Client Manager

Job Brief:

At PrintMail, our mission is to provide a Better Way. We share a common set of core values – We Value Excellence, We Take Ownership, We Serve Others, We Are Customer Focus and certainly not least, We Have Fun! Come work at PrintMail Solutions and help us provide a Better Way where diverse experiences, backgrounds and perspectives are valued! PrintMail Solutions is proud to be an Equal Employment Opportunity and ADA compliant employer.

The Client Manager I is the main point of contact for a designated book of business. The successful candidate can work in a fast-paced environment and is responsible for client relationships including but not limited to strategic account management, and small-scale project management. The Client Manager is responsible for communicating clearly and concisely to our clients and internal personnel, manages timelines and ensures the overall success of the clients’ relationship.

Responsibilities:

• Serves as the primary owner of client relationships within their assigned book of business
• Responsible for developing and maintaining client relationship: serving as their Project Manager, Account Manager, and escalation point of contact.
• Support the sales organization to create plans for client contract renewals, leveraging the relationship to ensure alignment with client priorities.
• Serves as the client’s internal advocate across the organization, representing the client’s needs.
• Responsible for acting as the Project Manager for some small to medium client projects, maintaining artifacts related to the project management life cycle, communicating project status both internally and externally, and owning end to end project delivery, ensuring projects are delivered on time and on budget.
• Conducts business reviews with clients to ensure organizational and project alignment with client’s short term and long-term priorities as needed
• Owns client communication across the organization, collaborating with other departments such as System Operations in maintaining a seamless client experience.
• Acts as a client lead during key initiatives such as tax season, new product launches and larger scale product updates.
• Offers innovative solutions to solve client challenges, and expand client relationships through renewals and upselling, factoring internal and external constraints such as budget, timeline, and capacity in developing strategies.
• Acts as a leader, operating with a high level of autonomy in delivering responsibilities, utilizing experience and offers recommendations for the overall growth of the department and organization.
• Quickly adapts to frequently changing priorities and business processes, leveraging strong problem-solving skills, an ability to autonomously prioritize work, and an agile approach to executing.
• Collaborates frequently and effectively with peers at all levels of the organization while creating relationships.
• Identifies best practices from both inside and outside the organization, leveraging their role to influence change and optimize process.
• Manages client business deliverables within an Agile business methodology, owning project delivery and long-term client health.
• Must be technically proficient to execute project requests.
• Responsible for Net Promoter results, including responsive action plans for any detractors.
• Responsible for maintaining company targeted KPIs, including project delivery timelines and customer satisfaction metrics.
• Travel may be required up to 10%.
• Other duties as assigned.

Competencies:

• Must conduct yourself in the spirit of our core values
• Excellent verbal communications and written communication skills
• Excellent organizational and interpersonal skills
• Excellent project management skills
• Strong analytical, problem-solving skills
• Ability to plan, organize and prioritize multiple projects to meet deadlines and complete tasks in an accurate manner
• Ability to work collaboratively and effectively with diverse staff, colleagues, and clients
• Demonstrated ability to analyze problems/issues, gather data and information, evaluate, and recommend alternative solutions
• Demonstrated skill in accurate record keeping with strict attention to detail, organize and maintain efficient files and records
• Ability to use discretion, exercise good judgment and resourcefulness, tact. Diplomacy and maintain strict confidentiality
• Demonstrated skill in expressing ideas clearly and effectively

Requirements

• Bachelor’s Degree in Business, Computer Science, or related field and/or a minimum of 2 years’ experience in an Account Management or Project Management role.
• Ability to develop and foster relationships to ensure customer satisfaction
• Ability to estimate, quote, and prepare estimates/SOW’s
• Excellent verbal, written, and listening skills.
• Skill and proficiency using Project Management Software such as Jira, Asana, MS Project, or other applications.
• Ability to use discretion, exercise good judgment and resourcefulness, tact, diplomacy and maintain strict confidentiality.
• Ability to plan, organize and prioritize multiple projects to meet deadlines and complete tasks in a timely manner.
• Ability to build and maintain strong relationships.
• Ability to learn and retain new and frequently changing business processes.
• Agile Scrum experience a plus.
• Preferably onsite but flexible.
• Printing or software industry experience is preferred.
• Banking industry experience is a plus.

Supervisory Responsibilities:

Position does not include responsibility for the work of others.

Work Conditions:

Job is performed under good working conditions.