Position Summary
The Manager, Account Delivery (ADM) is responsible for assisting OfficeMax sales representatives effectively manage and execute all managed print services (MPS) sales and operational activities within selected highly complex or large OfficeMax accounts. This position will act as an MPS subject matter expert. This position will monitor the total operations of assigned account(s) while supporting and educating internal and external OfficeMax business partners to ensure contractual obligations, sales, and margin goals are achieved. This position will build and sustain effective communications with all stakeholders in order to maximize customer satisfaction and revenue growth.
 
Position Responsibilities
1.       Support OfficeMax sales representatives as owners of the post-MPS implementation for highly
          complex and large scale account(s).
2.       Serve as the subject matter expert and escalation point for the MPS Specialist and various
          OfficeMax sales representatives. Serve as the main contact for escalated MPS operational
          and tactical information technology (IT) or network issues.
3.       Provide guidance and direction to OfficeMax sales representatives related to customer or account
          needs based on account performance. Support and communicate with OfficeMax sales leaders
          regarding high-level issues or escalated problems. Provide sales leaders with information and
          MPS business model recommendations enabling them to effectively negotiate with the
          customer(s). 
4.       Identify incremental revenue and profitability opportunities (e.g. additional IT services, MPS)
          within highly complex and large account(s) and educate OfficeMax sales representatives on
          criteria for identifying opportunities and how to position the information as a sales opportunity.
5.       Develop in-depth knowledge of customer's business environment, operations, and needs. 
          Disseminate information to OfficeMax sales team to create winning value propositions.
6.       Utilize standardized reports and presentations to identify opportunities, and then share with the
          OfficeMax sales community to apply with all other accounts. Provide input and/or develop
          specific account reports aligned with industry direction or best practices.
7.       Monitor compliance to contract service level agreements and the OfficeMax MPS quality
          standards. Provide OfficeMax sales representatives with coaching and guidance on the
          appropriate course of action to meet agreement requirements and/or quality standards.
8.       Monitor print volume metrics and supply consumption.  Monitor customer/account profitability
          by performing high level monitoring of performance metrics and reporting.
9.       Educate OfficeMax sales representatives to effectively manage cost and commitments
          for all service delivery requirements.  Review reports for top tier accounts and follow up
          with OfficeMax sales representatives as appropriate.
10.     Recommend margin enhancement initiatives to OfficeMax sales representatives. 
         Monitor account margin to ensure sales representatives implement margin enhancement actions.
11.     Assist OfficeMax sales representatives meet account performance goals, follow critical processes,
         and proactively manage key factors that drive customer satisfaction and program effectiveness.
         Educate sales team to identify and analyze opportunity gaps and identify actions to ensure
         customer satisfaction and/or program effectiveness. Scan the customer's environment and
         recommend optimization solutions to the OfficeMax sales team on an on-going basis.
12.    Keep abreast of best-in-class or latest trends related to the managed print services industry. 
         Provide input or topics for sales effectiveness training initiatives.
13.    Partner with the ImPress sales team during OfficeMax total print sales opportunities or pursuits.
14.    Demonstrate a commitment to OfficeMax core values.
15.    The position responsibilities outlined above are in no way to be construed as all encompassing.
        Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


Position Requirements

• Associate's degree in business or communications or equivalent experience


• Minimum 2 years experience in effectively managing multiple projects in fast-paced environments, including  in the area of managed print services (e.g. product roadmaps, key technology concepts, and the competitive landscape)


• Demonstrated success in managing or supporting long, complex selling cycles


• Minimum 1 year of successful track record of selling IT managed print services/solutions (printer fleets) a plus


• Lean Six Sigma training or background a plus


• Microsoft Excel, Word, and Outlook


• Microsoft Access, Project, and PowerPoint


• Written and verbal communication skills with the ability to communicate technical situations to non-technical personnel


• Ability to articulate problems and resolutions to technical personnel with customer and vendors


• Mathematical skills


• Technical writing skills


• Team-building skills


• Customer service skills


• Organization and project management skills with the ability to demonstrate follow-through


• Ability to interface with senior level management


• Ability to build and manage strong customer relationships


• Presentation skills


• Negotiation skills


• Organizational and project management skills


• Ability to apply business management and financial concepts to analyze business needs