Client Experience Manager

Job Description

Job Description

Job Summary :

As a Client Experience Manager (CEM), you will serve as the primary point of contact for tier 1 clients, working closely with cross-functional teams to improve the entire customer experience.

You will be expected to provide "white glove" service to all clients and prospects, develop and maintain trusted advisor relationships, and ensure timely and successful delivery of our solutions according to client needs and objectives.

Duties / Responsibilities :

• CEM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and preparing sales reports.
• Answers client queries and identify new business opportunities among existing clients. In this role, you will liaise with cross-functional internal teams (including Client Services and operations) to improve the entire customer experience.
• Provides white glove service to all clients and prospects.
• Identifies new business opportunities and implements cost-saving measures for our clients.
• Serve as the lead point of contact for all customer account management matters.
• Develop and maintain trusted advisor relationships.
• Works on contracts and close agreements to maximize profits.
• Develop trusted advisor relationships with key accounts, clients’ stakeholders, and executives.
• Ensure the timely and successful delivery of our solutions according to client needs and objectives.
• Clearly communicate the progress of monthly / quarterly initiatives to internal and external stakeholders.
• Develop new business with existing clients and / or identify areas of improvement to meet sales forecast.
• Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts)
• Prepare reports on account status.
• Collaborate with VP of Major Accounts to identify and grow opportunities within account, and referrals.
• Assist with challenging client requests or issue escalations as needed.
• This position may require occasional travel.
• Ultimately, a successful CEM should collaborate with the VP of Major Accounts to achieve quotas while keeping our clients satisfied and engaged with our products and services.
• Assist with other duties as assigned.

Required Skills / Abilities :

• Strong verbal and written communication skills
• Ability to increase revenue
• Improve our client’s experience.
• Build stronger client relationships, while having the ability to analyze and streamline processes.
• Collaborative Problem-Solving Skills
• Advanced proficiency in Microsoft Office Suite. Graphic Design / Print Layout / PowerPoint preferred.
• Highly skilled in Customer Relationship Management (CRM), Customer Experience, Customer Retention, Client Relations, and Account Management
• Highly effective communication and multi-tasking skills, organizational agility, and attention to detail
• Experience in project management frameworks and process improvement skills
• Excellent organizational skills and ability to track daily / weekly deliverables.

Education and Experience :

• BA / BS degree in Business Administration, Sales, or relevant field
• Minimum 5 years of hands-on knowledge of Project Management.
• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role.
• Minimum of 5 years’ experience dealing with all levels of an organization, including C-Level.
• Solid experience with CRM software (e.g., Salesforce, Zoho CRM or HubSpot) and highly proficient in Excel.
• Experience delivering client-focused solutions to customer needs.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities
• Strong verbal and written communication skills

Note : This position is fully on site in Weston, FL.

ABOUT PCI

Founded in 1984, Postal Center International (PCI) is a leading innovative mail, print, fulfillment, signs, promotional, packaging, and creative marketing solutions partner.

With four decades of industry experience, PCI has built a strong team of subject-matter experts and a reputation for delivering client-centric, cutting-edge solutions nationwide.

Our commitment to quality and client satisfaction drives everything we do, making PCI a trusted partner for reputable businesses in the marketplace.

Our company’s family of brands employs over 560 associates across its headquarters in the Southeast (FL) and its facilities in the Southwest (TX), Northeast (NE), and Midwest (IN).

Boasting a national footprint of over 600k square feet, PCI has annual sales of over $500 million. We proudly serve enterprise clients in diverse industries such as banking, finance, healthcare, insurance, hospitality, and government, ensuring top-tier solutions backed by extensive compliance, security, sustainability, and quality certifications.

Yes, we are growing at the speed of business! Join us, and let’s move brands forward together!

WHY PCI

Joining PCI’s Powerhouse team means becoming part of not only a client-centric, but a people-centric company celebrated for its innovation, growth, and commitment to excellence.

Our supportive teams and dynamic culture create an environment where everyone can thrive. Recognized for our culture, we not only lead in our industry but also invest in our people, making PCI a place where your career can advance.

As a private- and minority-owned company, we pride ourselves on a diverse workforce that brings together a wealth of perspectives and talents, fostering a culture of collaboration and inclusivity.

Our commitment to sustainability is evidenced by our Sustainability & Green Visionary Award, highlighting our dedication to green practices.

At PCI, we offer stability and growth opportunities, ensuring our employees feel secure and valued. Our accolades, including the South Florida Business Journal’s Business of the Year Award and recognition on its Fastest Growing Companies List, reflect our thriving success and progressive work environment.

The statements above are intended to describe the general nature of the work and should not be construed as an exhaustive list of responsibilities, duties, and skills required to perform the role successfully.

Postal Center International and Original Impressions, LLC offer a comprehensive benefits package including competitive pay, health insurance, dental and vision insurance, short- and long-term disability benefits, paid time off (PTO) plus holidays and birthday day off, wellness policy, volunteering hours, opportunities for growth and development, and more.

Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

Total compensation may also include additional forms of incentives.

Postal Center International and Original Impressions, LLC are equal opportunity employers that are committed to diversity and values the ways in which we are different.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Discrimination, harassment, and retaliation based on these factors are strictly prohibited in all aspects of employment.

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