Director of Client Services

The Director of Client Services leads the Account Management team, overseeing people leadership, workflow, procedures, and cross-functional coordination to ensure project success and client satisfaction. This role supervises the Executive Coordinator and partners closely with Account Executives and operations teams across Prisma locations.

A candidate must have excellent verbal and written communication skills, strong computer skills, be organized, detail oriented, and have an excellent understanding of printing, mailing and the overall marketing ecosystem as a whole. A general comfort level and understanding of various platforms and systems used to manage overall workflow (Billing, Project Management, CRM, etc.) is critical to this role. Recruiting, interviewing and managing team members is also an important aspect of this role due to the size and changing dynamics of the team. The ideal candidate is entrepreneurial, energetic, organized, continuously learning, client-focused and professional.

Key Responsibilities

• Execution: Manage the Client Operations manager, the Account Management team and Executive Coordinator. This includes recruiting, interviewing and onboarding new team members. Collaborating with department managers, the Account Executives and other Prisma locations for project success and client satisfaction is a must.
• Client support: Supports specific clients in their day-to-day, as well as special projects. Provides additional oversight and support as needed.
• Lead and coach: Assists the Account Manager team and Executive Coordinator to balance production needs while ensuring our clients are top-of-mind while adhering to best practices.
• Overall Customer Engagement: Maintains relationships with major customers ensuring a high level of customer experience.  Participates in onboarding of major accounts and business reviews / account roadmaps for wallet share expansion as appropriate.
• Conflict Resolution: Proactively works with the account manager, sales rep, ops team and customer during conflict management.
• Workflow and Efficiency: Understands the systems and workflow within the department. Refining existing procedures, as well as updating the Pace (Project Management system) manual are core responsibilities. Implementing new processes and procedures to gain efficiency for clients and production is always a focus. Outreach to other Prisma locations is needed, so the facilities are aligned in Pace, intercompany work and VMI transfers. Timely documentation ensures the procedure is clear and establishes exceptional execution.
• Department Collaboration: Works with all departments throughout Prisma, including prepress, press, bindery, grand format, digital, dokshop production, fulfillment, mailing, dokshop admin, pick/pack, and shipping and accounting to improve workflow. A solid relationship with human resources is needed to manage staffing needs.
• Compliance: Adheres to standard operating procedures (SOPs) and departmental guidelines.
• Team Environment: Works in a team-oriented environment, while maintaining professionalism.

Position Structure:

The responsibilities of this position focus on project success, client satisfaction and performance expectations. This position must identify process gaps to ensure all revenue is captured. This is accomplished by established workflows that are periodically reviewed for improvement. Success in this role relies on the use of standard procedures with minimal spoilage. This position reports to the Executive Vice President – Sales, Marketing & Account Management.

Qualifications:

To perform this job successfully, an individual must be able to fully execute each essential duty with precision and attention to detail. The role requires availability for 8-10 hours a day, and should an emergency occur, may require remote work outside of a standard workday. Candidate should be computer literate, proficient in the Microsoft Suite, as well as collaboration tools, and capable of quickly learning our programs: Pace, Salesforce, Process Shipper, dokshop, SLIM, and HubSpot. Creative thinking and collaboration are cornerstones of the position.

Experience:

Work experience in a fast-paced, detailed environment, is recommended, with 10 years in print management preferred.

Education:

High school diploma or equivalent, plus a college degree is preferred.

Core Skills:

Professional and business written and verbal skills are required, both client-facing and within the company. Accurate, complete, and concise job information must be relayed to production effectively, so superior organization skills are a must.

Performance Measurements:

•              Client satisfaction and retention are central to this role.

•              Exhibit self-motivation and ability to work independently.

•              Complete all assigned duties in a timely manner.

•              Demonstrate strong problem-solving skills.

•              Quickly interpret information and react to time-sensitive situations.

•              Organize projects effectively at the start of production for success.

•               Show cooperation and a willingness to help others achieve their objectives.

Salary : $110,000 - $140,000