Director of Account Management
Reporting to the VP of Customer Experience & Sustainability, the Director of Account Management is responsible for the leadership, performance, scalability, and continuous improvement of KDV's Account Management function. This position establishes the systems, processes, standards, resources, and performance expectations necessary to deliver a consistent and exceptional customer experience across locations while supporting profitable growth.
The Director leads and develops the Account Management team and works cross-functionally with Sales, Operations, Scheduling, Prepress, Quality, Estimating, IT, Finance, and other departments to improve execution throughout the customer journey.
With a strong focus on process optimization, technology, automation, data, and organizational development, the Director identifies and removes barriers to effective customer service and builds scalable processes that enable the team to support KDV's continued growth.
The Director also serves as the senior escalation point for complex customer and service matters and partners with Sales and organizational leadership on strategic customer programs, new business opportunities, and customer experience initiatives.
Responsibilities
- Lead, develop, and hold accountable the Account Management team, establishing clear roles, expectations, service standards, and performance objectives.
- Establish the operating model, processes, and standards for Account Management across KDV locations.
- Develop and optimize scalable workflows, systems, standard operating procedures, and tools that improve efficiency, accuracy, responsiveness, and customer experience.
- Champion effective use of ERP, CRM, automation, workflow technology, and data within the Account Management function.
- Identify recurring customer and operational friction points and lead cross-functional efforts to address root causes.
- Establish and monitor departmental KPIs related to responsiveness, execution, customer experience, productivity, accuracy, and other appropriate measures.
- Evaluate departmental capacity, workload, organizational structure, and resource requirements.
- Develop the Senior Account Manager role as the day-to-day operational leadership layer within the department.
- Establish training, onboarding, cross-training, and professional development expectations for Account Management personnel.
- Lead change management associated with new systems, processes, customer programs, and organizational initiatives.
- Partner with Sales leadership to support customer retention, account development, prospective customers, and strategic opportunities.
- Establish standards and processes for onboarding new customers and transitioning new business from Sales into Account Management and Operations.
- Serve as the senior escalation point for complex customer concerns, service failures, special requirements, and cross-functional issues.
- Participate in strategic customer meetings, business reviews, and prospective customer discussions when leadership or operational expertise is required.
- Lead development and continuous improvement of customer programs and service offerings.
- Work cross-functionally with Operations, Scheduling, Prepress, Quality, Estimating, Procurement, IT, Finance, and Sales to improve the end-to-end customer experience.
- Analyze customer feedback, service trends, operational performance, and departmental data to identify improvement opportunities.
- Promote consistency across locations while identifying where customer or operational requirements warrant differentiated processes.
- Develop and mentor team members while building accountability, collaboration, succession capability, and professional growth.
- Maintain a strong understanding of KDV's capabilities, materials, production processes, customer requirements, and strategic priorities.
- Exhibit and uphold KDV's Core Values in all situations.
Qualifications
- Passion for customer service and operational excellence.
- Strong leadership, organizational, coaching, and change management capabilities.
- Demonstrated ability to improve processes, implement systems, and lead operational initiatives.
- Experience with workflow automation, process mapping, systems implementation, and data-driven decision making.
- Excellent communication, interpersonal, and cross-functional collaboration skills.
- Ability to manage multiple priorities and initiatives in a fast-paced manufacturing environment.
- Strong analytical, problem-solving, and business acumen.
- Ability to build effective working relationships across all levels and departments within the organization.
- Strong customer relationship management and escalation-resolution skills.
- Proficiency in Microsoft Office products required.
- ERP and CRM experience required.
Education / Experience
- Bachelor's degree in Business, Operations, Supply Chain, Communications, or related field preferred.
- Minimum of eight years of customer experience, account management, operations, or related leadership experience required.
- Manufacturing experience required; print and packaging industry experience strongly preferred.
- Experience leading teams, cross-functional initiatives, and organizational improvement efforts preferred.
Physical Requirements
- Ability to sit, stand, walk, and use a computer for extended periods of time.
- Ability to occasionally travel between facilities and customer locations as needed.
Benefits
- Medical, Vision, and Dental insurance
- 401(k) + 401(k) matching
- Employee assistance program
- Health savings account
- Company Paid Life insurance
- Paid time off + Holidays
- Referral Program
- Company Events
