Senior Account Manager

Job Description

Job
Senior Account Manager

Position Title

Senior Account Manager

Position Summary

The Sr. Account Manager (SAM) occupies a vital role in the Client Services (CS) department reporting to a key Account Director. As the lead for day-to-day project and team management, the SAM oversees a team in executing upon the customer's projects with Deluxe's cross-functional production teams. The SAM owns and facilitates internal and external interactions to ensure the customer and Deluxe are aligned on how to execute and that project satisfaction is maintained at the highest level. To be successful in this position, a SAM will have a blend of workflow knowledge (fulfillment, mastering & localization), people/project management and business savvy skills.

Main Duties
• Manage, mentor and empower a team of Account Managers and Account Coordinators. Enabling them to organize, execute and cross-functionally collaborate as effectively as possible in delivering customer orders/projects.
• Own and optimize day-to-day project health and Client Services team performance, working to meet customer objectives.
• Provide day-to-day support to clients with a laser focus on building relationships and delivering excellent service and satisfaction.
• Responsible for CS resource planning across project teams.
• Lead and leverage a globally distributed CS team to execute projects in the most efficient manner.
• Work with leaders across a network of worldwide internal production teams; establishing and constantly improving SOPs to optimize CS/cross-functional team performance.
• Develop training procedures to ensure optimal performance and adherence to SOPs.
• Identify stakeholders and obtain buy-in to execute on areas of improvement for projects under management.
• Collaborate with peer SAMs on the CS team to drive change management.
• Define objectives and KPIs to measure account, workflow and personnel performance.
• Hold recurring meetings with team members to ensure alignment on corporate and account objectives.
• Maintain knowledge of Deluxe's proprietary systems and workflows to drive product / SOP development. May include managing a limited volume of orders through the production pipeline.
• Track on-time and right first-time metrics for projects managed. Establishing new operating procedures to optimize project health.
• Oversee the implementation of corrective actions for projects and/or orders by CS and the internal production teams.
• Manage the business side of the customer relationship, specifically working with Deluxe's Sales team on managing rate cards, and owning their application to services rendered.
• Manage the on-time billing of projects by the CS account team.
• Responsible for forecasting monthly order and revenue projections to management.
• Provide cost estimates and finalize rates with customers. Oversee on-time billing by team members under management.
• Support a key Account Director in their strategic vision for the account.
• Prepare Executive summaries and presentations on an ad hoc basis.

What You Bring
• BA degree in Business Administration or related field preferred.
• Proven ability to effectively lead a team of individuals.
• 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.
• 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.
• Positive, service-oriented personality.
• 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.
• 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 competitive pay and a comprehensive benefits program including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the 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-rn84zo-3-145-201-71-42 in your application.