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We have decided to start a new mini-project where we conduct interviews with Iconis Agency’s staff members and capture their current perspective on the work that they do, what they love about it, trends and other aspects of their respective careers. They are all experts in their field and we’re happy to share their professional insight. 

This week we caught up with Mateja Grbić, our Key Account manager. A lot of Mateja’s success relies on building and maintaining strong relationships with clients and making sure they get exactly what they asked for. 

To find out more about her role and how she navigates the tricky part of working with people, keep reading. :)

What are the main duties of a Key Account Manager, from finding a new client to closing the deal?

The base of everything is communication, with the team and the clients. The account manager has to be included in each step of the process, from the initial meeting to the presentation of the finished project.

What advice would you give a new Account Manager on dealing with customer complaints?

Working with people is not easy and there isn’t a universal recipe for success. On a daily basis, I find myself in very stressful situations and considering my temper, sometimes it’s challenging. What is important here is to remain calm and collected, think twice about things and make sure you did everything in your power to solve the problem. Experience definitely comes with age.

What steps do you take to ensure you build strong relationships with key clients? Do you prefer in-person, email or phone communication? Why?

Always and forever, I will prefer to connect with clients in-person. Not much can replace the shake of a hand, a smile and a couple of minutes of your time. When people see you and get an impression about you, the whole story can take a positive turn. Of course, I use both e-mails and have phone communication, but my focus is on firstly building a great in-person relationship.

How do you manage stress while at the office?

Sometimes, it can be tough. During those situations, I try to think of things that make me happy and relaxed or after-work plans. Sometimes even having a coffee with my colleagues in the sun during the break is more than enough.

How do you prioritize clients?

Simply put, I don’t. The only priority I give to clients is according to their project due date. I see them all as equally important, no matter the size of a project. Each person deserves 5 minutes of my attention regardless of the money involved. Somebody’s 1.000 kn today may easily become 100.000 kn tomorrow. Each person who has money invested in a certain project wants for it to succeed, and it is our job to get them closer to that goal.

Share an example of when you went above and beyond the "call of duty".

When you love what you do, there isn’t much you wouldn’t do to get the project done on time. Nothing brings me more joy than a satisfied client, and by doing that, we’re building as a team the motivation and inspiration for future and bigger projects. In the end, we’re working in an environment where nothing depends solely on one person and being a team player is key.

What makes a successful Account Manager?

It’s very simple. Excellent organizational skills. Being well organized is already 80% of job well-done.


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