Customer Account Manager

This role is integral to managing key customer accounts, fostering long-term relationships, and ensuring high levels of customer satisfaction. The Account Manager will work within a pod structure, collaborating closely with Customer Service and Senior Customer Service team members to deliver exceptional service and support.

Key Responsibilities

• Account Management: 45%
• Manage and nurture key customer accounts, ensuring consistent and proactive communication.
• Develop and maintain strong relationships with clients, understanding their needs and business goals.
• Handle complex customer issues and escalations with professionalism and efficiency.
• Customer Support: 30%
• Assist with day-to-day customer inquiries and provide support through email, chat, and phone. Collaborate with Customer Service and Senior Customer Service team members to resolve customer issues. Ensure timely and accurate responses to customer queries, aiming for high customer satisfaction scores. Provide sales support by assisting with customer inquiries related to products and services. Work closely with the sales team to identify opportunities for upselling and cross-selling.
• Mentorship and Training: 15%
• Mentor and guide both Senior Customer Service and Customer Service team members.
• Participate in training sessions and help in the development of team members' skills.
• Involve in the recruitment process by participating in interviews for new hires in the Customer Success department.
• Project Involvement: 10%
•  Company projects as needed, contributing to the continuous improvement of processes and services.

Qualifications:

• Minimum of 3-5 years of experience in account management, customer service, or a related field.
• Excellent communication and interpersonal skills, strong problem-solving abilities, and the ability to work collaboratively within a team.
• Bachelor’s degree in Business, Marketing, Communications, or a related field is preferred.
• Familiarity with customer service software and CRM systems.

Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with customer service software and tools.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong interpersonal skills and a customer-centric mindset.

Technical Knowledge:

• Basic knowledge of graphic design software (e.g., Adobe Creative Suite) is a plus.
• Understanding of different printing techniques and materials.

Working Conditions:

Sitting: Estimated 80% of work time is spent seated at a desk or in meetings, performing administrative tasks such as data entry, report writing, and planning.

Standing/Walking: Approximately 10% of work time involves standing or walking around the workplace, which may include inspections, supervising team activities, and engaging with stakeholders.

Lifting Requirements: The position requires lifting objects weighing up to 25 pounds on an occasional basis (5% of the time). This includes tasks such as loading and unloading supplies or moving boxes of products.

Climbing/Stooping/Kneeling: Engaging in activities that require climbing, stooping, or kneeling approximately 10% of the time, particularly for roles involving physical inspections or technical tasks.

Travel Requirements: This role requires up to 5% of travel time, which involves traveling to different sites, attending conferences, or engaging with clients and other external parties.

Work Environment: Office environment, occasional manufacturing environment when visiting suppliers. The noise level in the work environment can be categorized as “Low”.

Technology Use: Use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Proficiency in communication softwares, data processing tools, and collaboration softwares is required.