SENIOR ACCOUNT MANAGER

DCG ONE is one of the largest privately held marketing service providers in the country. Based in Seattle, with locations in NYC and Maryland, we help companies deliver their brand worldwide through creative, print, and fulfillment services.

The Senior Account Manager maintains, enhances, and grows existing relationships with clients for established and new accounts. This position also monitors the customer life cycle to ensure the mutual success of both the customers and DCG ONE.

Were seeking someone with strong communication, follow-up, and good internal and external negotiating skills.

BENEFITS

• Medical, Dental, Vision
• Life/AD&D Insurance
• 401(k) with matching
• Accident Insurance
• FSA, HSA
• Monthly Cookie Days!

RESPONSIBILITIES

• Exercise a high degree of discretion to successfully manage relationships with multiple customers and business units.
• Develop a deep understanding of DCG ONE Enterprise customers.
• Manage business development through:
  • Participation in New Business Proposals, RFIs and RFPs, Account/Business Reviews
  • Strategic Planning
  • Identification of additional sales and renewal opportunities
• Support internal account services and production teams.
• Lead weekly account team meetings covering pending/upcoming projects, challenges, and resolutions, and share successes.
• Demonstrate technical aptitude by being able to respond to customers technical inquiries regarding service or by being able to direct them to the proper channel or resource.
• Work directly with clients on requests for print, branded merchandise, mailing, agency and other enterprise services
• Facilitate estimate requests accordingly and deliver proposals to customers
• Initiate live job upon award; hand off to production team and track through completion
• Act as a subject matter expert on custom product features for accounts.
• Conduct regular scheduled external customer and internal team meetings as appropriate for each account.
• Build and establish lasting relationships and achieve trusted status with the customers to help them realize their definition of success.
• Conduct and develop customer training for assigned accounts, which may include on-site, webinar, or written training documents (SOPs).
• Manage initiatives to increase product adoption and customer satisfaction.
• Plays a key role in the invoicing process, process quotes, POs, invoices, etc.
• Report regularly on KPIs, including product adoption, revenue growth, etc.
• Act as an escalation point on customer complaints and follow a methodical escalation process to executives.
• Coordinate tasks and communication related to custom technical development.
• Update accounts and contact records in CRM for accounts.
• Identify areas for improvement in the customer experience both in our product and processes.
• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Interface with other departments through written and verbal communications to handle customer situations, problems, and questions.
  • Initiate and track any Corrective Actions needed with Quality Manager
• Perform quality checks throughout the production process as needed.
• Distribute all necessary forms to the appropriate departments.
• Coordinate any mid-stream production changes with production leads and update all necessary systems.
• Reconcile all orders in a timely fashion to support month-end billing.
• Perform other duties as assigned.

QUALIFICATIONS

• At least five (5) years of experience in print sales or account management preferred.
• Experience in the industry managing large customer projects preferred.

ESSENTIAL ABILITIES

• Problem Solving/Analysis
• Results Driven
• Customer/Client Focus
• Strong Written and Oral Communication Skills
• Initiative
• Organizational Skills
• Collaboration and Teamwork Orientation
• Learning Orientation
• Flexibility

PHYSICAL REQUIREMENTS

• Prolonged sitting and extensive data entry and typing
• Minimal lifting of office equipment and supplies
• May be required to lift up to 30 lbs
• Hand dexterity and strength
• Flexibility in work hours may be required

WORK ENVIRONMENT

This position is predominantly held in an office environment but will need to work also on the production floor in an industrial warehouse setting.

• This job operates in a clerical office setting. It routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
• While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, moving mechanical parts and vibration. The noise level in the work environment can be loud.

DCG ONE does not tolerate discrimination of any type and offers equal employment opportunity to all qualified persons without regard to race, color, religion, sex, natural origin, age, disability or medical condition, sexual orientation, marital status, veteran status or any other considerations made unlawful by Federal, State or local laws. We believe in providing eligible and qualified employees with opportunities to advance. DCG ONE is an at-will employer.