Account Manager

Engage with prospective and existing clients through outbound calling, warm calling, and telemarketing techniques to identify their needs and present tailored solutions.

Job Summary

The Account Manager (AM) is responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and ensuring that all customer requirements and needs are completely met.

The primary focus of the Account Manager role is customer service, account retention, and accurate, timely execution of customer projects. All customer emails should be responded to within 4 hours of receipt. As a supporting part of the role, the AM also contributes to profitable revenue growth within assigned accounts through proactive reorder outreach, quote follow up, and identification of additional customer needs that align with Fineline’s capabilities. These activities are incorporated into the regular account management workflow.

The Account Manager serves as the primary contact for external customers and will have substantial interaction with internal customers as well. The Account Manager will have sole responsibility for multiple House Accounts, as well as serving accounts that have a Senior Account Manager as the relationship owner.

The Account Manager is responsible for making judgments and discretionary decisions that affect the operations of the organization and must effectively communicate those judgments and decisions to the customer. The AM is responsible for communicating customer requirements to the Production Staff, in accordance with company procedures and metrics.

Job Responsibilities/Results

You are a member of the Sales and Account Management Team, and together you are accountable for meeting revenue and sales goals of the company. The following responsibilities are key to meeting all the company goals:

• Guarantee satisfaction and value for our customers.
• Contribute to a work environment that fosters pride in being part of a winning team and promotes personal growth.
• Provide the level of service that results in customer retention.
• Maintain personal productivity and quality standards that make possible attractive financial returns so that the company may continue to provide excellent service to our customers and ensure job security and career growth to our staff.
• You are responsible for supporting the company vision and mission. Because you will be in contact with current and prospective customers, and you are in a strong position to influence customer satisfaction and our company prosperity, this position requires tact, sensitivity, and professionalism. Utilize CRM software, including Salesforce Cloud, to manage client information, track sales activities, and automate follow-ups efficiently.
• Serve as the primary customer contact, address questions and concerns, resolve issues, and maintain proactive communication to support satisfaction and retention.
• Receive and review job specifications and artwork; coordinate with Estimating, Promotional Products and Apparel, and Technical Solutions to develop accurate quotes and appropriate product recommendations, including Finelink updates.
• Prepare and deliver estimates, review specifications for accuracy, and communicate recommended changes to the customer or Senior Account Manager.
• Create and maintain accurate job tickets, supporting materials, and engineering updates in E-32; ensure customer supplied components are available to meet production schedules.
• Coordinate proofs, approvals, revisions, and customer samples with Prepress and Production.
• Attend daily production meetings, monitor job progress, communicate schedule changes, and update delivery dates in production reports.
• Review estimates, final job specifications, alterations, and overs; release complete billing information to Accounts Receivable within four business days of shipment or mailing and resolve invoicing questions.
• Review inventory and conduct timely outreach regarding replenishment, repeat orders, and upcoming customer needs.
• As a limited part of the regular workflow, proactively identify upcoming opportunities based on historical orders, anticipated reorders, and customer needs not yet uncovered.
• Follow up on open quotes and recommend relevant Fineline products and services to support profitable growth within assigned accounts, coordinating with the Senior Account Manager or sales leadership.
• Coordinate customer meetings, agendas, and action items
• Support Senior Account Managers with estimates, reports, customer communication, presentations, demonstrations, and stewardship meetings.
• Maintain accurate customer records, growth opportunities, outreach, and follow up activity in SharpSpring; contribute to assigned account growth goals while maintaining service and execution standards.
• Provide coverage for other Account Managers and answer phones as needed.
• Maintain required records and follow established Fineline processes, safety requirements, work instructions, and departmental housekeeping standards.

Competencies

Organizational/Core Competencies:

• Accountability - Assumes responsibility for successfully accomplishing work objectives and delivering business results; setting high standards of performance for self and others.
• Adaptability – Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Client Focus – Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organizational needs.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Mutual Trust – Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
• Revenue Growth Awareness: Recognize and act on opportunities within existing accounts by reviewing historical orders, anticipating upcoming needs, uncovering additional opportunities, and following up on quotes while maintaining customer service and project execution standards.

Functional Competencies:

• Results Oriented: Knowing what results are most important to achieving overall department and organizational goals and organizing resources to accomplish them. Setting high goals for group accomplishments and using measurement methods to monitor progress; tenaciously working to meet or exceed goals while deriving satisfaction from achievement and continuous improvement.
• Time Management: Managing own time and time of others, ensuring work is completed efficiently & timely.
• Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together.
• Commercial Awareness: Recognize opportunities to support profitable growth within existing accounts by understanding customer needs, recommending relevant solutions, and following through on opportunities while maintaining a strong service focus.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Required Education and Experience

• Education: Minimum - High School diploma. Some college preferred.
• Professional Experience: Three to five years of experience with a broad knowledge of offset printing and associated processes is highly preferred
• Must be able to: (1) read and interpret documents such as estimates, work orders and procedure manuals, (2) clearly communicate, in writing and verbally, job specifications, (3) add, subtract, multiply, and divide in all units of measure.
• Must possess outstanding interpersonal skills to effectively interact with external and internal customers.
• Must be proficient in the basics of all software programs required to perform job functions. Specific ones include:
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Enterprise-32 (Preferred)
• CRM Utilization (SharpSpring, SalesForce, Hubspot, etc.)

Pay: From $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Having experience in the print industry is vital and a requirement to this position. Do you have print industry experience? How many years?

Work Location: In person