What are the responsibilities and job description for the Account Manager - Client Care position at OSG?
Diamond Communication Solutions an OSG Company is currently hiring a Account Manager to join our growing team in Carol Stream! We offer competitive salary, healthcare benefits, paid vacation & time off, 401(k) plan, and much more. For more information visit, www.dmsolutions.com.
About Us:
Diamond Communication Solutions is a full-service partner in the design, production, and deployment of data-driven, highly personalized customer communications for businesses and nonprofit organizations. Delivering targeted, relevant, and dynamic messaging using print and digital media, Diamond provides in-house solutions for secure communications, direct response, fulfillment, and healthcare communications. Watch Our Company Video: Recruitment .mp4 (vimeo.com)
Job Summary:
- Gathers information from client needed for a successful implementation. May require support to confirm all necessary information has been provided.
- Establishes or reinforces client schedule by communicating within departments, and the client.
- Uses these client requests to develop a sequential time line showing all critical stages and targeted completion dates.
- Works with Senior Account Manager, Team Lead to determine departments/contacts to attend kick off meeting.
- Completes Account Manager Checklist and distributes it at the kick-off meeting.
- Cordially takes questions from team members and other departments during the kick off and pursues timely answers so production is not delayed.
- Pro-actively works with the Diamond salesperson and/or client to negotiate a new schedule if it is determined the client desired schedule cannot be met.
- Makes good decisions in seeking help from supervisor or alters direction if a project is not meeting expected quality or timeline.
- With assistance, can identify and work issues aggressively to minimize impact on the completion date.
- Effectively monitors status of all affected departments to ensure that project stages are accurately completed on time.
- Escalates any major questions or concerns to Senior Account Manager, Team Lead prior to client contact.
- Confirms that data has been mapped correctly with an end-to-end test or similar process.
- Comes prepared to answer questions and give updates to the management team each morning in the production meeting.
- If required, requests postage in advance for projects.
- Track postage receipt and usage in a concise spreadsheet for each job, or on an on-going basis for repeat clients, to reconcile with Finance.
- Track inventory usages for ongoing jobs and provide reports to clients weekly or monthly, as requested by the client.
- May contract with outside vendors and create Purchase Orders for job related activities as necessary. Approval of Purchase Order must be executed by Senior Account Manager, Team Lead.
- All written, phone and face-to-face communications with clients and Diamond associates are courteous, cordial and professional. Listens carefully to clients’ requests/complaints.
- Writes and verbally communicates in a clear, concise and effective format.
- Presents a positive, professional image when representing Diamond.
- Responds promptly to client voice or email messages, even if only to update them that their inquiry has been received and an answer is being worked on.
- Willingly and consistently communicates with co-workers to achieve mutual understanding of the client requirements and time frames.
OSG offers equal employment opportunity and will not discriminate on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
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