Enterprise Account Manager

Position Summary: The Enterprise Account Manager (EAM) is responsible for ensuring the delivery of outstanding service levels at strategic Enterprise accounts. This role is the main point of contact for BlueCrest Service at client Leadership and C Suite level within an Enterprise account. In addition to ensuring outstanding service delivery, the EAM will identify and develop additional services opportunities that deliver value for the client and increase revenue for BlueCrest. Key deliverables are building and maintaining a trusted partner relationship with key client stakeholders and demonstrating superior on-going service delivery performance though professional and consistent communications. The EAM is accountable for the overall profitability, client satisfaction and growth of the account by identifying and leading improvement through the promotion of standardized processes and adoption of best practices. This role will work closely with Field Service Leadership, Professional Services team, Product Line Management and Sales Account Managers to continue to deliver solid Service performance as an enabling foundation to developing new opportunities for revenue. The role is also a critical enabler to ensuring the mitigation of competitive threats and to continue evolution of the Global Service value proposition in line with clients desired outcomes and industry trends. Core Position Responsibilities: * Maintain year over year Services revenue and profit contributions of the assigned strategic Enterprise accounts through disciplined account and commercial management * Support the business development and closure of incremental Services business over and above the base contracted service agreement (i.e., Professional Services, Maintenance Services and software solutions) * Transition the existing commercial business model from a break-fix, labor and parts cost-plus model to an outcome and value-based commercial business model that enables greater price flexibility and margin improvement * Drive continuous improvement of Service value propositions and service offering portfolio to deliver strong customer satisfaction and recognition of BlueCrest Service value Functional Accountabilities: * Lead the client relationship for Service at C-suite and across sites within the client’s enterprise. * Take the lead on developing relationships with key stakeholders that enable a trusted partner status individually and for BlueCrest as a service and technology provider. * Work with Service & Sales Leaders to define a client engagement plan to maintain excellent service levels and a solid growth pipeline. * Deliver the client reporting framework for Service including periodic reviews. * Identify the capability and processes required to support the delivery of service across the client’s enterprise and ensure any gaps are addressed with changes required managed through an action register. * Leverage data and reporting tools to demonstrate the delivery of client value by BlueCrest and to identify additional services that will enhance productivity or reduce compliance and quality risk providing additional value to the client. * Establish and maintain employee morale and motivation by leading from the front and exhibiting role model behaviors. * Review, analyze and forecast data to determine Account progress toward stated goals and objectives. * Manage Profit and Loss performance for service delivery across the client enterprise and lead improvement through identification and delivery of efficiency improvements and incremental revenue opportunities at site level. * 40-50% Travel is expected with more during the early stages Required: * Bachelor of Science degree or equivalent work experience required; Master’s degree preferred. * Change management experience in leading an organization/team through a transformation. * Strong manufacturing operational experience (with strong preference for transactional mailing) leading and growing a team, specifically around service delivery and implementation. * Demonstrate extensive experience of building client relationships and delivering effective account management to deliver growth. * Ability to influence client decision making as a trusted advisor including interacting with leaders and C suite business clients as a peer. * Client Relationship Management skills and experience including conflict resolution, escalation and negotiation skills. * Direct & indirect team leadership and collaboration skills. * Project Management experience with strong evidence of bringing complex projects to completion. * Profit and loss accountability and experience meeting near and long term financial objectives within budget. * Experience working in a matrix environment ideally in a consultative role or account management role either internally or as a professional consultant in the print manufacturing industry. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled