Senior Account Manager

Big Wraps -- Job Description

Title:

Senior Account Manager

Location:

In Person, Hybrid or Remote

• Metric performance for Fed Ex HCO

• Lead and manage Big Wraps Project Managers on a day‑to‑day basis.
• Building, growing and maintaining strong, long‑term partnerships with customers.
• Keep constant oversight of project timelines and customer communications ensuring workflow for projects are inline and on track.
• Serve as the point of escalation to ensure appropriate and immediate resolution of client escalations. This includes fielding phone calls and emails with questions and concerns as they come through.
• Oversee the development and review of estimates and engineering plans to ensure accurate installation methods and appropriate material selection.
• Hands‑on involvement in custom projects.
• Exercise strong communication skills internally and externally to stay aligned on project details.
• Provide exceptional external customer service when needed which includes demonstrating professional written and verbal communication along with demonstrating executive presence.
• Answer customer inquiries via telephone, email or in‑person in a timely and courteous manner. This can and will include early mornings, late evenings and weekend communications as needed.
• Ensure your team is updating applicable tracking resources (i.e. rollout spreadsheets in Smartsheets) timely and as needed.
• Oversee new employee training efforts to get new personnel up to speed on process, procedure, safety and position expectations.
• Develop and maintain resource guides, training material and process guides to ensure compliance, procedural excellence and best practices.
• Initiate process improvements, support strategic initiatives and ensure proper business standards are being upheld by team members.
• Work closely with internal support departments including print and field operations to ensure project readiness.
• Create Sales orders and/or PO’s for customers and vendors as needed.
• Perform invoicing duties as required, including preparing, reviewing, and sending invoices.
• Receive PO’s from Vendors as needed.

• Directly supervises team of Big Wraps Project Coordinators and Managers.
• Responsible for assigning tasks, managing daily schedules, and adjusting labor resources based on workload.
• Responsible for annual performance reviews, performance feedback, addressing disciplinary issues, and participating in hiring decisions.
• Provides training, coaching, and ensures team compliance with company policies and safety standards.
• Could oversee and be responsible for approving employee time cards and time‑off as needed.

• 3+ years demonstrated experience in related fields or performing similar responsibilities.
• Ability to efficiently operate current software programs.
• Strong attention to detail with a customer service mindset.
• Demonstrated organizational and time management skills.
• Strong understanding of company workflow, operations, or procedures relevant.
• Strong understanding and knowledge of graphic installation and materials.
• Strong communication skills, professional and collaborative attitude, ability to manage changes or issues that arise on the field.
• Demonstrated success in leadership such as basic management, delegation, conflict resolution, and team motivation skills.
• Experienced at giving and receiving feedback.

• Accountable for results and demonstrates sound judgment under pressure.
• Shows a proactive, flexible and solutions‑oriented mindset.
• Ability to take instruction and use pre‑established guidelines to perform functions of the job.
• Must be able to adapt to the ever‑changing and fast paced environment.
• Consistent punctuality.
• Ability to follow, enforce and hold team accountable for company policies and protocols.

• Commitment to upholding our Company's Core Values:
  • Keep Your Word
  • Care for Your Colleagues
  • Do Things Right the First Time
  • Exceed Customer Expectations
  • Think Like an Owner
• Travel:
  Minimal travel required; occasional trips may be needed based on business needs.
• Ho…