Good relationships are the foundation for good business.
Experts are needed to help us build a solid foundation and nurture and sustain relationships.
Who are the relationship management experts? Account managers.
Account managers are liaisons between your company and clients and establish a trusting relationship with them.
They have a crucial role and it is no surprise that they are paid an average base salary of 75,128 USD.
Here are some interview questions for account managers to help you prepare if you are looking for your next job.
You can also simulate an interview to reflect on your experience and provide relevant examples to show that you are a good match.
Let’s start, without further delay.
Introduction Interview Questions and Answers: Account Manager Role
1. Why did you apply to this job?
I love client service and am passionate about working with clients. I enjoy working with other businesses to offer value-based solutions.
With my extensive experience in account management, I feel confident that I can bring more clients to the company.
2. Why did you choose us?
Your company provides unique, data-driven and value-based solutions. I would like to contribute to such innovative and exciting projects.
Before applying for the job I spoke to some of your employees and all gave positive feedback on the company’s culture.
3. What are your long-term objectives for our company?
I would like to be able to manage the top five clients of your company, and to acquire relevant skills and certifications that will help me and my company grow. I also want to contribute to the success of the company.
4. Are you familiar with managing accounts for smaller agencies?
Yes, I have x years of experience in account management working in three different industries.
5. Do you know the industry we work in?
Since ‘x’, I have been an account manager for a digital marketing company.
6. What industries have you previously worked in?
I have experience in marketing, ecommerce, and entertainment.
7. What are the characteristics of a great account manager?
A successful account manager must understand value-based selling and have exceptional communication skills (including active listening), leadership, and problem-solving capabilities.
8. Please describe briefly your past team experience.
Working with many teams has been a great experience. I’ve learned how to build strong professional connections.
A positive attitude and focusing on the teamwork can help keep work pressure at bay and give you a sense belonging. With the support of your team, it can instill confidence to reach goals.
Role-specific Interview Questions and Answers
9. What do you plan to do right away after starting work?
I will begin by familiarizing myself with the company’s workflow, protocols, as well as the clients. Next, I will gather information about my clients to help me analyze the project requirements.
After I have assimilated all data, I will introduce myself to clients and establish a communication channel. I will also review the revenue and sales reports in order to set and track new targets.
My goal is to create new business opportunities for existing and potential clients, and to resolve any conflicts.
10. We would love to hear about your favorite account.
The management startup was my favorite account from the previous company. The client was friendly, responsive, prompt in payment, and approachable.
They clearly communicated their needs and provided open-ended timelines, as long as they received high quality products in return.
11. What are your steps to build strong relationships with key clients
Through social media channels like Facebook, Twitter, LinkedIn and Twitter, I am able to connect with clients. I make sure that I respond promptly to clients’ messages.
I am empathetic and keep in touch with my clients via phone calls, social media or WhatsApp.
12. Which communication method do you prefer: in-person, by email, or over the phone? Why?
In-person communication is my preference because it allows me to communicate in a more transparent way. A good impression is made by body language. Communication in person is also a great way to clarify doubts quickly, rather than waiting for an email or callback.
13. What are your options when you fall behind in meeting your revenue targets
Before I check in with clients, I take a look at my progress and note any differences. We can offer additional services or exclusive deals if necessary to meet revenue targets.
I also reach out to clients who haven’t used our services for six months. Next, I ask about their business challenges and then mention how our new services could help.
Interesting read: Social Media Tips to Increase Brand Awareness
14. How do you approach building customer relationships?
Empathy and open communication are key qualities. Our clients and our team will stay on the same page by being active listeners and communicating expectations.
Depending on the conversation style of my client, I may ask about their hobbies and interests. It’s a great way to make a lasting impression by sending appreciation emails.
15. Which client complaints experience do you have?
Past clients complained that the services were too expensive or slow. I speak to them, resolve their concerns and explain how value-based services can benefit businesses.
Transparency is key to the success of your project. We can discuss the time it will take to complete the project and the resources required.
Our goal is to get the client on the same page with our company. Although our product or service might be more expensive, it will still provide a higher ROI.
16. How can you manage multiple client accounts simultaneously?
To manage multiple clients I prioritise all tasks and organize my schedule. CRM tools are also used to track everything. I assign client tasks based upon their expected response time and potential revenue. The long-term clients tend to be accommodating. These clients can be leveraged if I have a tight schedule.
17. How can you close a client?
I collect all relevant information about my client, including their business, workflow problems, and how our services could be of value to them.
Next, I check if the client uses any other services. I then assess the client’s revenue-generating potential, and prepare the quotation accordingly. The quote must be both competitive and within the company’s budget.
After gathering all information, I call the client to discuss how our services could be of benefit and value for their company.
Some clients return with revision requests and additional questions. My job is to answer all their questions and clarify any doubts.
18. What have you done to please a dissatisfied client in the past?
In one instance, a client had some issues with a marketing campaign. I offered my condolences to the customer, and listened to their concerns to find a solution.
After discussing the matter with management, we offered a 10% discount and coordinated with development to ensure that the product was delivered on time.
19. Let me know about your upselling process to existing clients.
It’s much easier to sell to an existing client, than it is to sell to a brand new one. We have direct access to the contact of the client, and the client knows the quality our work.
I speak to clients who are still with me and ask them questions about their goals and current challenges. Once I have a clear understanding of their concerns, I can offer relevant services to address them.
Asking clients for feedback about our services is another upsell strategy I use. I can also discuss with them other products or services that might be of benefit to them.
20. How do you take a client onboard?
To understand the client’s needs, I first talk to them. I then follow up with work samples and quotes according to their budget. We then negotiate the price and sign off on it.
Next, we will forward the NDA to the client and the SLA. After the terms and clauses have been agreed on, we will receive the signed contract.
After the client has been onboarded, I will discuss the project with each team member and review the delegated tasks.
21. Are clients required to have a quarterly review of their business?
Yes, it is important to have quarterly reviews with clients. This keeps everyone updated and allows for better communication.
22. What lessons did you take from your previous job?
Every organization teaches you valuable lessons and offers plenty of growth opportunities. My former company was data-driven and I gained new insights into data use for business generation.
23. Which project would you prefer to work with? Are you looking for challenging or established projects? Why?
To use my skills and create products or services that are meaningful, I enjoy challenging projects. I feel fulfilled when I make a difference in the company’s growth by providing value-driven projects.
24. What is a successful project?
When the client achieves their campaign goals through the project delivered, it is a successful project. Even better is a project that performs better than expected.
25. Which was the most challenging thing about your previous job?
The biggest challenge came when the client stopped communicating with us. It was hard to figure out what was wrong because there was no communication. We kept in touch with the client via email for several weeks, until finally we received a reply.
26. Have any of your ideas in previous roles resulted in positive changes in the workplace?
Yes, I suggested some changes to the workspace design and implementation of deadlines, which resulted in increased productivity for the team.
27. What should the company’s main focus be? Getting new clients or more business from current clients?
Both should be. The company’s backbone is its existing clients, while new clients increase the company’s strength.
Existing clients are the ones who provide the most revenue for the business. New clients, on the other hand, help with expansion.
Focusing on both clients and using specific strategies can result in higher revenue.
28. Please tell me about your client portfolio in your previous job.
In my previous firm, I managed three key accounts. My contribution resulted in a 10% increase of recurring revenue during the last financial year. Three retainer SMB contracts were also purchased by me.
Questions to Assess Your Situational Awareness
29. Let me know about a time when you made a mistake and lost a customer. What was your reaction?
A miscommunication led to the incorrect quotation and my previous team lost a client. I’ve learned how to accurately assess the requirements of customers and consult my senior colleagues if I have any questions.
Account managers must be able to clearly understand the customer’s requirements and meet their expectations. If the client has a question, I’m not afraid to ask.
30. What do you do when a client asks you to call them three years later because they are busy?
This request may appear to suggest that the client doesn’t care and that there isn’t any acquisition potential. We can still call the client after three month, but we will ask permission to email them occasionally, especially regarding service discounts.
It is rare for a client to say no to emails that could help their business. It may take some time to find such clients but it is worth it.
31. What can you do to deal with customer feedback about your products or services?
For business development, client feedback is essential. I take note of their feedback and work with the departments involved to make any necessary changes to improve our product.
Delivering value-based products requires customer-centricity. Client feedback is an effective method of improving the deliverables.
32. How do you handle conflict among members of your team
I will speak to both members and determine the root cause of the disagreement. It is important to be objective, as bias can make the problem worse. I will find a solution so that the conflict does not resurface.
33. Please tell me about a time that the client refused to pay.
Although this is not a common occurrence, there was one client who refused to pay after receiving the invoice. Client assumed our project was a free trial, while the work was paid.
Evidently, the previous executive had resigned before the finalization of the deal was completed. The executive who took over didn’t know about the prior communication. The miscommunication caused revenue loss.
It’s best to only start working after you have completed the project details in writing or by email.
34. What would you do if a client suddenly stops communicating with you?
Unresponsiveness in clients could be due to many reasons. It is important to identify the problem.
To determine the reason for the radio silence, I will look at the previous communication. I will also continue to communicate with the client via regular emails. To schedule a meeting, I might also send them an invitation to the calendar.
35. What can you do if you miss your deadline?
I keep track of the progress of all my projects. If I see a project taking longer than expected, I contact all departments to determine the cause. We calculate the delivery date and notify the client of any revisions.
I assist in the development of a plan for action to speed up product delivery. In order to monitor its progress, I work with my team.
36. What are your thoughts on cold calling?
Cold-calling can give you insight into the performance of your products and potential problems. This allows you to attract leads for your sales funnel. This is a great opportunity to train sales reps to learn how to generate leads.
37. How can you handle indecisive clients
Clients who are indecisive need solid data to make informed decisions. I make sure that I have all the facts I need to improve our company’s performance. I provide all details to the client and answer any questions they might have.
38. What would you do if you were approached by two competitors simultaneously?
I will choose a client who is more in line with my company’s vision and expertise. If we have worked together before, I will consider their past behavior.
39. How can you prepare for your first meeting with a client?
Before meeting with clients, it is important to get to know the business. I have learned about the company’s values and what their problems are.
I check the business pages of my clients on social media, particularly LinkedIn. To build rapport, I look for common points.
40. Which is your favorite project?
My favorite project was a bootstrapped venture within the health and fitness industry. This client was my client for over a year. I provided support and documentation for their franchisee business, as well as franchising documentation.
After opening their first franchisee within a year of the lockdown period, they were funded by VC.
41. Let me know about your experiences with CRM software.
CRM software tracks all communications and gives a complete view of clients and projects.
I’m data-driven and love software that makes me more productive. I have used multiple CRM softwares, such as Zoho CRM to manage contacts, create reports, log calls, and set reminders.
42. Are you familiar with creating sales reports?
In my previous job, I was able to generate numerous sales reports. I have used sales reports to monitor our team’s performance, progress, and revenue. These resorts can be used to optimize sales cycles and create sales strategies. They can also help monitor pipelines and do business forecasting.
43. How do you deal with a demanding client?
It is essential to know the priorities of each client before you can handle them. It is best to get the client’s approval before the start of the project. To keep clients informed about the progress of the project, I prefer to provide timely updates.
Particularly for aggressive clients, I listen to their concerns before I present my views or answer their questions. Respectful behavior, such as not interrupting the client, is an example of being patient. It also allows you to get to know the client’s needs.
44. Do you have any questions?
Yes, I’d like to learn more about your retainers program as well as the social media campaign you just launched.
Interesting read: 10+ ways small businesses can improve customer retention
The core function of an account manager is to increase business through existing clients and new ones. Account managers increase client revenue and retention through long-term partnerships that provide customized solutions for clients.
These senior accountant interview questions and responses will help you prepare for your interview. These interview questions can vary depending on your work experience and professional expertise.
Do your research to find out what the employer wants. Employers will be impressed by your leadership qualities and confidence.
Remember to use the right tool like SocialPilot to increase your client’s social media presence. Get it today for free.
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