Customer Success Project Manager

Company Overview:

Vivid Impact has been at the forefront of the graphic communications industry for over 40 years, transitioning from a small commercial printing service to a pioneering full-service graphic communications company. With a team of approximately 250 members, we have established a global presence and are committed to delivering excellence through innovative creative technology, print solutions, and unparalleled customer service.

Shift Details:

Monday to Friday, 8:00 AM to 5:00 PM

Role Purpose:

The Customer Success Project Manager will oversee and manage all ongoing jobs for assigned customers, acting as the primary point of contact and ensuring effective communication and project delivery. This role blends the functions of a project manager, account manager, and product expert to provide stellar client service and operational success.

Primary Roles and Responsibilities:

• Gather and interpret customer specifications to estimate and quote jobs accurately.
• Manage the production of all assigned customer jobs, including digital storefront orders.
• Ensure timely updates and management of job schedules to maintain accuracy.
• Facilitate all customer communications related to job specifics such as artwork approval, production issues, and schedules.
• Oversee administrative status of each project in Epace, ensuring seamless progress.
• Handle customer billing submissions to the accounting department for all projects.
• Collaborate with team leads and the area leader to enhance and optimize processes.
• Monitor key performance indicators relevant to the role, aiming for improved efficiency and revenue growth.
• Continuously update and refine the customer job product catalog to expedite the estimating process.
• Utilize digital storefront platforms for efficient customer order entry.
• Demonstrate effective problem-solving skills and maintain high standards of professionalism and respect across the organization.

Qualifications:

• Bachelor's degree in Business Administration, Project Management, or related field; or equivalent professional experience.
• Strong technological proficiency, particularly in MS Excel, Smartsheet, and preferably EFI Epace.
• Solid track record in client success and project management within the graphics communication industry.
• Excellent customer service ethos, with superior verbal and written communication skills.
• A strong propensity for embracing technology, automation, and continuous improvement.

Travel:

• Little to no travel is expected for this position.

Benefits:

• Healthcare: Medical, Dental, and Vision Insurance eligibility begins on the first day of the month following 30 days of employment.
• Savings Accounts: Access to a Health Savings Account with a company match to help manage healthcare expenses.
• Insurance Coverage: Company-provided Basic Life Insurance and AD&D, along with Short-term Disability Insurance.
• Retirement Plans: 401(k) retirement savings plan with a company match to enhance your investment.
• Paid Time Off: A generous PTO policy, including 9 paid holidays annually and Paid Volunteer Time Off (VTO).
• Employee Incentives: Take advantage of our Employee Referral Program and Tuition Assistance for educational advancement.

Vivid Impact provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.