Senior Account Manager

A leading print and communications company is looking to grow its client services team. As a Senior Account Manager, you will be the primary point of contact for the most valued clients within the commercial, retail and financial sectors; responsible for ensuring client satisfaction, managing client expectations, and driving long-term relationships. You will play a critical role in understanding client needs, coordinating with internal production teams to deliver on those needs, and identifying opportunities for upselling and cross selling our products and services. This role requires exceptional communication skills, strategic thinking, and a deep understanding of client management.

Accountabilities and Responsibilities Client Relationship Management

• Develop and maintain strong, long lasting relationships with key clients, serving as their primary point of contact.
• Regularly engage with clients to understand their needs, objectives, and challenges.

Account Growth

• Identify opportunities to grow accounts through upselling and cross selling services and solutions. Proactively present new ideas and strategies to clients to help them achieve their goals.

Project Management

• Oversee the delivery of projects and services to clients, ensuring they are completed on time, within scope, and within budget.
• Coordinate with internal teams to manage resources and timelines effectively.

Strategic Planning

• Collaborate with clients to develop and execute strategic account plans that align with their business objectives. Provide insights and recommendations to enhance their experience.
• Act as an escalation point for client issues, working quickly to resolve concerns and maintaining high client satisfaction levels.
• Communicate issues and solutions clearly to both clients and internal teams.

Cross Functional Collaboration

• Work closely with sales, marketing, product development, and other teams to ensure the client's needs are being met and to support the development of tailored solutions.

Client Onboarding

• Lead the onboarding process for new clients, ensuring a smooth transition and setting clear expectations. Provide training and support to help clients maximise the value of the company's services.

Market & Industry Knowledge

• Stay informed about industry trends, market conditions, and competitors to provide relevant insights to clients and to position the company as a trusted advisor.

Skills and Key Competencies

• Strong relationship building and interpersonal skills
• Excellent communication, negotiation, and presentation abilities
• Strategic thinker with a problem solving mindset
• Proven track record of growing client accounts and driving revenue
• Ability to manage multiple projects and deadlines in a fast paced environment
• The ability to learn new software systems both internally and client management tools
• Familiarity with specific industry knowledge within a data and production environment

Client Focused

• A strong commitment to delivering value and satisfaction to clients, understanding their needs, and proactively addressing them.

Leadership

• Ability to lead and inspire cross functional teams, influence with authority, and drive client focused outcomes.
• Comfortable working in a dynamic environment with experience in prioritising client needs in a fast paced industry.
• Develops solutions to deliver great results; tries new and different ways to address work problems; identifies opportunities to optimise resources, reduce expenses and/or increase revenues.

Teamwork

• Works cooperatively with others, inside and outside the organisation, to accomplish objectives and achieve goals.

Accountability

• Accepts responsibility; takes pride in personal contribution toward the company's goals and successes; delivers on commitments.

Client Focus

• Collaborates and behaves in ways that delivers an exceptional client experience with high quality products and services; focuses energy on discovering, understanding, and meeting the needs of the client; develops and sustains productive relationships that are built on trust and fosters client loyalty.

Developing Self

• Committed to learning by identifying personal strengths and development needs; proactively seeks opportunities to reach personal potential and continually enhance contribution.

Inspire Trust

• Demonstrates behaviours of honest, courage, integrity, and respect; behaves in ways that build a "Speak Up" culture where individuals are encouraged to safely raise, discuss, and address ethical concerns.