• 401(k) matching
• Health insurance
• Home office stipend
• Paid time off

• Serve as the primary point of contact and escalation owner for assigned customers
  
  
• Build trusted, long-term customer relationships through consistent communication and delivery excellence
  
  
• Lead quarterly customer meetings (QBRs) to ensure alignment, gather feedback, and identify risks and growth opportunities
  
  
• Proactively identify and manage at-risk accounts and develop mitigation or recovery plans
  
  
• Work closely with customers to monitor billing, scope alignment, and service expectations, ensuring accuracy, transparency, and timely resolution of billing-related issues
  
  
• Act as the primary point of contact for internal escalations related to assigned accounts, coordinating cross-functional resolution while maintaining clear customer communication
  
  
• Lead customer-facing escalations when issues arise, taking ownership of communication, expectation management, and resolution in partnership with leadership as needed

• Ultimately accountable for ensuring all client work is delivered accurately, efficiently, and within agreed SLAs
  
  
• Review key performance indicators (KPIs) at least bi-monthly, including SLA compliance, turnaround times, error rates, and rework
  
  
• Work closely with Post-Production (PP) and internal teams to ensure deliverables meet or exceed customer expectations
  
  
• Own issue resolution, escalations, and corrective actions

• Monitor Gross Profit Margin trends across the assigned customer portfolio
  
  
  
• Identify and execute opportunities to improve GPM through:
  • Scope alignment
  • Pricing discipline
  • Efficiency improvements
  • Reduction of rework and exceptions
    
    
• Escalate pricing, scope creep, or margin erosion risks to leadership with data-backed recommendations

• Produce customer-facing reports including KPIs, trends, and performance insights
  
  
• Prepare quarterly review materials highlighting value delivered, service performance, and improvement initiatives
  
  
• Use data to inform decisions, recommendations, and prioritization

• Create a customer-facing bulletin or newsletter article at least once per month
  
  
• Develop content focused on:
  • Customer education
  • Service awareness
  • Cross-sell and up-sell opportunities
    
    
• Ensure content is engaging, relevant, and worthwhile for customers
  
  
• Maintain, segment, and grow a customer recipient list
  
  
• Collaborate with leadership to align messaging with strategic priorities
  
  
• Contribute to and execute an annual plan for monthly content themes and ideas

• Develop, mentor, and coach Scheduling Specialists and Senior Scheduling Specialists
  
  
• Leverage the Senior Scheduling Specialist for analysis, escalation handling, and succession planning
  
  
• Ensure clear task delegation, accountability, and SOP adherence across the account team
  
  
• Support onboarding, training, and continuous improvement

• Customer retention and satisfaction
  
  
• SLA compliance and delivery accuracy
  
  
• Revenue stability and growth within portfolio
  
  
• Gross Profit Margin improvement
  
  
• Quality and consistency of reporting and insights
  
  
• Engagement and effectiveness of customer communications
  
  
• Development and readiness of Senior Scheduling Specialists
  
  

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