Customer (Key) Account Manager
Purpose
Why is this role needed, what need of the organization does it address, or how is it relevant within the organization?
The Customer (Key) Account Manager is responsible for a successful business relationship. They are the ongoing partner contact for all commercial matters like offers, contracts, invoices, and feedback, and they promote retention and loyalty.
Key Responsibilities
List the essential responsibilities assigned to this role.
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Contractual situation with customer
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Customer data (CRM), including customer profitability
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Understanding of the customer’s business, needs, pains, potential gains, and priorities/timeline
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Clarification of unclear or complex operational requests (tickets)
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Understanding customer satisfaction
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Invoicing exceptions
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Customer escalations
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Ownership and non-technical handling, communication and follow-up coordination of service incidents
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Onboarding of new customers
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Ownership of Customer Projects on the non-technical level
Stakeholders and Key Deliverables
Whom does this role deliver value to, what do they need from this role?
- Finance / Invoicing
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Billing issues clarified, customer pays invoices.
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Profitability per customer, customer segments, potential bigger change in revenue, etc. for budgeting
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- Customer
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Single point of contact for the customer on the non-technical and strategic level.
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- Strategy and Sales
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Documented segmentation of customers based on useful criteria
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Profitability per customer and customer segments
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- Engineers and Product Owners
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Structured and readily available customer and contract information (in ERP)
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Communication and refinement of complex or unclear customer requests
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Documented customer insights
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Customer satisfaction metrics and documented feedback
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Customer (project) representation in value stream teams (for example, Sprint Reviews)
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