Director of Client Services

PRISMA GRAPHIC CORPORATION•Phoenix, AZ

1d•$110,000 - $140,000•Onsite

About The Position

The Director of Client Services leads the Account Management team, overseeing people leadership, workflow, procedures, and cross-functional coordination to ensure project success and client satisfaction. This role supervises the Executive Coordinator and partners closely with Account Executives and operations teams across Prisma locations. A candidate must have excellent verbal and written communication skills, strong computer skills, be organized, detail oriented, and have an excellent understanding of printing, mailing and the overall marketing ecosystem as a whole. A general comfort level and understanding of various platforms and systems used to manage overall workflow (Billing, Project Management, CRM, etc.) is critical to this role. Recruiting, interviewing and managing team members is also an important aspect of this role due to the size and changing dynamics of the team. The ideal candidate is entrepreneurial, energetic, organized, continuously learning, client-focused and professional.

Requirements

Excellent verbal and written communication skills
Strong computer skills
Organized
Detail oriented
Excellent understanding of printing, mailing and the overall marketing ecosystem
General comfort level and understanding of various platforms and systems used to manage overall workflow (Billing, Project Management, CRM, etc.)
Recruiting, interviewing and managing team members
Computer literate
Proficient in the Microsoft Suite
Proficient in collaboration tools
Capable of quickly learning our programs: Pace, Salesforce, Process Shipper, dokshop, SLIM, and HubSpot
Creative thinking
Collaboration
Work experience in a fast-paced, detailed environment
10+ years in print management preferred
Professional and business written and verbal skills are required, both client-facing and within the company.
Accurate, complete, and concise job information must be relayed to production effectively
Superior organization skills
Exhibit self-motivation and ability to work independently.
Complete all assigned duties in a timely manner.
Demonstrate strong problem-solving skills.
Quickly interpret information and react to time-sensitive situations.
Organize projects effectively at the start of production for success.
Show cooperation and a willingness to help others achieve their objectives.

Nice To Haves

Entrepreneurial
Energetic
Continuously learning
Client-focused
Professional
College degree is preferred

Responsibilities

Manage the Client Operations manager, the Account Management team and Executive Coordinator. This includes recruiting, interviewing and onboarding new team members.
Collaborating with department managers, the Account Executives and other Prisma locations for project success and client satisfaction is a must.
Supports specific clients in their day-to-day, as well as special projects. Provides additional oversight and support as needed.
Assists the Account Manager team and Executive Coordinator to balance production needs while ensuring our clients are top-of-mind while adhering to best practices.
Maintains relationships with major customers ensuring a high level of customer experience. Participates in onboarding of major accounts and business reviews / account roadmaps for wallet share expansion as appropriate.
Proactively works with the account manager, sales rep, ops team and customer during conflict management.
Understands the systems and workflow within the department. Refining existing procedures, as well as updating the Pace (Project Management system) manual are core responsibilities.
Implementing new processes and procedures to gain efficiency for clients and production is always a focus.
Outreach to other Prisma locations is needed, so the facilities are aligned in Pace, intercompany work and VMI transfers. Timely documentation ensures the procedure is clear and establishes exceptional execution.
Works with all departments throughout Prisma, including prepress, press, bindery, grand format, digital, dokshop production, fulfillment, mailing, dokshop admin, pick/pack, and shipping and accounting to improve workflow. A solid relationship with human resources is needed to manage staffing needs.
Adheres to standard operating procedures (SOPs) and departmental guidelines.
Works in a team-oriented environment, while maintaining professionalism.
The responsibilities of this position focus on project success, client satisfaction and performance expectations.
This position must identify process gaps to ensure all revenue is captured. This is accomplished by established workflows that are periodically reviewed for improvement.
Success in this role relies on the use of standard procedures with minimal spoilage.