Account Manager in Rochester

To manage client packaging and label requirements through the business from estimate to delivery. You will be using our Tharstern MIS software to traffic campaigns through production, and our HubSpot CRM system to manage client estimate and CAD requests, tasks and follow ups. You will deal with all areas of the business including manufacturing, so excellent communication is essential to understand and translate client requirements into clear concise estimate briefs and works instructions. The ability to manage and prioritise time, tasks and deadlines is essential as you will be collaborating with multiple clients with campaigns running at the same time.

Key Responsibilities

• Build and maintain strong client relationships with multiple stakeholders
• Ownership of your client account portfolio being the sole communicator between the business and customer
• Fully understand the customers packaging and label design, specification and product requirement enabling you to accurately and effectively brief estimate and CAD requests
• Supporting the client, challenging the brief where required, to determine the best solution for their product and adding value
• Ensure customer service levels are to a high standard and maintained as per SLA and KPI’s
• Provide internal support to the external sales team of your nominated accounts
• Raise clear and concise works instructions of order specifications to internal prepress, repro, printing and finishing departments
• Monitoring progress of all jobs through each stage of production through Tharstern MIS system, keeping the client updated
• Proactively checking your jobs at each stage of the production process on the shopfloor
• Maintain strong sales pipeline monitoring past activity utilising company HubSpot CRM tool
• Identify and pursue opportunities to upsell and cross sell to existing client base
• Ensure all customer and contact information in company CRM and MIS systems is accurate
• Collate all information and supporting documentation and communicate clearly to the quality department in the event of a non-conformance
• Attend customer site visits as and when required

Qualifications and Experience

• Account Management experience within the print industry, ideally in the packaging or label sector
• Tharstern MIS experience would be beneficial but not essential as training will be provided
• HubSpot CRM experience would be beneficial but not essential as training will be provided
• Good all round Microsoft office skills
• High level of literacy and numeracy
• Self-Management, organisational and project management skills

Key Competencies

• Inquisitive manner and proactive mindset
• Good telephone manner, willing to talk and engage with customers
• Desire to deliver a quality product on time and in full, with clear client focus
• Ability to read and follow instructions accurately and consistently and to follow company quality procedures and checks
• Diligence with ability to spot potential problems before they occur
• An enthusiastic attitude, highly motivated with an excellent work ethic
• Flexibility to tasks, desire to learn, accept ownership and responsibility within given levels
• Excellent communication and critical thinking skills, ability to consult with and communicate instructions and requirements to team members
• Collaborator, with positive team attitude, resilient with the ability to work under pressure
• Exceptional time keeping