Job Description
Job
Senior Account Manager
Position Title
Senior Account Manager
Position Overview
We are looking for an enthusiastic, organised person to join our UK based Client Services team, providing account management to one of our largest customers for their trailer and marketing needs. This role requires engagement with the various operational departments and other internal stakeholders, to ensure service delivery is smooth and performant.
Our main office is located in West London and we have a smaller facility in Mayfair. Whilst we like our account managers to be onsite at least 1-2 days a week, we provide the opportunity for our client facing teams to be flexible and work where they feel they can be most efficient. Deluxe will provide the appropriate equipment to enable remote/home working.
Main Duties
Grow relationships with clients to drive customer satisfaction:
• Provide escalation support to the client and key stakeholders with a strong focus on excellent customer service and client satisfaction
• Build and maintain strong client relationships across all workflows
• 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
• Create, maintain and communicate to client project timelines and estimates based on existing client-specific rate cards and special projects requirements
• Manage client changes to orders by negotiating delivery due dates between customers an and internal departments, balancing internal capacity with external demands and expectations
• Ensure delivery due dates are reached on time and within budget, communicate with assigned client(s) and/or internal stakeholders regarding new projects, deadlines, assets, and status updates
• Proactively identify potential issues/problems with projects in progress, formulate response and solutions and communicate back to client and/or internal stakeholders
• Proactively identify new specifications and draft special work instructions in cooperation with the client
• Maintain client specification documentation ensuring details and changes are updated regularly and communicated to Production
• Prepare metrics and reports as requested by the client
• Ensure timely and accurate project archiving
• Mentor account managers & coordinators in client communication
Other Responsibilities
• Actively contribute to the improvement of quality and efficiency for current and new deliverables
• Assist in identifying the need for new procedures and contribute to updating existing procedures for own clients to improve quality of deliverables in the future.
• Assist in identifying causes of rejections/redeliveries, in completing CAR when applicable, and in proposing solutions
• Participate in creating and/or updating manuals and guidelines.
• Ensure timely archiving of allotted projects.
• Ensure billing is completed per project in a timely manner.
• Other duties as assigned.
• Multi-tasking, problem-solving, decision-making, and keeping abreast of new procedures.
What You Bring
• 3-5 years of post-production or localisation experience in similar-sized organization
• Experience of being in a client-facing role
• Knowledge of various social media platforms is a definite advantage
• Excellent attention to detail and organization skills
• Working knowledge of Microsoft Office, primarily Outlook, Word and Excel
• Ability to multi-task, solve problems, make decisions and keep abreast of new procedures
• Ability to work well under pressure and within a team
• Excellent written and oral communication skills
• Must be flexible in terms of schedule
Jobcode: Reference SBJ-r072nm-44-223-70-167-42 in your application.