Account Manager

Full Time Job
Role Description

The Account Manager focuses on managing a team of Account Representatives, processing new orders, work in progress, and billing; and ensures that client requirements are adequately defined, uniformly understood, and appropriately planned to achieve the successful execution of projects.

Specific Responsibilities

Coach and guide Account Representatives; answering questions, assisting with client management, interdepartmental communications, and problem solving
Delegate and assign work to a team of Account Representatives, ensuring balance across the team
Assist Account Director in the hiring process, and organize the training plan for new-hires
Assist Account Director with special projects and requests, as needed
Reviews client orders, determines and schedules project deliverables, production milestones, and required tasks
Manages the entire localization process from creation to delivery of subtitles, closed captions, dubbed audio, and media assets
Enters orders into our production databases according to client orders and production schedules
Manages activities for new and ongoing projects with multiple production departments, technical teams, management, and clients to ensure that delivery requirements and objectives are accomplished
Manages project tasks with production, ensuring tasks are completed, identifying and addressing any needed changes, while keeping the client informed of delivery timeline
Proactively identifies potential issues with projects in progress and finds creative solutions to meet or exceed client expectations
Tracks project statuses to ensure any issues or changes in schedule are provided to the client in a timely manner
Escalates client requests and complaints when necessary ensuring client is satisfied with end result
Sends and receives a large volume of emails on a daily basis to/from clients, production and other internal departments
Gathers information and consults on invoice and billing process as requested by Finance
Track project volume and report monthly revenue forecasts to Account Director and Finance Department
Adheres to company policies and procedures
Must work overtime and weekends when needed
Perform other duties as assigned

Capabilities and Skills

A strong background and understanding of customer service
The ability to effectively manage client expectations
Excellent verbal and written communication skills, including the ability to effectively communicate needs and requirements between numerous parties, and relay information responsively back to client
The ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction
The ability to take ownership of projects and work independently with a solutions-oriented mind set.
Competency in the execution of large, dynamic, complex tasks

Qualifications and Experience

Advanced degree or 3-4 years of comparable experience in a client and/or customer service oriented position.
Prior experience in a client facing role as an Account Representative desired.
Strong understanding of SDI Production and Delivery processes.
Demonstrated ability to work well with peers, make sound decisions, and appropriately respond to difficult situations.
Demonstrated ability to work within deadlines, ensuring timely, cost-effective delivery and client satisfaction.
Ability to effectively build, grow and manage client relationships.
Ability to lead, coach and to gain the trust of a team.
Supervisory experience required to oversee staff, department functions, and processes