Account Manager - Mail

CorTalent - Minneapolis, MN

The Account Manager – Mailing Specialist has the critical role of providing an exceptional client experience from project inception with the focus on the successful coordination of print, mail and digital communication projects. The Account Manager – Mailing Specialist is responsible for managing the entire production process of jobs from the point of hand-off by the Account Executive through completion and will follow standard proactive communication practices between the Customer, Manufacturing, and the Account Executive to keep all key players informed daily on the status or progress of projects. Customer updates should be delivered in proactive fashion, prior to the customer inquiring about project status, and within the customer’s communication preferences set. This role will provide regular guidance and training on the subject of mailing to account management team as a critical function in improving SeaChange performance, quality and deliverance of the ultimate customer experience.

 

Duties and Responsibilities

  • Oversee client projects from inception, execution, delivery and completion. Share relevant updates with internal teams and client stakeholders.
  • Mail ambassador and coach to Account Managers, Account Executives and customers to better understand best mailing practices and options.
  • Collaborate with Account Executive in conference calls and client requests/needs as it relates to data and mailing discussions.
  • Multi-task, prioritize internal and external client needs, balance simultaneous projects and client requests.
  • Follow standard practices for clear, concise ticket writing including, specific mailing, finishing, and shipping instructions.
  • Learn specific needs, expectations and preferences of customers to create loyalty and encourage collaboration by using documentation, customer profiles and quote requests
  • Stop production on any job deemed unacceptable by SeaChange standards
  • Act on behalf of customers by reviewing proofs, perform QC of alteration changes, and invoicing
  • Communicate customer requests to team and ensure notification of customer changes
  • Ensure Account Executives are apprised of all relevant customer and project status’ or pertinent information
  • Communicate with Operations teams to receive proactive, daily status updates. Any changes in job cost, materials, or production schedule should be reported to the Account Executive prior to client communication.
  • Meet with internal and external customers to respond and resolve complaints and conflicts in a positive and respectful manner.
  • Understand and use SeaChange billing system and specific customer price lists.
  • Ensure that clear communication and accurate billing invoices are provided to the Account Executive at Pre-bill delivery based on the specifications of the job.
  • Other duties as assigned

 

Required Knowledge and Experience

Excellent communication and writing skills are essential to appropriately interpret production instructions. Interaction with customers and internal clients in a professional manner is a key component of the position. He/she must possess extensive knowledge of the print and mailing industries, high quality standards, mature judgement and strong organizational work habits. Must have background using MicroSoft Office products including Excel, Word, Outlook, and the Internet.

This position requires, or may require, access to “Client-Sensitive” data, PHI/ePHI access or authorization. Mandatory security training as well as background/drug screen/credit check will be implemented.

 

Preferred Education/Training and Systems

An Associate Degree in printing or related field or a High School diploma/GED along with the equivalent industry related experience and training

Mail Piece Design Certification

Project Management Certification (PMP)

Pace/EFI Production system or similar production software

 

Value Statement

As SeaChangers we will always act in a manner that reflects our core Values. We will handle our exchanges with each other and our customers in a way that represents SeaChange in a Positive and professional manner. Our communications, discussions and actions will be Respectful so that all participants feel heard and valued. We will be Innovative with new and fresh approaches as we collaborate with our customers and each other to create best processes and products, all the while understanding the need to be Nimble in accommodating project, customer, supply and business need changes. We will be Trustworthy in our interactions and our commitments as we meet and exceed our customer expectations in product delivery and service.

 

Physical duties

Continuous periods of sitting at workstation – standing meetings are encouraged

Continuous small motor movements (typing, grasping, filing, writing)

Regular lifting of 2-10 lbs and occasional lifting up to 25 lbs in preparing jobs, sample kits and mailings.



Posted On: Monday, September 20, 2021



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