Leads post-sale contact with customers in order to facilitate a positive and productive long-term relationship. Serve as the Relationship Manager and primary point of escalation for the assigned customers. Enhance the company's position and reputation by properly servicing and corresponding with all assigned accounts in a dependable and timely manner. Manage customer inquiries regarding customer orders in process and future orders pending. Provide tactical support to sales and management, providing information regarding customer issues, needs and opportunities. Enhance customer relationship by working closely with customer on the development of targeted solutions and new business opportunities. Accountable for account revenue growth, expanding products and service offering and alternate revenue streams.
Responsibilities:Develop and oversee department staffing schedules including vacation time and overtime to balance workloads and ensure SLA's are achieved.Supervise daily activities/project work loads of Strategic Relationship Staff. Approve temporary employee hours and approve contract invoices.Develop training programs as appropriate for the various positions and monitor employee progress.Participate in the periodic performance reviews of direct reports.Ensure on site operations are managed and coordinated to satisfy contracted SLA's, conceive, document and execute standard operation procedures to support the above.Provide requested customer facing metrics reports as requested from existing reports suite, customizing where necessary.Work with the customer to facilitate prototypes and offer creative solutions that support print sourcing.Provide print procurement and coordination of all sales/marketing/promotion print and print related collateral for the customer.Coordinate efforts with the customers marketing group to gather all of the print requirements and data files for current and anticipated projects. Provide guidance to the customer regarding the print manufacturing process and the various requirements needed to efficiently (cost and time) produce print and print related collateral.Source external vendors including RR Donnelley to produce print collateral. Build network of print outsourcers to use for print projects. Submit RFP/RFQ requests to vendors and make recommendations to the customer on which providers will meet the needs for quality and delivery for print campaigns.Oversee the entire print lifecycle for ongoing projects from the initial requirements gathering, vendor selection and coordination with manufacturing, to final delivery of products. Work with vendors to ensure SLA's are met and products are received by the customer on time. Make recommendations to the customer to move print work to other sites/vendors when issues arise.Performs other related duties and participates in special projects as assigned.
