Interview Transcript

My name is Gretchen Klotz, I am a senior level account manager here at desme. As senior account manager I oversee our entire team of account managers by emphasizing structured communication and a follow through of responsibilities. As an account manager our goal is to make sure each project receives proper consideration. The objective of an account manager is to be the go to person for the customer and for the production team members. Once a contract is signed by the customer we make sure that the sales team and the new account manager are on the same page in terms of what the requirements are. After that meeting we sit down with the clients in order to isolate all the areas and structure the process of the project. After that the account manager will sit down with the production team; including our graphic design divisions, usability and production teams as well as our testing teams, in order to make sure that communication line requirements are fulfilled throughout the duration of the project.

Because we are an international company we have clients located throughout the world. With offices in different locations we use web conferencing as a great way to stay on the same page, in order to communicate different ideas. It’s really amazing how we can include twenty plus people and share a common screen and exchange roles; where I could have some people looking at my screen but also being in control of the mouse and typing. We also use project management portals where we can exchange question answer forums as well as real time updates.

It’s very important that desme maintains a strong communication line between all of our customers on any project. An account manager is responsible for maintaining a strong bridge of communication between the customers.