Meet TrustPay Team: Interview with Milan Freibold, Account Manager

What are the strengths and qualities that you use in the position of Account Manager at TrustPay?

I think that the main strengths of a successful Account manager are excellent leadership, business, communication, and organizational skills. It is also important that they have experience in achieving set business goals. A good Account manager knows how to take responsibility for their actions and demonstrates self-confidence by constantly improving their knowledge and learning from their mistakes.

Organizational skills help them keep track of deadlines with clients and within the team, and communication skills help them be an effective leader. These skills allow for achieving good results in acquiring new clients and achieving goals.

As an Account Manager, you certainly have a lot of responsibilities. What does your working day look like in the office or on business trips?

My day at the office starts with turning on the computer and checking new emails. Every morning we have a meeting, where we always go over important things or updates about clients, or internal things that need to be solved within the department.

“Our clients are successful and interesting companies from which I can learn a lot, so I am very proud that I got the opportunity to work here. Sometimes our work meetings are slightly informal, and I feel that each of my clients is also my friend, and we work together for mutual satisfaction.”

I am glad that I can go on business trips around Europe. We travel and meet clients in person, and build relationships face-to-face, not just online. On business trips, it looks the same as when we are in the office, that is, we work and represent TrustPay. Certainly, and fortunately, it is not a boring job. 😊

Our clients are successful and interesting companies from which I can learn a lot, so I am very proud that I got the opportunity to work here. Sometimes our work meetings are slightly informal, and I feel that each of my clients is also my friend, and we work together for mutual satisfaction.

If you were to switch roles with your clients and become a client, how would you describe yourself as an Account manager?

I’m definitely very nice (laugh). But seriously, I am communicative and always available, even though theoretically we have certain working hours, but by working with clients outside of Europe in different time zones, I try to always be available if there is something urgent or more serious. I am helpful and communicate clearly, as not all decisions are always pleasant, whether on one side or the other so that we can understand each other as best as possible.

How do you build a relationship with your clients from the very beginning of the cooperation? Do you have a technique that applies to everyone or is it individual?

I build good relationships with clients by first doing research about the company and the person I will be working with. The key is to understand their intent, including the challenges the company faces and my contact person’s work experience.

When I call a client, I introduce myself and our company in a way that is easy to understand. Then I tell the client something that impressed me during my research or that we have in common. Then I ask questions and listen to understand how I can become a trusted partner for them. I build strong relationships with my clients and make sure they trust me.

Do you prefer personal, email or telephone communication? Why?

I prefer personal communication because it gives me the opportunity to communicate transparently. Body language is very important in making a good impression. Personal communication also helps clear doubts immediately, instead of waiting for an email response or a call back.

“It’s easier to take care of those who don’t call regularly, but those who need something every day are more interesting.”

Is it easier to take care of clients who are “easy” or those who require something on a daily basis?

It’s easier to take care of those who don’t call regularly, but those who need something every day are more interesting. If there are clients who don’t call often, I always write them an email to see how they are doing and if everything is okay. We can call or make an appointment at any time. We always have new things to offer our clients, so I always proactively reach out to everyone.

During the year, do you experience stronger and weaker periods in terms of the amount of work, or would you say that it is balanced?

There are definitely periods when there is more work and when there is less. In the summer there is usually less because of vacations, and also during holidays. The periods before the holidays are busier, as we work with e-commerce clients and they try to sell most of their products. I don’t prepare for it in any special way, we can always help each other in the team when needed.