Customer Account Manager

As a global marketing experience company, Quad’s goal is to help our clients win every day. We use our data-driven integrated marketing and manufacturing platform to streamline solutions for our clients, reduce friction and enhance their marketing spend effectiveness. We’ve built a rich legacy by believing in our people, allowing them to act like owners and to take charge of their own success. Whether an operator, sales rep, a graphic artist or a clinician, we’re all driven to perform at our best— for ourselves and our clients. At our core, we’re a company that believes we can always create a better way.

General Purpose of Job:

The Customer Account Manager acts as the essential point of contact between the company and its clients, coordinating with the sales, operations, and production departments to ensure the product aligns with client specifications. This role involves overseeing client orders, addressing inquiries, and managing expectations for orders throughout the production lifecycle.

Job Requirements

• Act as the central point of communication for client orders, managing changes in specifications, schedules, estimates, and instructions while representing the company.
• Serve as a liaison to facilitate clear communication between clients and internal departments throughout the order process using standard processes.
• Foster and maintain client relationships to establish a mutually beneficial business partnership.
• Drive clients to utilize standard inputs and tools.
• Review all order plans to identify and address any obstacles to ensure successful project completion.
• Address and resolve client or production issues, escalating them as necessary.
• Utilize independent discretion to negotiate solutions that influence the general business operations of clients.
• Utilize specialized knowledge in print and marketing services to make independent operational decisions (e.g., shifting work between locations, adjusting print specifications, shut/start production equipment, and job engineering).
• Provide client consultation and education on the overall print business.
• Manage vendor relationships to provide comprehensive end-to-end solutions for the client.
• Engage in account evaluations/renewals to identify and capitalize on opportunities for account optimization.
• Participate in cross-departmental projects.
• Some roles may require adherence to additional guidelines, regulations, and policies, particularly in areas such as Food Safety or High Compliance.

Appropriate education and/or experience may be substituted on an equivalent basis.

Education: Bachelor’s degree preferred

Experience: 3 years’ experience in customer service or print environment preferred

Knowledge, Skills & Abilities: 

•  Ability to work independently, multi-task and balance several Client Accounts
•  Ability to successfully analyze problems, drawing valid conclusions and make recommendations. 
• Good prioritization and organization skills 
• Strong change management skills 
• Proficient with math applications 
• Proficient in Microsoft Office applications; including, Word, Excel, PowerPoint 
• Excellent written and verbal communication skills 
• General knowledge of print industry and processes (preferred).