Why this matters:
CRM software stores prospect and client information in a centralized database — along with call notes, purchasing history, pricing details, and other specifics. By leveraging this powerful tool, account executives can quickly document and access important data, improving communication and productivity. Over time, account executives can take a data-centric approach to optimizing the customer journey.
What to listen for:
- References to the importance of clean and detailed records
- Familiarity with or willingness to learn how to use popular CRM software, such as Zoho, HubSpot, and Salesforce
- Comfort with technology tools
Why this matters:
Because they’re often tasked with growing existing accounts, account executives should be able to form a clear action plan that identifies their clients’ pain points and capacity for growth. By scheduling frequent check-ins, analyzing client feedback, and using data to optimize strategy, account executives can successfully pitch new products or services to drive even more results.
What to listen for:
- Comprehensive knowledge of the industry, including areas ripe for growth
- A clear approach that covers client expectations and your organization’s capacity to meet them
- Ability to simplify data to demonstrate a clear return on investment
Why this matters:
Account executives are often encouraged to hit specific revenue targets. By regularly tracking progress and staying on top of customers’ needs, they can maintain a solid pace over time. Candidates can take a proactive approach to revenue generation by attempting to upsell high-potential clients, working with sales teams to close promising deals, and asking for help when necessary.
What to listen for:
- A clear progress-tracking plan — using CRM software to generate weekly revenue reports, for example
- Willingness to ask for help from the appropriate party or team
- Sense that the candidate takes initiative and follows through on priorities
Why this matters:
Every day, account executives will need to manage multiple client or customer accounts. Strong organizational skills ensure seamless communication, maximum efficiency, and customer satisfaction. By diligently tracking and anticipating client needs, account executives can also improve in-house operations within and between teams.
What to listen for:
- A clear organizational strategy that delineates priorities without neglecting minor tasks
- Experience with or willingness to learn how to use project management software
- Strong attention to detail, especially under pressure
Why this matters:
Occasionally, account executives will encounter customers who are unhappy, uncooperative, or otherwise challenging. As the first point of client contact, account executives should communicate with the client in question to carefully resolve any conflicts and better understand how to meet customer expectations without compromising company values.
What to listen for:
- Excellent interpersonal skills, especially when dealing with an aggressive client
- A sensitive and professional approach to conflict resolution
- In rare situations, willingness to step away from a particularly difficult customer when necessary
Why this matters:
How a candidate answers this question will provide insight into their general approach to client relationships, as well as their ability to fine-tune that approach when necessary. By identifying and anticipating client expectations and pain points, account executives can effectively work with strategy and sales teams to acquire, maintain, and upsell clients, driving overall revenue growth.
What to listen for:
- A clear understanding of the approach(es) that drove the account’s success
- Ability to effectively work with other teams, deferring to their expertise when necessary
- Willingness to adapt to unexpected situations, such as new deadlines
Why this matters:
By thoroughly getting to know clients — their needs and desires, hidden pain points, and preferred modes of communication and work — account executives can build long-lasting relationships that drive account growth, and even lead to new clients. Staying on top of industry news and trends, scheduling regular check-ins, and responding to feedback are all effective ways to nurture client relationships.
What to listen for:
- Ability to fully absorb and analyze client feedback, working internally to develop an action plan
- A track record of loyal customers
- An adaptable, client-centric communication style, or a clear plan to develop one
Why this matters:
Account executives must be able to effectively communicate with clients and internal teams. As the primary point of customer contact, they are the first to uncover and address client problems — especially unexpected ones. For issues that require additional assistance, account executives are often responsible for getting other teams up to speed.
What to listen for:
- Ability to break down complex problems into easily digestible summaries without missing any key details
- Ability to effectively work with multiple teams at the same time to solve pressing problems
- Strong leadership skills
Why this matters:
Anyone who takes on a client-oriented role will likely encounter a tedious, uninteresting project — probably more than once. For an account executive, who is expected to maintain enthusiastic and regular communication, staying motivated is especially important: the entire client relationship depends on it.
What to listen for:
- Ability to break down larger tasks into smaller subtasks in an organized manner
- Willingness to ask other teams for new perspectives or strategies
- Accountability for any missed deadlines or dissatisfactory work
Contact a sales consultant.