Strategic Account Manager - Print Production

La Vergne, TN

About the position

The Strategic Account Manager – Print Production is responsible for delivering exceptional customer service while overseeing the day-to-day operational print processes for assigned clients. Acting as a trusted partner, this role ensures that MPX consistently meets and exceeds client expectations while balancing financial implications for both the client and MPX. The Strategic Account Manager plays a key role in maintaining strong client relationships, ensuring seamless execution of print, direct mail, and fulfillment programs, and driving operational excellence. Please note, this is not a sales position. This role is highly operational and involves extensive, hands-on client servicing.

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring 100% client satisfaction.
• Establish, build, and maintain strong client relationships through proactive communication, consultation, subject matter expertise, and project oversight.
• Collaborate with internal Production and IT Teams, Client Relationship Managers, Business Development Managers, and vendors to ensure smooth execution of client programs.
• Facilitate online ordering for clients.
• Develop and manage print, direct mail, and fulfillment specifications and production for both simple and complex print fulfillment projects, using internal and external vendors.
• Oversee the entire lifecycle of assigned client programs—from inception to implementation to completion.
• Ensure the timely and successful delivery of materials and services for clients.
• Manage Work in Process (WIP) for all assigned clients to achieve 100% of production deadlines.
• Ensure quality issues are promptly resolved.
• Conduct audits of client files to ensure accuracy in postage, billing, and inventory.
• Manage Service Level Agreements (SLAs) with vendors and clients to uphold high service standards.
• Address and resolve escalated client issues, ensuring a positive client experience.
• Manage client billing to ensure accuracy of invoices from both vendors and MPX.
• Handle quotes, purchase orders (POs) with external vendors and MPX leadership.
• Ensure accurate inventory levels and resolve warehouse-related issues as needed.
• Share knowledge, demonstrate expertise, and contribute to improving overall team effectiveness.
• Act as print subject matter expert for the company.
• Act as backup support for assigned team members as needed.
• Demonstrate MPX’s core values of Character, Competence, Courage, and Teamwork.

Requirements

• 7-10 years of print production experience in a creative agency or production environment.
• Strong color analysis skills and extensive experience with pre-press processes (RGB & CMYK).
• In-depth knowledge of large and small format litho & inkjet printing, dye-sublimation, and specialty finishing techniques.
• Hands-on experience with on-press production and quality control.
• Proficiency in determining specifications, estimating costs, and competitively bidding projects.
• Strong ability to manage tight deadlines and complex projects simultaneously.
• Excellent problem-solving skills and proactive, solution-oriented mindset.
• Experience working with ERP and production management tools.
• Excellent written and verbal communication skills—able to communicate effectively and diplomatically.
• Works collaboratively in partnership with teams, maintaining professionalism under pressure.
• Ability to negotiate with suppliers and communicate financial or operational constraints effectively.
• Proficiency in Microsoft Office Suite and relevant production management software.
• Comfortable working with inventory and billing systems.

Benefits

• Medical, dental, and vision insurance
• Paid holidays + paid time off
• 401k match
• STD, LTD + life insurance
• Onsite fitness facility