Account Manager

Job Description

The Account Manager position will be a combination of remote work and on‑site with the customer in Richmond, VA. As an Account Manager, you will be the key liaison between our client and our off‑site Creative/Production team. You will be expected to manage projects, including scheduling, obtaining job detail information, job tracking, invoicing and must be proactive, quick‑thinking, a problem‑solver and ultra‑organized, ensuring account satisfaction and service excellence.

The Account Manager will project‑manage the day‑to‑day execution and optimization of Creative Services projects – determining goals and coordinating projects while collaborating with the customer. This includes resolving and escalating issues and barriers. Primary responsibilities include client facing, enriching the customer experience with RRD through service, a positive attitude, sense of urgency, clear communications and utmost professionalism in all interactions, ensuring account satisfaction and service excellence.

• Act as primary liaison between client, appropriate internal key stakeholders and production teams.
• Establish and promote excellent customer relations through effective and proactive communications to update clients and other stakeholders on project status.
• Effectively manage multiple timelines and projects at various stages of a project life cycle.
• Apply broad knowledge of workflows, digital asset management, problem‑solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high‑volume or high‑profile customer accounts, with minimal supervision.
• Apply analytic problem‑solving related to the ingestion of client‑supplied data into existing templates.
• Lead day‑to‑day management and optimization of projects, entering specifications using job management software, and ensuring proper priority is given to each job to meet client expectations.
• Demonstrate understanding in each area of Creative Services including design, print production, and prepress.
• Attend and set relevant client meetings, production, and project management status calls bringing in appropriate resources from Creative Services as needed.
• Provide pre‑production services and perform order management processes such as communicating job‑specific information, entering the order into production and preparing timely and accurate job instructions to meet customer expectations.
• Establish and promote excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
• Maintain contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
• Responsible for customer retention and customer loyalty.
• Facilitate the resolution of production‑related problems in a timely manner and elevate appropriately when necessary.
• Identify and facilitate opportunities for continuous improvement in the product, process and service.
• Monitor page production services and communicate performance to the customer. Notify the customer when pages and proofing cycles exceed the agreed limits.
• Background in the pre‑media and/or print industry preferred.
• Excellent Mac computer skills; ability to learn new programs and basic troubleshooting.
• Responsible for working normal office hours, with occasional need to work after hours to meet deadlines.
• Perform other related duties and participate in special projects as assigned.

Bachelor’s degree in a related field or equivalent working experience.

5+ years of experience in project management or comparable experience with progressively expanding responsibilities.

• Background in the premedia and/or print industry preferred.
• Excellent Mac computer skills; ability to learn new programs and basic troubleshooting.
• Must be proactive, collaborative, driven and seek excellence in execution of tasks.
• Experience in utilizing continuous improvement tools to create and track metrics.
• Complete understanding of the “Big Picture” which allows the individual to problem‑solve, analyze potential…