Account Manager

The Account Manager is responsible for ensuring customer success and long-term retention within Marco's Print Business Unit. Leveraging data from the Insights Cloud Portal and adhering to directives from business unit leadership, this position fosters strong client relationships and supports retention strategies that reflect the best interests of the customer. Through effective cross-functional collaboration, prompt issue resolution, and dedication to upholding Marco's Gold Standard experience, the Account Manager - Print enhances customer loyalty and addresses the evolving requirements of key clients. Performance in this role is evaluated based on customer satisfaction, retention rates, and proactive client engagement.

ESSENTIAL FUNCTIONS:

• Deliver prompt and professional communication to core clients while maintaining regular engagement to strengthen overall relationship quality.
• Monitor account status, identify early indicators of dissatisfaction, and proactively take action to stabilize and retain at-risk customers.
• Act as the primary point of contact for service, billing, and account inquiries while working closely with internal teams to resolve issues efficiently and escalate when appropriate.
• Support the Strategic Renewals team by collecting and organizing account information, service history, and customer insights needed for upcoming renewal cycles.
• Execute all renewal activities with timely, accurate, and proactive communication prior to contract expiration.
• Identify and present expansion opportunities through data analysis, including usage patterns, volume trends, device performance, and lease cycles.
• Conduct regular client business reviews to evaluate performance, identify evolving needs, and recommend targeted solutions and improvements.
• Provide customer education and guidance on best practices, available tools, and Marco resources to help optimize print services.
• Maintain accurate and up-to-date documentation by recording clear notes and account details within CRM systems.
• Collaborate closely with Customer Success, Sales, Service, Accounts Receivable, and Print BU leadership to deliver seamless customer experiences and address retention-related concerns.
• Perform periodic customer check-ins, follow up on survey feedback, and analyze trends that influence overall customer satisfaction and sentiment.

QUALIFICATIONS:

• Bachelor's degree and three years of relevant experience; or equivalent combination of education and experience.
• Associate degree and five years of relevant experience; or equivalent combination of education and experience.
• Exposure to service management concepts, systems testing, and evaluation methodologies (e.g., ITIL v4) is desirable
• Valid Driver's License, proof of personal insurance, and an acceptable driving record.

REQUIRED SKILLS:

• Demonstrates strong outcome-based reasoning with the ability to assess situations, evaluate risks, and make informed recommendations that support long-term customer retention and business success.
• Possesses exceptional verbal and written communication skills, with the ability to adapt messaging effectively for customers, sales teams, cross-functional partners, and internal stakeholders.
• Builds trust and maintain strong customer relationships throughout the account lifecycle by proactively identifying needs, anticipating challenges, and advocating for the customer's best interests.
• Exhibits initiative as a self-starter who can develop, prioritize, and execute strategies independently while thriving in competitive, results-driven environments.
• Effectively manages multiple accounts, tasks, and deadlines in a fast-paced setting while maintaining accuracy, responsiveness, and attention to detail.
• Applies strong analytical skills to review data in CRM systems, dashboards, service reports, and related tools in order to identify trends, uncover insights, and inform customer discussions.
• Collaborates professionally and productively with cross-functional teams, including Customer Success, Sales, Service, Accounts Receivable, and Print BU leadership, to support customer success and retention objectives.
• Demonstrates strong problem-solving capabilities by identifying root causes, addressing issues proactively, and resolving concerns before escalation is required.
• Maintains accurate, thorough, and timely documentation by tracking customer interactions, sales activities, and account details to ensure continuity and seamless handoffs across teams.
• Shows adaptability and resilience when navigating change, adjusting to evolving customer needs, shifting priorities, and new or updated business processes.
• Proficient in the use of business collaboration and productivity tools, including the Microsoft Office Suite, CRM platforms, proprietary company systems, ticketing solutions, and basic print device concepts.

Pay Range: $53,001 - $82,152 annually

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.