Customer Account Manager

Position Overview

This person has overall responsibility for the communication, planning and coordination of active projects for assigned client accounts. He or she also serves as the primary day-to-day RPI contact for those accounts, and is responsible for the client relationship and expanding RPI’s position within accounts by delivering consistent exemplary customer service.

Core Responsibilities

  • Be the customer account advocate by providing leadership and direction within RPI for assigned customer accounts.
  • Be the RPI advocate by guiding the customer to success with RPI’s value-added solutions and capabilities.
  • Meet or exceed customer expectations with timely, informative responses through email, face-to-face, online meetings, and phone communications. Be proactive with communication (internally and externally).
  • Interact regularly with other cross-functional RPI internal stakeholders to ensure that company priorities are aligned with customer direction.
  • Analyze customer complaints with RPI team and provide feedback / strategies to achieve resolution.
  • Responsible for monitoring and facilitating action in regard to overall account performance (forecast vs actuals, quality metrics, SLA metrics).

Essential Duties and Responsibilities

  • Obtain regular forecasts from customers and share /review with Sales, Finance, and Supply Chain teams.
  • Regularly monitor customer actuals-to-budget / forecast and take action with customer based on data and trends.
  • Negotiate customer service level agreements / order cut-off dates around key holidays.
  • Regular communication with customers to ensure RPI /customer business alignment.
  • Facilitate customer business reviews and pre-peak / post-peak meetings.
  • Coordinate and facilitate customer on-site visits.
  • Communication and coordination with RPI’s European division to leverage RPI solutions for Global accounts.
  • Communication and coordination with RPI’s prInternet (outsource) team to leverage RPI solutions across product lines and geographies.
  • Work with Finance on monthly credit reconciliation and invoicing for customer accounts.
  • Utilize Salesforce for initiating / tracking all new customer opportunities.
  • Work with Senior Account Director and other RPI Executives on accounts.
  • Provide proactive communication to customers regarding status of orders and SLA.
  • Sustain and/or grow revenue with existing accounts.
  • Handle pricing negotiations for new products / services for customers.
  • Recommend corrective actions and partner with internal resources to address customer issues.
  • Create / update Account Plans for existing accounts.
  • Manage implementation of new marketing items for customers (inserts, etc).
  • Manage adding / changing materials for existing customers/products (includes paper, envelopes, packaging, adding new foil or die-cut designs, and ship methods for existing services).

Qualifications

  • Experience in the on-demand photo product, commercial print, Graphic Arts, and/or manufacturing industry preferred.
  • 3+ years in Account Management or equivalent role.
  • Must display strong verbal and written communication skills, and thrive under pressure.
  • Experience managing customers with high expectations for quality, service, responsiveness, and results.
  • Basic project management experience.
  • 2-3 years of experience working with Digital Print Media preferred.
  • Knowledge of Microsoft Office (Outlook, Excel, PowerPoint), CRM (i.e. Salesforce) and Reporting tools (i.e. Tableau) preferred.
  • Experience collecting information/data for presentations/planning.
  • Demonstrable experience of working fearlessly with internal teams at a variety of levels and across functions to manage client expectations and ensure client satisfaction.
  • Negotiation skills with both external customers and internal cross-functional teams.
  • Detail-oriented but able to see the big picture.
  • Solid troubleshooting and creative solutions-finding skills.
  • Positive energy and aligned with RPI Values of Commitment, Passion, Adaptability, Trust, and Entrepreneurship.