CAREERS

Position Summary:

The Client Relations Manager has a pivotal role on the Account Services team and is responsible for developing the Account Management professionals. As an integral member, actively contributes to the companywide process improvement initiatives. Plays a key role in designing and implementing a model for effectively managing both corporate relationships and individual franchise owners. Responsible for building a high-performance team, enhancing client satisfaction, and driving business growth through strategic management and process enhancement. Occasional travel may be required to support client service needs and participate in cross-functional initiatives.

Responsibilities/Duties: 

1. Account Management Organization and Management 30%     Operations, Sales, Customer

Tasks Will Include:

• Personnel Management: Evaluate, develop, and recruit Account Management personnel to ensure a high level of professionalism, effective communication, and efficiency. Make necessary replacements to maintain optimal team performance.
• Process Improvement: Develop and implement process improvement initiatives, including the creation and documentation of Standard Operating Procedures. Provide training to ensure consistent adherence to procedures.
• Primary Point of Contact: Serve as a primary point of contact for key accounts, fostering strong relationships, addressing inquiries, and ensuring exceptional service delivery.
• Client Service Enhancement: Evaluate and manage client service shift coverage schedules to enhance client satisfaction by improving coverage times and communication effectiveness.
• Sales Support: Assist the sales team by identifying and generating sales leads. Make introductions through phone, email, and mail contacts to drive business growth.
• Project Management: Collaborate with internal team members to manage and successfully complete custom projects, ensuring client needs are met efficiently and effectively.
• Data Analysis: Act as a liaison between POS systems and the team, capturing and analyzing data to inform decision-making and improve operational efficiency.

2. Quality and Process Improvement                  70%                                   Operations, Sales, Customer

Tasks Will Include:

• Coordinate and facilitate the Account Management responsibilities.
• Oversee the completion of specific client service project tasks within times specified by the project plan(s). This will include ensuring timely delivery of production components, establishing postal account(s), creating customer billing accounts, and setting quality standards for successful application processing.
• Gather, Develop and Analyze various operational metrics which will serve to assure that we understand and are demonstrably meeting or exceeding customer expectations.
• Develop evaluation tool(s) and KPI reporting to assess Account Management effectiveness in the following areas:
  • New Client On-boarding satisfaction
  • Current client support and satisfaction. Measure communication effectiveness.
  • Manages incoming calls and client service inquiries/changes to current setup.
  • Resolves emerging client problems/complaints w/ accuracy and efficiency.
  • Billing accuracy and timeliness
  • Postage accuracy and timeliness
  • Works with the accounting department on outstanding customer invoices.

Education, Training, Skills, and Experience:

• Associate degree preferred, with coursework in related area, or relevant work experience.

• A minimum of five (5) years of customer service experience with working knowledge of print, mail, digital output, USPS, and mailing operations preferred.
• PC based computer literacy with proficiency in Microsoft Excel, Word, Outlook.
• Mathematical and/or accounting proficiency and the ability to easily understand the costs and profitability of account relationships and proposed projects.
• Highly motivated, positive attitude and excellent communication skills.
• Think outside of the box to improve processes and procedures.
• Strong leadership skills.
• Excellent project management and organizational skills with the ability to multi-task and work within tight deadlines.
• General understanding of technical resources, programming, and data processing methodology.
• Digital Marketing Experience preferred.

Salary Range: $65,000-$80,000

Position Summary:

The Account Manager is responsible for onboarding new locations and interacting with existing customer base by providing support, addressing inquiries, and resolving complaints. Conducts email and mail campaigns (aftermarket and dealership) and follows up with current customers to introduce and offer new programs and enhancements to the program.

Responsibilities/Duties:

1. Client Service Organization and Management

• Development and implementation of process improvement initiatives.
• Evaluation and maintaining the scheduling of client service shift coverage to improve client satisfaction.
• Assists in supporting the sales team by generating sales leads with introductions to our product.

1. Quality and Process Improvement

• Oversee the completion of specific client service project tasks within times specified by the project plan(s).
• Gather, Develop and Analyze various operational metrics to assure that we understand and are exceeding customer expectations.
• Develop evaluation tool(s) to assess Client Service effectiveness in the following areas:
• New Throttle Customer On-boarding satisfaction
• Current customer support and satisfaction. Measure communication effectiveness.
• Resolves emerging customer problems/complaints w/ accuracy and efficiency.

 Education, Training, Skills, and Experience:

• Associate degree preferred, with coursework in related area, or relevant work experience.
• A minimum of five (5) years of customer service experience with working knowledge of print, mail, digital output, USPS, and mailing operations preferred.
• PC based computer literacy with proficiency in Microsoft Excel, Word, Outlook.
• Mathematical and/or accounting proficiency that provides the ability to easily understand the costs and profitability of account relationships and proposed projects.
• Highly motivated, positive attitude and excellent communication skills.
• Think outside of the box to improve processes and procedures.
• Strong leadership skills.
• Excellent project management and organizational skills with the ability to multi-task and work within tight deadlines.
• General understanding of technical resources, programming, and data processing methodology.
• Trello and Digital Marketing Experience preferred.

Salary Range:            $50,000-$65,000

Please submit letter of interest or resume by Friday, October 25, 2024, to Melisa Green, Director Human Resources @ [email protected].