Output Content of the CLO Summit of AIESEC International

1. Customer Loyalty for Organization
Summit Output
Tier 2 – Account Management

2. Account Management
Problem
Communication
with customer:
“AIESEC has to use
communication
channels more
active. Company is
paying fee to
AIESEC for get
counseling and
AIESEC has to give
more quality service
for this fee. AIESEC
should have more
delegation”
“Communication
should be very
faster and should
result in quick
output.”
Results
#touch points
delivered
#satisfaction of
customer
(according to the
survey)
#ReRaised
Solution
Every account has
one person
responsible, a
roadmap of
communication and
a plan for re-raise.

3. Account Management
• one contact responsible for the account
• company gets the information they need
• easy to reach AIESEC
• AIESEC provides proactive and fast-responding
service
For customer  Better
quality in customer service:

4. Account Management
One person is
responsible for every
account,
standardized
process and timeline
of servicing, clear
account transition
scheme.
Structure adaptation to
have ONE account
responsible
Implementation of
account management
flow
Account management
education and customer
loyalty behavior drive
Solutions

5. Account Management
One person is
responsible for every
account,
standardized
process and timeline
of servicing, clear
account transition
scheme.
Solutions
Tools in this PPT
• 4 Rules of Account Management
• Account Manager JD
• AM Customer Flow
• Structure of the the necessary touch points
• Overall timeline
• Account Management– MC Implementation
• Account Management– LC Implementation

6. Every account manager has a
goal to re-raise and upscale
their accounts
Every account must be
managed by ONE
person per six months
Every account has a clear
timeline for selection from the
JQ signing
Must maintain frequent
communication with
customers
1.RETAINING
CUSTOMERS
2.PRESENTING ONE
AIESEC
4.MAINTAINING COMMUNICATION
4 Rules of Account Management
3.STAYING ACCOUNTABLE

7. JOB DESCRIPTION – ACCOUNT
MANAGER
Look over the intern results for
company
Evaluate the intern development
Evaluate relationship between
AIESEC-company
Set future learning points for better
experience
Evaluate the survey response
Description:
TMP - 6 months
Average 5 hours per account/week
# Re-Raised Accounts
# Upscaled Accounts
Calls logged on CRM with account
# Quarterly Reports logged on CRM
with the customer
ROLE:
Measure of Sucess:
KPIs:

8. JOB DESCRIPTION – ACCOUNT
MANAGER
5. Ensure frequent communication
with all accounts:
- Regular meetings and check-
ins with the company
- Constantly ensure clarity of the
partnership agreement on the
JQ
- Guiding the customer through
the legal & selection process
6. Maintain communication with
TN Taker, and answer
requests within MAX. 48
hours.
7. Prepare an “Internship
Closing Report” in the week
after the internship to outline
success & learning points—
send to LCVP iGIP and
upload to the CRM.
Responsibilities:
1. Track history of each account,
transition knowledge and
relationship to successor,
including meeting to transition
account
2. Track every customer
interaction with the CRM
3. Set detailed timeline for each
account in coordination with
the LCVP iGIP.
4. Understand customers’ values,
purpose, and connection to
AIESEC
Responsibilities:

9. JOB DESCRIPTION – ACCOUNT
MANAGER
 The Account Manager is responsible for
the Matching process as well
 In cases with an account with 10+
Internships Realized per Year the
Account manager should be a 1 Year
Role and outsource the matching
process
 Educate the Account Manager in
Matching process, customer service and
Important Information:

10. JOB DESCRIPTION – ACCOUNT
MANAGER
 Your company contact is a
human being and the personal
relationship is root of success
in account management
 Think how you would like to be
treated if you were the
customer on every task you do
Tips:
 Understand about the
Company vision, values and
purpose
 The company contact is a
source of business knowledge
and every meeting is an
valuable opportunity for
learning business
 Develop professionalism in the
communication
Benefits:

11. Physical Meeting
Virtual Interactions (Fast calls, mails)
RE RAISING
Legend:
ACCOUNT MANAGEMENT CUSTOMER FLOW
For every account you must have the following meetings:

12. KICK OFF MEETING
Company contact, Sales
Member & Account Manager
 Introduce Account Manager as the main
AIESEC contact
 Fill out and sign Job Questionnaire –
New!
 Align customer needs with our supply
(for matching)
 Present sample CVs
 Ask how many interns the company
wants & based on that how many
candidates they want shortlisted
 Set clear expectations with company
 Set expectations about Visa, the duration
of the process and how the company can
help to make the process as fast as
possible
 Agree on a day-to-day timeline for the
selection
 Agree for next meeting/contact point
DELIVERABLES:
PARTICIPANTS:

13. CHECK IN ( during Selection Process)
By phone/email with
company contact & Account
Manager
IMPORTANT:
• Must be customized
according to timeline
• Suggested when:
• Sending shortlisted
candidates
• Receiving feedback for
shortlist
Have JQ available for
clarifications and review of
agreement
Process overview
(interview phase, hometask)
Guidance on legal
processes for prospective
countries
Schedule next meeting or
call
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

14. SELECTION MEETING
Company contact & Account
Manager
Call or mail the company to
remind then to sign the
documents
 Collect the Acceptance
Note previously signed
 Ensure that any
documents necessary for
the Intern’s Visa will be
properly signed
 Review with the company
the next procedures
 Align next steps about
Visa and Flight Ticket
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

15. PREPARATION
Intern’s supervisor &
Account Manager /
Reception Manager
1-2 weeks before realization
(meeting or call)
Go over introduction procedure
before trainee’s arrival
Schedule first day and
induction at the company
Expectation setting about
cultural differences
Give information what AIESEC
is providing for trainee
Clarify exact time of trainee’s
arrival
If needed: Provide visa and
legality information once again
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

16. FIRST DAY AT WORK
Intern’s supervisor &
Account Manager /
Reception Manager
Set expectations towards each
other
Clarify responsibilities
between AIESEC, trainee &
the company
Ensure the conditions are
fulfilled
Clarify next steps between
AIESEC & Intern and AIESEC &
company
DELIVERABLES:
PARTICIPANTS:

17. CHECK IN ( during the internship)
By phone with
intern’s
supervisor &
Account Manager
• The check in with the intern
must happen in the same
frequency
Check the expectations
about:
How is the intern
doing?
How is he or she
performing (so far)?
Have there been any
issues?
What are the next steps in
the process
Schedule next meetings
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

18. QUARTERLY REVIEWS – STANDARD
Intern’s supervisor, HR
responsible
•This is the right moment for
the account transition to the
new account manager
AIESEC reports on the last 3
months
Activities between AIESEC and
intern
EP LEAD
Company reports on
AIESEC
Internship (evaluation)
Ask for feedback / evaluation of the
partnership so far
Ask for potential current or future
company needs
Ask for referrals / endorsements
Review JQ
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

19. QUARTERLY REVIEWS – ACCOUNT
TRANSITION
Intern’s supervisor, HR
responsible and New
Account Manager
•This should be aligned
during all the internship
process that the Account
manager will change after
every 6 months in the
quarterly reviews
Present the New Account Manager
Provide the contacts (phone and
mail)
Align check-in points and
meetings
AIESEC reports on the last 3 months
Activities between AIESEC and
intern
EP LEAD
Company reports on
AIESEC
Internship (evaluation)
Ask for feedback / evaluation of the
partnership so far
Ask for potential current or future
company needs
Ask for referrals / endorsements
Review JQ
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

20. QUARTERLY REVIEWS – ANNUAL REVIEW
Intern’s supervisor, HR
responsible and/or CEO (if
possible), Account Manager
& newly elected VP
•Explain the role of the
LCVP iGIP for the company
and give the company the
contact of LCVP iGIP
Ask for feedback / evaluation of the
partnership so far including large
scale improvements
Ask for potential current or future
company needs
Ask for planned projects where
AIESEC can provide HR in the next 1
or 2 years
Ask for referrals / endorsements
Review and potentially revise
current JQ
Present upcoming opportunities
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

21. Fill the Feedback Survey
By mail and phone
with intern’s supervisor
& Account Manager
Explain the purpose and
relevance of the survey
Clarify any possible
doubts about filling the
Survey
Remember the company
about it every 3 days
DELIVERABLES:
PARTICIPANTS:

22. INTERNSHIP EVALUATION MEETING
Intern’s supervisor, Account
manager, CEO or HR
responsible
•1-2 week before intern
leaves
Look over the intern results for
company
Evaluate the intern development
Evaluate relationship between
AIESEC-company
Set future learning points for better
experience
Evaluate the survey response
DELIVERABLES:
PARTICIPANTS:
IMPORTANT:

23. Account Management– MC
Implementation
iGIP
1.Specific coaching for LCPs to give ovewrview of the purpose of new Account
Management
2. Implement new clear and specified JD for Account Managers: education,
drive, tracking
3. Implement new Customer Servicing flow of the meetings
4. Create CRM system to keep record of each custome monitor and improve
their experience in order to reraise
5. Regular coaching of LC VPs & LCPs to ensure effective implementation
TM
1. Set the profile of Account Managers for the recruitment
2. Align HR/HR JD with new strategy implementation guidelines

24. Account Management– LC Implementation
iGIP 1. New clear and specified JD for Account
Managers
2. Implement new Customer Servicing flow of the
meetings
3. Transition meeting for new account manager
& Compile customer feedback from every
account

25. Overall Timeline
Update
Education
cycle with CLO
output
Allocate all
partners with
one account
manager;
explain JD and
coach the
account
managers
Set timeline
and goals how
to upscale for
account
management
Select 2 LC-s
to pilto
Selection
Process
Impsovement;
track them
weekly
Regular
webinars
based on
education
cycle to keep
members
confidence
high
Create
Customer
Centric Culture
by involve this
in national
conferences
and awards
Track your
members on
regular bases
via national
CRM