I'm often asked "What is the function of an account person in an agency?" My mind quickly surveys the swirl of words circling in my head and I say "Well, an account person is more or less a business manager. That person is responsible for the well-being of the account." There is still a quizzical look on the face. "We have to ensure quality of work, speed of delivery, spot-on strategic creative, correct invoicing, clarity in any communication the Client receives, that there are no surprises." The list goes on.
But all of this is like blocking and tackling. It's expected. We train for it. We are practitioners.
It's the intangibles that are the key! Thinking ahead and identifying opportunities for the Client. Being empathetic. Really caring about them, their situation, their business. Jumping in the middle of any situation to help ensure their work gets done right and gets done on time. A sense of real ownership of the account. Can't teach these! Has to be in the DNA.