Account Manager

Description

The Account Manager serves as a liaison between our customers and the various areas of expertise across our company. They share customers’ detailed requirements including design, print, binding and mailing of projects with the various teams within our company, as well as outside vendors, who produce their jobs. In addition, the Account Manager is responsible for procuring outside services; performing print layouts for clients; facilitating informative meetings to share requirements internally; and working with Sales to coordinate client meetings as appropriate.

- Manage communications between upper management and employees
- Solve problems for clients by understanding and exceeding their expectations
- Follow up with clients regularly to ensure needs are being met and to identify opportunities
- Understand and document customer-specific program processes
- Process orders and monitor schedules to provide on-time product delivery
- Work as liaison between the client, management and internal production departments to track and manage orders in progress
- Provide direction to and coordinate with production and scheduling departments
- Communicate with Account Executive, Client Service Teammates, and clients about job statuses
- Investigate client concerns or complaints, promptly verifying specifics and providing timely issue identification and resolution; escalate to appropriate team members if assistance is needed
- Identify areas for improvement and research potential solutions to increase client satisfaction levels and/or provide internal process improvement
- Back-up other team members when necessary

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In keeping with Mittera’s philosophy that each individual should be encouraged to reach his or her full potential, and in compliance with the American’s with Disabilities Act (ADA), reasonable accommodations or modifications will be made for qualified individuals with disabilities to perform the essential functions of this position. Hours may vary depending on departmental staffing needs.

- High School degree or equivalent required; Associate Degree or certificate in business or related field preferred
- 1 – 3+ years of relevant experience required
- Ability to manage multiple accounts
- Ability to understand client needs and negotiate costs and services
- Must be well organized, able to respond quickly to changing situations
- Must be organized and have the ability to plan, prioritize and follow through on projects assigned with minimal supervision required
- Effective communications skills with all levels within the organization, clients, and outside vendors
- Strong computer skills and proficient in Microsoft products
- Detail oriented; excels in problem identification and resolution
- Able to work through customer demands and shifting priorities
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
- Must have the ability to work effectively in stressful situations and meet stringent deadlines
- Proficiency with CRM software and an aptitude for learning new systems
- Ability to use basic math skills, such as addition, subtraction, multiplication, division, measurements and critical thinking, to solve practical problems
- Able to work non-traditional hours (as needed)

Physical Requirements

- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 20 pounds at times.
- Requires fine motor hand and arm movement, manual dexterity and coordination.
- Must be able to access and navigate each department in the facility