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.

Issue Resolution

• 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

Skills:

• 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

The job holder will be expected to display the following competencies which are essential to the role:

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.

Adaptability

• Comfortable working in a dynamic environment with experience in prioritising client needs in a fast paced industry.

Continuous Improvement

• 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.