Account Manager

Job DescriptionAbout Format PressFormat Press is a print, promotional products, apparel, corporate gifting, and brand-support company built specifically for the healthcare and senior living industry.We work with multi-location healthcare organizations, nursing home groups, home care companies, and other healthcare operators to manage branded materials across their organizations. Our work includes print collateral, promotional products, apparel, gifting programs, facility-level ordering portals, approval workflows, company stores, and larger seasonal or organization-wide initiatives.About the RoleWe are looking for a highly organized, proactive Account Manager to take ownership of key client relationships from onboarding through ongoing account development.This is not simply a customer-service position. The Account Manager acts as the central point between the client and our internal teams, making sure information is accurate, expectations are clear, projects move forward, problems are resolved, and the relationship continues to develop.The right person is proactive rather than reactive, highly accountable, comfortable managing multiple moving pieces, and capable of building strong relationships with sophisticated healthcare clients.Key ResponsibilitiesClient Onboarding & LaunchBecome involved at the designated stage of the client onboarding process and take ownership of the relationship moving forward.Gather and organize all necessary client information, including brand files, facility information, ordering requirements, approval rules, contacts, guidelines, pricing structures, and operational requirements.Coordinate internally with Design, Creative, Promo, Print, Sales, Order Processing, and other teams to ensure everyone is working from accurate and complete information.Guide clients through the setup and launch of company stores, ordering portals, and other customized programs.Track approvals, open items, files, and decisions through launch and ensure nothing falls through the cracks.Account ManagementServe as a primary point of contact for assigned clients.Maintain regular communication and proactively check in rather than waiting for clients to reach out.Understand each client's organization, facilities, priorities, upcoming initiatives, and ongoing needs.Manage client questions, issues, changes, and requests from beginning through resolution.Make sure internal teams are aligned on client expectations and commitments.Identify potential issues before they become client problems.Maintain organized records of client requirements, decisions, guidelines, and account history.Account DevelopmentLook beyond individual orders and understand the broader needs of the account.Identify upcoming opportunities, seasonal initiatives, facility needs, gifting opportunities, apparel programs, print requirements, and other ways Format can support the client.Collaborate with Sales and Creative on larger client initiatives.Participate in Account Management/Sales meetings and provide meaningful account updates.Prepare and present quarterly client reports, account activity, relevant data, opportunities, and recommendations.Help deepen the client relationship and increase the value Format provides over time.QualificationsStrong relationship-management and communication skills.Highly organized and capable of managing many simultaneous priorities.Strong sense of ownership and follow-through.Excellent judgment and problem-solving ability.Able to communicate professionally with executives, marketers, administrators, facility teams, and internal departments.Comfortable addressing difficult situations without becoming defensive or avoiding necessary conversations.Strong attention to detail.Able to work within structured systems, dashboards, project-management tools, and reporting processes.Proactive by nature—someone who plans ahead rather than simply responding to what arrives.Strongly PreferredExperience in either of the following is a major advantage:Nursing home, senior living, healthcare, or healthcare marketing.Promotional products, branded merchandise, apparel, corporate gifting, print, or related industries.