Account Manager

JAPS-OLSON COMPANY, LLC•Saint Louis Park, MN

13d•Onsite

About The Position

The Account Manager (AM) is a high-impact contributor dedicated to supporting high-value client relationships. This includes support all things pre-sale for each program. It also includes going beyond routine support by assisting assigned sales partners in diving deep into strategic accounts, understanding each client’s unique business challenges, and aligning our services with their evolving needs. The AM acts as a trusted advisor, proactively identifying upsell and cross-sell opportunities, managing escalated issues, and collaborating closely with cross-functional teams to continuously refine processes and deliver exceptional value. This position requires a robust understanding of client business models, market trends, and a commitment to delivering tailored solutions that drive long-term success.

Requirements

A bachelor’s degree in business, communications, marketing, or a related field – or equivalent work experience in an applicable function is required.
3–5+ years of proven experience in customer success/service, account management (or similar role), preferably with exposure to complex or high-value client environments.
Exceptional communication, negotiation, and relationship management skills.
Strong problem-solving abilities, with a keen understanding of business dynamics and customer needs.
Proficiency in CRM systems and data analytics, with strong attention to detail.
Ability to leverage customer data and feedback to make informed, data-driven decisions that drive both customer and company success.
Exceptional project management and leadership skills.
Highly motivated, competitive, and entrepreneurial individual with a desire to tackle challenging opportunities.
The ability to effectively and persuasively present complex information in a simple way to executive level audiences.
Passion and integrity with the drive to excel and deliver exceptional results.

Responsibilities

Strategic Account Support & Expansion: Partner with Sales to deepen relationships and expand wallet share with strategic customers through upselling, cross-selling, and proactive program engagement.
Conduct outreach to existing programs to trigger forecasted work and identify expansion opportunities with current contacts, present new JO formats, upsell format selection with finishes and embellishments.
Support execution of account plans, including contact mapping, opportunity identification, and tactical support during complex sales cycles.
Collaborate with Solution Engineers and Sales to present new approved formats and solutions to existing customers.
Manage book of accounts for continuous revenue generation with a continuous pipeline of opportunities.
Prepare sales presentations or proposals to garner interest in Japs-Olson’s product offerings and capabilities.
Quoting & Program Coordination: Align with Sales on the strategic management of quotes and pricing negotiations with top customer contacts.
Work closely with Estimating to gather program specifications, rate card details, and contract requirements to produce accurate, timely quotes.
Lead coordination and submission of quotes for both existing account work and new program opportunities; manage the follow-through to win/loss, updating the system and appropriate Sales partners.
Initiate communication with customers to optimize the customer experience – proactive offering of value-added services, including cross-selling and upselling opportunities employing a consultative, problem-solving approach.
Demonstrate a significant level of Japs-Olson technical knowledge with the ability to engage customers in consultative conversations to solve problems and optimize results.
Educate clients on JO value-add services such as JO fastlane, data and postage optimization capabilities to enhance program ROI.
Lead customer specific new program onboarding process.
CRM & Sales Process Execution: Maintain accurate and up-to-date CRM records related to account activity, quotes, opportunities, and customer touchpoints.
Ensure visibility of pipeline activities and sales status to enable performance tracking and reporting.
Support new program award handoffs to Customer Success, ensuring seamless onboarding and execution.
Collaborate with Accounting and Business Management to validate pricing strategy, manage billing, and ensure proper documentation for invoicing.
Confirm final invoice pricing with Sales and assist in uploading invoices to customer systems or portals as required.
Client Engagement & Business Reviews: Build and nurture long-term, strategic relationships with key client accounts by engaging in regular, proactive communications and understanding their unique marketing models and challenges.
Serve as the primary point of contact for non-executives at key accounts and all levels at smaller clients, expertly managing escalated issues and coordinating with internal teams to resolve complex problems swiftly and effectively.
Participate in sales calls and comprehensive quarterly and semi-annual business reviews to reinforce strategic alignment and deliver value-based service.
Provide ongoing support in presenting data, identifying growth areas, and addressing customer questions or needs during review cycles.
Utilize advanced CRM analytics to monitor client health, anticipate potential issues, and implement proactive interventions that enhance the overall customer experience.
Keep Customer Success Leadership informed of any significant issues.
Represent Japs-Olson when dealing with customer questions regarding pricing, billing, and any follow up by customer.
Customer Success Team Mentorship: Develop and mentor team members to maintain excellent service standards.
Make decisions within authority on Customer Success processes and on individual customers' accounts.
Answer technical questions for team members and customers to ensure the appropriate products are being quoted, and work with Production, Quality or Sales Engineer as needed.
Develop constructive and cooperative working relationships with colleagues throughout Japs-Olson and maintains them over time.
Provide guidance, support, and direction to colleagues, being available for training, back-up, and project collaboration as needed.
Additional Responsibilities: Deliver on established KPI’s and goals as set by the Customer Success Leadership.
Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and communicate them effectively to the customer.
Travel as needed to meet customers and attain a better understanding of their business needs.
Maintain a solid understanding of Japs-Olson’s services and competitive landscape.
Additional work duties as assigned.