Senior Customer Account Manager

POSITION SUMMARY

As a Sr. Project Manager, you will serve as the primary point of contact for our customers, handling inquiries and resolving issues to ensure a positive customer experience. You will collaborate closely with both external customers and internal departments to proactively understand and support business expectations, ensuring projects are completed on time, within budget, and according to specifications. Your ability to communicate effectively, solve problems, manage customer accounts, and coordinate resources will be essential to your success in this role.

ESSENTIAL JOB FUNCTIONS

• Monitor existing applications ensuring SLAs are met and project documentation is kept up to date.

• Manage programming requests, specifications, and change orders from external customers and internal D4 departments.

• Enforce project deadlines and rollout schedules are met.

• Utilize project management tools to create detailed, organized project documentation for customer applications and projects.

• Perform internal testing and coordinate customer user acceptance testing of enhancements.

• Manage procurement of client-owned and D4 stock and supplies.

• Review monthly inventory management reports, postage tracking, monthly customer billings, and other reporting for customer order processes.

• Prepare and present customer job specifications to internal teams.

• Communicate with customers to understand needs and suggest solutions.

• Participate in monthly project meetings, document discussions, and collaborate with team members.

• Assist in training new team members.

• Support in onboarding of new clients.

• Collaborate with internal departments and external customers to resolve issues and make informed decisions.

• Perform other duties as assigned.

QUALIFICATIONS

• EDUCATION

o Bachelor’s Degree or equivalent experience.

• EXPERIENCE

Minimum Required:

o 5-10 years related experience in customer service.

Preferred:

o Proficiency in the Microsoft Office suite of products.

o Experience in a document distribution business is a plus.

KNOWLEDGE & SKILLS

• Analytical Skills : Apply logic and reasoning to identify complex problems, research and discuss recommended solutions with management, and assist in implementing resolutions for projects.

• Personal Skills : Demonstrate the ability to cooperate with various individuals to achieve results. Capable of working independently or as part of a team. Willingness to learn new skills in a unique industry. Ability to work in a busy and fast-paced environment.

• Communication Skills : Exhibit effective written and verbal communication skills; capable of interacting effectively with both team members and customers.

• Time Management : Demonstrate ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment. Capable of adjusting schedules and priorities in response to changing needs, ensuring the efficient and timely completion of work.

• Project Management : Understanding of Agile, Waterfall or other project management frameworks.

• Technical Skills : Strong data literacy and acumen, with the ability to understand, interpret, and map data effectively using customer file layouts, mockups, and designs specifications. Proficient in validating document composition logic and identifying testing issues.

PHYSICAL EFFORT

• Required to perform the basic physical functions of reaching, pushing, pulling, lifting, and repetitive motions.

• Occasionally required to walk and/or sit for extended periods.

• Must possess visual abilities to perform extended reading and computer work.

WORK ENVIRONMENT

• Normal Office: Standard, climate-controlled office setting.

• Production Facility: Moderate noise level.

• Must be available to work additional hours as project demands.

• Permitted one remote day per week after 90 days when not in tax season.