What does a Service Manager do? Key account manager job description. sample resume for client manager

An account manager should be in any company engaged in trade, advertising or other activities. He finds clients for the firm and works with them. Such a manager must have the ability to attract and retain a client through negotiations. This requires certain knowledge and skills - the ability to establish contact with a potential client, create conditions favorable for concluding contracts, find best solutions etc. He also needs to understand the basics of entrepreneurship and how to run a business.

Most enterprises have special job descriptions, there is such a document for account managers. It establishes the main duties, rights and responsibilities of each person holding this position. Manager must be familiar with the instructions and follow all specified conditions. The document is approved by the head of the organization and is supported by his signature.

What is the purpose and main provisions

The manager refers to the leadership of the company. The main task in this position is customer search and service. The manager needs to convince each individual client that all his needs will be taken into account. Anyone potential buyer requires an individual approach. Subject to the correct work of the specialist, the client will cooperate with the company in the future.

Also, the manager is obliged to participate in summing up and determine the prospects for interaction with the buyer in the future. If it works effectively, then over time it should form a client base.

Job description sales manager in the first They are given general concepts and lists the functions performed by a specialist. The position of Account Manager is considered to be a senior position. This employee must have an education - secondary or higher economic. It is also desirable to have additional qualifications in the field of management and some experience in the entrepreneurial field.

Appointment and dismissal from office is carried out only by the head.

The manager must have knowledge of all the necessary laws, he should understand the basics of the market economy and business theory. He will also need knowledge of marketing and management, business plan development, the ability to classify goods and establish business contacts. AT general rules it is written that this specialist must establish competent interpersonal communication, knowing the basics of psychology and the rules business etiquette. Equally important is the ability to work with the technology necessary for communication.

The manager reports to the chief executive of the organization and the director. During his forced absence for a good reason at the workplace, his duties may be performed by another executive. This employee is responsible for the obligations assigned to him.

Rights and obligations

The account manager has the right to decide how to find and establish business relationships with clients. He also independently manages all the funds allocated to him for work. The manager acts on behalf of his company during negotiations, signs documents to the best of his competence. He gets acquainted with the decisions of the organization regarding issues that arise in the course of work.

The client-manager has the right to demand from his supervisors those documents that are necessary for him to perform the work.

He also has access to papers that spell out his duties and rights, the conditions for observing the quality of the performance of duties.

At each enterprise, such a specialist performs certain duties. It:

1. Conducting analysis and study of all possible customers, taking into account their requirements.
2. The use of various methods to find buyers and customers by placing advertisements, attending presentations and exhibitions.
3. Assessment of the reliability of future business partners, their capabilities.
4. Negotiating and identifying customer preferences with their help.
5. Meetings with potential partners, conclusion of contracts and discussion of their conditions.
6. Maintaining relationships with existing clients and working with them.
7. Troubleshooting.
8. Creation of profitable offers for the most promising customers in the form of special conditions, discounts, etc.
9. Communication with business partners, identifying their requirements and claims.
10. Creating a customer base and making adjustments to it.
11. Analysis of the conduct of such work in competing firms.

A responsibility

The client-manager is responsible in case of non-fulfillment of the duties prescribed in the instructions or any violation of them. He is also responsible for the damage caused to the company in the course of his work and the offense he committed. The enterprise may also provide for penalties for the manager for failure to fulfill sales plans or insufficient replenishment of the client base. Punishment of an employee should not go beyond the limits established in Russian legislation.

An account manager is an important employee in every organization, as he is engaged in finding and attracting customers. He also keeps partners already existing with the company by all means. All his duties and rights are spelled out in a special job description, which must be in the enterprise.

The account manager must represent the organization with dignity and skill in the face of clients, in professional community(by type of activity of the organization) and in society as a whole.

The manager's work with clients is based on the principles of goodwill, mutual respect and courtesy.
In carrying out his duties, the account manager must create a favorable and comfortable environment conducive to the location of customers to the company and its services.

To do this, the account manager must:

• have a neat appearance;
• maintain order in the workplace;
• in the process of communicating with colleagues and clients, adhere to an optimistic business attitude - be smiling,
• friendly, do not hide your eyes, speak confidently and, basically, to the point, do not interrupt the interlocutor.
• if necessary, arrange for the needs of the client workplace and try to create a familiar environment for the client - show a place for outerwear, offer drinks (tea, coffee), give the opportunity to smoke a cigarette.

Regardless of the form of ownership and type of activity of the enterprise, The job responsibilities of a customer service manager (hereinafter referred to as official activities) include:

1. provide convenient, understandable and efficient access for customers to the services provided by the organization;
2. provide thoughtful and detailed service to the interests of the organization's clients;
3. take measures to attract customers to cooperate with the organization for as long as possible;
4. take measures to expand the client base of the organization;
5. when conducting business on behalf of the organization, conscientiously and purposefully pursue the financial, credit and other business policies of the organization.

To achieve these goals, the Account Manager must:

• know and strictly observe the rules of the internal labor regulations of the enterprise, the mode of work and rest, discipline,
• access control, dress code (rules for wearing uniforms), other rules established at the enterprise;
• immediately comply with the instructions and instructions of the higher management regarding official activities.
• to report on the results of the implementation to the person who gave the order;
• know thoroughly in terms of the goals and objectives of the organization's activities, be guided by them in the conduct of business;
• to be fluent in the business document management system of the organization, to be able to apply technical means of ensuring business document management (computer and appropriate software, means of communication, office equipment);
• to perfectly know the technical and consumer properties of products and services that are the subject of interest of customers in the direction entrusted to him. Be able to apply certain types products and products for
• practice in compliance with the rules of labor protection and other safety measures specific to the product;
  know and be able to apply in practice (in the part that does not contradict the policy of the company) modern methods business;
• know and be able to apply in terms of legislation Russian Federation in the field of consumer protection, in the field of ensuring personal and public safety;

The account manager is required to maintain, develop and improve the following professional skills:

1. sociability;
2. professional competence;
3. the art of business communication.

At the request of the organization, the account manager is required to undergo professional training and confirm his qualifications by passing a test, exam, or otherwise.

Typical requirements for a replacement candidate sales consultant positions:

• age at least 18 years;
• education not lower than secondary special (technical school, college);
• no convictions for intentional crimes;
• absence of serious diseases of the speech and musculoskeletal system;
• experience in promoting goods and services, experience in organizational work;
• for foreign citizens– knowledge of the Russian language and a work permit in the Russian Federation.

Welcome:

1. work experience in general and work experience in a similar position;
2. above average education;
3. Foreign language skills.

Exemplary Sales Consultant Training Program
A mentor from among experienced employees is assigned to train a newly hired account manager.

Training includes:

• Familiarization with the enterprise, studying the rules of the labor schedule - 1 working day.
• Familiarization with the workplace, products, products, services of the company - 1 working day.
• Familiarization with the document flow, with the client base of the company, the peculiarities of doing business in the company - 2 working days.
• Work under the supervision of a mentor - 3 working days.

At the end of the training, the management of the enterprise (department), on the recommendation of the mentor, concludes that it is possible for the client manager to work independently.

Job advertisement example

To work in the company requires a manager to work with clients. Responsible and interesting job, high wages. Full time, social package. You are required to have experience in promoting goods and services, experience in organizational work,
hard work, honesty. If you have any experience labor activity, your activity, purposefulness and willingness to master new profession. We are waiting for candidates from 18 years of age without a criminal record, with a secondary special (minimum) education. We'll talk about the rest at the interview.

An employee holding the position of a manager can be found in the management apparatus any company. Heads of various departments, administrators, managers different levels called by the name of this profession, specialists who have mastered it are in demand in the labor market and employment. They control the execution of tasks in the area entrusted to them, managing a certain group of workers.

Do not confuse ordinary sellers of goods, perhaps their employer elevated them to a similar status for greater significance on job position consultant, seller, trader. On it they perform their duties, are not organizers of functional production departments, but with a virtual name and professional status, as opposed to a real manager who earns on effective work employees under his supervision.

Types of managers and characteristics of activities

To understand what function managers perform in production, it is necessary to define the science of management.

It includes in its sections:

• proper management of production processes;
• development of measures to achieve efficiency in the work of firms;
• control over the economic, financial system;
• organization social sphere in a collective.

The responsibility of management includes solving problems of different nature:

1. Organizational– levers are created that operate from the very formation of the enterprise with managerial functions, norms and standards.
2. strategic- here is the area, responsibility is imposed on it in achieving a long-term goal, it is placed immediately after the registration of the company in front of the management personnel. Need to qualify staffing, find out about the availability of professionals in the region, organize consumers for manufactured products, achieve efficiency in production.
3. Tactical- aimed at solving problems, immediate prospects by middle management.
4. operational- responsible for current production tasks, providing a material base, determining resources, setting and answering priority questions.

At these levels of management, educated people carry out their activities, with knowledge production processes, the ability to promote and sell products - managers. They lead in various management levels in a certain position. Employees at this level are given the rights and responsibilities to make responsible decisions, which improves production productivity.

Collaboration with clientele one of the important directions of the company no matter what kind of work she does.

Trade area managers find a network of consumers for long-term cooperation.

They are obliged to create relationships in which there will be no room for doubts about the performance of the proper functions of the organization, with all the client's wishes, qualitatively, within the agreed time frame. As a result of the competent functionality of the manager, mutual income will increase with the help of the accumulated personal client structure.

To be successful, an individual must have qualities:

• courtesy;
• tolerance;
• the right attitude towards people, their customers;
• high communication skills.

Skill level comes with experience throughout many years. With the presence of professionalism, the ability to set up reliable trusting relationships with partners begins. One specialist can manage several customers, an entire chain, or become a key account manager. It closes the connection with a significant part of the customers.

Employees in this area are associated with the marketing of the company, participate in all activities in this area. They are informed not only about the company's product, but also know everything about competing organizations, the quality and volume of their products. Knowledge alone will not bring profit to the company, you need to be able to process information with the help of competent analysis, to draw a conclusion.

Managers are:

1. Melancholy with unhurried conduct of business, unbalancing customers with its slowness.
2. Erudites, informed in various fields of activity, attract clients with their education. They have an analytical mind, which allows them to clearly assess the situation, get out of a difficult situation. Customers can calmly cooperate with such partners, they are confident in the preparation of documentation, purchased goods, services.
3. Performers, they work according to the plan, fulfill all the conditions in accordance with the rules, but they never have their own initiative proposals.

The ideal managerial scheme provides for the presence of specialists of all types in its staff. Each of them can bring benefits to the enterprise, which together will create effective productivity.

General provisions

The level of cooperation with clients, the direction of services depends on what the company is doing.

The manager must be knowledgeable core subjects:

• marketing;
• administration;
• legislative norms;
• interpersonal psychology;
• business etiquette;
• ways of communication;
• awareness of the products sold by the enterprise, its functionality;
• working conditions in the company, shift schedule, established requirements for duties and employees;
• making presentations, various events to increase successful performance;
• draw up, prepare agreements, documentation, business plans.

A specialist acting in the partner community must:

• quickly assess the situation, resolve the problem;
• politely conduct telephone conversations;
• be tactful and resistant to stressful situations;
• be able to cooperate according to the rules of the company;
• learn innovation.

Managers of all levels are characterized by external attractiveness, charm, neatness, they act in the interests of the employer's company.

Positions in the customer service department

The production department responsible for communicating with the customer base of an enterprise can be called a customer relationship department, a support service, a service structure - in any case intended to serve the firm's production strategy.

The complexity of the production of manufactured products requires the recruitment of serious personnel for its implementation. Functional management is being created at enterprises, which is performed by people on the basis of their official duties in various industrial structures.

Employees are bound by the tasks assigned to them:

• plan production activities;
• analyze the informative flow;
• draw up reports;
• interact with employees;
• train staff and improve their skills.

A citizen hired as a sales manager provides the company with customers for the products sold.

He possesses personal qualities:

• sociability;
• charm and sociability;
• self-confidence;
• developed thinking.

The department will not function adequately without office manager.

His functions include being an administrator and supply manager if the company cannot have a large staff, while he manages a group of workers subordinate to him:

• cleaners;
• couriers;
• secretaries.

Such an official organizes the effective operation of the office, provides employees with stationery and office equipment.

top manager is the head of the enterprise, which means that his responsibility is to manage all departments, including customer relations.

It refers to managers top level, it requires:

• create a strong team of like-minded people;
• be an experienced production worker;
• control the performance of the company's personnel.

The manager is responsible for the activities of the company in all its positive and negative aspects.

Below are some basic tips for working with clients.

Main responsibilities

The responsibilities assigned to each employee in the customer service department directly depend on the activities that the company is engaged in.

General characteristics can be presented the following list of activities:

• perform an analysis of society in order to find new buyers, identify their needs, orientation;
• plan relationships with existing consumers, develop interaction tactics, build further relationships;
• coordinate events, attract client flow;
• organize negotiations with customers who are interested in cooperation;
• offer projected agreements with visitors, coordinate the disagreements that have arisen within the limits of authority;
• develop further communication with profitable partners;
• communicate with the client base to identify dissatisfied consumers in order to eliminate such cases in time;
• work with claims, protect the interests of the organization in a timely manner;
• form, complete, lead client base;
• monitor the implementation of agreements with customers for internal divisions of the enterprise;
• study and analyze competition policy in various areas their activities;
• prepare reports on their activities to a higher structure.

A similar list of duties is included in the job description of managers working with clients.

Features of work with corporate and key clients

For the full productivity of the enterprise, good development, needed stable client base in sufficient quantity. Retail buyers bring in some profit, but the core of profitability is consumers from the category of corporate customers.

Citizens belong to legal entities, organizations, firms that purchase products in large quantities. Many commercial companies function through such connections, they contribute the main contribution to the business.

To work with key partners, a separate staff unit is assigned to the position of corporate clientele manager.

His duties include:

• find growing businesses;
• interest them in goods or services;
• conduct surveys with the management of organizations;
• form proposals;
• hold profitable meetings;
• organize exhibitions, events;
• enter into agreements;
• draw up documentation;
• maintain corporate ties;
• participate in negotiations, correspondence;
• comply with reporting.

Execution of a certain employment contract activities are supplemented or simplified, it depends on the employers and the company.

Responsibilities of a bank manager

It is impossible to imagine the functionality of a bank without well-organized management. Managers in this area have a prestigious and responsible job, but there is always a shortage of personnel, advertising is full of calls for a decent salary and good conditions labor.

These employees are required to the following actions:

• fulfill the sales plan;
• accept and process orders;
• work with commercial offers;
• conduct consultations;
• inform about banking products;
• draw up documentation on credit cards, deposits;
• draw up reports.

Each bank makes its own list professional duties, this may include the need to control users of loans on mandatory payments, telephone communication with customers to answer their questions, and resolve various problems.

Legal powers and responsibilities

Each employee has their own individual rights and responsibilities, which are detailed in the job description.

The client manager in the company has law:

• choose a convenient method of working with the consumer, establish business relations according to your own scheme;
• use accountable funds for representation expenses;
• sign the executed documents within their powers;
• be a representative of the interests of the company;
• offer management the best conditions for the sale of goods;
• interact with structural divisions;
• inform the management about the detected errors in the work of the enterprise.

The employee is responsible for violations in the working order in accordance with all norms of labor legislation. If the offense is committed in the legal field, the punishment will be in accordance with the Codes specific to the case. A material offense provides for regulation from labor, civil laws.

Advantages and disadvantages of work

Each work is characterized by different pros and cons that are present in the field of management. Employees who communicate with production partners in the field of banking, any industrial structure, have advantages in that, having gained experience, specialists become in demand, they are not in danger of falling into the category of unemployed citizens, while decent earnings should be taken into account.

This kind of activity should be chosen by people with irrepressible energy, lovers of an active lifestyle. Those who are not afraid of a large flow of people and new acquaintances, the ability to communicate and dispose the society to the offered goods, services, offers.

The virtues of a profession are closely related to its shortcomings. The salary depends on the ingenuity of the manager, the volume of products sold, the executed contracts, translated into cash. Employees are entitled to a minimum wage, and bonuses are paid according to concluded deals.

Another disadvantage of the specialty is inadequacy of some clients. Often formed conflict situations which the manager is obliged to exclude, listen to those who are dissatisfied, and find solutions to problems.

Resume writing

Managers are quite in demand in various fields of activity. Employers are interested in hiring a competent employee, an experienced professional.

In order for the leader to evaluate the ability, you need to correctly compose summary. For this, only good ones are indicated personal qualities, bad bosses learn in the course of activities. Need good feedback the previous management, and if you were satisfied with your previous job, you can leave your contact details. A description of the experience, skills of working with clients will not interfere.

Additional information on the profession "Account Manager" is presented in this interview.

Account manager - a position typical for enterprises of various industries and areas entrepreneurial activity. It can be trade (where its main task will be to find customers and work with them), Advertising activity(where an individual approach to each client is especially required), etc.

It is not so important what this position will be called - “account manager” or “service manager”, the main goal is for the client to be sure that his problems and needs are understood and solved. The benefit of the enterprise from the client's feeling of confidence in personal attention and partnership is obvious - he will strive for cooperation, thereby increasing the well-being of himself and the enterprise.

The client manager not only offers options for forms of cooperation, but also accompanies joint work, participates in the discussion of the results, and evaluates the prospects for further interaction. The key to successful work of a client manager is an individual approach to each customer and a focus on long-term cooperation based on mutual trust and respect.

An important role in the work in this position is played by the observance of the ethical code of conduct by the manager - in the "race" for the client, one should not forget about the rules of good manners. At the same time, it is necessary to convince the client of the prospects for cooperation, while not violating the basic principles business ethics: correctness, unobtrusiveness and patience.

In finding such a “golden” mean, the human factor is of particular importance, personal characteristics manager. He must have good erudition, be able to make decisions in non-standard situations, negotiate and analyze the information received about a potential client, delve into the needs of clients in order to compile a list of services and forms of cooperation in the form that will satisfy them to the maximum. He should be sociable, strive to improve his professional level.

The following job description is aimed at account managers in the field of sales and trade.

INSTRUCTION MANAGER FOR WORKING WITH CLIENTS

I. General provisions

1. The account manager belongs to the category of managers.

3. The account manager must know:

3.1. Legislation regulating the issues of entrepreneurial activity.

3.2. Market economy, entrepreneurship and business fundamentals.

3.3. Fundamentals of marketing (the concept of marketing, the basics of marketing management, methods and directions of market research).

3.4. The theory of management, macro- and microeconomics, business administration.

3.5. Assortment, classification, characteristics and purpose of the offered goods (products).

3.6. The procedure for developing business plans and commercial terms of agreements, contracts.

3.7. Rules for establishing business contacts.

3.8. Rules of official etiquette when negotiating with clients.

3.9. The theory of interpersonal communication.

3.10. Fundamentals of sociology and psychology.

3.11. Information processing methods using modern technical means communication and connection, computer.

6. During the absence of a customer service manager (vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the appropriate rights and bears responsibility for the improper performance of the duties assigned to him.

II. Job Responsibilities

Account Manager:

1. Performs audience analysis potential clients, reveals the needs of customers, their level and focus.

2. Develops methods for finding clients, plans work with clients, draws up schemes for contacting clients.

3. Directly searches for clients by all available means (by placing advertisements, participating in exhibitions, fairs, presentations, sending proposals through means of communication, email, fax messages, etc.).

4. Predicts the business reliability of potential customers, their financial and material security.

5. Organizes and conducts preliminary negotiations with clients who are interested in offers (who accepted the offer, etc.), clarifies the needs of each specific client and prepares an offer addressed to a specific client.

6. 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.

7. 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.

8. Maintains constant contact with existing clients, organizes work with them according to established business schemes.

9. Develops schemes of relationships with the most profitable and promising clients (offers of special terms of contracts, discount systems and individual services, accelerated terms and special conditions for the fulfillment of contractual obligations, etc.).

11. Ensures the observance of the interests of customers when the terms of contracts are fulfilled by the divisions of the enterprise.

12. Improves feedback with customers (studies their requirements for products (goods, services), establishes the reasons for customer dissatisfaction joint work, analyzes customer complaints and takes all measures to resolve them and maintain business ties).

13. Forms a database of customers (customer base), timely makes changes to it.

14. Study and analyze the policy of competitors in relations with clients.

III. Rights

The Account Manager has the right to:

1. Independently determine the forms of work with clients, ways of establishing business relationships.

2. Dispose of those entrusted to him financial resources(for entertainment expenses).

3. Sign and endorse documents within their competence.

4. 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.

5. Request from the management and specialists of the enterprise departments information and documents necessary for the performance of his duties.

6. 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:

1. For improper performance or non-performance of their official duties provided for by this job description - within the limits established by the current labor law Russian Federation.

2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.

3. For causing material damage enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.

APPROVED by order CEO ___ "____________________" from "___" __________ ____ N _______

Job Description for a Customer Service Specialist

1. Job responsibilities

1. Participates in the work of establishing and maintaining the necessary business contacts with the clients of the organization.

2. Promotes the implementation of enterprise services.

3. Ensures the proper execution of concluded agreements and contracts, other necessary documents.

4. Performs the necessary technical work when concluding agreements, contracts and contracts, advertising.

5. Arranges the provision Vehicle and ensuring the fulfillment of other conditions stipulated by the concluded agreements, contracts and contracts, assists in the delivery of goods.

6. Carries out the preparation of contracts with customers, verification and transfer to customers of documentation related to the implementation of contracts.

8. Checks the documentation received from the customer.

9. Coordinates contractual documents with the customer.

10. Makes proposals for concluding contracts with customers.

11. Keeps records of services performed and paid for by the customer.

12. Performs work on the formation, maintenance and storage of a database of services performed, makes changes to reference and regulatory information used in data processing.

13. Prepares materials for consideration contentious issues with customers.

14. Interacts with employees of other departments of the organization.

2. Must know:

regulatory legal acts, regulations, instructions, other guidance materials and documents related to doing business;

fundamentals of a market economy;

methods of establishing and maintaining business contacts;

the procedure for processing documents related to the purchase and sale of goods and the conclusion of contracts, agreements and contracts for the provision of services;

fundamentals of labor, financial, economic and tax legislation;

current forms of accounting and reporting;

organization of loading and unloading operations;

conditions of storage and transportation of goods;

the procedure for agreeing and approving contractual documentation;

rules for concluding contracts for the provision of services;

organization of operational and statistical accounting and reporting;

organization of production, labor and management;

application possibilities computer science to record the services performed, the rules for its operation;

market methods of managing;

labor legislation;

labor protection rules and regulations.

3. Qualification requirements

Secondary vocational education and special training according to the established program without presenting requirements for work experience, or:

higher vocational (economic) education without requirements for work experience or secondary vocational education and at least 3 years of work experience as a technician of category I or other positions occupied by specialists with secondary vocational education, not less than 5 years.