What should you expect from your account manager?

A web marketing agency like SM360 offers its clients a wide range of products and services. That said, it can sometimes be a little difficult for our clients to know where to turn when they need a specific service. Within our company are numerous departments that handle everything from website design and maintenance and online marketing management to social media optimization and ad and newsletter design.

As a client, you may wonder who you need to contact if you have a specific request. Do you contact the head of the individual department, or perhaps the sales consultant with whom you worked with in the first place?

Actually, you should expect to be able to talk with your account manager for any request you may have. My role as an account manager is to serve as a liaison between you, the customer, and the various teams on the floor here. It is my job to make sure your request is addressed by the appropriate department, and more importantly to ensure that you do not need to follow up repeatedly to make sure things are getting done.

That is what you should expect from your account manager.

In essence, your account manager is your portal to all of the various services and products offered by SM360. As mentioned previously, I am your liaison, or messenger if you will. It is my job to understand your request to a tee in order to be able to transmit it to the appropriate department within the company. As that department carries out your request, it is my job to keep you informed of our progress. Should you need to modify something in your original request, your account manager is the person you will be speaking to.

On the other hand, the last thing you want is for your account manager to be simply someone who takes orders. After all, over time, we get to know your business and your expectations, and we must therefore use that knowledge to reach out and recommend various services that we know will help your business grow when they become available.

In other words, we treat your business as if it belonged to us, recommending courses of actions that we know will improve your return on investment. That said, we are not there to upsell constantly. Our goal is rather to provide strategic recommendations containing all of the information you need to make an informed decision.

As your gateway to our company, we need to be readily available. That’s why we guarantee that we answer our e-mails in less than four hours. You therefore have peace of mind knowing that if we haven’t responded immediately, it is probably because we are preparing a strategic course of action that will allow us to reach your goals. We also need to provide you with accurate time frames so that you know what is going on.

In other words, our role as account managers is to make sure you feel comfortable that your needs are being addressed. That, is really what you should expect from your account manager.