Key Responsibility Areas (KRAs) & Key Performance Indicators (KPIs) for Account Manager
1. Client Relationship Management
KRA: Building and maintaining strong relationships with clients to ensure satisfaction and retention.
Short Description: Client Relationship Management
- KPI 1: Client satisfaction score
- KPI 2: Client retention rate
- KPI 3: Number of upsell opportunities identified
- KPI 4: Response time to client queries
2. Revenue Generation
KRA: Meeting and exceeding revenue targets through effective account management and sales strategies.
Short Description: Revenue Generation
- KPI 1: Revenue generated per client
- KPI 2: Percentage of revenue growth from existing clients
- KPI 3: Conversion rate of leads to sales
- KPI 4: Average deal size
3. Strategic Account Planning
KRA: Developing and implementing strategic account plans to drive business growth and maximize opportunities.
Short Description: Strategic Account Planning
- KPI 1: Alignment of account plans with company goals
- KPI 2: Number of new opportunities identified through account planning
- KPI 3: Achievement of key milestones in account plans
- KPI 4: Cross-selling and upselling success rate
4. Performance Analysis and Reporting
KRA: Analyzing account performance data and preparing detailed reports for clients and internal stakeholders.
Short Description: Performance Analysis and Reporting
- KPI 1: Timeliness and accuracy of performance reports
- KPI 2: Client feedback on report quality
- KPI 3: Actionable insights derived from performance analysis
- KPI 4: Improvement in client outcomes based on recommendations from reports
5. Customer Success Management
KRA: Ensuring successful onboarding, adoption, and retention of customers by providing exceptional service and support.
Short Description: Customer Success Management
- KPI 1: Customer satisfaction and NPS scores
- KPI 2: Customer onboarding completion rate
- KPI 3: Renewal rate of customer contracts
- KPI 4: Number of referrals from satisfied customers
6. Market and Competitor Analysis
KRA: Monitoring market trends, competitor activities, and industry developments to identify new business opportunities.
Short Description: Market and Competitor Analysis
- KPI 1: Frequency of market trend reports
- KPI 2: Identification of key competitor strategies
- KPI 3: Number of new business leads generated from analysis
- KPI 4: Incorporation of insights into account strategies
7. Team Collaboration and Leadership
KRA: Collaborating with internal teams and providing leadership to achieve common goals and deliver exceptional service.
Short Description: Team Collaboration and Leadership
- KPI 1: Team performance against set objectives
- KPI 2: Employee satisfaction and engagement levels
- KPI 3: Successful resolution of team conflicts
- KPI 4: Recognition and rewards for team achievements
8. Continuous Learning and Development
KRA: Engaging in continuous learning and skill development to stay updated with industry trends and best practices.
Short Description: Continuous Learning and Development
- KPI 1: Participation in relevant training programs and workshops
- KPI 2: Implementation of new skills in daily tasks
- KPI 3: Knowledge sharing within the team
- KPI 4: Feedback from supervisors on skill enhancement
9. Risk Management and Issue Resolution
KRA: Identifying potential risks in account management and proactively resolving issues to maintain client satisfaction.
Short Description: Risk Management and Issue Resolution
- KPI 1: Number of risk mitigation strategies implemented
- KPI 2: Client feedback on issue resolution process
- KPI 3: Reduction in client complaints and escalations
- KPI 4: Prevention of revenue loss due to account issues
10. Technology Adoption and Innovation
KRA: Embracing new technologies and fostering innovation in account management processes to drive efficiency and effectiveness.
Short Description: Technology Adoption and Innovation
- KPI 1: Implementation of new technology tools in account management
- KPI 2: Efficiency gains from technology adoption
- KPI 3: Development and implementation of innovative account strategies
- KPI 4: Feedback from clients on tech-enabled service improvements
