Acts as primary liaison and solution architect between customer, internal stakeholders and production facilities across multi-channel communication platforms. Utilizes strong project management skills, (print and technology) knowledge, and experience to oversee, plan and coordinate the execution of projects from concept development to final disposition. Achieves the objectives of the service agreement in compliance of customer expectations, company policy, and profit and quality requirements. Applies understanding of customer’s business needs in building and maintaining solid customer relationships through active engagement at all stages, monitoring customer satisfaction, and providing consulting in conjunction with RR Donnelley stakeholders. Acts as the primary point of coordination for customer-required services across all locations and all platforms.
Establishes and maintains a positive and productive long-term customer relationship in the development of targeted solutions and new business opportunities. Provide support to RRD stakeholders and leadership, providing information regarding customer issues, needs and opportunities. Effectively monitors and maintains customer specific internal and external supply base.
Primary point of contact for customer. Build constructive relationships with primary customer contacts and apply knowledge of customer’s business (organization structure, value chain, strategic plans, etc.) to partner with RRD stakeholder to assess and develop processes to deliver on service quality and solutions development for the customer.
Provide solutions, develop pricing and provides original/revised job requirements to the platform. Partners with RRD stakeholders to develop and execute on strategic customer plans, build contract provisions, and develop sales forecasts.
Proactively identify and drive resolution to account challenges by leveraging RRD resources, external resources and technologies.
As the primary point of contact, manage high profile, complex and/or major accounts across multi-channel communication platforms.
Provides recommendations for process improvements to bolster improved quality, customer satisfaction, increased productivity and lower operating costs.
Oversees the production or project process from point of sale until final delivery. Actively engages with manufacturing concerning all production-related requirements, to include but not limited to facilitate approval of materials such as artwork, color separations, ink samples, paper selection and final production counts.
Review customer requirements for production capabilities and provide efficient and economical production alternatives as needed.
Resolve issues that may arise during production of customer products. Keep leadership and sales team informed of customer project status, progress, issues, enhancements and modifications as required.
Maintain accurate, complete, up-to-date customer data in compliance with procedures and policy.
Assist in the implementation and execution of products and services. Consult with customers to understand business issues and goals, and works with customer to develop improved solutions to business needs.
Work to develop and prepare sales product presentations for use on up-sell opportunity for the accounts managed and assist Sales with the development of sales collateral for new business opportunities.
Identity customer needs and opportunity to secure new business.
Perform within the customer contract parameters.
Maintain up to date knowledge of industry trends , new products, specifications, competitor strengths and weaknesses.
Performs other related duties and participates in special projects as assigned.
Work with Customer to manage their print and communication needs.
Partner with Customer production managers to ensure all goals and objectives are met on a project-by-project basis.
Assist, maintain and manage specifications, quoting process and order entry.
Assist Customer in the development of custom printing projects: including size, material, and print recommendations and researching new idea element.
Facilitate prototype and development of custom print piece.
Maintain all Customer compliance procedures and ensure the Customers branding guidelines are met.
Manage vendor base for best fit to customer’s product and geographical proximity need.
Provide reports on spend, internal vs. external source, number of projects and other reporting as required.
May confer with customer to modify inventory levels and provide recommendations related to fulfillment.
Bachelor degree in discipline related to functional work or role with 8-10 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
Able to apply broad work experience and knowledge when analyzing complex problems. Must be able consistently identify critical elements, variables and alternatives to develop solutions. Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions. Able to communicate clearly and courteously with those who need to know of decisions/actions/problems. Able to apply excellent business acumen and collaborative skills when resolving problems.
Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments. Able to apply expertise in all the tools or applications used to complete work assignments. Able to mentor junior level team members in the use of tools and/or systems in the position.
Requires excellent communication skills with ability to state messages in a clear manner by using language that is easy for others to understand. Able to explain programs policies and procedures in language that is understood by others. .
Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted. Requires strong understanding of the impact of a message on the organization or customer. Able to write with the clarity and precision necessary for the work being performed.