Account management tier2

Customer Loyalty for OrganizationSummit Output

Tier 2 – Account Management

Account ManagementP

robl

em

Communication with customer:

“AIESEC has to use communication channels more active. Company is paying fee to AIESEC for get counseling and AIESEC has to give more quality service for this fee. AIESEC should have more delegation”

“Communication should be very faster and should result in quick output.”

Res

ults #touch points

delivered

#satisfaction of customer (according to the survey)

#ReRaised Sol

utio

n Every account has one person responsible, a roadmap of communication and a plan for re-raise.

Account Management

• one contact responsible for the account• company gets the information they need• easy to reach AIESEC• AIESEC provides proactive and fast-responding

service

For customer Better quality in customer service:

Account Management

One person is responsible for every account, standardized process and timeline of servicing, clear account transition scheme.

Structure adaptation to have ONE account

responsible

Implementation of account management

flow

Account management education and customer loyalty behavior drive

Sol

utio

ns

Account Management

One person is responsible for every account, standardized process and timeline of servicing, clear account transition scheme.

Sol

utio

ns

Tools in this PPT• 4 Rules of Account Management• Account Manager JD• AM Customer Flow• Structure of the the necessary touch points• Overall timeline• Account Management– MC Implementation• Account Management– LC Implementation

Every account manager has a goal to re-raise and

upscale their accounts

Every account must be managed by ONE person per six months

Every account has a clear timeline for selection from

the JQ signing

Must maintain frequent communication with

customers

1.RETAINING CUSTOMERS

2.PRESENTING ONE AIESEC

4. MAINTAINING COMMUNICATION

4 Rules of Account Management

3.STAYING ACCOUNTABLE

JOB DESCRIPTION – ACCOUNT MANAGER

Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response

Description:

TMP - 6 monthsAverage 5 hours per account/week

# Re-Raised Accounts # Upscaled Accounts

Calls logged on CRM with account# Quarterly Reports logged on CRM with the customer

ROLE:

Measure of Sucess:

KPIs:


5. Ensure frequent communication with all accounts: - Regular meetings and check-ins with the company - Constantly ensure clarity of the partnership agreement on the JQ- Guiding the customer through the legal & selection process

6. Maintain communication with TN Taker, and answer requests within MAX. 48 hours.

7. Prepare an “Internship Closing Report” in the week after the internship to outline success & learning points—send to LCVP iGIP and upload to the CRM.

Responsibilities:

1. Track history of each account, transition knowledge and relationship to successor, including meeting to transition account

2. Track every customer interaction with the CRM

3. Set detailed timeline for each account in coordination with the LCVP iGIP.

4. Understand customers’ values, purpose, and connection to AIESEC

Responsibilities:


The Account Manager is responsible for the Matching process as well

In cases with an account with 10+ Internships Realized per Year the Account manager should be a 1 Year Role and outsource the matching process

Educate the Account Manager in Matching process, customer service and sales in that order.

Important Information:


Your company contact is a human being and the personal relationship is root of success in account management

Think how you would like to be treated if you were the customer on every task you do

Tips:

Understand about the Company vision, values and purpose

The company contact is a source of business knowledge and every meeting is an valuable opportunity for learning business

Develop professionalism in the communication

Benefits:

Kic

k-O

ffCheck

-Ins

Sele

ctio

n

Meeti

ng

Pre

para

tion

Fir

st D

ay a

t

Work

Check

-Ins

Fill th

e

Feedback

Surv

ey

Inte

rnsh

ip

evalu

ati

on

meeti

ng

Physical Meeting

Virtual Interactions (Fast calls, mails)

RE RAISING

Legend:

ACCOUNT MANAGEMENT CUSTOMER FLOW

RE

RA

ISIN

G

Year

Revie

w

Transi

tion

meeti

ng

Quart

erl

y

Revie

w

For every account you must have the following meetings:

KICK OFF MEETING

Company contact, Sales Member & Account Manager

Introduce Account Manager as the main AIESEC contact

Fill out and sign Job Questionnaire – New!

Align customer needs with our supply (for matching)

Present sample CVs Ask how many interns the company

wants & based on that how many candidates they want shortlisted

Set clear expectations with company Set expectations about Visa, the

duration of the process and how the company can help to make the process as fast as possible

Agree on a day-to-day timeline for the selection

Agree for next meeting/contact point

DELIVERABLES:PARTICIPANTS:

CHECK IN ( during Selection Process)

By phone/email with company contact & Account Manager

IMPORTANT:• Must be customized

according to timeline• Suggested when:

• Sending shortlisted candidates

• Receiving feedback for shortlist

Have JQ available for clarifications and review of agreementProcess overview (interview phase, hometask)Guidance on legal processes for prospective countriesSchedule next meeting or call


IMPORTANT:

SELECTION MEETING

Company contact & Account Manager

Call or mail the company to remind then to sign the documents

Collect the Acceptance Note previously signed

Ensure that any documents necessary for the Intern’s Visa will be properly signed

Review with the company the next procedures

Align next steps about Visa and Flight Ticket


IMPORTANT:

PREPARATION

Intern’s supervisor &

Account Manager / Reception Manager

1-2 weeks before realization (meeting or call)

Go over introduction procedure before trainee’s arrival

Schedule first day and induction at the company

Expectation setting about cultural differences

Give information what AIESEC is providing for traineeClarify exact time of trainee’s arrivalIf needed: Provide visa and legality information once again


IMPORTANT:

FIRST DAY AT WORK

Intern’s supervisor & Account Manager / Reception Manager

Set expectations towards each other

Clarify responsibilities between AIESEC, trainee & the company

Ensure the conditions are fulfilled

Clarify next steps between AIESEC & Intern and AIESEC & company


CHECK IN ( during the internship)

By phone with intern’s supervisor & Account Manager

• The check in with the intern must happen in the same frequency

Check the expectations about:

How is the intern doing?

How is he or she performing (so far)?

Have there been any issues?

What are the next steps in the processSchedule next meetings


IMPORTANT:

QUARTERLY REVIEWS – STANDARD

Intern’s supervisor, HR responsible

•This is the right moment for the account transition to the new account manager

AIESEC reports on the last 3 months

Activities between AIESEC and intern

EP LEADCompany reports on

AIESEC Internship (evaluation)

Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ


IMPORTANT:

QUARTERLY REVIEWS – ACCOUNT TRANSITION

Intern’s supervisor, HR responsible and New Account Manager

•This should be aligned during all the internship process that the Account manager will change after every 6 months in the quarterly reviews

Present the New Account Manager Provide the contacts (phone and

mail)Align check-in points and

meetingsAIESEC reports on the last 3 months

Activities between AIESEC and intern

EP LEADCompany reports on

AIESEC Internship (evaluation)

Ask for feedback / evaluation of the partnership so farAsk for potential current or future company needsAsk for referrals / endorsementsReview JQ


IMPORTANT:

QUARTERLY REVIEWS – ANNUAL REVIEW

Intern’s supervisor, HR responsible and/or CEO (if possible), Account Manager & newly elected VP

•Explain the role of the LCVP iGIP for the company and give the company the contact of LCVP iGIP

Ask for feedback / evaluation of the partnership so far including large scale improvementsAsk for potential current or future company needsAsk for planned projects where AIESEC can provide HR in the next 1 or 2 yearsAsk for referrals / endorsementsReview and potentially revise current JQPresent upcoming opportunities


IMPORTANT:

Fill the Feedback Survey

By mail and phone with intern’s supervisor & Account Manager

Explain the purpose and relevance of the surveyClarify any possible doubts about filling the SurveyRemember the company about it every 3 days


INTERNSHIP EVALUATION MEETING

Intern’s supervisor, Account manager, CEO or HR responsible

•1-2 week before intern leaves

Look over the intern results for companyEvaluate the intern developmentEvaluate relationship between AIESEC-companySet future learning points for better experienceEvaluate the survey response


IMPORTANT:

Account Management– MC Implementation

iGIP1.Specific coaching for LCPs to give ovewrview of the purpose of new Account Management2. Implement new clear and specified JD for Account Managers: education, drive, tracking3. Implement new Customer Servicing flow of the meetings

4. Create CRM system to keep record of each custome monitor and improve their experience in order to reraise5. Regular coaching of LC VPs & LCPs to ensure effective implementation

TM1. Set the profile of Account Managers for the recruitment

2. Align HR/HR JD with new strategy implementation guidelines

Account Management– LC Implementation

iGIP 1. New clear and specified JD for Account Managers

2. Implement new Customer Servicing flow of the meetings

3. Transition meeting for new account manager & Compile customer feedback from every account

Overall Timeline

Update Education

cycle with CLO output

Allocate all partners with one account

manager; explain JD and

coach the account

managers

Set timeline and goals how to upscale for

account management

Select 2 LC-s to pilto

Selection Process

Impsovement; track them

weekly

Regular webinars based on education

cycle to keep members

confidence high

Create Customer

Centric Culture by involve this

in national conferences and awards

Track your members on regular bases via national

CRM

Account management tier2

Business

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