TECHNICAL ACCOUNT MANAGER

GregoryScott

Position Location: Hybrid/York, PA

Hours: Full-Time |8:00 AM – 5:00 PM, Monday through Friday

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 work 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Initiates, responds, and documents all communications with customers, sales, and team members regarding changes to job specifications or any other pertinent information.

2. Serves as primary contact for the client and internal communications. Builds relationships and communicates with clients as the account management lead.
3. Work directly with appropriate staff in Technology and business areas to understand the business needs and the project concept objectives and approach; take an assigned project from the original concept through final implementation.
4. Reconcile information received from multiple sources and create detailed business requirements that meet the business needs within the scope of the initiative.
5. Create and maintain documentation as required for Technology processes.
6. Tracks project progress within the Agency’s Project Management system and provide updates to impacted parties.
7. Communicates new system functionality to the department and assists users in understanding implications.
8. Analyzes existing processes, tools, systems, or databases and makes recommendations for development, improvement, or simplification.
9. Conducts or coordinates with Technology developers to test system fixes, new releases and enhancements, changes, and implementations, to ensure functionality and user acceptance.
10. Develop, document, and facilitate user acceptance test plans to ensure fulfillment of requirements and successful project implementation.
11. Creates meeting agendas, leads client meetings, supplies meeting notes, and manages action items related to the meeting notes.
12. The cross-department collaboration includes design, content, digital, technology, print, and accounting services.
13. Communicates all schedules, materials, and quality and delivers information to the customer promptly.
14. 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.
15. Seeks information from the customer that may lead to other sales opportunities and communicates this information to the Sales team.
16. Maintains a professional demeanor and an enthusiastic attitude.
17. Is proactive in project management.
18. 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.
19. You may be required to work additional hours during peak season or for special projects as required. Advanced notice would be provided.

Education:

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

Skills & 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.

Physical Requirements:

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

• Communicating with others to exchange information.
• The position will require the ability to speak, convey information clearly and effectively, hear, listen, and interpret information accurately, and see, sit, bend, stand, stoop, push, pull, lift, lower, and grasp, as necessary.
• Remaining in a stationary position, sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Ascending or descending stairs.
• Adjusting or moving objects up to 10 pounds in all directions.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

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

Notice to All Applicants: This posting is not intended to provide an all-inclusive list of duties, but 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. 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.