay updated with

Stay informed about changes in client needs or preferences and adjust strategies accordingly.
Stay updated with industry regulations and compliance requirements.
Stay updated with product knowledge and industry developments to provide valuable insights to clients.

Supervise

Supervise day-to-day operations.

Support

Support account transition programs and ensure engineering best practices & policies are adhered to.
Support company strategic directions, future focus & vision.

Track

Track and report on key account metrics.

Travel

Travel required to meet with customers and prospects.
Travel to customer sites and VMware offices as required.
Travel up to 50% is required to meet with customers and prospects.

Understand

Understand a client's business and challenges in order to offer CX solutions.
Understand all Technical Processes and impact on delivery services (SOW).
Understand and oversee projects as needed, project management fundamentals and best practices.
Understand and promote McKesson's ICARE principles.
Understand clients' business goals and align solutions to meet their needs.

Use

Use of the masculine in our communications refers equally to both men and women.
Use rigor and logic to solve difficult problems with effective solutions.

Work with

Work closely with the Account Director to strategically analyze data from client campaigns.
Work closely with the scheduling team to ensure that customer training needs are met.
Work collaboratively with team to translate strategic vision into tactical solutions and results.
Work with Cascades iniative of Customer Centricity.
Work with members of the CX team to create pitch-winning responses.
Work with producers to keep your projects moving forward and avoid client delays.
Work with startups and organizations trying to be a force for good.

Write

Write new and update existing courseware, including student guide material and labs.

Most In-demand Hard Skills

The following list describes the most required technical skills of an Account Lead:

Proficiency in CRM software and account management tools.
Excellent knowledge of sales and marketing principles.
Strong analytical and problem-solving skills.
Advanced negotiation and contract management abilities.
Data analysis and reporting skills using tools like Excel or data visualization software.
Knowledge of project management methodologies.
Understanding of financial analysis and forecasting.
Proficiency in using collaboration and communication tools.
Familiarity with customer experience and relationship management techniques.
Expertise in market research and competitive analysis.
Understanding of digital marketing strategies and channels.
Knowledge of industry-specific regulations and compliance requirements.
Proficiency in preparing and delivering presentations.
Technical skills related to specific products or services offered by the organization.
Ability to interpret and analyze sales and financial data.
Proficiency in using productivity and organization tools.
Strong problem-solving and decision-making abilities.
Knowledge of data privacy and security regulations.
Understanding of financial metrics and key performance indicators.
Proficiency in using project management and collaboration software.

Most In-demand Soft Skills

The following list describes the most required soft skills of an Account Lead:

Excellent communication skills: Effective verbal and written communication to build rapport and convey ideas clearly to clients and internal stakeholders.
Strong interpersonal skills: The ability to establish and maintain positive relationships with clients, team members, and colleagues.
Exceptional customer service orientation: A dedication to providing a high level of service and support to clients, anticipating their needs, and exceeding their expectations.
Strategic thinking: The capacity to think critically, identify opportunities, and develop innovative solutions to meet client objectives.
Leadership skills: The ability to lead and inspire a team, delegate tasks, and foster a collaborative work environment.
Adaptability: Flexibility to navigate changing priorities, client requirements, and industry dynamics.
Problem-solving skills: A proactive approach to identifying and resolving challenges, finding creative solutions, and mitigating risks.
Time management and organization: Effective prioritization of tasks, meeting deadlines, and managing multiple client accounts simultaneously.
Emotional intelligence: The ability to understand and manage emotions, empathize with clients, and navigate challenging situations with tact and diplomacy.
Team player: Collaboration and willingness to work closely with cross-functional teams to achieve collective goals and deliver exceptional client experiences.

Conclusion

Account Leads play a vital role in managing client relationships, ensuring customer satisfaction, and driving business growth. They are responsible for maintaining strong partnerships, meeting client objectives, and identifying opportunities for account expansion. Possessing a combination of hard skills, including technical knowledge and analytical abilities, along with essential soft skills like communication and leadership, Account Leads are well-equipped to excel in their roles. By fulfilling their primary responsibilities and honing the most in-demand skills, Account Leads can thrive in a dynamic and competitive business landscape.