Now Hiring - Customer Account Manager in Marietta, GA

Customer Account Manager - Enterprise
(Hybrid role, must be located in Seattle, WA, Atlanta, GA or Rochester, NY)

RPI, a global leader in print-on demand, is currently seeking an exceptional and driven Customer Account Manager to join our dynamic team. We are dedicated to providing top-notch services and products, and as a Customer Account Manager, you will play a pivotal role in effectively communicating and coordinating with your assigned customer accounts. As the primary point of contact, your mission is to foster and nurture strong customer relationships while driving growth, optimizing margins, and delivering exceptional customer service in alignment with our Company's 3 Year Plan (3YP).

Essential Duties and Responsibilities:

• Understand and communicate the goals of the Account by providing information, leadership, and direction within RPI for assigned customer accounts.
• Balance Account goals with RPI 3YP strategy by guiding the customer with RPI's value-added solutions and capabilities along with a deep understanding of the company's resource allocation and ensure alignment of the customer therein.
• Collaborate with cross-functional RPI stakeholders to align company priorities with customer programs or projects.
• Monitor account performance, including forecast vs. actuals, quality metrics, and SLAs.
• Manage pricing changes and ensure clarity and tracking of customer contracts.
• Provide detailed specifications for new projects, considering costing and margin review by RPI stakeholders.
• Consistently surpass customer expectations by delivering prompt, informative and responsive communication through various channels, ie. email, face-to-face, online meetings, and phone communications.
• Demonstrate proactive and meticulous communication ('know your numbers'), both internally and externally, regarding assigned accounts while maintaining a strong grasp of key numerical data and metrics.
• Analyze customer issues with appropriate RPI team (Ops, Customer Support) and provide feedback / strategies to achieve resolution.
• Regularly monitor customer actuals-to-budget / forecast and take action with customer based on data and trends.
• Collaborate with the finance team to ensure accurate monthly credit reconciliation and customer invoicing.
• Manage pricing negotiations for new products / services for customers aligned with 3YP and Enterprise processes.

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Qualifications:*

• Preferred experience in on-demand photo products, commercial print, Graphic Arts, and/or manufacturing industry.
• 3+ years of experience in Account Management or similar role.
• 2-3 years of experience working with Digital Print Media is preferred.
• Proficiency in Microsoft Office (Outlook, Excel, PowerPoint), CRM tools (e.g., Salesforce), and Reporting tools (e.g., Tableau, Microsoft BI).
• Strong track record of collaborating closely with internal teams across various levels and functions to effectively manage customer accounts.
• Skilled in negotiation, adept at managing relationships with both external customers and internal cross-functional teams.
• Experience managing customers with high expectations for quality, service, responsiveness, and results.
• Exceptional verbal and written communication skills with the ability to excel under pressure.
• Basic project management experience demonstrating organizational and coordination abilities.
• Detail-oriented with the ability to think strategically and see the bigger picture.
• Solid troubleshooting and creative problem-solving skills.
• Positive energy and alignment with RPI's core values: Commitment, Passion, Adaptability, Trust, and Entrepreneurship.

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About us:*
RPI Print, headquartered in Seattle, WA is a global print partner focused on making brands successful. RPI helps businesses of all sizes, across all industries, by offering sustainable and reliable digital printing services that reach customers all over the world. With facilities and partners in the US, Europe, and Australia, and innovative IT solutions, RPI is an end-to-end integrated supply chain for digital printing on demand. Our leading brand, Blurb®, is a software-driven publishing platform that unleashes the creative genius inside everyone. Blurb's platform makes it easy to create, publish, promote, and sell one-of-a-kind books in print and digital formats. Blurb authors have created millions of books using our full suite of free book-making tools. While our passion is digital printing, what we find equally important is building relationships with our customers. Making real connections!

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year