Job Description

As an Account Manager, you will be the key liaison between our clients and our Avenue Onboarding, Development, and Production teams. You will be expected to manage projects including scheduling, obtaining job detail information, job tracking, invoicing and must be proactive, quick thinking, a problem solver and ultra-organized, ensuring account satisfaction and service excellence. The Account Manager will project manage the day-to-day execution and optimization of Avenue Services projects - determining goals and coordinating projects while collaborating with the customer. This includes resolving and escalating issues and barriers. Primary responsibilities include client facing, enriching the customer experience with RRD through service, a positive attitude, a sense of urgency, clear communications and utmost professionalism in all interactions, ensuring account satisfaction and service excellence.

Responsibilities:

• Act as primary liaison between the client and internal teams (key stakeholders, onboarding/development and production teams). Also primary liaison between internal RRD teams and print vendors.
• Applies broad knowledge of workflows, digital asset management, problem solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high volume or high profile customer accounts, with minimal supervision.
• Establish and promote excellent customer relations through effective and proactive communications to update clients and other stakeholders on project status.
• Applies broad knowledge of workflows, digital asset management, problem solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high volume or high profile customer accounts, with minimal supervision.
• Applies analytic problem solving related to the ingestion of client supplied data into existing templates.
• Provides pre-production services and performs order management processes such as communicating job specific information, entering of order into production and preparation of timely and accurate job instructions to meet customer expectations. Applies understanding of customer’s business needs to establish solid customer relationships and facilitate problem-solving.
• Establishes and promotes excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
• Maintains contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
• Responsible for customer retention and customer loyalty.
• Facilitates the resolution of production-related problems in a timely manner and elevates appropriately when necessary.
• Responsible for working normal office hours, with the occasional need to work after hours to meet deadlines.
• Identifies and facilitates opportunities for continuous improvement in the product, process and service.
• Monitor the page production services and communicate performance to the customer. He or she will also notify the customer when pages and proofing cycles exceed the agreed limits.
• Perform other related duties and participate in special projects as assigned.

Qualifications

• Bachelor’s degree in a related field or equivalent working experience.
• 5 to 7 years of experience in project management or comparable experience with progressively expanding responsibilities.

Skills and Certifications

• Background in the premedia and/or print industry preferred .

• Excellent Mac computer skills; ability to learn new programs, and ability to provide basic troubleshooting.

• Must be proactive, collaborative, driven and seek excellence in execution of tasks.

• Experience in utilizing continuous improvement tools to create and track metrics.

• Complete understanding of the “Big Picture” which allows the individual to problem-solve, analyze potential solutions and use sound judgment to make good business decisions.

• Ability to interpret and understand clients’ expectations and guide the production team.

• Strong project management skills, organizational skills and time-management skills.

• Proven track record with strong and effective client relationships and solution delivery.

• Superior presentation and communication skills, both written and verbal, with the ability to listen for understanding.

• Ability to manage multiple projects at one time in a dynamic environment.

• Excellent interpersonal skills; experience and ability to work with cross-functional teams, internally and client-side.

• Ability to anticipate needs on behalf of the client, not only to serve the client but also increase volume and profitability.

• Knowledge of administrative software, including Microsoft Office (Excel, Word, PowerPoint); basic working knowledge of design or development skills/software (Adobe Creative Suite, including InDesign, Illustrator, Photoshop, and Acrobat)

• Must have the ability to work independently and manage high volumes of information during high-stress situations.

• Demonstrated excellence in interpersonal skills, especially in situations involving consensus and team building with strong problem solving skills.

• Able to apply broad work experience and knowledge when analyzing complex problems. Must be able consistently identify critical elements, variables and alternatives to develop solutions. Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions. Able to communicate clearly and professionally with those who need to know of decisions/actions/problems. Able to apply excellent business acumen and collaborative skills when resolving problems.

• Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand. Able to explain programs policies and procedures in language that is understood by others.

• Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted. Requires strong understanding of the impact of a message on the organization or customer. Able to write with the clarity and precision necessary for the work being performed.

• Experience with highly-variable direct mail in the financial or insurance industry is a plus.

• Experience in Data Driven composition (Mail Merge, Data Merge, etc…) is a plus.

• Understanding of programming logic is a plus.

Additional Information

RRD's current salary range for this role is $67,800 to $105,800 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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

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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