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Additional Posts in Account Management
Hi AMs, Cramer (experiential marketing agency) is hiring for Account Directors and Account Managers. In office 3 days a week. Links below to the job openings!
Account Director (Hybrid) https://www.linkedin.com/jobs/view/3044834981 Account Supervisor (Hybrid) https://www.linkedin.com/jobs/view/2998231407 Account Manager (hybrid) https://www.linkedin.com/jobs/view/3047386705
How long were you an SAE before promoting to AS?
Go home pharma job titles, you’re drunk.
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Just like in any service industry, you have to want to help your clients. Uncover what is truly the source of their worry and solve it. You will have clients for life when they know you care and want to bring solutions to any issues they have. Think about why you let Amazon track you. You want them to know you, anticipate your needs and maybe show you new things to make your life easier (ideally). That’s what our client service practice is all about. Don’t let your personality disposition keep you from excelling at bringing a level of service you can be proud of.
Thanks so much! What a meaningful response. I definitely want to provide excellent service to my clients and build meaningful relationships. Why is it so difficult sometimes to let our own insecurities get in the way?
I've found that spending as much time as possible on site relating to clients on a business and personal level helps to break down the disconnect remote work causes. It helps to establish trust and makes us both more comfortable with each other.
This is helpful. I know that connecting with people is something we can all improve at, and I want to. I enjoy my job and want to make other people feel comfortable. These are tangible ideas I can try. Thanks!
I don’t think introversion is a problem. Introverts can be awesome account people - it just may mean you’re more tired at the end of the day because you don’t get energized from group settings (even virtual group settings).
But not being a “people person” is worth evaluating. If you’re talking an April Ludgate/Ron Swanson-esque approach to working with other people… you might not want to work in Account Management. You don’t have to be Leslie Knope, but people are a big part of your job, and you shouldn’t hate everything about your job.
If you’re just a bit shy/nervous and have trouble sharing to connect with other people, be a good listener instead of a sharer. When a client mentions a hobby, a pet, a child, ask about it. Then remember it/write it down - and check in later. “How is [child’s name] doing at their new school?” Or “how is your new [hobby] going?” Your client will appreciate that you cared to remember, and it will start to build a more organic relationship.
It feels uncomfortable because you’re not used to it, and because all of our social skills have eroded over the past two years (not kidding, it’s a real thing: https://www.nytimes.com/2020/09/01/sunday-review/coronavirus-socially-awkward.html) Like anything else, it will get easier with practice.
If you’re able, consider talking to a doctor or therapist and asking about different ways you can help build the skill sets you need. Talk therapy, CBT, social effectiveness therapy, social skills training… there are a lot of different methods available if you want to try something.
It's a balance for sure! It takes a while for me to warm up to people and even then I'm not the hugging or sharing type.
What does work for me is the small talk to create feelings of trust and friendliness. Sharing a few personal nuggets here and there, remembering something the client mentioned and asking about it next time I speak to them, smiling a lot, empathizing when I have to say no or deliver a tough message. Asking for advice on a small matter.
I like LinkedIn learning a lot, as it's a shorter duration and can easily be fit into the work day. The most successful search terms for me were building rapport. You can also see if there's a local Toastmasters club, or professional networking group.
This is a skill that you will just have to practice to get better and it gets easier with time. Do you have a mentor, best friend, or someone you can trust to do some role playing with and get feedback?
Some of my go-to topics include a relevant to them headline and get their opinion, ask if they have any exciting plans, how their vacation was, recommendation for something, bringing up an item from their newsletter, congratulating them on a big project they got, or an accomplishment.
As for being in your head too much, I give myself a time limit if it's appropriate. At first, I determine why I am feeling that way and either explore why, or dismiss it until later. Do I feel insecure, frustrated, unprepared, etc? I love solving problems and view everything as a learning experience to be a bit better every day.
Sorry for the long post, I didn't realize how much knowledge I had 😅. If you ever need to bounce ideas off a neutral third-party, or want more resources, my DM'S are open.
Is there a reason why you want to stay in account management? Being an introvert in this role I would imagine has a lot of limitations. Our number one job is relationship building (internally and externally). I am not saying it isn’t possible but if you feel like you are swimming upstream all the time, you may be happier in the long run with an internal role like project management.
Thank you. I will keep that in mind. I enjoy the position, and I'm great at managing the business side of things. However, I feel like I need to grow on the relationship-building side. I'm great at building close relationships outside of work, but I need help with small talk and often feel awkward. So, I would like to grow and remain in the role, but it might be helpful to keep project management in mind (just in case).
just be honest and humble. lead with the truth, it’s ok to be introverted.
your skills are always on display
Thanks, that's really encouraging.
Extraverting / socializing is a skill just like anything else. Rest assured, you can develop it!
You just need a little dose of “fake it til you make it.”
Some of the deepest introverts on my team have developed awesome relationships with our clients and no one would believe they are actually introverts at home.
How they’ve done it:
1. Smile. Smile often.
2. Ask three questions about the other person before you allow the conversation to be about you / the work.
3. Professionalism and pleasant appearance - clothes / hair / body posture / intention in your look, regardless of style, matters
4. Record your conversations and listen to yourself after the meetings / phone calls. Do you sound happy? Would you be impressed if you were talking to you?
5. Make eye contact when they are talking. Nod your head and smile. Repeat back what you thought you heard them say.
If on zoom, make eye contact with the camera lens and do the same thing…. Validate them!
6. Everyone’s favorite subject is themselves. Let the conversation be about them!
7. Encourage people. Give them compliments about their ideas. Or “I really like those glasses!” Or “you have a really cool office!” Or “I bet you’re a really fun mom” or “thank you for a great conversation”
8. Make small talk (yes this is painful for Introverts, but it’s easy to hack). Talk about the weather or look up how their sports team did last night and say things like “I heard the Cardinals pulled out a win!” (You don’t have to be in the know about sports, they’ll do the rest of the talking”. Or make it about music / what new restaurants they’ve tried, their weekend plans, their kids hobbies, their recent vacation or whatever you can find that they are interested in. Be genuinely curious!
9. Follow up with emails that thank them for their time and the great conversation. Don’t be afraid to use positive language or punctuation to show excitement. Smile while you type.
10. Best thing overall - find 3 people you work around who are good at people skills. Study them. Write down what they do in meetings. Mimick them, and even take them to lunch to ask their advice.
Cheers to you for being humble and self-aware about the feedback you’ve received. This is a skill you can absolutely develop and master so that it no longer has power over your path to success!
You got this!
Wow, thank you so much. I feel like I've just found my new rule book for life. Thanks so much for taking the time to share these tips and how to implement them a bit. I really appreciate it and honestly plan to print them out and keep them easily accessible for when I need a pep talk. I want to grow in this area because I really love my job and want to do a better job of connecting with people. Super appreciate it!
Small talk is over rated. Start by asking people questions like where were you before this role? People love talking about themselves. Comment and connect with something they say or simply enjoy the story. You can quickly learn a lot about people and what makes them tick. Questions like this are far more successful at building relationships than small talk.
There's nothing with being an introvert. However, by the nature of your work you have to open up a little bit. Pick up your own pace and don't mind the negative feedbacks. Just work on it little by little. Surround yourself with people you are comfortable to interact. Start be in a crowded place and just observe. Sometimes, introverted person are more likely to understand clients because they know how to listen. use it to your advantage.
Honestly… faking it, until it’s become natural. I used to be super shy and got a similar feedback earlier in my career. Now I feel pretty comfortable being outgoing but I do need to recharge the battery by being alone after a lot of social interaction. Also try to get to know them as people, what their interest are etc and it’ll be easier to connect
It's so encouraging to hear from someone who has been there, done that, and gotten the T-shirt but still found a way forward. I think letting my guard down and just trying to connect person-to-person will help me a lot. I feel pressure to perform in social situations (work or not), but it doesn't really have to be that way.
You need to find a place where you can be yourself 💜 Being introverted isn’t a negative- but would say that there’s a danger the introvert persona can come across as disinterested or dis-passionate, so find a place you can be you, but also find tools and tricks to ensure you’re not mis-perceived.
Nothing destroys a connection more quickly or conveys your lack of interest than scrolling on your phone and refreshing your feeds. Avoid using your phone whenever possible, especially at events like conferences and parties.
The best company developers I know are introverts, and one of their best traits is that they listen more than they speak. I really feel that these business developers' natural ability for listening has improved how well they match the wants of their clientele with their services.
Although it may seem contradictory to suggest so, the greatest approach to get ready for interactions is to take some time to clear your head and recharge your metaphorical batteries.
Sharing back some personal information about your own life, your family, your interests and hobbies, etc. is important for establishing a genuine connection. As you get to know your client better, relatedness will occur when we engage in activities or conversations that both of us find enjoyable.
It's not enough to simply ask questions and listen to responses in that one instance. You'll need to keep the details in mind for discussions in the future. Asking your client the same question they've already answered for you in a previous conversation is the quickest way to make them feel like just another number.
Don’t look at this as a bad thing. A lot of people you sell to might be introverts and find it easier to relate to you over some loud brash sales bro. Introverts are naturally curious so just ask people questions about their job, company, etc. That info will be valuable to you and it will also remove the pressure of being the only person talking.