Senior Account Manager

Job Description

Position Title

Senior Account Manager

The Senior Account Manager role exhibits a high level of skill and ability to manage complex projects and oversee other team members. Senior Account Managers are intended to be a strong #2 to the Account Director overseeing the order management freeing the Director up to focus more on the overall customer experience and account success. They will also work heavily with Production to ensure teams are functioning smoothly in addition to troubleshooting and forecasting. Senior Account Managers focus mainly on managing other team members, schedules, and internal workflows. Additionally, they are responsible for Project Management at a high level.

Main Duties

The person in this role is responsible for communication to their team members (Account Managers and Coordinators) as well as internally to all other departments. They must have the ability to provide day to day support for all activities performed within the team. Senior Account Manager should have a higher level of audio technical depth so that they can understand and explain typical technical issues that arise across servicing and coordinate with operations and production across Deluxe divisions to manage order fulfilment. They may be called upon for high profile meetings with client service teams to provide detailed line level information.

A Day in the Life of this position includes:
• Customer Management externally and internally.
• Provide management escalation support to the client service teams and key stakeholders with a strong focus on excellent customer service and client satisfaction.
• Create, maintain, and communicate to our client teams, project timelines and budgets.
• Ensure all client deliverable due dates are reached on time.
• Late nights and/or weekends are required on certain projects to provide support.
• Host continuous improvement conversations with the client service teams to understand their needs to structure our teams and build our workflows efficiently ensuring we provide the most holistic service possible.
• Manage customer change orders and exceptions by negotiating deliverable due dates between customers and internal departments, balancing internal capacity with external demands and expectations.
• Identify and collaborate on areas of opportunity to grow client satisfaction.
• Manage other team members as directed by Account Director which could include work assignments, performance review input and hiring input.
• Ensure each team member has a balanced workload, and that hand-offs and proper coverage is always maintained.
• Conduct 1:1s with each team member once a week to go over capacity, project updates, general check-in, etc.
• Conduct monthly meetings with each client team to go over forecasting for the upcoming month.
• Work with global audio teams to ensure all workflow processes are followed and all client due dates are being hit.
• Work with global audio teams on capacity planning and forecasting.
• Coach, mentor, and train supporting team members. Regularly identify skill gaps and work with department leadership on ways to address.
• Provide direction to Coordinators and Production regarding priorities.
• Focus on finding weaknesses in workflows and anticipate problems so they can be solved before they escalate.
• Initiate corrective action process as needed. Create policies and procedures to improve quality of deliverables in the future.
• Escalate if any order is in jeopardy of being fulfilled on time.
• Proactively identify potential issues/problems with project in process, formulate response and solution and communicate back to client teams.
• Must be able to forecast, assign and load balance work with accuracy.
• Ensure Billing and Revenue Tracking are maintained weekly.
• Ensure other team members are keeping their billing current as directed by Account Director.
• Other duties as assigned.

What You Bring:
• BA/BS degree in related field preferred but not required.
• 1-2 years' experience in client services; traditional post-production or entertainment industry background helpful.
• Strong background in audio preferred and project management a must.
• Proven ability to effectively manage a high volume of orders without error.
• 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 competitive pay and a comprehensive benefits program including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Jobcode: Reference SBJ-r0n9qe-3-17-184-90-42 in your application.