Shutterfly is seeking a highly motivated and results driven Client Services Manager. The ideal candidate will possess in-depth client support experience. This position will support the client post sales and provide overall program and project administration as it relates to the client’s needs.
This position is a critical part of our Shutterfly Business Solutions team. Charged with client advocacy and program successes, this is a highly visible position throughout our organization. Flexibility, dealing with diverse business constituents, working to deadlines and dealing with some of the world’s top consumer brands is a few of the core requirements of this position.
The Client Services Manager will act autonomously in developing and maintaining client relationships built upon program successes. This position will work closely with Sales and Sales Support team members in developing a client management strategy and take sales wins into the organization and interface with a multi-disciplined execution team including data services, variable content development/programming, web interactive, manufacturing, analytics and administrative support.
Accountable as the primary client advocate throughout the company and be responsible for execution of client work
Lead cross-functional team and designate resources to fulfill program/project requirements.
Evaluate and requisition company resources to fulfill client expectations
Develop and maintain program/project schedules, timelines and execution requirements through internal company areas and client infrastructure
Manage all aspects of billing including working directly with billing area to provide specific pricing and invoicing information to allow the client to be billed properly and timely
Manage job costing and communicate to management regarding cost issues including preparing and approving all billing documents submitted through internal channels and approving final invoice prior to customer submission
Interface with assigned sales representative to develop and maintain established communication strategy and coordinates communications between customer, sales and production
Interface directly with sales representative regarding issues and opportunities on assigned accounts
Support additional sales efforts and growth of business by:
Managing current program/project portfolio successfully
Establishing and maintain “partner” communication strategy
Making sales representative aware of additional opportunities or customer comments related to expanding business
Manage internal process control and automation requirements to meet company requirements
Bachelor Degree in Business, Finance, Applied Arts/Sciences or Liberal Arts preferred
8+ Years of experience in a Fortune 500 Marketing Department, Advertising or Direct Marketing Agency or Data services/Analytics firm with direct management responsibility of client relationships with revenue in excess of $1 million
Client advocacy and unwavering commitment to client program success a must
Project management experience with proven results in ensuring timely and efficient completion of all production aspects of a job by leveraging resources, working both independently and cross-functionally across departments to meet or exceed customer expectations
Excellent communication skills in dealing with customers, sales support and managers
Ability to develop relationships with customers based on strong, interpersonal communication skills and trust
Excellent interpersonal skills with the ability to develop effective customer relationships both within and outside of the organization to effectively convey customer expectations to internal support teams
Strong organizational and problem solving skills
Technical, data services, analytics and digital print knowledge required with proven experience in all three preferred
Proven experience in exercising independent judgment with a strong work ethic of being self-motivated and results oriented
Targeted and direct marketing expertise with experience with segmentation, demographic and behavioral triggers program knowledge
Ability to manage across different business disciplines including technical, data, production and third-party partners
Moderate to heavy Travel required
Shutterfly Business Solutions focuses on bringing “Best in Class” marketing services to a broad range of commercial clients across the globe. Based in Phoenix, AZ, the SBS team builds enterprise-level variable marketing programs for our clients that produce results. Our team leverages our cutting edge technical services, large production capability and incredible Shutterfly brand to offer clients a unique marketing services experience.
***Relocation Assistance Available***
Shutterfly - 2 years ago
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