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. Before we begin...

    2. Welcome and Course Information

    3. Course Navigation

    4. Learning Objectives

    1. Lesson 1: Learning Objectives

    2. Lesson 1: Introduction

    3. Lesson 1: Key Terms and Concepts

    4. Lesson 1: What is an account manager?

    5. Lesson 1: How is account management different than customer service?

    6. Lesson 1: Primary responsibilities of an account manager

    7. Lesson 1: What is record-keeping in account management?

    8. Lesson 1: Records management

    9. Lesson 1: Actions involved in record-keeping

    10. Lesson 1: Why is record-keeping important?

    11. Lesson 1: Governance, Risk and Compliance (GRC)

    12. Lesson 1: Legally-required documents

    13. Lesson 1: Not legally-required documents

    14. Lesson 1: Proof of sales, payments, and expenses

    15. Lesson 1: Summary

    16. Lesson 1: Quiz

    1. Lesson 2: Learning Objectives

    2. Lesson 2: Introduction

    3. Lesson 2: Identifying key accounts

    4. Lesson 2: Determining goals

    5. Lesson 2: Determining metrics

    6. Lesson 2: How to determine if your client is high-profile

    7. Lesson 2: Exercise on determining if a client is high-profile

    8. Lesson 2: Where to gather information – determining purchasing power

    9. Lesson 2: Where to gather information – sales records and credit information

    10. Lesson 2: Where to find information – customer Interviews

    11. Lesson 2: Where to find information – trade shows

    12. Lesson 2: Where to find information – trade magazines and near-peer searches

    13. Lesson 2: Where to find information – the internet

    14. Lesson 2: Summary

    15. Lesson 2: Quiz

    1. Lesson 3: Learning Objectives

    2. Lesson 3: Introduction

    3. Lesson 3: Key Terms and Concepts

    4. Lesson 3: Why is it essential to build good relationships with customers?

    5. Lesson 3: How to build customer relationships

    6. Lesson 3: How to personalize interactions with customers in key accounts – names

    7. Lesson 3: How to personalize relationships with customers in key accounts – history

    8. Lesson 3: How to personalize relationships with customers in key accounts – going the extra mile

    9. Lesson 3: How to personalize relationships with customers in key accounts – positive language

    10. Lesson 3: How to exceed customer expectations

    11. Lesson 3: How to show customer appreciation

    12. Lesson 3: How to handle negative feedback

    13. Lesson 3: How to receive negative feedback

    14. Lesson 3: How to look for ways to contact customers – personalized emails

    15. Lesson 3: How to look for ways to contact customers – Canadian Anti-Spam Legislation (C.A.S.L.)

    16. Lesson 3: How to look for ways to contact customers – cards

    17. Lesson 3: How to look for ways to contact customers – invite them to follow the company blog

    18. Lesson 3: How to look for ways to contact customers – share posts on social media platforms

    19. Lesson 3: How to look for ways to contact customers – small gifts

    20. Lesson 3: Summary

    21. Lesson 3: Quiz

    1. Lesson 4: Learning Objectives

    2. Lesson 4: Introduction

    3. Lesson 4: Types of customer service interactions

    4. Lesson 4: What does it mean to be proactive?

    5. Lesson 4: The importance of trust

    6. Lesson 4: 7 ways to earn trust

    7. Lesson 4: Knowledge check

    8. Lesson 4: A closer look at the 7 ways to earn trust

    9. Lesson 4: Ways of communicating to be proactive

    10. Lesson 4: Scheduling regular check-ins

    11. Lesson 4: Understanding your customer’s needs

    12. Lesson 4: Understanding documentation needs

    13. Lesson 4: How to onboard your client

    14. Lesson 4: Summary

    15. Lesson 4: Quiz

    1. Lesson 5: Learning Objectives

    2. Lesson 5: Introduction

    3. Lesson 5: Key Terms and Concepts

    4. Lesson 5: The 7 C’s of selling

    5. Lesson 5: Authority to buy

    6. Lesson 5: Selling strategies

    7. Lesson 5: SWOT Analysis

    8. Lesson 5: Consultative selling

    9. Lesson 5: The PULSE Model of consultative selling

    10. Lesson 5: How to stay current with industry needs

    11. Lesson 5: How to gather technical information

    12. Lesson 5: What is upselling?

    13. Lesson 5: How to upsell

    14. Lesson 5: Summary

    15. Lesson 5: Quiz

About this course

  • $89.00
  • 88 lessons
  • 0 hours of video content

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.

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