Client Success Manager

United Direct Solutions is looking for a new Client Success Manager to join our team!

Summary

You are the main point of contact for nurturing and growing a book of existing accounts. You are the point person to gather, analyze and problem solve client needs. You translate these needs to the internal stakeholder teams in Estimating, Client Services, Production and Purchasing. You take the lead in communicating with your client contacts, building relationships, uncovering new opportunities within assigned accounts, onboarding new opportunities, resolving issues, and ultimately growing your book of business. The goal of an Inside Sales Representative is to continuously improve, and nurture existing accounts assigned to you and develop your sales skills.

Work Environment Benefits:

This position has a flexible work environment between office and remote locations. United Direct Solutions equips all sales team members with the necessary technology to work effectively from anywhere. Limited travel outside of Louisville and Cincinnati as needed.

Consider this opportunity your MBA in Communications. Train and build your skills across multiple disciplines both inside United Direct Solutions and externally with our clients to meet their communication goals. Be a part of the growth and dynamic culture of a well-run, established company who recognizes the power of investing in people, technology, and the future of business. Welcome to United Direct Solutions.

Job Responsibilities:

• Generates revenue by building relationships with assigned clients.
• Accomplish this by assessing client needs, understanding and interpreting technical requirements, providing technical information, and developing new relationships within the account.
• Identify opportunities for client retention, renewals, and up-sale.
• Identify automation opportunities and partner with internal team to discuss best options.
• Remain knowledgeable about customers’ business practices and functions and understand the relationship between company products/services and the appropriate needs for clients.
• Communicate and coordinate with internal teams to deliver solutions.
• Stay up-to-date with product launches and provide support to clients and the sales team.
• Ensure clients derive maximum value from our services by identifying new efficiencies with the Development team.
• Maintains CRM with notes, demos and necessary information for all assigned clients.
• Utilizes the Marketing Automation platform to communicate with clients.
• Maintains and improves quality results by following standards and recommending improved policies and procedures.
• Updates job knowledge by studying new product descriptions and participating in educational opportunities.
• Accomplishes department and organization goals by accepting ownership for accomplishing new and different requests.
• Assesses competitors by analyzing and summarizing competitor information and trends and identifying sales opportunities.
• Prepare and deliver effective client presentations and Quarterly Business Reviews.
• Manage multiple accounts; develop positive working relationships with all customer touch points.
• Schedule and lead postproduction lessons learned meetings.
• Lead efforts with requested NDA, MSA, SOW, Contracts and Pricing.
• Schedule and lead lunch/dinner outings with client.
• Schedule and lead event outings with client.
• Track revenue and growth through weekly / monthly / quarterly / annual analysis.
• Preserve customers and renew contracts
• Present demos on United Direct Solution services
• Schedule and facilitate facility tours (Louisville & Cincinnati)
• In state and out of state travel required

Specific areas of knowledge will include:

o IP Marketing/Sync

o Informed Delivery

o United Track

o Storefront

o Walk Sequence

o Drop Shipping

o Mail Piece Design

o Manifest Mailings

o Inserting Capabilities

o pURLS / gURLS

o Email Blasts

o Document Archival and Retrieval

o USPS Regulations

o 2D Barcodes

o Business Customer Gateway

o Booklet Printing

o Variable Print

o File transfer- API/SFTP/ShareFile

o Automation Services

o Data Acquisition

o And others as they become available or shift

Experience:

• Strong written and verbal skills
• Ability to translate complex concepts and processes into simple stories
• Experience in print, mail, graphic arts industry
• Experience working directly with clients
• Understanding of basic marketing and sales strategies

EDUCATION/EXPERIENCE

Bachelor’s Degree plus five or more years of experience in sales or client services area; or equivalent combination of education and experience.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, have a reasonable amount of knowledge and understanding of the industry, and be proficient in Microsoft Office, with emphases on Excel, Word, and Outlook. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, co-workers, clients, and the public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY

Ability to solve practical problems and deal with a

variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.