RR Donnelley
Job Description
The Account Manager position will be a combination of remote work and on‑site with the customer in Richmond, VA. As an Account Manager, you will be the key liaison between our client and our off‑site Creative/Production team. You will be expected to manage projects, including scheduling, obtaining job detail information, job tracking, invoicing and must be proactive, quick‑thinking, a problem‑solver and ultra‑organized, ensuring account satisfaction and service excellence. The Account Manager will project‑manage the day‑to‑day execution and optimization of Creative Services projects – determining goals and coordinating projects while collaborating with the customer. This includes resolving and escalating issues and barriers. Primary responsibilities include client facing, enriching the customer experience with RRD through service, a positive attitude, sense of urgency, clear communications and utmost professionalism in all interactions, ensuring account satisfaction and service excellence.
Responsibilities
Act as primary liaison between client, appropriate internal key stakeholders and production teams.
Establish and promote excellent customer relations through effective and proactive communications to update clients and other stakeholders on project status.
Effectively manage multiple timelines and projects at various stages of a project life cycle.
Apply broad knowledge of workflows, digital asset management, problem‑solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high‑volume or high‑profile customer accounts, with minimal supervision.
Apply analytic problem‑solving related to the ingestion of client‑supplied data into existing templates.
Lead day‑to‑day management and optimization of projects, entering specifications using job management software, and ensuring proper priority is given to each job to meet client expectations.
Demonstrate understanding in each area of Creative Services including design, print production, and prepress.
Attend and set relevant client meetings, production, and project management status calls bringing in appropriate resources from Creative Services as needed.
Provide pre‑production services and perform order management processes such as communicating job‑specific information, entering the order into production and preparing timely and accurate job instructions to meet customer expectations.
Establish and promote excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
Maintain contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
Responsible for customer retention and customer loyalty.
Facilitate the resolution of production‑related problems in a timely manner and elevate appropriately when necessary.
Identify and facilitate opportunities for continuous improvement in the product, process and service.
Monitor page production services and communicate performance to the customer. Notify the customer when pages and proofing cycles exceed the agreed limits.
Background in the pre‑media and/or print industry preferred.
Excellent Mac computer skills; ability to learn new programs and basic troubleshooting.
Responsible for working normal office hours, with occasional need to work after hours to meet deadlines.
Perform other related duties and participate in special projects as assigned.
Qualifications Bachelor’s degree in a related field or equivalent working experience.
5+ years of experience in project management or comparable experience with progressively expanding responsibilities.
Skills and Certifications
Background in the premedia and/or print industry preferred.
Excellent Mac computer skills; ability to learn new programs and basic troubleshooting.
Must be proactive, collaborative, driven and seek excellence in execution of tasks.
Experience in utilizing continuous improvement tools to create and track metrics.
Complete understanding of the “Big Picture” which allows the individual to problem‑solve, analyze potential solutions and use sound judgment to make good business decisions.
Ability to interpret and understand clients’ expectations and guide the production team.
Strong project management, organizational and time‑management skills.
Proven track record with strong and effective client relationships and solution delivery.
Superior presentation and communication skills, both written and verbal, with the ability to listen for understanding.
Ability to manage multiple projects at one time in a dynamic environment.
Excellent interpersonal skills; experience and ability to work with cross‑functional teams, internally and client‑side.
Ability to anticipate needs on behalf of the client, not only to serve the client but also increase volume and profitability.
Knowledge of administrative software, including Microsoft Office; basic working knowledge of design or development skills/software (Adobe Creative Suite, InDesign, Illustrator, Photoshop, Acrobat).
Must have the ability to work independently and manage high volumes of information during high‑stress situations.
Demonstrated excellence in interpersonal skills, especially in situations involving consensus and team building.
Able to apply broad work experience and knowledge when analyzing complex problems; consistently identify critical elements, variables and alternatives to develop solutions.
Must be able to organize/prioritize existing resources and incorporate new information to implement the most effective solutions; communicate clearly and professionally with those who need to know of decisions/actions/problems.
Requires excellent communication skills with ability to state messages in a clear manner.
Experience with direct mail in the banking and/or credit card industry is a plus.
Additional Information RRD’s current salary range for this role is $73,200 to $114,300 per year. The salary range may be adjusted based on location and may change in the future. Compensation may include a bonus, commission or incentive program. Benefits include medical, dental, vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance, parental leave, adoption assistance, tuition assistance and employer/partner discounts.
All employment offers are contingent upon successful completion of pre‑employment background and drug screen.
RRD is an Equal Opportunity Employer, including disability/veterans.
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Responsibilities
Act as primary liaison between client, appropriate internal key stakeholders and production teams.
Establish and promote excellent customer relations through effective and proactive communications to update clients and other stakeholders on project status.
Effectively manage multiple timelines and projects at various stages of a project life cycle.
Apply broad knowledge of workflows, digital asset management, problem‑solving, designing and implementing workflow procedures and quality control to handle assigned accounts, including complex, high‑volume or high‑profile customer accounts, with minimal supervision.
Apply analytic problem‑solving related to the ingestion of client‑supplied data into existing templates.
Lead day‑to‑day management and optimization of projects, entering specifications using job management software, and ensuring proper priority is given to each job to meet client expectations.
Demonstrate understanding in each area of Creative Services including design, print production, and prepress.
Attend and set relevant client meetings, production, and project management status calls bringing in appropriate resources from Creative Services as needed.
Provide pre‑production services and perform order management processes such as communicating job‑specific information, entering the order into production and preparing timely and accurate job instructions to meet customer expectations.
Establish and promote excellent customer relations through effective and proactive communication and continuous monitoring of customer satisfaction.
Maintain contact with customers and production to advise them of order progress, scheduling concerns and requests for additional information or materials when required.
Responsible for customer retention and customer loyalty.
Facilitate the resolution of production‑related problems in a timely manner and elevate appropriately when necessary.
Identify and facilitate opportunities for continuous improvement in the product, process and service.
Monitor page production services and communicate performance to the customer. Notify the customer when pages and proofing cycles exceed the agreed limits.
Background in the pre‑media and/or print industry preferred.
Excellent Mac computer skills; ability to learn new programs and basic troubleshooting.
Responsible for working normal office hours, with occasional need to work after hours to meet deadlines.
Perform other related duties and participate in special projects as assigned.
Qualifications Bachelor’s degree in a related field or equivalent working experience.
5+ years of experience in project management or comparable experience with progressively expanding responsibilities.
Skills and Certifications
Background in the premedia and/or print industry preferred.
Excellent Mac computer skills; ability to learn new programs and basic troubleshooting.
Must be proactive, collaborative, driven and seek excellence in execution of tasks.
Experience in utilizing continuous improvement tools to create and track metrics.
Complete understanding of the “Big Picture” which allows the individual to problem‑solve, analyze potential solutions and use sound judgment to make good business decisions.
Ability to interpret and understand clients’ expectations and guide the production team.
Strong project management, organizational and time‑management skills.
Proven track record with strong and effective client relationships and solution delivery.
Superior presentation and communication skills, both written and verbal, with the ability to listen for understanding.
Ability to manage multiple projects at one time in a dynamic environment.
Excellent interpersonal skills; experience and ability to work with cross‑functional teams, internally and client‑side.
Ability to anticipate needs on behalf of the client, not only to serve the client but also increase volume and profitability.
Knowledge of administrative software, including Microsoft Office; basic working knowledge of design or development skills/software (Adobe Creative Suite, InDesign, Illustrator, Photoshop, Acrobat).
Must have the ability to work independently and manage high volumes of information during high‑stress situations.
Demonstrated excellence in interpersonal skills, especially in situations involving consensus and team building.
Able to apply broad work experience and knowledge when analyzing complex problems; consistently identify critical elements, variables and alternatives to develop solutions.
Must be able to organize/prioritize existing resources and incorporate new information to implement the most effective solutions; communicate clearly and professionally with those who need to know of decisions/actions/problems.
Requires excellent communication skills with ability to state messages in a clear manner.
Experience with direct mail in the banking and/or credit card industry is a plus.
Additional Information RRD’s current salary range for this role is $73,200 to $114,300 per year. The salary range may be adjusted based on location and may change in the future. Compensation may include a bonus, commission or incentive program. Benefits include medical, dental, vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance, parental leave, adoption assistance, tuition assistance and employer/partner discounts.
All employment offers are contingent upon successful completion of pre‑employment background and drug screen.
RRD is an Equal Opportunity Employer, including disability/veterans.
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