V Skill HF-D8.1-004 cross-sector 10 skills
Account management
Maintains the relationship with assigned customers, plans contact moments, follows up agreements and ensures the customer interest lands inside the organisation.
How hrmforce measures this
- Assessment method
- Structured interview · rho 0.42 (SD 0.19)
- hrmforce instrument
- Competency Check, 360 Feedback
- Competency (50-framework)
- Customer Focus
- Trainability
- high
- Demand outlook 2026 to 2030
- stable
Behaviour-based interview with fixed questions and a rating scale per question.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Keeps customer contact details and agreements up to date in the system and reminds the account manager of open actions. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Independently carries out an account plan for an own customer portfolio and discusses results and plans with the customer yearly. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Determines the approach for strategic customers of the organisation and sits at board level to discuss multi year cooperation. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| V | Drafting an account plan Account plan | Records goals, opportunities, people involved and actions per customer for the coming period. | stable |
| V | Planning and preparing client meetings Client meeting preparation | Plans contact moments with regular customers and prepares each meeting with agenda and file knowledge. | stable |
| V | Maintaining the CRM record CRM hygiene | Records conversations, agreements and next steps per customer so colleagues can take over the file. | declining |
| T | Using Salesforce | Manages accounts, contacts and opportunities in Salesforce and creates reports and overviews. | stable |
| T | Using HubSpot CRM | Manages contacts, deals and tasks in HubSpot and follows the sales funnel in the dashboard. | stable |
| T | Using Pipedrive | Enters deals, activities and stages in Pipedrive and keeps the sales pipeline current. | stable |
| V | Preparing a contract renewal Renewal preparation | Prepares the renewal of a customer contract in time with usage figures, rates and improvement points. | stable |
| V | Resolving customer escalations Escalation management | Takes over a stalled customer problem, involves the right colleagues and restores the relationship. | stable |
| V | Preparing a customer business review Quarterly business review | Produces a periodic overview of volume, performance and agreements and discusses it with the customer. | stable |
| V | Mapping key account stakeholders Stakeholder mapping | Maps all involved roles, interests and mutual relations at a large customer. | stable |