Job Summary:
The Enterprise Account Manager (EAM) serves as the primary point of contact for assigned enterprise clients, ensuring an exceptional client experience across all touchpoints. This role focuses on understanding and aligning with the client's business goals - particularly in the print and mailing space - while coordinating internal teams to deliver consistent, cutting-edge solutions. The EAM is responsible for maintaining high levels of client satisfaction, optimizing service delivery, and managing all aspects of billing and account performance.
Key Responsibilities:
- Serve as the primary relationship manager for enterprise-level clients, overseeing day-to-day communications and strategic planning.
- Develop a deep understanding of the client’s industry, goals, and operational needs - especially around regulated print, mailing, and communications workflows.
- Collaborate cross-functionally with internal departments (Client Services, Operations, IT, Compliance, Sales) to ensure client requirements are executed with precision.
- Provide consultative guidance on best practices and emerging technologies in print, mail, and multi-channel delivery.
- Continuously identify opportunities to introduce efficiencies and innovations to improve client outcomes.
- Monitor account health, address escalations, and lead quarterly business reviews (QBRs) with enterprise stakeholders.
- Maintain accountability for accurate and timely billing, including reviewing invoices, reconciling discrepancies, and managing client approval processes.
- Track, report, and present key account performance metrics, service levels, and strategic initiatives.
- Stay current on industry trends, compliance changes, and client-specific regulations impacting communications.
Qualifications:
- Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent experience).
- 5+ years of experience in enterprise account management, client services, or business development - preferably within print, mail, or secure communications.
- Strong understanding of print production workflows, mailing logistics, and regulatory compliance (e.g., HIPAA, CMS, SOC 2).
- Exceptional communication and relationship-building skills.
- Strong organizational, project management, and problem-solving capabilities.
- Experience managing billing cycles and reviewing financial documentation.
- Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.
Key Competencies:
- Strategic Thinking
- Client-Focused Execution
- Technical Acumen (Print/Mail Technologies)
- Cross-Functional Collaboration
- Financial/Billing Accuracy
- Conflict Resolution
- Process Optimization
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