Client Services Account Manager

Position Summary:

The Account Manager (AM) is the primary day-to-day client contact and operational execution owner for assigned campaigns. Working in partnership with the Senior Account Executive, the Account Manager is responsible for managing campaigns through the full project lifecycle—from initial project setup through final mail delivery.

This role coordinates campaign activities across Client Services, Production, Data Services, Postal, Warehouse, and other internal teams to ensure projects are completed accurately, on schedule, and in accordance with client requirements.

The Account Manager owns campaign timelines, internal workflow management, production readiness, client approvals, and campaign execution. Success in this role requires strong organization, proactive communication, attention to detail, and the ability to manage multiple projects simultaneously while maintaining a high level of service and quality.

Essential Functions

Campaign Management & Execution

• Manage direct mail campaigns through the complete project lifecycle, from project initiation through final mail delivery.
• Develop and maintain campaign schedules and internal milestone deadlines.
• Coordinate campaign activities across internal departments to ensure projects remain on schedule.
• Monitor campaign progress and proactively address issues that may impact quality, timing, or delivery.
• Ensure campaigns are executed according to approved specifications, client requirements, and operational standards.
• Manage multiple campaigns simultaneously while maintaining accuracy and attention to detail.

Client Communication & Coordination

• Serve as the primary day-to-day point of contact for clients regarding active campaigns.
• Provide proactive communication regarding campaign status, milestones, requirements, approvals, and change requests.
• Coordinate client reviews, proofs, approvals, and change requests.
• Escalate strategic, relationship, or account-level concerns to the Senior Account Executive when appropriate.

Internal Workflow & Timeline Management

• Establish and manage internal campaign timelines and milestone dates.
• Ensure required data, materials, approvals, and documentation are received according to project schedules.
• Coordinate internal handoffs between departments throughout campaign execution.
• Proactively communicate campaign status, risks, and upcoming deadlines to ensure alignment among all internal stakeholders.

Production Readiness & Quality Assurance

• Ensure campaigns are fully prepared for production according to established schedules.
• Verify campaign specifications, instructions, approvals, and supporting documentation are complete and accurate prior to release.
• Coordinate with Production, Data Services, Postal, and other departments to ensure operational readiness.
• Support resolution of production, data, or operational issues that may impact campaign execution.
• Coordinate material procurement, availability, and vendor activities to ensure campaign readiness and production schedules are maintained.

Documentation & Reporting

• Maintain accurate campaign records, approvals, communications, and project information within company systems.
• Prepare and distribute campaign status updates and reports as required.
• Support campaign closeout activities and documentation requirements.
• Partner with Support Specialists to ensure required documentation and records are maintained throughout the campaign lifecycle.

Compliance & Continuous Improvement

• Ensure campaigns comply with client specifications, postal regulations, company procedures, and operational requirements.
• Maintain working knowledge of USPS regulations and direct mail best practices.
• Identify opportunities to improve campaign execution processes and workflow efficiency.
• Participate in departmental continuous improvement initiatives.

Additional Responsibilities

• Support critical business needs outside of normal business hours when required.
• Comply with company policies, procedures, and company values.
• Perform other duties as assigned.

Essential (Knowledge, Skills, and Abilities):

• Strong project management and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple campaigns and competing priorities simultaneously.
• Strong attention to detail and commitment to quality.
• Ability to work effectively under tight deadlines.
• Strong problem-solving and decision-making abilities.
• Ability to coordinate activities across multiple departments and stakeholders.
• Proficiency with project tracking, reporting, and workflow management.
• Ability to proactively communicate status, risks, and priorities.

Preferred:

• Proven knowledge of direct mail services, production processes, and USPS regulations.
• Bachelor’s degree in Business, Marketing, Communications, or related field; or 5 or more years of equivalent experience.
• Experience in Account Management, Client Services, Project Management, Direct Mail, or a related field.

Reports To:

• Director of Client Services

Standard working hours are Monday - Friday 9:00 AM - 5:00 PM.