Account Manager

Title: Account Manager - Exempt

Department: Account Management

Reports To: Client Services Manager

General purpose of Job: The Account Manager at Impact serves as the primary point of contact between clients and Impacts Sales and Production teams overseeing direct mail programs from project initiation through final invoicing. This role is responsible for managing and expanding client relationships while ensuring client objectives are achieved and campaigns are executed efficiently and accurately. The Account Manager maintains a strong focus on postal compliance quality standards and delivery timelines while providing strategic guidance related to data production and campaign execution to optimize performance and client satisfaction. Additionally the Account Manager actively fosters strong positive relationships with assigned accounts consistently aligning their work with Impacts Purpose and Values.

Essential Duties & Responsibilities:

Serve as the primary point of contact for assigned customers providing timely professional communication and ensuring a high level of service throughout the lifecycle of each project.

Build and maintain strong client relationships by understanding customer objectives anticipating needs and offering proactive solutions that support successful print and direct mail campaigns.

Prepare jobs for production by accurately translating client specifications into detailed production requirements utilizing the following tools and skills:

• Proficient use of Microsoft Office applications including Word Excel and PowerPoint
• Use of Adobe Acrobat to review edit and prepare production files and proofs
• Generation of detailed production tickets using Midnight software
• Creation of clear comprehensive instructions within Midnight for all departments including Premedia Data Processing Document Composition Digital Print Bindery and Lettershop
• Effective coordination and management of data lists artwork and all required materials
• Accurate measurement and verification using a ruler and micrometer when creating and confirming piece attributes

Coordinate and procure outside services as needed including mailing lists printing and other vendor-supplied services ensuring accuracy quality and cost-effectiveness.

Monitor the status of active projects collaborating closely with scheduling production and operations teams to ensure deadlines quality standards and postal requirements are met.

Proactively identify and resolve issues related to production data scheduling or postal compliance to minimize delays and maintain client confidence.

Complete projects by ensuring all post-production tasks are finalized including delivery of remaining materials distribution of reports and creation and approval of invoices.

Act as a positive and knowledgeable ambassador for Impact representing the company with professionalism while fostering long-term partnerships and contributing to account growth.

Support continuous improvement efforts by providing feedback on processes workflows and client needs.

Have the ability to multitask and perform additional duties as assigned to support team and company objectives.

Performance Measurement: Provide feedback on performance verbally and in writing on an ongoing as-needed basis. Recognize achievements in monthly employee recognition meetings. Conduct formal training on SOP changes as required with a comprehensive annual review by the supervisor.

Education and/or Experience:

Bachelors degree (B.A.) from four-year college or university and/or five years related experience.

Language and Math Skills:

Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organizations. Ability to add subtract multiply and divide in all units of measure using whole numbers common fractions and decimals. Ability to compute rate ratio and percentage and to draw and interpret bar graphs.

Reasoning Ability:

Demonstrate the capacity to solve practical problems and navigate diverse concrete variables in scenarios with limited standardization. Possess the ability to interpret a range of instructions provided in written oral diagram or schedule form.

Physical Demands:

Frequently engage in computer work at a desk or walking to various locations within the building. Occasionally lift objects weighing up to 40 pounds. Expect significant phone usage as part of the role.

Work Environment:

Expectation is that employees will work in office environment with exposure to the production floor. Machinery with moving parts and forklifts are present on the production floor. The noise level is moderate (in office) to loud (in production). Hybrid work from home opportunities available upon request an approval by management.

Required Experience:

Manager