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The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

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Page 1: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Training Toolkit

B.E.A.M.

Building Effective Account Managers

Page 2: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

2

Introductions

• American Red Cross

• Penn-Jersey Region

Page 3: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Philadelphia, PA

Page 4: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Philadelphia, PA

Page 5: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Guy Triano

• District Manager

• 5 years

• 3 positions in Donor Recruitment

Page 6: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Helen Munizza

• Manager, Training & Development

• 16 years

• 12 positions in Donor Recruitment

Page 7: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

What We’ve Learned

• Honest & Immediate Feedback

• Show & Tell

• Use It or Lose It

Page 8: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

“Take Away”

• Tool Kit with Instructions

• Ideas for Training New Account Managers

Page 9: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

• Training Toolkit

Topics

• New Account Manager

• Finding Balance

• Building Blocks

Page 10: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Hiring New Account Managers

Page 11: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Salesperson + Motivator +

Educator + Event Planner +

Customer Service Representative =

Account Manager

Page 12: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

• Skills

New Account Manager

• Talent

• Experience

• Education

Page 13: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

13

New Account Manager

• Strengths

• Weaknesses

• Untapped Potential

Page 14: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

14

Finding Balance

Page 15: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Traits

• Presentation Skills• Follow Up Skills• Organizational Skills• Motivational Skills• Attention to Detail

• Goal-Oriented

Page 16: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Traits

• Time Management Skills• Problem Solving Skills• Building Relationships• Leading Others to Reach Goals• Securing Commitments from Others

• Ability to Handle & Resolve Crises

Page 17: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Balance Scenario/Example

Page 18: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Trait & Impact on Job• FIELD

• Presentation Skills• Motivating Others• Building Relationships

• Getting Getting CommitmentsCommitments

OFFICE

• Follow Up Skills• Organizational Skills

• Attention to Detail Attention to Detail • Time Management

Page 19: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Field – Getting Commitments

• Commitment to Reaching Goal

• Commitment to Recruitment Strategies

• Commitment to Scheduling Donors

• Commitment to Patients

Page 20: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Office – Attention to Detail

• Verifying Details on Paper & Computer

• Completing Projects Accurately

• Managing Routine Details

Page 21: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Office – Time Management

• Meets Deadlines For Assignments

• Manages Field Time and Tasks

• Manages Office Time and Tasks

Page 22: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Training & Coaching =

The “weight” that helps to balance

Page 23: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Evaluate

• Determine the difference between where they are & where they need to be

• Coach & Train to the level that is needed

Page 24: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

“Hands On”

• Teach Back

• Mock Presentations

• “Homework”

• Meetings with Sponsors

Page 25: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Teamwork

Training & Development Coordinator

District Manager

Manager, Training & Development

Page 26: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

“Building Blocks”

Page 27: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Foundation of the “Building”

Page 28: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Orientation• From Day 1 to 3 weeks

• Build the foundation for future success

• Fundamentals of donor recruitment (RAP)

Page 29: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Teaching the Basics

Fundamentals of Donor Recruitment

Page 30: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Recruitment Action Plan• Goals – Sign Up & Productive

• Recruitment Committee

• Active Recruitment Strategies

• Donor Scheduling

Page 31: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Recruitment Action Plan• Reminder System

• Recognition

• Scheduled Donor Appointments (Counts)

• Set Up/ Logistics

Page 32: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

1st Floor of the “Building”

Page 33: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Rookie Snapshot

• From 3 weeks until 6 months

• Completed prior to six month anniversary

Page 34: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Field

• Observe Different Types of Meetings

• Evaluate Strengths & Areas to Improve

• Provide Continuous Feedback

Page 35: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Office

• Observe Organizational Skills

• Evaluate Strengths & Areas to Improve

• Provide Continuous Feedback

Page 36: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Rookie Snapshot

• Purpose: To provide extensive examples and feedback for the employee and their supervisor prior to completing the probationary employment period

Page 37: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Page 38: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

2nd Floor of the “Building”

Page 39: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Training

• From 6 months to 12 months

• Weekly Meetings with District Manager

• Field Reviews – Initial Servicing Meetings (Planning)– Presentations

Page 40: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Field Reviews

• Initial Servicing Meeting (Planning)

• Presentations– Recruitment Committee– Assembly– Presentations– Proposals

Page 41: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Page 42: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

3rd Floor of the “Building”

Page 43: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Ongoing Training & Feedback

• Team Meetings - Monthly

• Department Meetings - Quarterly

• Custom Training Courses

Page 44: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

“Building” Maintenance

Page 45: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

We Are Building …

• Knowledge• Confidence• Success• Satisfaction

Page 46: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Training Toolkit• Training Components

• Rookie Snapshot

• Field Reviews– Initial Servicing Meeting– Presentations

Page 47: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

Summary

• New Account Manager• Finding Balance• Building Blocks• Training Toolkit

Page 48: The need is constant. The gratification is instant. Give blood. TM Training Toolkit B.E.A.M. Building Effective Account Managers

The need is constant.The gratification is instant.Give blood.TM

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