Job Description for Account Manager

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Job Description for Customer Service Manager. Full document

Occupational Safety and Health

Occupational Safety and Health / Job descriptions

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I. General Provisions

The account manager belongs to the category of managers.
The Account Manager must know:

legislation governing the implementation of entrepreneurial activities;
market economy, entrepreneurship and business fundamentals;
fundamentals of marketing (the concept of marketing, the basics of marketing management, methods and directions of market research);
theory of management, macro- and microeconomics, business administration;
assortment, classification, characteristics and purpose of the offered goods (products);
the procedure for developing business plans and commercial terms of agreements, contracts;
rules for establishing business contacts;
rules of official etiquette when negotiating with clients;
theory of interpersonal communication;
foundations of sociology and psychology;
methods of information processing using modern technical means of communication and communication, computer.

Appointment to the position of a customer service manager and dismissal from the position is carried out by order of the head of the enterprise upon presentation.
During the absence of a customer service manager (vacation, illness, etc.), his duties are performed by a duly appointed person. This person acquires the appropriate rights and is responsible for the improper performance of the duties assigned to him.

II. Official duties

Account Manager:

Carries out an analysis of the audience of potential customers, identifies the needs of customers, their level and focus.
Develops methods for finding clients, plans work with clients, draws up schemes for contacting clients.
Directly searches for clients by all available means (by placing advertisements, participating in exhibitions, fairs, presentations, sending offers by means of communication, e-mail, fax messages, etc.).
Predicts the business reliability of potential customers, their financial and material security.
Organizes and conducts preliminary negotiations with clients who are interested in proposals (accepted the offer, etc.), clarifies the needs of each specific client and prepares an offer addressed to a specific client.
Meets with clients, convinces clients of the advantage of the offer, proposes draft contracts for discussion and approval, takes part in the work on reconciling disagreements, concludes contracts on behalf of the enterprise.
Offers clients ways to resolve issues that have not been agreed upon during negotiations and issues that have arisen after the commission of legally significant actions.
Maintains constant contact with existing clients, organizes work with them according to established business schemes.
Develops schemes of relationships with the most profitable and promising clients (offers of special terms of contracts, discount systems and individual service, accelerated terms and special conditions for the fulfillment of contractual obligations, etc.).
Develops and provides clients with recommendations and advice on the most efficient use of established business relationships; provides an opportunity for customers to visit exhibitions, fairs, presentations of new products (goods, services).
Ensures the observance of the interests of customers when the terms of contracts are fulfilled by the divisions of the enterprise.
Establishes feedback with customers (studies their requirements for products (goods, services), establishes the reasons for customer dissatisfaction with joint work, analyzes customer complaints and takes all measures to resolve them and maintain business ties).
Forms a database of customers (customer base), timely makes changes to it.
Researches and analyzes competitors' policies in customer relationships.

III. Rights

The Account Manager has the right to:

Independently determine the forms of work with clients, ways of establishing business relationships.
Dispose of the financial resources entrusted to him (for entertainment expenses).
Sign and endorse documents within their competence.
Get acquainted with the documents that define his rights and obligations in his position, the criteria for assessing the quality of performance of official duties.
Request from the management and specialists of the enterprise departments information and documents necessary for the performance of his duties.
Require the management of the enterprise to ensure the organizational and technical conditions and execution of the established documents necessary for the performance of official duties.

IV. A responsibility

The Account Manager is responsible for:

For improper performance or non-performance of their official duties provided for by this Job Description - within the limits established by the current labor legislation of Ukraine.
For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of Ukraine.
For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of Ukraine.

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