Wendy is currently a professor at Kent State and lectures several advertising classes. I am currently taking her account management course.
Before Kent State Wendy worked as a Vice President Account Director at OgilvyAction (formerly JWT/Malone Advertising).
In class, I have gained a tighter insight on the role of an account service person but after talking with Wendy one-on-one she gushed the details.
Wendy stressed the importance of knowing your client inside and out. Know who they are, what they are like, what makes them tick, every minute detail. Be your client.
In building relationships she emphasized trust. Without trust working with a client will be difficult.
However, Wendy explained that personalities are huge in agency/client bliss. The inner workings of a relationship all depend on the your client's and your own personalities and what job you are working to accomplish. Be genuine and straightforward. Save the client from the client. Her personal anecdotes concreted this statement.
Interview 2: Jason Schafer
An account service man from the start, Jason Schafer worked his way from intern to management supervisor at Marcus Thomas.
I talked at length with Jason about all things account service. He gave me a clear picture of all the responsibilities in account service at various levels and where the relationship with clients fits in.
Jason summed up account service in a sentence before diving in - "we are here to keep the client happy." When it comes to keeping business thriving and running smoothly, the client rules.
He divided account service into three levels:
Each of these levels involve the client, and each call for a different aspect of client relationship.
Jason also explained that some of his clients have become friends. However, both know when to switch and can talk business to ensure goals are accomplished for both sides of the team.
After hearing first hand what account service life entailed, I knew exactly my next step.
Match these insights from the brand perspective.
I talked at length with Jason about all things account service. He gave me a clear picture of all the responsibilities in account service at various levels and where the relationship with clients fits in.
Jason summed up account service in a sentence before diving in - "we are here to keep the client happy." When it comes to keeping business thriving and running smoothly, the client rules.
He divided account service into three levels:
- managing personnel
- quality of work
- finances
Each of these levels involve the client, and each call for a different aspect of client relationship.
Jason also explained that some of his clients have become friends. However, both know when to switch and can talk business to ensure goals are accomplished for both sides of the team.
After hearing first hand what account service life entailed, I knew exactly my next step.
Match these insights from the brand perspective.