Matt Tully

The key to sustainable growth is aligning both customer expectations and internal capacity. Clear communication with both customers and teams is essential to maintaining this balance. As your business scales, so must your internal capabilities, ensuring you maintain quality service while expanding your customer base. Successful growth [which would be a key business objective for the Account Manager] is achieved through a balance of understanding your customers need, whilst managing internal resources, and fostering proactive communication. Active listening is a key when trying to balance multiple customers and internal resourcing / challenges.

Before a first meeting I always connect with the primary attendee via LinkedIn. It shows them I am interested in them as a person and shows I am doing my research. It also shows me how connected they are within my network, are they connected to other customers of mine or worked for previous customers? I will then use LinkedIn to share industry news and events. Keeping it professional. After every meeting I will send an overview with agreed next steps. I find asking the customer when they would like me to follow up is a good way for them to show commitment to the project. It also gives me a way to connect on a personal basis.

LinkedIn is great, if used correctly! When reaching out or sending an invite, always personalise the message! It take a few minutes to say why it would be a good idea to connect, once connected reach out and start a conversation

Building rapport at networking events is hard! Always be approachable and be prepared to walk across the room and say Hi to the person on their own. I’ve always found talking to strangers relatively easy, I’m not an extrovert, but I find I have a genuine interest in getting to know people and making them feel at ease. Not everyone finds this easy to do, so be that person that brings people into the conversation. Once it’s flowing, gentle leave and look for someone else that is on their own! People will remember you and your network will also grow.

Building long lasting relationships with both your immediate contacts [those that buy your services/products] and those in and around that department. It's a fact, people move on, relationships fail. Being sticky in multiple departments and business units will help keep your name visible. Build honest and trustworthy relationships with the business, not just a few individuals.

Express genuine interest in solving their business issues and pain points. Enjoy having conversations [not meetings] Ask them during your conversation if they believe working with you will help resolve some or all of those issues they have shared, remember to ask about timescales and ask why that is important. Once you have timescales you can then plan the relevant following ups, this could be a site visit with another customers, lunch, a webinar or an industry event. When following up, don't be that guy that says...I'm just following up! Have a reason to call, a reason to want to speak. Hey Bob, on our call you said you had an internal deadline to achieve a KPI, how's that progressing? I still believe I can help you meet this!