Client Services

Position Summary:

The Client Services Account Manager will act as the primary liaison for clients, overseeing campaigns from initiation to completion. They will ensure exceptional service delivery, enhance client satisfaction, and support retention efforts. The Account Manager's responsibilities are carried out under the supervision and guidance of an Account Executive.

Essential Functions:

• Develop and maintain strong relationships with clients, understanding their marketing goals and needs while acting as a liaison with the client, internal departments, and external vendors.
• Manage end-to-end direct mail campaigns, including planning, scheduling, and execution.
• Collaborate with creative, production, and logistics teams to ensure timely delivery of campaigns.
• Provide clients with strategic guidance, open and transparent communication, and reporting as required.

• Responsible for managing externally sourced materials related to orders, including processing, procurement, addressing deficiencies, and ensuring accurate reporting.

• Prepare and present campaign progress reports both internally and externally.
• Track client campaigns, verify incoming data, maintain job data in systems, provide samples, proof, and approval samples, and any other job-specific tasks that may be required.
• Monitor campaign performance and troubleshoot any issues that arise.
• Ensure all campaigns comply with industry standards, postal regulations, and client specifications while staying informed about industry trends and innovations in direct mail marketing.
• Upsell and cross-sell services to maximize client value.
• Maintain accurate records of client communications, campaign details, and billing.

• Work towards continuous improvement and expertise in Direct Mail.
• Provide off-hours support or a modified work schedule as needed.
• Comply with company policies and procedures and promote company values and culture.
• Perform other duties as assigned.

Essential:

• Clear and effective communication with team members and other departments
• Attention to detail and accuracy, along with a keen understanding and adherence to quality standards.
• Ability to plan, organize, and prioritize work with shifting tasks.
• Problem-solving skills to address challenges and implement improvements. 
• Strong project management skills
• Ability to work under tight deadlines and manage multiple campaigns simultaneously
• Expertise in Direct Mail 
• Demonstrated knowledge in USPS regulations as they pertain to the design, qualification, and postage costs of Direct Mail campaigns.

Reports To:

• Director of Client Services

*The Senior Account Manager in this role will have more industry-related experience and will be required to take on additional responsibilities, including leadership and process improvement projects.  This role will oversee larger and more strategic accounts, lead complex client relationships, mentor junior team members, and contribute to account planning and overall growth strategy. This is a trusted advisor to clients and plays a more active role in driving overall account success.