Enterprise Account Manager - North America

About the Company

BlueCrest is Looking for an experienced Print & Mail professional passionate about delivering client value and building strategic relationships. They are comfortable working in a matrix environment, side by side with clients using a consultative approach to demonstrate they are a trusted advisor who delivers successful outcomes.

About the Role

As a key member of the Global Services organization, the Enterprise Account Manager is responsible for developing long-term client partnerships, driving operational excellence, ensuring contract profitability, and expanding service revenue opportunities. The successful candidate will collaborate closely with Service Leadership, Sales, and Professional Services teams to deliver measurable value to clients while supporting BlueCrest’s strategic growth objectives. This is a fully remote position based in the United States and requires approximately 50% domestic travel to customer locations.

Responsibilities

Customer Relationship Management

• Serve as the primary Service contact for assigned strategic enterprise accounts.
• Build and maintain strong executive-level relationships with client stakeholders, including operational leaders and C-suite executives.
• Develop trusted advisor status by understanding client objectives, business challenges, and long-term strategies.
• Lead regular business reviews, performance discussions, and executive meetings.

Service Delivery & Operational Excellence

• Develop and execute account engagement strategies in partnership with Service and Sales leadership.
• Ensure consistent service delivery across multiple customer locations.
• Establish and manage account action plans to address service gaps and improvement opportunities.
• Monitor customer satisfaction and proactively manage escalations to successful resolution.

Revenue Growth & Business Development

• Identify and develop opportunities for additional services, upgrades, and value-added solutions.
• Work collaboratively with Sales teams to expand existing customer relationships and support revenue growth initiatives.
• Promote BlueCrest service capabilities and value propositions aligned with customer business objectives.
• Help protect revenue by mitigating competitive threats and strengthening customer partnerships.

Financial Management

• Maintain accountability for account profitability and overall financial performance.
• Analyze service delivery metrics, operational KPIs, and financial results.
• Develop forecasts and strategic plans to achieve revenue, margin, and growth targets.
• Identify efficiencies and cost-saving opportunities that enhance profitability and client value.

Leadership & Collaboration

• Partner with cross-functional teams including Service Operations, Sales, Professional Services, Product Management, and Customer Success.
• Champion best practices and continuous improvement initiatives.
• Support the development and standardization of enterprise account management processes.
• Act as a role model for BlueCrest values and leadership behaviors.

Qualifications

• Bachelor’s degree in business, Engineering, Operations Management, or a related field, or equivalent combination of education and experience.
• 10+ years of experience in enterprise account management, customer success, service operations, or strategic account leadership.
• Experience within the print and mail industry in operations management or as a service provider.
• Demonstrated success managing large, multi-site operations or enterprise customer relationships.
• Experience presenting and negotiating with senior executives and C-suite stakeholders.
• Strong understanding of service delivery, operational performance management, and customer retention strategies.
• Experience managing P&L responsibilities, building business cases / ROI’s and achieving financial objectives.
• Excellent communication, negotiation, conflict resolution, and relationship-building skills.
• Strong analytical skills with the ability to leverage data to drive business decisions.
• Proven ability to work effectively in a matrixed organization.

Required Skills

• Strong communication and negotiation skills.
• Ability to build and maintain relationships with clients.
• Analytical skills to drive business decisions
• Strong background in service, print, and mail operations.
• Understanding of service delivery and operational performance management.