Senior Account Manager

Purpose of the Job

The Senior Account Manager will work alongside the Account Manager and/or the Account Executive to ensure services are delivered to clients to specification, on time and against operational and financial business targets. The Senior Account Manager is required to manage and develop senior client relationships whilst identifying opportunities to cross sell business solutions and services, taking responsibility for the implementation of new opportunities.  Delivering exceptional quality customer service whilst driving and maintaining operational excellence will ensure client expectations are always exceeded. 

This role will also be responsible for providing leadership to an individual/team.  The senior Account Manager will be required to set individual and team objectives to meet key business drivers whilst actively monitoring and managing performance.

Key Responsibilities  

• Delivering services on time, to specification, to a high quality and to contractual targets
• Providing technical input and advice on projects as required to achieve high quality standards
• Production of detailed specifications for internal and external clients
• Monitoring high standards and working together on new methods and procedures
• Ensuring best practice in conjunction with wider HH operations group
• Develops a good understanding of the client’s business and industry sector
• Maintain a full understanding of the broad range of HH’s services and work closely with the internal departments to provide the client with digital services that complement their print
• Implement new methods and procedures as required
• Develop strong relationships with key external and internal clients
• Deliver a high level of customer service
• Monitor projects to ensure they are delivered to specification and on time
• Manage Account Managers and/or Account Executives when required
• Deliver services to meet/overachieve SLA’s
• Ensure compliance with Regulatory and Company policies
• Regularly report on achievements and issues, escalating issues where required
• Deliver client plans that add value, increase our revenue and ensure client retention
• Actively engage with and be visible to all employees in the operational unit

Knowledge, Skills + Experience

• Naturally builds and maintains rapport with the client
• Is comfortable analysing and interpreting financial data and produces accurate reports
• Works collaboratively with others in pursuit of team goals
• Identifies opportunities for continuous improvement
• Takes a logical and systematic approach to work
• Takes a flexible approach to work and encourages others to do so
• Knowledge of Microsoft office

• Experience in liaising directly with clients and advising on campaign print/digital solutions is preferred
• Experience in a client facing role is essential
• Experience in a managerial position
• Senior account management experience, working within a contracted environment to strict SLAs (service level agreements) and KPIs (key performance indicators)
• Previous experience working in print/ print management/ print buying/ marketing print procurement essential
• Able to manage and communicate with key client stakeholders to successfully deliver and exceed their expectations
• Experience of managing multiple accounts