In my previous role, I managed a key account that was on the verge of discontinuing services due to dissatisfaction. I conducted a thorough needs analysis, identified pain points, and proposed a tailored solution that included personalized training and enhanced support. By maintaining regular communication and demonstrating a proactive approach, I was able to not only retain the account but also increase their contract value by 20%.

I prioritize accounts based on their potential impact on the business, such as revenue growth and strategic alignment. I use a CRM system to track interactions, set reminders for follow-ups, and allocate time accordingly. Regular check-ins and quarterly reviews help ensure that each account receives the attention it needs without compromising the quality of service.

Building strong relationships starts with understanding the client's business goals and challenges. I schedule regular meetings, both formal and informal, to stay updated on their evolving needs. Personalizing communications and delivering value-added insights or solutions helps in fostering trust and loyalty. Additionally, I ensure timely responses to inquiries and address concerns promptly to maintain a high level of satisfaction.

When a client expresses dissatisfaction, I first listen attentively to understand the root cause. I then acknowledge their concerns and apologize for any inconvenience. Next, I work collaboratively with the client to find a resolution, whether it's a product adjustment, additional support, or a refund. Finally, I follow up to ensure the issue is fully resolved and to prevent future occurrences.

In my experience, cross-functional collaboration is crucial for managing strategic accounts effectively. I regularly work with teams such as sales, product development, and customer support to ensure a cohesive approach. For example, when a client requested a custom feature, I coordinated with the product team to develop a solution that met their needs. This collaborative effort not only satisfied the client but also strengthened our relationship and demonstrated our commitment to their success.