Course Highlights

Here are some of the highlights for this course.

  • No application process, no pre-requisites, open to anyone

  • Learn at your own pace using a computer, tablet or smartphone

  • Take up to 90 days to complete the course

  • Receive a certificate of course completion and digital badge for successfully completing the course which can be shared on social media (e.g. LinkedIn, Facebook, Twitter), downloaded as a PDF, or even embedded in an email signature

About this Course

In this course you will learn the basics of account management and the role of an account manager as the designated point person for clients/customers. 

Topics covered include the role and responsibilities of an account manager, how to maintain positive relationships with clients, importance of proactive account management, overview of creating and maintaining records, and how to upsell and cross-sell to clients. 

Review the course curriculum below to see the topics covered.  

Learners who successfully complete the course will earn a digital badge and certificate of course completion that can be downloaded and shared via social media. 

You will have access to the course for 90 days to work through the content.

Course curriculum

  • 1

    Welcome to the course!

    • Before we begin...

    • Welcome and Course Information

    • Course Navigation

    • Learning Objectives

  • 2

    Lesson 1: Introduction to Account Management and Record-Keeping

    • Lesson 1: Learning Objectives

    • Lesson 1: Introduction

    • Key Terms and Concepts

    • What is an account manager?

    • How is account management different than customer service?

    • Primary responsibilities of an account manager

    • What is record-keeping in account management?

    • Records management

    • Actions involved in record-keeping

    • Why is record-keeping important?

    • Governance, Risk and Compliance (GRC)

    • Legally-required documents

    • Not legally-required documents

    • Proof of sales, payments, and expenses

    • Lesson 1: Summary

    • Lesson 1: Quiz

  • 3

    Lesson 2: Identifying and Researching Key Accounts

    • Lesson 2: Learning Objectives

    • Lesson 2: Introduction

    • Identifying key accounts

    • Determining goals

    • Determining metrics

    • How to determine if your client is high-profile

    • Exercise on determining if a client is high-profile

    • Exercise on determining if a client is high-profile (continued)

    • Where to gather information – sales records and credit information

    • Where to gather information – determining purchasing power

    • Where to find information – customer Interviews

    • Where to find information – trade shows

    • Where to find information – trade shows (continued)

    • Where to find information – trade magazines and near-peer searches

    • Where to find information – the internet

    • Lesson 2: Summary

    • Lesson 2: Quiz

  • 4

    Lesson 3: Relationship-building

    • Lesson 3: Learning Objectives

    • Lesson 3: Introduction

    • Key Terms and Concepts

    • Why is it essential to build good relationships with customers?

    • How to build customer relationships

    • How to personalize interactions with customers in key accounts – names

    • How to personalize relationships with customers in key accounts – history

    • How to personalize relationships with customers in key accounts – going the extra mile

    • How to personalize relationships with customers in key accounts – positive language

    • How to exceed customer expectations

    • How to show customer appreciation

    • How to handle negative feedback

    • How to handle negative feedback

    • How to look for ways to contact customers – personalized emails

    • How to look for ways to contact customers – Canadian Anti-Spam Legislation (C.A.S.L.)

    • How to look for ways to contact customers – cards

    • How to look for ways to contact customers – invite them to follow the company blog

    • How to look for ways to contact customers – share posts on social media platforms

    • How to look for ways to contact customers – small gifts

    • Lesson 3: Summary

    • Lesson 3: Quiz

  • 5

    Lesson 4: How to be Proactive with your Customers

    • Lesson 4: Learning Objectives

    • Lesson 4: Introduction

    • Types of customer service interactions

    • What does it mean to be proactive?

    • The importance of trust

    • 7 ways to earn trust

    • A closer look at the 7 ways to earn trust

    • Ways of communicating to be proactive

    • Scheduling regular check-ins

    • Understanding your customer’s needs

    • Understanding documentation needs

    • How to onboard your client

    • Lesson 4: Summary

    • Lesson 4: Quiz

  • 6

    Lesson 5: Selling

    • Lesson 5: Learning Objectives

    • Lesson 5: Introduction

    • Key Terms and Concepts

    • The 7 C’s of selling

    • Authority to buy

    • Selling strategies

    • SWOT Analysis

    • Consultative selling

    • The PULSE Model of consultative selling

    • How to stay current with industry needs

    • How to gather technical information

    • What is upselling?

    • How to upsell

    • Lesson 5: Summary

    • Lesson 5: Quiz

  • 7

    Next steps

    • You're Almost Done

    • Before you go...

Course Author

Course Author

Renée Gendron

Renée Gendron is principle/owner of Vitae Dynamics. She extends business consultation services to SMEs to help them develop their ecosystem, develop resources, and prosper. She also extends custom workshops to develop skills, leadership, and conflict resolution abilities. She is keenly interested in larger economic processes and systems, and facilitates an online course on social entrepreneurship for Sault College.

Reviews (coming soon)