Client Services Manager

Description: Summary The Client Services Manager is responsible for managing the Account Management team, workflow, people management, and building operational efficiencies throughout cross-functional departments at SeaChange. The Client Services Manager oversees the production process of jobs from the time the Account Executive sells them through production and delivery, and will establish proactive communication practices between the Customer, Production, and the Account Executive to keep all key players informed daily on the status of projects. Requirements: Essential Job Functions, Duties, and Responsibilities Create, implement, and monitor departmental practices and standard operating procedures (SOPs) for clear, concise ticket writing including impositions, binding instructions, and/or charts in a timely manner. Manage, lead, coach, train the Account Management department. Conduct departmental meetings and one-on-ones with all direct reports. Proactively communicate updates, process changes, improvements, and create stop gaps to lead departmental efficiencies. Learn specific needs, expectations, and preferences of customers to create loyalty and encourage collaboration by using documentation, customer profiles, and quote requests. Create, implement, and manage touch points for critical status updates on projects. Ensure Account Managers provide timely customer communication regarding any changes in cost, paper, ink, production schedule, or invoicing. Meet with internal and external customers to respond and resolve complaints and conflicts in a positive and respectful manner. Monitor employee job performance, goal setting, and provide direction to Account Managers. Coordinate meeting, training, and daily activity schedules for the team. Ensure cross-functional team collaboration by partnering and facilitating process improvement and efficiency breakdowns with cross-functional departments. Train and share current processes, best practices, new technical knowledge in the graphic arts, electronic pre-press, and SeaChange operating procedures. Understand and use SeaChange billing system and specific customer price lists. Ensure that clear communication and accurate billing invoices based on the specifications of the job are provided to the customers prior to sending. Generate distribution and mail list planning. Communicate with other departments to provide or obtain information necessary to complete assigned accountabilities in a fully satisfactory manner. Lead and hold direct reports accountability to SeaChange systems, procedures, and account manage tactics to ensure successful project completion. Respond promptly and efficiently to emergency situations for both the Account Management team and Customers. Other duties as assigned. Required Skills and Qualifications Capable of performing the essential functions of the job, with or without reasonable accommodation. 7 or more years of proven people management experience in an account management setting within the printing industry required. Extensive knowledge of the print and mailing industry. Strong communication and writing skills. High degree of organization and professionalism required to manage needs of internal and external clients. Education and Experience A bachelor’s degree in communications, Business Administration, or related field, or High School diploma/GED along with equivalent industry and related experience and/or minimum of 7 years in a similar role. A minimum of 7 years of proven leadership experience directly managing a team of associates. Proficiency in Pace/EFI production system or similar. Proficiency in Microsoft Office Suite. Client-Sensitive Data and Responsibility This position requires or may require access to “Client-Sensitive” data, PHI/ePHI access or authorization. Mandatory security training as well as background, drug screen, credit check will be implemented. SeaChange is committed to a work environment in which all individuals are treated with respect and dignity and expects that all relationships will be free of bias, prejudice, harassment, discrimination, and retaliation. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation based on race, color, creed, religion, national origin, ancestry, sex, sexual orientation, transgender status, gender identity, sexual expression, pregnancy (including childbirth, lactation, or related conditions), marital status, disability, status with regard to public assistance, age, familial status, genetic information, local human rights commissions activity, veteran status, uniformed servicemember status, lawful participation in the Minnesota Medical Cannabis Patient Registry, traits historically associated with race (like hair or wearing protective hairstyles), or any other status protected by federal, state, or local laws.