Client Service Specialist Lead 2

Job Description

Description

SBS Client Service Specialist

Job Description:

Shutterfly is seeking a highly motivated and results driven Client Service Program Specialist to join our Shutterfly Business Solutions team. This position will be responsible for B2B client relationship management, program development and implementation of new and existing client initiatives, working closely with internal Sales, Product, Technology and Manufacturing on business requirements and logistics to ensure successful delivery of client programs and assigned projects.

Responsibilities:

• Serve as primary point of contact and advocate for client on assigned programs, including responsibility for execution of client work.
• Support additional sales efforts and growth of business by managing current program portfolio successfully, establishing and maintaining partner communication strategy.
• Plan, develop and determine program schedule, scope and budget, direct appropriate team members in fulfilling the specifications to meet client objectives.
• Collaborate with internal Shutterfly Business Solutions’ teams to fulfill program/project requirements.
• Facilitate kick-off and status update meetings with client and internal team.
• Develop and oversee end-to-end testing of new client initiatives.
• Lead cross-functional internal teams – including coordination with Scheduling for implementation into production and resource allocation, with Shipping to define shipping and postal requirements, and with Procurement for outsourcing requirements.
• Oversee implementation of new document templates and file formats.
• Keep stakeholders informed and up-to-date on program status and/or issues.
• Conduct review analysis of estimated costs vs actual cost and communicate any deviances to Client Service and Sales leadership.
• Organize and establish meetings on regular basis with designated individuals including client agencies, data developers, and procurement teams to foster positive working relationships.
• Manage and report client budget analysis.

Requirements:

• Bachelor’s Degree in Business or related field preferred, or applicable work experience will be considered in lieu of degree.
• 5+ years of experience in client-facing role and client relationship management required.
• 5+ years of direct mail, digital or transactional print experience required, with preferred experience in technical, data services and analytics.
• Project management experience with proven results in ensuring timely and efficient completion of all production aspects of a job by leveraging resources, working independently and cross-functionally to meet or exceed client expectations.
• Excellent interpersonal skills with the ability to develop effective customer relationships both within and outside of the organization to effectively convey customer expectations to internal support teams.
• Ability to develop relationships with clients based on strong, interpersonal communication skills and trust.
• Strong organizational and problem-solving skills, detail oriented.
• Ability to manage across different business disciplines including technical, data, production and third-party partners.
• Must be creative, strategic and analytical thinker with the ability to manage multiple clients and projects.
• Lead cross-functional teams with client strategy initiatives.
• Occasional travel to client or vendor partner locations is likely but less than 20%.