Account Manager

The Account Manager oversees a team of Account Representatives that are charged with making sure client needs are anticipated and met with the highest level of satisfaction. This includes ensuring that client/project requirements are adequately defined, uniformly understood, and appropriately planned internally to achieve the successful execution of each client’s project. This requires liaising daily with clients, the Production Department, technical teams, and Finance to track new orders, works in progress and billing. Upon project completion, the Account Manager oversees and seeks to expedite the billing process.

 

Duties and Responsibilities

 

  • Act as client advocate within SDI.
  • Coordinate, delegate and assign work to a team of Account Representatives.
  • Coach and guide Account Representatives; answering questions, assisting with client management, interdepartmental communications, and problem solving.
  • Communicate and coordinate activities for new and ongoing projects with Production department, technical team, management, and clients to ensure that delivery requirements and objectives are accomplished within the prescribed time frame and funding parameters as dictated by client.
  • Oversee production process from start to finish, identifying and addressing project changes, potential problems and issues, and field client requests and complaints.
  • Review client orders; determine and schedule project deliverables, production milestones, and required tasks.
  • Manage client order specs, production data, and required elements.
  • Lead customer-service initiatives and other management initiatives, including meeting and entertaining clients on a regular basis.
  • Track discrepancies between client orders and work performed.
  • Track project volume and report monthly revenue forecasts to Account Director and Finance Department.
  • Assist Account Director in hiring process, and organize the training plan for new-hires.
  • Gather information for Finance department and participate in invoice and billing processes as requested by Finance.
  • Coordinate with Media Department to manage media and archiving.
  • Assist Account Director in employee reviews and evaluations for team.
  • Determine how to continually exceed client expectations through daily interaction and open communication with client(s).

 

Must be able to demonstrate:

  • Excellent communication skills
  • Excellent negotiation skills
  • Good technical understanding
  • Ability to quickly grasp complex subject matters
  • Ability to work to tight deadlines and under pressure
  • Self-motivation
  • Proactivity
  • Ability to work independently and on own initiative
  • Ability to establish and maintain positive relationships
  • Good time management skills
  • Excellent organizational skills
  • Strong interpersonal skills
  • Good attention to detail
  • Excellent problem-solving skills
  • Enthusiastic and willing to learn

 

Qualifications and Experience

  • Advanced degree or 3 -4 years of comparable experience in a client and/or customer service oriented position.
  • Prior experience in a client facing role as an Account Representative desired.
  • Strong understanding of SDI Production and Delivery processes.
  • Demonstrated ability to work well with peers, make sound decisions, and appropriately respond to difficult situations.
  • Demonstrated ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction.
  • Ability to effectively build, grow and manage client relationships.
  • Ability to lead, coach and to gain the trust of a team.
  • Supervisory experience required to oversee staff, department functions, and processes.
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