Account Director

Job Description

Job
Account Director

Account Director, Client Services

Introduction to Deluxe

Deluxe is the entertainment industry's largest end-to-end services provider producing, versioning, delivering, archiving, and monetizing content, so clients can realize bigger visions and unlock more value from their assets. Deluxe Distribution is a division which includes post-production, distribution, and asset management capabilities. For 100 years, Deluxe has been an integral and reliable partner for filmmakers and studios, networks, advertisers, and broadcasters worldwide.

Structure

This role forms part of a global client services team where it manages a small team of Account Managers responsible for all theatrical content for a major Hollywood studio.

Working context

Deluxe Distribution brings together all cinema, localization & delivery services to form a single Worldwide division operating 24/7 for its customers. A mindset of continuous improvement; being constantly inquisitive and think of ways of how we can improve our services, is at the heart of what we do. A lot of the content we handle is highly confidential, so we comply with strict security protocols including having highly secure facilities for our people to work in.

The Position
• To lead a team responsible by providing exemplary client service to a major Hollywood studio for all US theatrical services, with a primary focus on localized digital cinema mastering, theatrical distribution and KDM management
• To help form an industry leading client services team with the VP & Director of Client Services, and the other account leads within the global team
• To ensure that Deluxe's clients receive industry-leading service across all Distribution service lines
• To work with operational managers and sales leads to improve the way clients work with Deluxe

Key Responsibility Areas

This is a very demanding and fast-moving position that requires someone who is a proactive and positive thinker. You will be an effective communicator who is able to exercise good judgment and initiative in the following areas:

Leadership
• Coach and mentor team performance, and drive continuous improvement
• Initiate and manage the successful execution of all high-level projects utilizing available resources
• Active responsibility for learning and development across the Client Service Rep (CSR) team
• Responsible for pipeline management for fulfilling client orders across multiple workflows
• Responsible for ensuring all departments are aware of high-profile titles, preparing plans for successful execution as needed.
• Work as principle contact with Operations, Project Managers and Technical teams to improve tools and processes as needed to continuously improve on workflows for the CSR team
• Attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specific level of knowledge pertaining to new developments, requirements, and policies.

Account Management
• Provide escalation support to the client and key stakeholders with a strong focus on excellent customer service and client satisfaction
• Host continuous improvement conversations with the client to understand their needs to structure our teams and build our workflows efficiently ensuring we provide the most holistic service possible
• Build and maintain strong client relationships across all workflows with a set client visit cadence where possible
• Identify additional workflows opportunities with the customer and work with the Global Account Lead and VP of Client Services to vet and implement
• Identify and collaborate on areas of opportunity to grow client satisfaction Administration
• Responsible for aggregating data across the department for forecasting monthly orders
• Monitor tracking of billing / revenue across the account
• Ensure daily billing is being processed and investigate roadblocks for timely billing
• Provide status updates for the VP and Director of Client Services and other key stakeholders

Skills and experience
• 5+ years' experience of working within a busy, deadline driven client environment with direct report responsibility
• A knowledge of Digital Cinema and Localization processes a plus
• A knowledge of distribution technologies, client ordering workflows, and resource coordination
• Skills in developing sales and/or new business opportunities an advantage
• Experience of dealing directly with large 'blue chip' clients and can demonstrate key client relationships
• A track record of successfully delivering time critical projects
• Ability to coordinate workflows in multiple locations across multiple time zones.
• Strong attention to detail and ability to juggle multiple priorities is a must.
• Wide-ranging and knowledge of clients within the areas of film, broadcast, and media platforms
• Strong commercial acumen with an interest in building and growing commercial relationships
• Be a positive, pro-active, and positive role model to the team with the ability to encourage individuals to excel
• Great relationship skills - warm, sincere, friendly, and approachable
• Ability to effectively delegate responsibilities while remaining fully in control
• Supportive, collaborative
• Professional, driven and solutions focused
• Must have exceptional skillset across Microsoft Office; experience of a scheduling system would be beneficial

Reporting to Relationship

The role will report to the VP of Client Services and will be expected to contribute to the future growth of the account and the wider business. As well as the US team, the Account Director will work closely with the respective global account lead for their client to align strategy and service the account. The role will be based in Burbank, CA but with the options for home working and travel to Deluxe facilities and clients' offices as needed. This role and indeed all key client services functions will be fluid in terms of location and team members are expected to manage their own time and location depending on requirements of their workload / client portfolio.

Measurables
• Client demonstrates trust by growing their business with us
• Client SLAs and delivery dates are consistently met/exceeded
• Create a succession plan in concert with the VP of Client Services and HR
• Ensure that individuals on your team are being groomed for promotion opportunities
• Increase engagement of the studio account team and decrease attrition
• Ensure new business opportunities are quickly realized and implemented in a timely manner
• Ensure reports have coaching and mentoring support
• Help ensure Distribution Client Services are known as a high performing team that are constantly willing and able to exceed expectations

If you are an independent thinker with a high level of ingenuity and the above qualifications, then we'd like you to join our team! We offer competitive pay and benefits program, including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Deluxe's policy is to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, g

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Jobcode: Reference SBJ-gpqpmo-18-191-244-172-42 in your application.