National Account Manager

National Account Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

The National Account Manager oversees multi-state operations to ensure all services meet client SLAs, quality standards, and productivity goals. This role leads on-site and remote teams, managing daily workflow, staffing, performance, training, and payroll reporting. The manager serves as a primary client partner-resolving issues, analyzing operational needs, recommending improvements, and driving service enhancements. Responsibilities include reporting on volumes and metrics, supporting profitability initiatives, maintaining procedures, and ensuring exceptional customer service across mail, print, shipping/receiving, and special events. This leader fosters a positive, inclusive work environment while building strong relationships with clients, vendors, and industry partners to deliver best-in-class operational excellence.

Key Responsibilities:

• Responsible for managing services in multiple states/locations to ensure that Service Level Agreements (SLAs) and quality metrics are met in accordance with client objectives.
• Ensure mail services are being handled according to expectations and with necessary expediency; manages workflow and productivity.
• Resolves client issues and maintains effective customer relationships
• Supervise staff including daily activities, goal setting, team meetings, performance reviews, and hiring and disciplinary activities when needed.
• Monitor and approve time cards weekly for the enterprise; preparing payroll reports.
• Captures volumes for services provided; prepares monthly and quarterly reports.
• Partners with client leadership to discuss issues and recommends solutions; ensures that appropriate and consistent use of metrics and their definitions within the designated sites.
• Ensures staff is meeting quality and productivity standards at all times; production targets are met daily, weekly, and monthly.
• Assist the Director in maximizing profit within accounts. This may include but not be limited to assisting finance in exploring those areas where profit opportunities exist, outlining opportunities for the Director and providing follow-up to measure the effectiveness of efforts to achieve profit improvement.
• Maintains procedures and operational structure, evaluate and modify performance measures that are necessary to ensure execution of client objectives.
• Troubleshoot and resolve non-routine customer complaints; informs and collaborates with Director of Operations.
• Analyze customer needs and operational capacity, generates complex management information reports and recommends effective solutions to achieve results
• Ensure training materials are developed and implemented, and that staff is trained to support the delivery of client products and services.
• Learn and support all core functions of the operation: Mail, print, shipping and receiving, and special events.
• Provides exceptional customer service at all times.
• Create a pleasant working environment that is diverse, conducive to development, inclusive of others ideas and solutions, and where employees are valued for their contributions.
• Maintain and grow relationships with industry organizations and other external stakeholders in order to continue to acquire best in class operational expertise.
• Perform other duties as assigned

Qualifications:

• 4-Year college degree is preferred; or equivalent experience in related field.
• 2-3 Years progressively responsible work experience managing a large service/operations unit.
• Strong proficiency in Microsoft Product Suite; Word, Excel, PowerPoint, Outlook, and Teams.
• Demonstrated ability to partner with all levels of management and foster strong working relationships.
• Strong analytical skills to assess operations, problem solve, and develop appropriate solutions/improvements.
• Exceptional leadership expertise and demonstrated track record of creating employee engagement, hiring, retaining, and developing staff.
• Proven track record in a team environment, leading productive relationships with colleagues, team members, management, and clients.
• Strong ability to plan, prioritize, and successfully execute multiple projects and deliverables with little or no oversight.
• Demonstrated ability to manage remote teams.
• Demonstrated ability to balance tactical business needs with strategic decisions.