TECHNICAL ACCOUNT MANAGER

Position Location: York, PA

Hours: Full-Time, Exempt

Scope: The YGS Group operates marketing automation portals or storefronts on behalf of our valued clients. These sites are accessed by users who are purchasing custom print products (flyers, brochures, stationery, etc.) as well as promo and signage products that are chosen or designed by our customers. The Technical Account Manager (TAM) will be assigned to a group of client accounts and will regularly engage with clients to ensure that the site functionality and products are up to date and meet the needs of the client. The TAM will collaborate with an internal team consisting of subject matter directors, project managers, business analysts, developers, QA specialists, and user support specialists to meet client needs. This position will lead the accounts they are assigned to and act as a conduit between the technology team and customers (internal and external).

Essential Functions

This position exists to perform the essential functions of the position satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Initiates, responds, and documents all communications with customers, sales, and team members regarding changes to job specifications or any other pertinent information.
Serves as primary contact for the client and internal communications. Builds relationships and communicates with clients as the account management lead.
Work directly with appropriate staff in Technology and business areas to understand the business needs and the project concept objectives and approach; take assigned project from original concept through final implementation.
Reconcile information received from multiple sources and create detailed business requirements that meet the business need within the scope of the initiative.
Create and maintain documentation as required for Technology processes.
Tracks project progress within the Agency Project Management system and provides updates to impacted parties.
Communicates new system functionality to department and assists users in understanding implications.
Analyzes existing processes, tools, systems, or databases and makes recommendations for development, improvement, or simplification.
Conducts or coordinates with Technology developers to test system fixes, new releases and enhancements, changes, and implementations, to ensure functionality and user acceptance.
Develop, document, and facilitate user acceptance test plans to ensure fulfillment of requirements and successful project implementation.
Creates meeting agendas, leads client meetings, supplies meeting notes, and manages action items related to the meeting notes.
The cross-department collaboration includes design, content, digital, technology, print, and accounting services.
Communicates all schedules, material, and quality and delivery information to the customer promptly.
Determines and fulfills customer requirements, including those not stated in the contract or job specifications. Clearly articulate and isolate in-scope and out of scope elements.
Seeks information from the customer that may lead to other sales opportunities and communicates this information to the Sales team.
Maintains a professional demeanor and an enthusiastic attitude.
Is proactive in project management.
Follows all required safety procedures relating to PPEs, ergonomics, chemical hazards, etc. Performs job in a manner that protects the health and safety of all employees.
You may be required to work additional hours during peak season or for special projects as required. Advanced notice would be provided.
Accountable for administration of SOC 2 controls within area of responsibilities.
Other duties, as assigned.

Education

Bachelor’s Degree in Marketing and/or Communications fields preferred.
A minimum of 2-3 years’ experience in client-facing role preferred.
A high school diploma/or GED equivalency, required.

Knowledge, Skills, Abilities, and Experience

At least 2 years of on-the-job experience and training required.
At least 2 years of experience in a client-facing role preferred with Account Management in an advertising agency or web to print environment with a proven track record of managing and growing accounts.
Experience in problem resolution and comfortable with risk and decisions.
Experience working with all aspects of prepress, press, bindery, fulfillment, and distribution processes and methods, from a service standpoint is strongly preferred.
Excellent oral and written communication skills, as well as outstanding relationship building, analytical, and organizational capabilities.
Able to prioritize the workload in a fast-paced environment.
Works independently and can collaborate well with co-workers from all departments, as necessary.
Flexible team player who learns quickly, can work independently, has outstanding prioritization and time management skills and a proven ability to multitask, and works well under pressure.
Working knowledge of print and digital specifications and publishing
Use appropriate information to assist in decisions that have a positive effect on assigned client projects.
Demonstrates ability to pick up on new software quickly.
Detailed and accurate.
Proficient in all Microsoft Office products, Mac, and/or PC platforms
Knowledge and use of CRM systems
Excellent customer service and relationship-building skills
Current knowledge of strategies, trends, and technologies
Ability to maintain a fast pace and work with a sense of urgency.
Continuous evaluations of client needs and willingness to make any necessary adjustments to deliver day-to-day requirements to meet or exceed client expectations.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Accurately and consistently follow instructions delivered in a verbal or written format.
Valid driver’s license and reliable transportation required.

Competencies

Customer/Client Focus
Personal Effectiveness/Credibility
Ethical Conduct
Initiative
Results Driven
Technical Capacity
Project Management
Time Management
Communication Proficiency
Business Acumen
Organizational Skills
Collaboration
Teamwork Orientation

Management Responsibility

This position does not manage others.

Work Environment

This job operates in a professional office environment.
The environment is considered to contain low/medium noise levels.
The environment is not regularly exposed to extreme changes in temperatures or weather conditions.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and other tools.
This job operates in a manufacturing environment on an as-needed basis, which is temperature-controlled and subject to high noise. While in this environment safety footwear is required.
The work environment is collaborative.
Work is performed within cross-functional teams.
This job requires occasional (domestic) travel.

Physical Demands

Physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

This position is stationary approximately 90 percent of the time.
The individual in this position needs to move around inside the office areas to access files, operate office machinery, etc., regularly.
May carry weight, lift (to a height of 3–4 feet), transfer, position, or remove materials up to 20 pounds occasionally, and up to 10 pounds regularly.
Will use fingers, hands, and arms to feel, grasp, handle, push, pull, lift, lower, and position objects and/or materials as needed.
Will use feet and legs to climb stairs or ladders, balance, ascend, and descend as needed to complete work assignments.
Must communicate, listen, hear, speak, converse with, and/or convey information as needed.
Regularly operates a computer and other office machinery, such as a calculator, copy machine, and computer printer as needed.
The person in this position frequently communicates with coworkers, customers, and business partners to complete work assignments. Must be able to exchange accurate information in these situations.
Must see, detect, determine, perceive, identify, recognize, judge, observe, inspect, estimate, and assess information as needed.
Position works in office areas regularly. Temperatures are regulated through systems.
The environment is considered to contain low/medium noise levels.
The environment is not regularly exposed to extreme changes in temperatures or weather conditions.
Will attend meetings and YGS-related events as needed. Overtime as dictated by the needs of the business.
This position works in a climate-controlled office within a manufacturing environment regularly.
Office work environment is not regularly exposed to extreme changes in temperatures or weather conditions.
Office environment is considered to contain low/medium noise levels. The manufacturing environment is considered to contain medium/high noise levels.
This position requires travel to other YGS locations for purposes of completing assignments as needed.
Attendance of meetings and YGS-related events will be required, as needed.
Additional working hours may be required as dictated by the needs of the business.

Travel

Travel to attend client and company meetings and events will be required, as needed.
Valid driver’s license and reliable transportation are required.
This position may require occasional distance travel and overnight stays of approximately 5% of total hours to attend trade shows, conferences, and industry events whereby YGS is attending, presenting, or exhibiting.

To apply, submit your resume to [email protected].

Notice to All Applicants:

This description is not intended for and does not create an employment contract. Employment with the Company is At-Will, as the organization maintains its status as an at-will employer. This description is not intended to provide an all-inclusive list of duties, rather to provide an overview of essential functions and basic duties. Requirements, skills, and abilities included, have been determined to be the minimal standards required to successfully perform in the position. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by the manager, as deemed appropriate. When duties and responsibilities change and develop, the job description will be reviewed and is subject to change. Employment with The YGS Group is at-will. The employment process with The YGS Group includes a pre-employment background check and post-offer physical and drug screen. The YGS Group is an Equal Opportunity Employer and Drug-Free Workplace.

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