Cross-sell and Upsell Execution
Cross-sell and Upsell Execution is the capacity to maximize account profitability via promoting additional or higher-tier products to existing clients. It involves identifying client needs, offering relevant solutions, and tracking progress. Effective execution can deepen client relationships, boost revenue, and stimulate business growth.
Level 1: Emerging
At a foundational level you are able to recognize basic opportunities to suggest additional or upgraded products to existing clients during regular interactions. You follow set processes and seek guidance from colleagues to ensure your recommendations match client needs. This helps you learn how cross-sell and upsell efforts can support stronger relationships and account growth.
Level 2: Proficient
At a developing level you are beginning to identify opportunities to present additional or upgraded products to existing clients under guidance. You use basic client information to match needs with suitable options and seek support from experienced colleagues as needed. Your efforts help build confidence and contribute to incremental account growth.
Level 3: Advanced
At a proficient level you are able to identify opportunities to cross-sell and upsell by understanding your clients’ needs and matching them with suitable products or upgrades. You engage clients in meaningful discussions, tailor your recommendations, and follow up to track progress. As a result, you grow account value while strengthening long-term client relationships.
Value Proposition Reinforcement
Value Proposition Reinforcement is the ability to articulate and continually emphasize the unique value an account offers to clients. Within Account Management, this involves instilling belief in the account's benefits, services or solutions, thereby nurturing client commitment. This key capability bolsters client retention and business growth.
Level 1: Emerging
At a foundational level you are able to explain the core benefits and offerings your account provides to clients in straightforward terms. You rely on guidance from others when discussing the account’s value and connect it to client needs in basic ways. By doing this, you help maintain client interest and support routine business relationships.
Level 2: Proficient
At a developing level you are beginning to explain your account’s unique value to clients, using clear examples to build their understanding. You seek opportunities to remind clients of key benefits during interactions, helping reinforce their commitment. Your efforts support stronger client relationships and contribute to improved loyalty.
Level 3: Advanced
At a proficient level you are able to clearly and confidently communicate the unique benefits your account delivers, tailoring your message to what matters most to each client. You regularly reinforce these strengths in your interactions, helping clients recognize ongoing value. Your approach strengthens client loyalty and encourages repeat business.
Strategic Opportunity Identification
Strategic Opportunity Identification is the ability to visualize and define future growth prospects within account management. This involves anticipating client needs, exploring market trends and using data-driven analytics. The impact of this capability leads to stronger customer relationships, increased sales potential and informed business decisions.
Level 1: Emerging
At a foundational level you are starting to notice potential opportunities for growth within your accounts by listening to clients and staying aware of changes in their needs. You support your team by sharing basic observations and asking questions about market or customer trends. This helps you build stronger relationships and develop a mindset focused on growth.
Level 2: Proficient
At a developing level you are starting to recognize growth opportunities within your accounts by observing client needs and basic market trends. You use available information to suggest potential improvements or extensions of service, often with support from others. This helps you contribute to early discussions about future account growth and client retention.
Level 3: Advanced
At a proficient level you are able to identify and assess new growth opportunities within your accounts by analyzing client needs and tracking industry trends. You use data and insights to spot future possibilities and recommend practical solutions. Your approach helps build client trust, drives account expansion and informs your team’s strategic decisions.
Account Stakeholder Mapping
Account Stakeholder Mapping is a valuable ability that involves identifying, analyzing and prioritizing connections with key individuals crucial to account management. This capability obliges polished communication skills, analytical nous, and adept relationship management. By optimizing stakeholder relationships, it potentially maximizes engagement and solidifies overall account security and growth.
Level 1: Emerging
At a foundational level you are able to recognize key stakeholders relevant to your accounts and record basic information about them. You begin building a clear picture of who influences account outcomes, using straightforward tools and communication. This early mapping helps you support your team and build stronger client relationships from the outset.
Level 2: Proficient
At a developing level you are able to recognize and list key stakeholders relevant to your accounts, seeking guidance to understand their roles and priorities. You begin to analyze basic stakeholder interests and communicate appropriately to build initial connections. This helps you lay the groundwork for effective stakeholder engagement and support account management activities.
Level 3: Advanced
At a proficient level you are able to independently identify and analyze stakeholders who are most influential to your accounts, using evidence to prioritize your engagement. You adapt your approach based on stakeholder needs and dynamics, helping to strengthen relationships and protect account value. Your work leads to stronger, more stable partnerships within your account portfolio.
Service Level Monitoring
Service Level Monitoring is the ability to oversee and ensure compliance with stipulated service standards within an account management context. This capability involves understanding the intricacies of client agreements, managing performance metrics, and escalating non-compliance issues. Crucially, it enhances customer satisfaction, fosters loyalty and fuels the accomplishment of strategic business objectives.
Level 1: Emerging
At a foundational level you are learning to recognize the key service standards agreed with clients and tracking basic performance data within your accounts. You support routine reporting and raise simple concerns to your manager when service expectations are not met. By doing this, you help build trust and ensure client needs are noticed early.
Level 2: Proficient
At a developing level you are learning to review basic service performance against agreed standards within your accounts. You can identify possible issues and raise these with your team or manager, helping to keep clients informed and expectations clear. Your efforts support stronger client relationships and contribute to reliable account outcomes.
Level 3: Advanced
At a proficient level you are consistently tracking service levels against client agreements and taking timely action to address gaps or issues. You interpret performance data to spot trends and collaborate with clients and internal teams to resolve concerns. This proactive approach helps maintain client trust and supports account growth.
Risk Management (Accounts)
Risk Management (Accounts) is the proficiency in identifying, analyzing, and addressing potential risks in account management. These may include financial risk, credit risk, or operational risk, specifically within the context of client account handling. It guides strategies to mitigate possible negative effects, thus ensuring client satisfaction and financial stability.
Level 1: Emerging
At a foundational level you are aware of basic risks that may affect client accounts, such as late payments or missing information. You follow established procedures to report or escalate issues when you notice them. By doing this, you help protect both the client relationship and the organization’s interests from simple, preventable problems.
Level 2: Proficient
At a developing level you are beginning to recognize common risks in managing client accounts and can flag issues such as late payments or changes in client activity. You seek guidance when analyzing these risks and help implement basic steps to minimize their impact. Your actions support the team’s efforts to maintain account stability.
Level 3: Advanced
At a proficient level you are able to independently identify and assess risks within your client accounts, including financial, credit, and operational risks. You take prompt action to address issues and use established processes to reduce potential impact. Your approach protects both the organization and client relationships, helping maintain stable and successful accounts.
Relationship Management
Relationship Management is the ability to foster and maintain professional rapport with key stakeholders within an account. This involves understanding clients' needs and aligning them with our services to assure mutual satisfaction. Successful Relationship Management drives account retention, growth, and client loyalty.
Level 1: Emerging
At a foundational level you are beginning to build rapport with clients and colleagues by communicating in a polite and professional manner. You seek to understand client needs by listening carefully and asking questions when you are unsure. Your ability to form reliable working relationships sets a positive tone and supports effective account management.
Level 2: Proficient
At a developing level you are beginning to build positive relationships with clients by understanding their basic needs and responding promptly. You seek guidance to address more complex situations and use feedback to improve your approach. Your efforts help support account stability and set the foundation for stronger client trust over time.
Level 3: Advanced
At a proficient level you are able to build and maintain strong relationships with key stakeholders, understanding their business needs and responding with relevant solutions. You communicate clearly and follow up consistently to ensure client satisfaction and trust. This results in sustained account retention and contributes to opportunities for growth.
Issue Escalation (Accounts)
Issue Escalation (Accounts)' is the ability to swiftly identify and elevate account-related conflicts or problems for resolution. This involves understanding the nature of the issue, prioritizing its urgency, and communicating effectively with relevant decision-making parties. Impact lies in maintaining client satisfaction and preventing potential financial losses.
Level 1: Emerging
At a foundational level you are able to recognize when account issues need attention and bring them to the notice of your manager or relevant team members. You follow clear steps to share basic details and understand when escalation is necessary. This helps protect client relationships and supports timely problem-solving within your team.
Level 2: Proficient
At a developing level you are able to recognize account-related issues that need escalation and bring them to your manager or relevant team members for advice or resolution. You explain the issue clearly, providing essential details to help others act quickly. This helps to minimize disruption for clients and supports a smooth handover to more experienced colleagues.
Level 3: Advanced
At a proficient level you are able to recognize and escalate account issues promptly, using clear judgment on urgency and impact. You communicate the situation and required actions to the right people, ensuring nothing gets missed. This helps maintain client confidence and protects your organization from potential losses.
Executive Alignment
Executive Alignment is the adeptness to establish and maintain influential connections with key executives within a client's organization. This involves recognizing and understanding their priorities, challenges, and values. The impact of this capability is reflected in solidifying strategic collaboration, aligning business objectives, and enhancing account relations for optimal customer satisfaction and growth.
Level 1: Emerging
At a foundational level you are beginning to identify key executives within client organizations and seeking to understand their business roles. You learn about their priorities and challenges through guidance from colleagues or available information. This helps you support your team in building relationships that contribute to stronger account outcomes over time.
Level 2: Proficient
At a developing level you are starting to build relationships with key executives in client organizations, showing an understanding of their main business goals and concerns. You begin to include their priorities in your account plans and communication. This helps strengthen trust and positions you to better support both your client's and your organization’s objectives.
Level 3: Advanced
At a proficient level you are able to build and maintain strong relationships with key executives in a client organization, showing a clear understanding of their business goals and concerns. You use this insight to align your account strategies and proposals to their priorities. This builds trust, drives collaboration, and helps position your organization as a valued partner.
Account Forecasting
Account Forecasting is the ability to predict future trends and possible challenges within account management. This capability involves analyzing financial data, understanding industry trends, and anticipating customer needs to ensure the account's profitable growth. Its impact drives strategic decision-making, minimizes financial risks, and increases customer satisfaction and retention.
Level 1: Emerging
At a foundational level you are beginning to recognize basic patterns in account data and follow guidance to support simple forecasting activities. You contribute by gathering information and assisting more experienced colleagues to identify upcoming needs or potential issues within accounts. Your careful attention helps your team make informed decisions and maintain positive client relationships.
Level 2: Proficient
At a developing level you are beginning to use available account data and industry information to make simple forecasts about your accounts. You contribute to team discussions on future trends and challenges, relying on guidance from others. Your efforts help the team start identifying opportunities and potential risks early.
Level 3: Advanced
At a proficient level you are able to accurately forecast account performance by analyzing financial data and relevant market trends within your accounts. You apply your insights to anticipate customer needs and identify potential risks or opportunities. This enables you to support strategic planning and drive profitable growth for both the client and your organization.
CRM Account Maintenance
CRM Account Maintenance is the continuous process of managing and updating client records within a Customer Relationship Management (CRM) system. It's a key capability set in Account Management, allowing precise tracking of customer interactions and transactions. Effective CRM Account Maintenance can underpin successful relationships, enhance client satisfaction and drive overall account growth.
Level 1: Emerging
At a foundational level you are able to accurately enter and update basic client information in the CRM system as part of regular account management. You follow established processes, ensuring client records are current and complete. This helps your team maintain reliable client data and supports positive, consistent client interactions.
Level 2: Proficient
At a developing level you are able to update and maintain basic client records in the CRM system with guidance. You follow established processes to record customer interactions and help keep account information accurate. Your efforts support more senior team members in managing client relationships and help ensure key details are not missed.
Level 3: Advanced
At a proficient level you are confident in maintaining and updating client records within the CRM, ensuring information is accurate, current and detailed. You proactively spot and resolve discrepancies, helping colleagues rely on the system for thorough account knowledge. This consistency supports strong account management practices and helps build positive client relationships.
Contract Renewal Management
Contract Renewal Management is a critical function that improves client engagement in Account Management. This includes keeping track of deadlines, negotiating terms for renewal, and maintaining a clear line of communication with clients. Execution of this capability ensures client satisfaction, loyalty, and long-term revenue sustainability.
Level 1: Emerging
At a foundational level you are learning to keep track of contract renewal dates and follow basic processes to ensure nothing is missed. You support more experienced colleagues by updating records and passing on client questions promptly, helping the team maintain strong client relationships. Your attention to detail helps reduce errors and build trust with clients.
Level 2: Proficient
At a developing level you are beginning to track contract renewal dates and assist with the preparation of renewal documents under guidance. You communicate with clients about upcoming renewals, seeking support as needed, and start to observe how negotiations are managed. This helps you build confidence and contribute to positive client experiences within the account management process.
Level 3: Advanced
At a proficient level you are able to independently manage contract renewals, tracking deadlines and preparing proposals that align with both client needs and company objectives. You proactively communicate with clients to clarify terms, address concerns, and negotiate favourable outcomes. This ensures continued client satisfaction and strengthens long-term relationships.
Commercial Negotiation
Commercial Negotiation is a crucial capability within Account Management. It involves utilising strategic thinking and sharp business acumen to negotiate contracts which maximize profit and foster long-term client relationships. Its impact lies in driving sustainable company growth while ensuring customer satisfaction and loyalty.
Level 1: Emerging
At a foundational level you are learning to support basic commercial negotiations by following established processes and seeking guidance from more experienced colleagues. You assist with preparing contract documents and gathering information relevant to client needs within an account management context. This helps build your understanding of negotiation principles and supports team outcomes while developing your skills.
Level 2: Proficient
At a developing level you are starting to contribute to the commercial negotiation process by supporting more experienced colleagues and learning to identify key terms and business priorities. You assist in preparing for negotiations and may handle low-risk or straightforward discussions with clients. Your efforts help build your confidence and lay the groundwork for stronger client relationships.
Level 3: Advanced
At a proficient level you are able to confidently negotiate commercial terms that balance both company and client interests. You identify opportunities to create value in deals, and resolve objections with practical solutions that build trust. Your negotiation skills help secure profitable contracts and strengthen long-term client partnerships.
Client Needs Analysis
Client Needs Analysis is the methodical evaluation of a customer's requirements within the context of account management. This capability involves discerning, anticipating and monitoring the needs and expectations of clients to provide personalized service strategies. The impact of successfully mastering this capability can lead to increased client satisfaction, loyalty and account growth.
Level 1: Emerging
At a foundational level you are learning to recognize and record basic client needs within your accounts, often guided by more experienced colleagues. You gather and share straightforward information to support team decisions about service delivery. This helps you start building positive client relationships and understand how meeting needs benefits both the client and the business.
Level 2: Proficient
At a developing level you are beginning to identify and understand your clients’ key needs through basic questioning and active listening. You seek guidance from more experienced colleagues to clarify client expectations and adapt your approach as needed. This helps you provide more relevant service and support stronger client relationships in your accounts.
Level 3: Advanced
At a proficient level you are able to independently assess and interpret client needs within the scope of account management, using a structured approach. You recognize patterns and anticipate changes in client requirements, ensuring solutions are tailored and timely. Your actions help strengthen client relationships and support consistent account growth.
Client Advocacy
Client Advocacy is the ability to represent the client's interests within the context of account management. This entails understanding client needs, communicating these effectively within the organization, and ensuring their fulfillment. The consequential impact of this capability results in improved client satisfaction and stronger, more productive business relationships.
Level 1: Emerging
At a foundational level you are learning to recognize and understand client needs, asking questions to clarify their requirements in account management settings. You share these needs with your team clearly and check for understanding. Your efforts help build trust with clients and support stronger working relationships from the outset.
Level 2: Proficient
At a developing level you are beginning to identify your clients’ core needs and communicate these to relevant colleagues within your team. You seek support to understand the best ways to advocate for your clients and make sure their expectations are clear. As a result, you contribute to building trust and helping your team meet client needs more consistently.
Level 3: Advanced
At a proficient level you are adept at representing your client’s needs within your organization, ensuring their priorities are well understood and clearly communicated to relevant teams. You collaborate effectively to address client expectations and follow through to see commitments are met. This builds trust with your clients, resulting in stronger, long-term business relationships.
Account Review Facilitation
Account Review Facilitation is the capability to systematically assess account performance and customer satisfaction. This requires knowledge of industry standards, analytical skills, and attention to clients' feedback. A robust facilitation promotes proactive problem-solving and continuous improvement, impacting client retention and revenue growth positively.
Level 1: Emerging
At a foundational level you are able to support routine account reviews by gathering basic performance data and listening to client feedback. You follow clear guidance from others, helping to prepare materials or record discussion points during review meetings. Your work helps more experienced team members address issues and maintain positive client relationships.
Level 2: Proficient
At a developing level you are beginning to assist in the preparation and facilitation of account reviews by gathering relevant data and listening to client feedback. You rely on guidance from others to identify issues and suggest simple improvements. Your efforts help your team respond more effectively to account needs and build trust with clients.
Level 3: Advanced
At a proficient level you are able to independently lead regular account reviews, using data and client feedback to assess performance and identify areas for improvement. You actively involve stakeholders to ensure a balanced view and practical outcomes. Your balanced approach helps strengthen client relationships and supports ongoing business growth.
Account Planning
Account Planning is the strategic process of managing and optimizing client accounts. It entails a deep understanding of a client's needs and objectives, and the development of tailored solutions to generate growth and enhance client satisfaction. Effective account planning can significantly improve customer retention and foster long-term relationships.
Level 1: Emerging
At a foundational level you are learning to understand your client’s business and needs by gathering basic information and observing customer interactions. You follow established account planning processes under supervision, starting to contribute ideas and support team activities. This helps you build confidence and lay the groundwork for positive client relationships.
Level 2: Proficient
At a developing level you are beginning to contribute to account planning by gathering client information and supporting more experienced colleagues in creating action plans. You recognize client needs and help to identify opportunities, but rely on guidance to shape solutions. Your efforts support stronger client relationships while you continue to build your confidence and skills.
Level 3: Advanced
At a proficient level you are able to develop and execute detailed account plans that address each client’s specific goals and challenges. You confidently collaborate with clients and internal teams to propose effective solutions and monitor progress. Your approach consistently drives client satisfaction and supports the long-term growth of key accounts.
Account Growth Strategy
Account Growth Strategy is a strategic approach towards enhancing the value and strength of existing client relationships. It involves identifying long-term profitability potential, devising targeted solutions, and empowering teams to meet and exceed client expectations. Successful implementation impacts revenue growth, solidifies customer loyalty, and improves overall account management performance.
Level 1: Emerging
At a foundational level you are learning how to recognize opportunities for account growth within existing client relationships. You support more experienced colleagues in gathering client information and help identify basic areas where value could be added. Your contribution lays the groundwork for stronger client connections and contributes to the broader goals of your account management team.
Level 2: Proficient
At a developing level you are beginning to contribute ideas for growing client accounts and supporting more experienced colleagues in strategy discussions. You help gather and analyze account information to spot basic growth opportunities. By doing so, you start to build your confidence in creating value for clients and supporting your team’s goals.
Level 3: Advanced
At a proficient level you are able to analyze client needs and spot opportunities to grow each account. You develop tailored plans that align with both client goals and business priorities, working with others to deliver results. Your actions help secure client loyalty and contribute to sustained revenue growth for the organization.
