Position Summary The Account Manager is responsible for managing, retaining, and growing an assigned portfolio of customer accounts through proactive relationship management, exceptional customer service, and identification of additional sales opportunities. This position serves as a primary point of contact for assigned customers, develops a thorough understanding of their business needs, and works collaboratively with internal departments to deliver products and services that meet customer expectations. The Account Manager is accountable for achieving assigned revenue and account growth goals, maintaining strong customer relationships, supporting profitable sales, and identifying opportunities to expand business within existing accounts. The position requires a proactive, results-oriented individual who takes ownership of customer relationships, identifies opportunities, resolves concerns, and contributes to the overall growth and success of Hopkins Printing. Essential Duties and Responsibilities Account Management and Customer Relationships
- Manage an assigned portfolio of customer accounts, serving as a primary point of contact and maintaining strong, professional relationships.
- Develop a thorough understanding of each customer’s business, purchasing needs, product requirements, and future opportunities.
- Maintain regular, proactive contact with assigned customers according to established account management expectations.
- Build relationships with additional decision-makers, departments, and locations within existing customer accounts.
- Anticipate customer needs, identify potential concerns, and proactively recommend solutions.
- Respond promptly and professionally to customer inquiries, requests, and concerns.
- Coordinate customer meetings, plant visits, press approvals, and other activities that strengthen customer relationships.
- Take ownership of customer satisfaction and work collaboratively with internal departments to resolve issues effectively.
Revenue Growth and Business Development
- Meet or exceed assigned revenue, account growth, and customer retention goals.
- Identify opportunities to increase revenue within existing accounts by introducing additional products, services, and capabilities.
- Develop and execute account growth plans for assigned customers, including identifying new contacts, opportunities, and potential projects.
- Proactively promote the full range of Hopkins Printing capabilities, including Offset, Digital, Wide Format, Mailing, and related services.
- Identify opportunities to expand business into additional departments, facilities, or locations within existing customer organizations.
- Monitor customer purchasing trends and identify opportunities to recover declining or lost business.
- Support new customer development and account transitions as assigned by the Sales Manager.
- Maintain awareness of competitive activity, customer needs, and market opportunities that may impact account growth or retention.
Customer Service and Order Management
- Coordinate customer requirements throughout the order process to ensure accurate and timely execution.
- Prepare or coordinate estimates, job specifications, production instructions, and other required documentation.
- Review customer requirements to ensure job information is accurate and complete before work enters production.
- Coordinate proofs, customer approvals, press approvals, and other required production authorizations.
- Communicate customer deadlines, rush requests, special requirements, and changes to appropriate internal departments.
- Monitor job progress and proactively communicate potential delays or concerns to customers and internal teams.
- Coordinate outside purchases and print management projects when required.
- Follow up after job completion to confirm customer satisfaction and identify future opportunities.
- Work collaboratively with Customer Service, Estimating, Planning, Prepress, Production, and other departments to ensure customer commitments are met.
Profitability and Pricing
- Support profitable revenue growth by understanding customer requirements, production capabilities, and the financial impact of pricing decisions.
- Follow established pricing guidelines and approval procedures when preparing quotes or recommending pricing adjustments.
- Identify opportunities to improve account profitability through product recommendations, efficient production methods, and appropriate pricing.
- Recognize and communicate customer requirements or changes that may increase production costs.
- Monitor account performance and work with the Sales Manager to address pricing, profitability, or competitive concerns.
- Balance customer satisfaction and revenue growth with the company’s financial objectives.
Sales Planning and Performance Management
- Develop and maintain account plans and sales activities designed to achieve assigned revenue and growth objectives.
- Maintain accurate customer information, sales activity records, opportunities, and account updates in designated company systems.
- Monitor assigned account performance, including revenue trends, customer retention, growth opportunities, and sales activity.
- Provide timely and accurate sales reports, forecasts, customer updates, and other information requested by management.
- Identify accounts with declining revenue or reduced purchasing activity and develop appropriate recovery plans.
- Participate in sales meetings, account reviews, training sessions, and business development initiatives.
- Establish individual development goals and actively work to improve sales, communication, and account management skills.
Communication and Teamwork
- Maintain proactive communication with customers, Sales leadership, Customer Service, and Production regarding customer needs and expectations.
- Communicate customer priorities, specifications, deadlines, and changes clearly and accurately.
- Work collaboratively with internal departments to identify solutions that meet customer needs while supporting efficient operations.
- Escalate significant customer concerns, pricing issues, or service challenges promptly, providing recommended solutions whenever possible.
- Support company initiatives designed to improve customer satisfaction, operational efficiency, and business growth.
- Demonstrate professionalism, accountability, and a willingness to assist others in achieving company goals.
Continuous Improvement
- Identify opportunities to improve customer service, order accuracy, communication, and overall account management effectiveness.
- Proactively recommend improvements that reduce errors, unnecessary costs, and delays.
- Identify recurring customer concerns and work with appropriate departments to address underlying causes.
- Stay informed about Hopkins Printing’s products, services, equipment, and capabilities to better serve customers and identify growth opportunities.
- Participate in training and development opportunities to strengthen industry knowledge and professional skills.
Qualifications and Experience
- High school diploma or equivalent required; college degree in Business, Marketing, Communications, or a related field preferred.
- Minimum of two years of account management, sales, or customer relationship management experience preferred.
- Experience in commercial printing, graphic communications, manufacturing, or related industries preferred.
- Strong interpersonal, written communication, verbal communication, and relationship-building skills.
- Demonstrated ability to manage customer accounts, identify sales opportunities, and achieve established goals.
- Strong organizational skills and the ability to manage multiple customers, projects, and deadlines.
- Ability to understand customer requirements, interpret job specifications, and coordinate projects through production.
- Proficiency with Microsoft Office and customer management systems; experience with Monarch or similar printing management systems preferred.
- Strong problem-solving, negotiation, and decision-making skills.
- Ability to work independently, take initiative, and maintain a high level of accountability.
- Strong attention to detail and commitment to customer satisfaction.
- Willingness to continuously develop knowledge of commercial printing products, services, and production capabilities.
Physical Requirements and Work Environment Work is performed primarily in an office environment, with regular interaction in production areas and occasional visits to customer locations. The position requires regular use of computers, phones, and other office equipment, along with periods of sitting, standing, and walking. Employees may be required to enter production areas where noise, moving equipment, and other manufacturing conditions are present. Essential job functions must be performed with or without reasonable accommodation. Schedule Expectations The Account Manager is expected to maintain reliable attendance and work on-site during established business hours. Customer meetings, plant visits, and occasional schedule adjustments may be required based on business needs. The position requires flexibility to respond to important customer needs and support company sales objectives. Performance Expectations The Account Manager is accountable for the growth, retention, and overall performance of assigned customer accounts. Performance will be evaluated in the following areas:
- Revenue Growth: Meeting or exceeding assigned revenue goals and increasing business within existing customer accounts.
- Customer Retention: Maintaining strong customer relationships, protecting existing revenue, and proactively addressing declining accounts.
- Account Development: Identifying new opportunities, decision-makers, departments, and locations within assigned customer accounts.
- Profitability: Supporting profitable sales through appropriate pricing, effective account management, and awareness of production costs.
- Customer Satisfaction: Providing responsive, professional service and proactively resolving customer concerns.
- Sales Activity: Maintaining consistent customer contact, account development activities, and accurate sales records.
- Accuracy and Execution: Ensuring customer requirements, estimates, job information, and production instructions are communicated accurately and on time.
- Communication and Teamwork: Working effectively with internal departments to meet customer commitments and support company goals.
- Continuous Improvement: Identifying opportunities to improve account performance, customer service, and operational efficiency.
The Account Manager is expected to demonstrate ownership, initiative, professionalism, and a commitment to achieving individual, departmental, and company goals.