Customer Success Representative

7 months ago

Aurora, Canada AIIM Full time

**JOB SUMMARY**:
The main purpose of this position is to provide project management to Clients that deliver an overall outstanding Customer Experience and solutions to meet client expectations. The key role is to complete integrated deliverables and facilitate on time, on budget and on specification delivery

**JOB KNOWLEDGE**:

- Willingness to take on new challenges
- Proven results-oriented and client focused orientation
- Excellent communication (written/oral), time management and organizational skills
- Excellent problem-solving skills; resourceful, attention to detail
- **Knowledge of paper and print technologies including litho, digital / POD, web and inline capabilities**:

- **Knowledge of digital pre-press and lettershop services**

**QUALIFICATIONS**
Education: High School Graduate plus related post-secondary education or equivalent experience
Experience: 5 years experience in the commercial print industry
Skills: Computer skills

**DUTIES AND RESPONSIBILITIES**
1. Coordinates material flow with outside vendors.
2. Uses suggested suppliers, layouts and stock substitution for jobs, or recommends alternate if suggestions are not suitable for one reason or another.
3. Responsible to ensure work is processed on time.
4. Communicate complex job details with subcontractors.
5. Provides support to estimating by sharing knowledge of printing, job planning, layouts and stocks.
6. Provides support to sales by working closely with appointed sales group. The work will be reviewed, planned and to put into production as required with minimum delays.
7. Creates the job ticket. The job will be reviewed with production and entered on the tracking schedule. Daily follow-ups and production meetings will be performed and the account manager will be informed of the job status or any unexpected issues (on a pre-need basis).
8. Provides support to the clients when the account manager is not available.
9. Purchases the required materials for work in process.
10. Reviews quotes and customer materials in comparison to the docket, when supplied.
11. Modifies the docket to meet the requirements required by the customer.
12. Project ownership; including schedules / workbacks, tracking, reporting, risk mitigation, from inception to completion.
13. Manage and communicate the project schedule, budget, financials, scope and scope changes, issue risks and change logs as variables are defined and evolve.
14. Initiative and lead project onboarding, debrief meetings and regular status meetings with clients.
15. Organize department meetings as required through the production schedule as needed.
16. Continually assess the project and identify potential areas of increased effectiveness, efficiency and value add to the client to provide maximum return on investment to the client and company.
17. Create client and management status reports.
18. Issue and reconcile purchase orders.
19. Responsible for the follow up on estimates, previous sales orders and revenue retention.

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