Strategic Account Manager

Strategic Account Manager

Portland, Maine

Job Description

We are seeking a dedicated Strategic Account Manager to provide daily support and oversight for our enterprise clients in the healthcare, energy, government, financial services, and insurance sectors. This role involves managing client relationships, ensuring customer satisfaction, and addressing day-to-day requests and inquiries. Please note, this is not a sales position. This role is highly operational and involves extensive, hands-on client servicing. The ideal candidate will excel in a fast-paced environment, demonstrating a commitment to industry-specific knowledge and a proven track record of managing client portfolios. Responsibilities include oversight of client program changes and enhancements, conducting recurring operational stakeholder meetings, ensuring quality control, providing oversight of print production, and acting as a liaison between the production, development team, and clients. Additionally, the role involves escalation and problem-solving to address client-impacting challenges.

Duties/Responsibilities

• Serve as the primary contact for clients in assigned portfolio on day to day requests and inquiries
• Manage to established client standard agreements to ensure customer satisfaction
• Partner with management to understand clients’ needs and exceed expectations
• Manage all aspects of client orders from data submission through delivery
• Develop and provide detailed reporting
• Track, monitor, and report on delivery performance to ensure all metrics and SLAs are met
• Submits quotes with detailed specifications and requirements to technology
• Facilitate client meetings and have accountability for deliverables
• Inform management on customer needs and business opportunities as needed
• Inform and participate in the resolution of client impacting challenges
• Partner with internal teams to ensure that all client expectations are met

About MPX

MPX is a technology company, providing comprehensive communications solutions to organizations across many industries. We have a unique culture of high-performing people who proudly solve business communication problems for our clients. Our culture is fast-paced. We depend on each other to contribute, to do our respective parts. We attract and retain doers and problem solvers. Our clients choose us because we listen to them and challenge them to bring innovative ideas, process improvements, and cost savings. MPX has earned Best Places to Work in Maine for 12 years!

Our Core Behaviors

• Put Clients First. MPX doesn’t exist without our clients
• Achieve Ambitious Outcomes. Set, measure, and accomplish goals that deliver massive value to our clients and team
• Cultivate Inclusion. We want an environment that retains and engages the diverse teams we build
• Bias Towards Action. When in doubt, we take the next best step, then course correct when needed. We go out of our way to fix problems when we see them. We take ownership seriously
• Be Candid and Kind. Be extremely caring and extremely direct in all you do at MPX, especially when it comes to giving positive and constructive feedback
• Be Curious. Everything gets better when you’re curious. Things get more interesting, clearer, and more approachable. When you bring curiosity into the workplace, you’re growing yourself, your teammates, and MPX

Competitive Salary and Benefits

• Medical, dental, and vision insurance
• Paid holidays paid time off
• 401k match
• STD, LTD life insurance
• Onsite fitness facility

Requirements

• Demonstrate a commitment to industry specific knowledge, processes, practices, tools, and behaviors with a proven track record of project participation or management
• Confidence and experience working with senior-level leadership both internally and externally
• Experience managing client portfolios
• Attention to detail and strong multi-tasking skills
• Can communicate effectively, lead meetings, and maintain documentation that is shared with customers, sales, and management
• Is flexible and can adapt to change
• Works well in diverse teams with a sense of urgency, while being willing and able to make course corrections as the business and clients evolve
• Has the core values of Trust, Respect, Integrity, and Teamwork and is accountable for their actions
• Comfortable working in a fast-paced environment with a high tolerance for high-volume daily client requests
• Positive attitude
• Proven experience building client loyalty
• The ability to ask probing questions to identify new opportunities within the existing portfolio