Account Manager - DM

About the job

As part of continued expansion and following significant investment in the business, our client is looking to recruit an experienced account manager to join its growing team and support the achievement of business goals.

This role will be entirely responsible for the service delivery of key client accounts (direct mail, print and digital services). This will include being responsible for a high level of client communication, that issues are managed and resolved professionally, that clear audit trails for jobs are available, when requested, and have a proactive approach to ensure invoicing is carried out on a timely basis, ensuring all additional costs are captured, communicated in a timely manner and charged on invoices to clients.

Description:

1. A working knowledge of the range of services provided.
2. Manage key strategic clients assigned ensuring that the company is presented as a professional, value added solutions provider to all clients.
3. Understand and comply with company policies and procedures.
4. Undertake support tasks as required (e.g. managing issues, invoicing, etc.).
5. Ensure that all documentation is correctly completed on time and in a presentable manner. To ensure that all documentation meets compliance requirements and that all jobs have an estimate, time and sequence plan, brief, clear work instructions & matrices, approvals, proof of delivery/postage and invoices available.
6. Ensure that all invoicing is completed within 48 hours of completion of a job. To ensure that all additional costs are fully documented and invoiced. The Senior Account Manager must escalate to their Line Manager any additional charges that clients do not want to pay for.
7. Participate in team meetings for production status and pre-production meetings for new projects.
8. Administer jobs with effective cost management to ensure work is completed on time and within budget.
9. Ensure that clients are kept informed of the progress of their job daily.
10. Be fully aware of the client portfolio allocated and to track performance on each account to include full awareness of turnover and trends.
11. Be fully aware of job status at all times – to ensure a daily presence on the production floor to ascertain  jobs are being processed in accordance with client requirements and sign offs.
12. Escalate and manage any issues internally through to client resolution and satisfaction.
13. Monitor overall client satisfaction through Customer Satisfaction Surveys and scheduled Service Review Meetings where appropriate.
14. Host Service Review Meetings and deliver key account management information, identify process and campaign improvements and present new opportunities when required.
15. Develop and add additional revenue to active accounts.

Key Skills:

1. Excellent verbal and written communication skills
2. Effective listening skills
3. Good administration skills
4. Computer literate with a good understanding of Management Information Systems (e.g. Shuttleworth) and Microsoft applications.
5. Methodical with good attention to detail
6. Ability to accurately translate key strategic client requirements into production requirements
7. Excellent knowledge and practical understanding of; lithographic printing & finishing, digital & laser printing, managing data and data briefs, envelope production, mailing and postal services
8. Be able to generate innovative and effective solutions and added value to both meet and exceed client requirements
9. Able to cope with multiple projects at one time
10. Team player, able and willing to assist other members of their team and to contribute towards common team objectives
11. Flexible and able to cope under pressure
12. Understanding of commercial issues surrounding jobs and the need for invoicing jobs within 48 hours of completion of work.
13. Understanding of responsibilities in regard to compliance issues and safeguarding the company.