A6581 Manager Client Services

This role will focus on our largest and most complex strategic customers. They will have a high degree of customer interaction - cultivating owning and managing client relationships at all levels in the organization. Functions as the trusted customer advisor. Responsible for the Health and retention of the account. Accountable for account revenue growth expanding products and service offering and alternate revenue streams.

Oversee Strategic Relationship staff who manage multi-channel communication projects on behalf of major customer accounts. Sets direction and priorities for RRDs service team. Position will lead efforts relating to strategic initiatives including continuous support model improvements and compliance to achieve contractual targets and related performance metrics. Position will require extensive collaboration with Customers RRD stakeholders and external print and service providers.

Responsibilities :

• Responsible for the account management activities during and after the sale to enable the Sales Representatives to focus on selling activities
• Respond to customer requests and inquiries regarding current and future work
• Resolve issues that may arise during production of customer products. Keep leadership and sales team informed of customer project status progress issues enhancements and modifications as required
• Maintain accurate complete up-to-date standard operating procedures in addition to detailed account history
• Assist in the implementation and execution of products and services
• Consult with Customers to understand business issues and goals and works with customer to develop improved solutions to business needs
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities
• Work with Sales Representative Sales Management and Leadership in identifying customer needs and opportunities to secure new business.
• Maintain up to date knowledge of industry trends new products specifications competitor strengths and weaknesses and communicates new information to Sales Representatives
• May be involved in specific customer projects as assigned by sales management
• Performs other related duties and participates in special projects as assigned
• Primary agent of problem resolution and Customer Service enhancement.
• Performs other related duties and participates in special projects as assigned
• Work with Customer to manage their print and communication needs
• Partner with Customer to ensure all goals and objectives are met on a project-by-project basis.
• Assist maintain and manage specifications quoting process and order entry
• Assist and / or guide staff in the development of custom printing projects : including size material and print recommendations and researching new idea element
• Assist in the facilitation of creating prototypes and development of custom print pieces
• Maintain all Customer compliance procedures and ensure the Customers branding guidelines are met
• Work with vendors to ensure SLAs are met and products are received by the customer on time
• Make recommendations to the customer to move print work to other sites / vendors when issues arise
• Provide monthly reports on spend internal vs. external source number of projects.

Qualifications :

Additional Information :

All your information will be kept confidential according to EEO guidelines.

The national pay range for this role is $77900 to $124600 / year. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon but not limited to : education skills experience proficiency performance shift and addition to base salary depending on the role the total compensation package may also include participation in a bonus commission or incentive program. RRD offers benefits including medical dental and vision coverage paid time off disability insurance 401(k) with match life insurance and other voluntary supplemental insurance coverages plus tuition assistance maternity leave adoption assistance and employer / partner discounts.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer including disability / veterans

Remote Work : Yes

Employment Type : Full-time

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Experience : years

Vacancy : 1