Account Director

Job Description

Job
Account Director

Job
Director, Account Management - Marketing

Position Title
Account Director

Position Summary
The Account Director is vital to the Client Services department as the main Customer contact. Account Directors are assigned to the top tier Deluxe Marketing accounts. The Account Director focuses 50% on Customer Management, 40% on people leadership and 10% on managing high profile projects.

As an Account Director you will lead a team of Account Managers and/or Account Coordinators. While there are no strict rules for this, the Account Director should be able to interact with senior level customer contacts. The Account Director should know everything about the account. To be successful in this position, an Account Director should have some technical experience in managing relevant mastering, localization and distribution services work so that they can explain any technical issues that arise. The team is responsible for ensuring the Customer's monthly orders are fulfilled on time with no defects.

Main Duties

1. Leadership
• Identify areas of improvement for customer satisfaction and present them to the management team
• Identify ways to improve revenue opportunities with the Customer
• Define objectives that measure performance and are in alignment s with Deluxe's goals and work to meet those objectives
• Monitor the order management tasks being performed by managers and coordinators on their team.
• Ensured all billable work is invoiced – working with the client and business to build estimates, ensure PO's are collected and processed.
• Lead their team by example and focus on continuous improvement of the team.

2. Customer Management
• Externally
• Provide day to day support to the Customer with laser focus on excellent customer service and customer satisfaction.
• Supply the Customer regular account statuses, such as missing asset reports, pitch schedule and delivery schedule to the customer.
• Manage the business side of the customer relationship, specifically managing the customer to the rate card and ensure the rate card is clear.
• Work with customer to optimize and simplify, where appropriate, to better match services to be provided.
• Work with third-party Content Providers and Customers, establishing and maintaining relationships, making sure that the Operations team receives assets and files on time and in compliance with policies.
• Spend at least 3 hours per month with customers in person, either through lunches, coffees or office visits covering a variety of levels.
• Internally
• Monitor delivery dates for titles/assets, that have been entered into internal systems (HAL), and Email/verbal communication for special cases and exceptions.
• Load balance effectively across all locations and time-zones.
• Daily identification of title/assets which are late or at risk of missing customer-specific SLA requirements.
• Proactive escalation of these issues to the Content
Operations team and monitor the resolution/delivery.
• Coordinate with internal operations teams across all locations to ensure on time delivery of all Customer orders. Set priorities according the daily work schedules and delivery SLA and other content types according the delivery schedule.
• Notification to the internal stakeholders' teams any client workflow changes, request to on-board new providers, delivery delays and programming changes.
• Accountable for OTD, escalate OTD issues, client communication of any OTD delays.
• Responsible for ensuring all departments are aware of high-profile titles, preparing plans as needed.
• Act as the communication liaison between all facilities/teams as it pertains to each client.

3. Management
• Responsible for managing the team responsible for fulfilling the customer's orders
• Responsible for resource mgmt., ensuring resources are available to meet customer expectations
• Responsible for ensuring all team members follow the SOPs
• Training

4. Delivery Forecast
• Responsible for forecasting monthly orders.

5. Billing/Revenue Tracking
• Ensure the wiki revenue trackers are maintained weekly
• Prepare and send invoices in a timely manner, except when dictated by guidelines within SOWs
• Ensure team is issuing timely billing to customers
• Weekly status update for key stakeholders on titles delivered (to be defined)  

6. Reporting
• Responsible for weekly OTD reports
• Responsible for tracking and reporting on Defects
• Responsible for managing RCAs
• Report on any SLA penalties

7. Escalation
• The Account Director is the first line for an escalation, internally and externally

What You Bring
• BA degree in Business Administration or related field preferred.
• Proven ability to effectively lead a team of individuals.
• Strong verbal and written communication skills.
• Must have strong interpersonal skills.
• Demonstrated ability to work effectively in a fast-paced team environment.
• Ability to manage workflows in multiple locations across multiple time zones.
• Highly organized and able to work independently within their own process.
• Proven ability to design processes from the ground up to support an evolving business need.
• Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form.
• Proven ability to identify the correct problem and solve it.
• Must be able to effectively document all processes, designs, and data flows.
• Strong attention to detail and ability to juggle multiple priorities is a must.
• Ability to work well under pressure and within tight deadlines.
• Ability to listen and engage different cultures and perspectives.
• Positive, service-oriented personality.
• Ability to learn and process information quickly is a plus.
• Flexibility to work extended hours as required
• Ability to travel as needed by the business.

We offer a competitive salary and comprehensive benefits, including 401(k) and tuition reimbursement.

Diversity Statement

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy 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, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state, and federal law.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.

Jobcode: Reference SBJ-rbj3me-3-129-67-26-42 in your application.