Senior Account Manager - DM

About the job

A highly successful print and communications business is on the search for a Senior Account Manager to be the primary point of contact for some of the company’s most valued clients within the Direct Mail, Utilities and Banking Sector. This role will be responsible for ensuring client satisfaction, managing client expectations, and driving long-term relationships. 

You will play a critical role in understanding client needs from data driven campaigns, coordinating with internal production teams to deliver on those needs, and identifying opportunities for upselling and cross-selling products and services. This role requires exceptional communication skills, strategic thinking, and a deep understanding of client management.

Accountabilities and Responsibilities 

Client Relationship Management 

• Develop and maintain strong, long-lasting relationships with key clients, serving as their primary point of contact. 

• Regularly engage with clients to understand their needs, objectives, and challenges. 

Account Growth 

• Identify opportunities to grow accounts through upselling and cross-selling services and solutions. Proactively present new ideas and strategies to clients to help them achieve their goals. 

Project Management 

• Oversee the delivery of projects and services to clients, ensuring they are completed on time, within scope, and within budget. 

• Coordinate with internal teams to manage resources and timelines effectively. 

Strategic Planning 

• Collaborate with clients to develop and execute strategic account plans that align with their business objectives. Provide insights and recommendations to enhance their experience with the company. 

Issue Resolution 

• Act as an escalation point for client issues, working quickly to resolve concerns and maintaining high client satisfaction levels. 

• Communicate issues and solutions clearly to both clients and internal teams. 

Performance Tracking 

• Monitor and report on the performance of client accounts, including tracking key metrics such as client satisfaction, retention, and revenue growth. Regularly present account reviews to clients and internal stakeholders. 

Cross-Functional Collaboration 

• Work closely with sales, marketing, product development, and other teams to ensure the client’s needs are being met and to support the development of tailored solutions. 

Client Onboarding 

• Lead the onboarding process for new clients, ensuring a smooth transition and setting clear expectations. Provide training and support to help clients maximize the value of our services. 

Market & Industry Knowledge 

• Stay informed about industry trends, market conditions, and competitors to provide relevant insights to clients and to position the company as a trusted advisor. 

Skills and Key Competencies : 

• Strong relationship-building and interpersonal skills 

• Excellent communication, negotiation, and presentation abilities 

• Strategic thinker with a problem-solving mindset 

• Proven track record of growing client accounts and driving revenue 

• Ability to manage multiple projects and deadlines in a fast-paced environment 

• The ability to learn new software systems both internally and client management tools 

• Familiarity with specific industry knowledge within a data and production environment