#TeamSpeednet: Ala, Account Manager
Meet Ala, who works as an Account Manager at Speednet. Ala shares her career journey, the key skills needed to build client relationships in the IT industry, and the challenges she faced returning to work after maternity leave.
How long have you been working at Speednet, and what is your role?
Ala: I started working at Speednet in March 2021. In fact, my time here has been divided into two phases, as I returned in October last year after a break due to maternity leave. Currently, I work as an Account Manager, although I began as a Business Development Representative, where my responsibility was acquiring new clients. Now, as an Account Manager, I focus on building strong relationships with our existing clients and ensuring they develop towards new projects carried out by our team.
What does the role of an Account Manager at Speednet look like? What are your main responsibilities?
Ala: The role of an Account Manager (AM) at Speednet was introduced around the time I returned from maternity leave, and I had the privilege of being one of the first people to take on this position. Since then, we have been continuously developing the role, aiming to establish optimal standards of operation. Later this year, we will be implementing a new client management process, which will include, among other things, monthly business reviews as well as strategic planning for key clients.
At present, my responsibilities focus on maintaining close relationships with our existing clients. As a Client Partner, I serve as the primary contact person for business and operational matters. On one hand, I stay in regular contact with our clients, and on the other, I collaborate closely with our internal teams — Marketing, Delivery, and HR. I also frequently communicate with our Project Managers, who oversee projects directly, which helps me better understand clients’ current needs and the direction of our collaboration.
Additionally, I prepare proposals and participate in pricing discussions, acting as the company’s representative to the client and ensuring that all necessary information is conveyed. My responsibilities also include managing documentation, working on contracts, negotiating terms of cooperation, and setting rates.
What does a typical workday look like in your position?
Ala: My workday is often very diverse and unpredictable, though there are some recurring elements. Sometimes, despite having planned tasks, changing circumstances on the client side shift my priorities, and I have to react immediately. A lot depends on the current needs and situations within the projects I oversee.
I usually start my day by reviewing emails and Slack to check if there are any new issues requiring my attention. Often, I have scheduled meetings with clients as well as discussions with PMs to get up-to-date information about ongoing projects. When problems arise, I strive to address them as quickly as possible to maintain a high standard of collaboration with our clients.
What is the client journey under the care of an Account Manager?
Ala: In theory, the client journey under the care of an Account Manager begins at the end of the presale phase. When a company becomes our client, I take over all the necessary information from the Business Development Manager to get a complete picture of the previous communication and expectations.
The process starts with an introductory meeting where we discuss the terms of cooperation to ensure both sides are clear on expectations and the communication schedule. We’re currently working on a handbook — a knowledge compendium that will include key information about working with clients. Based on these guidelines, we establish the specifics of the relationship to ensure seamless communication.
Throughout the project, I strive to stay in regular contact with the client and respond to any unforeseen circumstances. Once the project concludes, we conduct a wrap-up discussion to gather the client’s feedback and check their satisfaction with the results. I usually also ask for recommendations at this stage.
What skills do you consider essential for the role of an Account Manager in the IT industry?
Ala: I believe that an Account Manager should have strong communication and interpersonal skills, enjoy working with people, and be genuinely curious about them, as the daily work revolves around conversations and building trust with clients. Active listening is also crucial to pick up on nuances and client needs, which often emerge “between the lines.”
Another important trait is patience. From defining a client’s needs to project execution can take a significant amount of time, so patience is highly valuable. Additionally, flexibility and the ability to respond quickly to unforeseen situations are key. These skills help in managing stress and time pressure, which are common in this role.
Being an effective negotiator with a sales mindset is also a great advantage. It’s essential to strike a balance between internal policies and client expectations, as this helps build lasting relationships. I think flexibility is particularly critical because it allows you to create solutions that benefit both parties.
That said, I’d like to emphasize that these are all skills I’m still learning and improving every day.
What challenges do you face in your work, and how do you deal with them?
Ala: One of the biggest challenges is maintaining a balance between work and personal life. After recently returning from maternity leave, I sometimes find it difficult to clearly separate these two areas. Both my new role at work and my new role in personal life have brought significant changes and challenges that are incredibly interesting but can also be stressful and a bit exhausting at times. The return after a longer break wasn’t easy either.
Thankfully, the flexible working hours at Speednet allowed me to organize my new reality from the start. Of course, there are meetings during the day where my presence is required, but I really appreciate that, in case of unexpected situations, I can finish earlier and then calmly wrap things up later in the evening. I’m grateful to be in a place where people like me can find their footing and continue to grow.
In the past few years, our sales team has grown and become more professionalized—do you notice any differences between working in a smaller and a larger team?
Ala: Indeed, our team has grown significantly, and I can see clear differences in working within a larger group. Now that there are more of us, the work has become easier and more efficient. Responsibilities are now divided among the marketing department, Business Development Managers, and Account Managers, which allows for better task management. Each of us has a clearly defined scope of responsibilities, making it easier to organize our work.
With more people on the team, our processes are more structured and systematic. Additionally, everyone brings their unique skills and expertise to the table, which not only helps us complement each other in terms of tasks but also provides mutual support. I think we complement each other really well as a team.
What’s the best professional advice you’ve ever received?
Ala: I once received great advice from my dad, though it wasn’t strictly professional. Since I can remember, my dad would always tell me that it’s important to be a diplomat in life. As a kid, I didn’t fully understand what he meant, but over time, I’ve realized just how useful this advice is in the professional world.
My current role is largely about “diplomacy” — I represent Speednet, but I also look out for the interests of our clients. It’s crucial to ensure that both sides are satisfied. At work, I strive to nurture good relationships with clients while also negotiating with them. Resolving complex matters in a way that doesn’t offend anyone is very challenging, but my dad’s advice helped me understand that striving for compromise and building understanding is something that pays off in the long run.
What do you like most about working at Speednet?
Ala: I value the people and the atmosphere the most. In none of the previous companies I’ve worked for have I encountered such a friendly and supportive environment. This is what drew me to Speednet in the first place. Perhaps it’s because I previously worked in corporations and felt the need for a change. Here, it’s the people and the atmosphere that give the company its unique character.
