At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let's Imagine a better way together.

Position Summary: The Client Experience Manager works in partnership with Sales team members as needed to develop new client accounts. This position supports presales activities through billing to ensure a seamless new client experience. This includes presales to billing client project activities and facilitating project plans to support the new client's strategy.

Essential Functions and Responsibilities:

• Successfully support and facilitate transitioning new client accounts to Imagine as well as existing client accounts that are expanding into complex new offerings including ideation and coordination of unique projects that traverse Studio, Manufacturing and outsourcing.
• In cooperation with Business Development Executives and Account Executives, assist in the pre-sales process and in making the preparations and connections to successfully bring on new clients
• Support day-to-day client engagement/relationship alongside the salesperson, responding to requests with the goal of helping to win the business and providing great pre-sales and implementation support in what can be a longer tail sales cycle
• Manage new client requests around incoming requests from clients including collaborating with internal partners Customer Partnership Managers to facilitate design, estimating, scheduling, and production/ manufacturing; working cross-functionally across Sales, the client and Operations to support the pre-sales activities
• Utilize internal technology and systems to create accurate and detailed estimate requests and job orders to ensure critical project information is communicated for flawless execution in the plants
• Evaluate, analyze, and create solutions for new customers and new opportunities
• Partner internally to solve materials, due dates, and print options based on customer requirements
• Support controlled schedules across the company and cross-functional teams. Set and meet deadlines with quality deliverables, adapting and altering plans based on changing circumstances
• Develop and manage project timelines and task lists, coordinate and manage multiple projects simultaneously
• Develop and maintain positive and productive relationship with new key client contacts and internal teams
• Review all estimates received from internal departments for accuracy
• Post new client onboarding completion, train appropriate internal team members on the programs and their requirements for transitioning ongoing client support
• Support on time billing including participate in meetings to discuss/resolve any billing questions or concerns including accounts receivable and payment schedule
• Additional duties as needed

Mandatory Qualifications:

• High school diploma or GED equivalent with 5+ years of experience in billing, contracts, account management or equivalent
• Must possess a high degree of energy, attention to detail, sense of urgency and customer service orientation as well as strong organizational skills and ability to prioritize in an environment of competing priorities
• Excellent organization, phone, verbal, in-person, and written communication skills
• Demonstrated sales aptitude
• Demonstrated self-starter and problem solver
• Demonstrated attention to detail
• Proven experience in meeting business objectives with positive results
• Proficient in Microsoft Office Suite of programs including Teams, Excel, Word, and Outlook

Preferred Qualifications:

• Bachelor's degree in related field plus 3+ years of experience in sales, account management or equivalent
• Experience in advertising services, print industry or related industries such as retail, décor, direct mail, shelf edge or agency
• Demonstrated technical knowledge of print, substrate, finishing methods as they relate to instore/brand visuals
• Experience using Salesforce Platform
• Demonstrated ability to liaise, communicate, build trust, and strengthen relationships at all levels and cross functionally within an organization

Knowledge and Skills:

• Demonstrated ability to problem solve and implement solutions Knowledge of internal control processes and procedures
• Strong communication skills, verbally, non-verbally, and in writing to client, SME teams, and/or vendors and partners
• Critical thinking and planning skills
• Researches and asks good questions and actively listens to understand
• Creative problem-solving, influencing and negotiation skills to create win-win solutions
• Strong collaborative team player
• Ability to learn i-Quote / Monarch to execute quotes and set up jobs

Working Conditions and Physical Requirements:

• Occasional walking
• Manual dexterity for repetitive work
• Frequent Sitting for prolonged periods of time
• Travel: up to 10% travel
• Chemicals: N/A
• Ability to lift, push and pull: N/A

The national pay range for this role is $90,000- $100,000.00/ year. The pay range may be slightly lower or higher based on the geographic location. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer/partner discounts.

Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and Inclusion is not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family. We are focused on building a diverse and inclusive workforce. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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