Eric Keough
Director of Account Services
AnswerThink

1. Take us through your career path.

Believe it or not, I graduated with a degree in Mechanical Engineering and begin my career designing aircraft engine parts for General Electric in Lynn, MA. Tough job, tough commute. I learned a ton in a few years - most importantly, engineering was not for me. After much career counseling with friends, family, and colleagues, I decided it was time for a change. Next stop graduate school for an MBA. It was during my second year I was introduced to the wonders of advertising through Hill Holliday's internship program. The program was more like photocopying boot camp but the AE I worked for was terrific. She taught me the basics of advertising and client management. Upon graduation I accepted an offer with Bronner Slosberg Humphrey (now Digitas) working on the American Express account. Over the next five years I learned the ins and outs of direct marketing and building strategic solutions for clients. My solid foundation in the direct arena has been crucial to my success in the interactive space. I'm now the Director of Client Services at AnswerThink (formerly THINK New Ideas) and rely on those skills to help our clients' build their businesses online.

2. What could you say about account services that would surprise people?

I never thought I'd find something I enjoy doing so much - and actual make a living at it!

3. For someone new to account services, what types of skills would you view as necessary for success?

Three simple things - people skills, people skills, and people skills. Now I'm not saying you don't need to be competent in marketing, strategy, or problem solving. A core understanding of those proficiencies is essential. At some level they are points-of-entry into account management. But I believe with the right mentor or manager, the technical skills can be learned. Let's face it, the core of our craft is working with people. Think of how many individuals an account person must interact with on a daily basis to succeed at his or her job. We rely heavily on other people. I've seen too many folks fall flat on their face due to poor personal and managerial skills - not being able to effectively read a situation, not knowing when to speak and when to listen, or not being able to adjust their approach to different people or circumstances. Most of these things can't be taught, you either have it or you don't. Those that do are on the right track to succeed in account management, those that don't should look for a job in engineering.

Oh yeah, a good sense of humor and not taking yourself too seriously are two other fine ingredients.