Client Services Manager
About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 45,000 team members support customers around the world from more than 300 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at www.westrock.com.
Client Services Manager
885 third Avenue 28th Floor
New York, New York, 10022
GENERAL PURPOSE: Manage all aspects of project development, to include structural design, graphic design, technical print production, estimating. Work with peers across multiple teams to provide customer with development support for cartons, rigid boxes, labels and inserts.
ESSENTIAL JOB FUNCTIONS:
Works cross-functionally with MPS sales and the client team, operations, and product experts, in the accurate and timely delivery of the Company's services on assigned accounts.
Provides print production expertise for packaging to customer service, production, sales force and clients. Works closely with customers to ensure seamless transition from creative concepts to final output.
Initiates estimates of potential designs both internally and externally with 3rd party vendor partners.
Exposes customers to MPS innovative technology as appropriate.
Participates in the client service strategy, driving its execution beyond the day-to-day oversight. Accountable for the strategic leadership of the accounts, and client satisfaction.
Proactively identifies potential and existing issues in client service relationships, addresses these directly and intervenes when necessary to ensure client satisfaction. Effectively manages client escalations that may arise.
Identifies future project needs of clients and minimizes engagement disruption through managing service delivery needs internally while ensuring clients' expectations are set and met.
Supports team goals of division are met by participating in strategy meetings, including discussing business development pipeline and current challenges.
Develops and maintains in-depth product knowledge and expertise regarding all products utilized by assigned client relationship(s). Serves as an advocate such that clients' recognize and appreciate the value proposition on an ongoing basis.
Cultivates and expands existing business relationships through frequent communication, including formal and informal meetings and client visits.
Anticipates client needs, manages expectations, and drives internal operations to deliver products and services accordingly. Serves as the internal voice of the client and drives action across teams as appropriate.
Recommends improvements in the nature and extent of client interaction and experience.
Manages and participates in the planning and delivery of face-to-face client meetings and ensures appropriate completion of corresponding action items.
Performs other job duties as assigned
Must have high school diploma or G.E.D.; Associate’s or Bachelor’s degree preferred.
5+ years of solid design, brand and marketing creative services experience. Experience in consumer packaged goods preferred.
Must have extensive knowledge of print production and process.
Must have project management experience.
Must have demonstrated ability to do the jobs he/she is supervising or to quickly gain a working knowledge of those jobs.
Must have excellent people, communication, and presentation skills.
Must have demonstrated business to business relationship building and problem solving skills.
Ability to communicate with poise and tact and be effective in matrix structures.
Must pay excellent attention to detail.
Must be able to work in a fast-paced environment that handles sensitive transactions.
Must have intermediate computer skills (graphics i.e. Adobe Creative Suite, email, routine database activity, word processing, spreadsheets, etc.).
Must be reliable and dependable.
Must be able to perform all essential functions of this job with or without reasonable accommodation.
WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.
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