Description
The Account Manager is responsible for providing exceptional client experience from project inception through to completion, focusing on the successful coordination of print, mail, and digital communication projects.
The Account Manager manages the entire production process of jobs from the point of hand-off by the Account Executive through completion and follows standard proactive communication practices between the Client, Manufacturing, and the Account Executive to keep all key stakeholders informed on daily status and project updates.
Essential Job Functions, Duties, and Responsibilities
1. Develop trusted-advisor relationships with key accounts and client stakeholders.
2. Meet with clients via phone, virtual, and occasionally face-to-face to understand their needs and explain product value.
3. Communicate, deploy, and deliver updates to clients with the client’s specific communication preference regarding project updates and key deliverables.
4. Adhere to best practices and defined workflow within the Account Management Department.
5. Interpret client specifications for quote requests and submit pricing. Understand job costing and specific client price lists.
6. Collaborate with internal departments to ensure timely and successful delivery of solutions according to customer needs and objectives.
7. Follow standard practices for writing clear and concise project instructions based on client expectations, production capabilities, and postal regulations.
8. Generate distribution and mail list planning.
9. Act on behalf of clients by reviewing art and data proofs and submitting alterations.
10. Provide proactive and effective daily project status updates to clients including any changes in cost, paper, ink, production schedule, and invoicing.
11. Respond promptly and efficiently to emergency situations for both the Account Management team and clients.
12. Meet with internal and external clients to respond and resolve complaints and conflicts in a positive and respectful manner. De-escalate client concerns and feedback.
13. Understand and use SeaChange billing system and specific client price lists.
14. Ensure that clear communication and accurate billing invoices based on the specifications of the job are provided to the clients prior to sending.
15. Communicate with other departments to provide or obtain information necessary to complete assigned accountabilities satisfactorily.
16. Act as a liaison and integrate efficient procedures within SeaChange systems cross-functionally throughout the organization.
17. Other duties as assigned.
Required Skills and Qualifications
1. Industry-related mailing and print experience required.
2. Excellent communication and writing skills to appropriately interpret and relay production instructions.
3. Professional and proactive interaction with clients and internal clients is a key component of the position.
4. Extensive knowledge of the print and mailing industries, high quality standards, mature judgment, and strong organizational work habits.
5. Must have a background using Microsoft Office products including Excel, Word, Outlook, PowerPoint, and Teams.
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