Director, Account Management

Job Description

Job
Director, Account Management

Position Title

Account Director

Position Summary

The Account Director (AD) occupies a vital role in the Client Services (CS), department reporting to the Vice President of CS. As the lead for an account, the AD oversees strategy and management for a team executing upon the customer's projects, ensuring customer satisfaction at the highest level. To be successful in this position, an AD will have a blend of business savvy, people/project management, and workflow knowledge (e.g., fulfillment, mastering & localization).

Main Duties
• Build and foster relationships between your team and Deluxe's customers to understand and champion their business objectives.
• Collaborate with Deluxe's Sales & Leadership Teams to retain and grow account business.
• Lead, mentor and empower a team of global Managers and Coordinators. Enabling them to organize, execute and cross-functionally collaborate effectively in delivering customer projects/orders.
• Direct Sr. Account Managers that own and optimize day-to-day project health and Client Services team performance (Account Managers and Coordinators) working to meet customer objectives.
• Responsible for CS resource planning, hiring, and performance management across project teams.
• Oversee account revenue forecasting and volume demand planning.
• Manage the on-time billing of projects by the CS account team under management.
• Work with leaders across a network of worldwide internal production teams; establishing and constantly improving SOPs to optimize CS/cross-functional team performance.
• Develop CS training procedures to achieve optimal customer satisfaction regarding project communication and outcomes.
• Maintain knowledge of Deluxe's proprietary systems and workflows to drive product / SOP development.
• Collaborate with peer Leadership & Account Directors on the CS team to drive change management.
• Support and ensure team member alignment on corporate and account objectives/goals.
• Define objectives and KPIs to measure account, workflow, and personnel performance. Establishing new operating procedures to optimize project health.
• Prepare Executive summaries and presentations on an ad hoc basis.

What You Bring
• BA degree in Business Administration or related field.
• 8+ years of experience in a management position.
• Proven ability to effectively build, organize, lead, and mentor a team of individuals.
• Proven ability to design processes from the ground up to support evolving business needs.
• Excellent 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.
• Ability to apply common sense understanding to carry out instructions furnished in written, verbal, or diagram form.
• Positive, service-oriented personality.
• Proven ability to strategize to identify and solve for areas for improvement.
• 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 with different cultures and perspectives.
• Ability to learn and process information quickly is a plus.
• Flexibility to work extended hours as required.
• Agility and ability to quickly pivot between changing priorities.
• Ability to travel as needed by the business.

Jobcode: Reference SBJ-rn9p7k-3-145-186-6-42 in your application.