The Client Manager II is key to the successful growth of relationships between NCP Solutions and our clients. Responsible for understanding who our clients are, how they work best, and be able to work with them in customized ways that generate an exceptional level of trust, mutual respect, and an ultimate extension of the client/company relationship. Client Managers manage the relationship with the clients from planning to product(s) implementation, timelines, and coordinating the execution of NCP standardized and/or custom printed solutions, to include payment books, letters, and statement mailings on behalf of the client and in support of client business objectives. Planning and follow-through communication on an ongoing basis is imperative to ensure client retention and growth. Building a client’s support system and extension of their marketing department is the most gratifying state of a client’s relationship with us. This position reports to the VP of Client Services and/or the Client Services Manager.
Key Duties / Responsibilities
· Serves as the primary point of contact for assigned clients regarding project initiatives; serves as the liaison for client projects by channeling all project-related communications with the client, outside vendors, internal team members and other company staff members.
Must be able to work as an advocate for both the client and the company in delivering all NCP standard/custom printed solutions as it relates to strategy, reporting, and documenting progress and results for client to sales. Fosters strong client relationships through open, collaborative communication.
Manages all e-mail, phone and other communication between NCP Solutions and assigned clients. Participate and lead meetings, conference calls, and client visits; as required. Some meetings may require travel to the client site and formal presentations.
Coordinates with technical staff to ensure implementation of new products and/or changes to existing products by managing all programming request and development requests in a timely manner to ensure meeting established deadlines, communication of timelines; while ensuring quality control and client satisfaction.
Utilizes business knowledge and understanding to work closely with client and internal teams in execution of NCP’s standardized and customized print solutions. Identifies and fully understands clients’ business needs, campaign objectives, and opportunities to grow the client/company relationship.
Participates in on-boarding/implementation calls and support the project plans for new clients from implementation/sales to Client Manager hand-off to ensure client success, while establishing credibility and building client trust.
Acts responsively and with attention to detail when researching and providing information as it pertains to client requests and deliverables. Ensure proper follow through resulting in closure of any outstanding work items and/or incident resolution.
Initiates proactive follow-up calls to ensure client awareness, education, and satisfaction while identifying up selling opportunities with existing clients; offering additional services increasing customer value and company revenue.
Documents appropriate actions and activities related to both internal and external customers and provide training and mentoring to assigned account backups.
Projects positive and professional behavior/attitude in all areas associated with the production and delivery of NCP Solutions products to internal and external customers.
Works comfortably in dynamic, time intensive environments where consistent fire drills and competing priorities are commonplace; must manage expectations and priorities.
Follows established administrative procedures for inter/intradepartmental interaction.
Demonstrates full utilization and understanding of departmental and company documentation.
Develops technical knowledge and talents for the benefit of NCP and its customers.
Represents Client Services by attending/participating in interdepartmental meetings as assigned by Client Services management, when needed.
Creates and maintains team/departmental documentation.
Serves as a Mentor and conduct Client Manager Training.
Performs other duties and/or special projects as required or assigned; which are reasonably within the scope of the duties above.
All employees are responsible for demonstrating the company's Core Values at all times and for using Performance Excellence principles to continuously improve effectiveness, efficiency, products, and services. This includes, but is not limited to, participating on improvement teams, recommending and implementing improvement ideas, and participating in training and other activities to keep up to date on processes, information, etc.
All employees are responsible for supporting and complying with internal and external audits, to include providing information, performing assigned tasks to ensure compliance, and preparing and maintaining evidence that key duties identified as internal controls have been performed.
All employees are responsible for supporting and complying with safety and security policies to promote a healthy working environment.
Education & Knowledge Required
Bachelor’s Degree and/or equivalent combination of education and client/account management experience. The position requires 5-7 years’ experience in a financial, print/mail, direct mail/direct marketing, preferably in a client facing role or industry related field.
Experience / Skills / Abilities Required
Excellent written/verbal communication skills and the ability to communicate, present, and influence credibly and effectively at all levels of the organization, including both technical and non-technical personnel, executive/corporate level; ability to listen, clarify and respond well to questions.
Excellent people skills and the ability to work with a wide range of people/personalities as a team.
A strong work ethic, self-motivated, accountable and possess a sense of ownership.
Must bring energy and a sense of urgency to your work.
Must be well organized and detail-oriented.
Strong problem solving and negotiation skills.
Ability/flexibility to work longer hours, especially under deadlines, when needed.
Must possess a passion for teamwork, client service, and supporting company goals.
Must maintain confidentiality while working closely with clients regarding all aspects of their campaigns.
Proficient with standard business software (Microsoft Office Suite) and Adobe Reader.
Travel may be required.*
*with or without reasonable accommodation.
Communication & Contacts Required
This individual has contact with clients, sales, senior management, other program specialists, business development executives, and various employees within the following processes: development, IT, programming, inventory, billing, and manufacturing.
Equipment / Software Utilized:
Personal computer utilizing a Microsoft Windows environment: Word, Excel
Physical Requirements / Working Conditions