Key Account Manager Job Opening

Are you passionate about nurturing lasting relationships with high-value customers to ensure mutual long-term success? Do you have the skills and desire to better understand customers unique needs and voice and go above and beyond to deliver great results? Do you love being a champion for your customer’s and problem solving to elevate their overall experience?

Want to do that in a friendly, values-driven, “t-shirt & jeans” environment?

If you answered yes to all the above – and you’ve got the track record to back it up – read on!

How you’ll make a difference:

The primary goal of the Key Account Managers working on this team is to help Custom Ink’s clients succeed, by researching, analyzing, and communicating with Custom Ink’s clients regarding their needs and helping advise them of how certain Custom Ink products can help fill those needs and reach their goals. The team manages a portfolio of our best repeat customers. Our team’s passion for elevating our customer’s business, cause, and impact on their community sets the team apart.

On a day-to-day basis, our Key Account Managers focuses their efforts on forging strong working relationships with their clients and genuinely understanding their unique needs. This relationship building is foundational in allowing Key Account Managers to be the customer’s voice within Custom Ink – empowering cross-functional internal teams to deliver world-class results and improve the entire customer experience.

A successful Key Account Manager must be able to navigate collaborative relationships with Operational, Merchandising, Creative, Marketing, and Finance teams to achieve sales goals and grow our business. Daily opportunities include; strategic planning and thinking, internal and external relationship management, and innovating ways to offer added value to our top clients. This role will also provide the opportunity to exercise discretion about how to best provide our clients with the services they need, including understanding from the client what their needs are and determining which product offerings by Custom Ink can best meet those client goals. The KAM will also be responsible for processing orders through Embassy with high accuracy to ensure a WOW customer experience. This autonomy gives this role a direct and significant impact on Custom Ink’s sales and revenue performance.

What you’ll do:
Truly understanding a customer’s needs and being able to tailor our offering to meet them is no easy feat!

With that, key responsibilities include:

• Building a trusted and lasting advisor relationship with key accounts, internal stakeholders, and executive sponsors while serving as the expert for your portfolio of accounts
• Connecting with clients over the phone, e-mail, and occasionally in person to help solidify the trust relationship between the key account manager, Custom Ink, and the client.
• Researching and analyzing Custom Ink clients to understand and anticipate those clients’ needs, and then communicating and promoting Custom Ink products and services to those key clients, based on that research and analysis.
• Translating key needs into product offerings, working with other Custom Ink teams to ensure that client needs are met and that the client is satisfied.
• Working both independently and collaboratively to forecast/track key account opportunities, assist with high-severity requests and escalations, and iterate and evolve best practices, guidelines, and systems
• Identifying new opportunities, areas for improvement both for key clients and internally as part of the Key Accounts team
• Cultivating a funnel of accounts and new customer relationships to exceed revenue goals
• Negotiating quotes, closing orders, and ensuring timely and successful delivery according to customer needs and objectives while clearly communicating with all involved

How you’ll be measured:
This role will have a measurable impact on the business and the identification, development, and expansion of new and existing key accounts. Accordingly, key measures of success for the position will be:

• Net Revenue
• New Customer Acquisition (via referrals)
• Calls/Day
• Customer Engagement
• CRM Utilization

What we’re looking for:

This role will have a strong impact on our growth and customer experience so we’re looking for a driven individual with the following skills and capabilities:

• Strong Custom Ink character
• Operations, Product, and Systems knowledge
• Demonstrated ability to communicate genuinely and effectively at all levels of an organization and across customer segments
• Experience with and ability to deliver customer-focused solutions
• Proven organization, planning, attention to detail, and follow up skills while managing multiple projects and or clients
• Excellent communication skills including listening, questioning, verbal, and written
• Exceptional ability to collaborate, work independently, or operate as part of a team and the decision-making skills to know which is needed and when
• General business acumen
• Self-motivation and a competitive “fire”
• A positive, solution-oriented, problem-solving, customer-centric attitude
• Experience working within Salesforce or other CRM a plus
• Prior experience in sales and outbound customer outreach a plus
• Ability to apply sales best practices and techniques is a must

What you’ll get:

There are lots of attractive opportunities for someone like you, so here’s what makes this one special:

• It’s a company you can take pride in
• You’ll be part of a fun, collaborative, and effective team
• Within your own group, you’ll be starting with terrific people

We provide competitive comp and great benefits. This is a special opportunity to help create tremendous value in our fun, intense, and results-oriented environment.

As with all roles at Custom Ink, you must also embody our company values - practicing the Golden Rule, taking Ownership, and driving and embracing Innovation.